Shell Energy takes gold in European Contact Centre awards

Shell Energy takes gold in European Contact Centre awards

By: Shell Energy

14 Apr 2021

We’ve recently been selected for a number of awards that show our commitment to providing our customers with a first-class experience, and for our colleagues, a great place to work. Here’s the great news.

Our efforts in supporting our customers have been recognised as we took home gold at the ECCCSAs (European Contact Centre & Customer Service Awards) virtual Awards Evening that took place on 16 March 2021.

As part of the awards ceremony, Shell Energy was awarded gold in the following categories:

Best Large Customer Service Team

This award went to the team that demonstrated a customer-centric culture, implemented improvements to the customer experience, responded where required, and evidenced great customer engagement/satisfaction results.

Best Pan-European Contact Centre

This was awarded to the organisation that has two or more contact centres located in two different European countries that best collaborate with each other to best serve the customer and demonstrate an efficient and effective customer and colleague focused operation.

What are the ECCCSAs and why is it important?

The ECCCSA recognise organisations across Europe that are leading the way in delivering exceptional service to their customers.

Highly regarded for its robust judging process, the ECCCSAs award organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively.

With entries from 26 countries competing across 36 categories, including telecom giants BT and EE and financial services company HSBC, the ECCCSAs celebrated its biggest-ever awards evening during its 20th edition with over 2,000 people attending the Virtual Awards Evening from 30 different countries.

Shell Energy’s commitment to customer service excellence

These awards show our commitment to putting our customers at the heart of everything we do and our determination to offer a best-in-class customer experience as we move our customers toward a better energy future..

“To be recognised by the ECCCSAs is a huge achievement; these are the longest running and most highly regarded awards for Contact Centres and Customer Service” commented Andy Eadle, Director of Customer Service.
“The hard work of all of our teams within Customer Operations and the wider business means we always endeavour to get it right the first time for our customers. This customer-centric mindset is essential for our growth plans and enables us to leave customers with a positive experience of our business and the Shell Energy brand”.
“The dedication we’ve shown to supporting our customers at every interaction is just one of the reasons why we have been selected as winners in multiple categories. Awards like this prove that we’re moving in the right direction - especially as we have recently been awarded ‘Resolver Recognised’ for both Energy and Broadband. I can’t wait to see what we achieve next, my thanks goes to every member of our team who made this possible”.

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