The Magenta Living Contact Centre was the overall winner in the small contact centre category, with a team of dedicated members of staff providing excellent customer service around the clock.
Magenta Living was invited to the Call North West awards at The Midland Hotel in Manchester following a series of challenging tasks including a written submission, presentation and short video showcasing their achievements.
Magenta Living’s Contact Centre operates 24 hours a day, seven days a week and receives customer contacts through multiple channels including telephony, live chat, social media, email and face to face contact in their Customer Hub in Birkenhead.
The team also takes an active approach in ensuring the safety of vulnerable tenants by providing a community alarm service, handling a variety of calls across a range of issues, including ambulance requests and falling incidents. Magenta Living’s Contact Centre professionals also operate a dedicated CCTV room, which ensures safety within Magenta Living neighbourhoods. The Emergency Response Team, which forms part of the Contact Centre, works closely with Merseyside Police and its CCTV has recorded criminal activity in progress, leading to the conviction of offenders.
Jane Thomas, Managing Director of Call North West said: “The Magenta Living Contact Centre’s key objective is always at the heart of all they set out to achieve – making an exceptional customer journey for all who connect with the business. This was reflected brilliantly in their winning entry – Contact Centre of the Year, where the judges were blown away by their creative presentation. I am delighted for the Contact Centre Team, they should be very proud of all they have achieved – long may they aspire to keep channelling their enthusiasm and passion to future growth and opportunities.”
Brian Simpson, Chief Executive of Magenta Living said: “It is an outstanding achievement to win ‘Contact Centre of the Year’ at the Call North West Awards and to get the recognition the team deserve. Our Contact Centre Team work incredibly hard to provide the best service and put our customers at the forefront of everything we do. We were up against some tough competition, so we’re delighted with the result.”