Our Call Centre shortlisted for a National award

Our Call Centre has been shortlisted for the Contact Centre of the Year award, in the Welsh Contact Centre Awards.

We provide quality homes in north Wales, we look after 6,300 homes and provide services to over 14,000 local customers. One of the crucial teams that makes sure this is completed to a high standard, by contributing towards the company’s success, and delivering exceptional customer service is the Call Centre.

Gwion Tomos, Customer Service Coordinator said:

“We, as the Call Centre team, are really glad that we’ve been shortlisted for the Call Centre of the Year award. We work tirelessly to provide high standard Customer Services to our customers and being shortlisted gives us recognition for our efforts.

“We’re really looking forward to the event in Cardiff on 20 March, 2020. It will be a fantastic experience, even if we don’t win, we’re really proud to have been nominated to be on the shortlist.”

Gethin Armstrong, Customer Services Manager, said:
“I, and all Adra staff are really proud of the Call Centre’s work. This is a team that works with all of the departments in Adra as a company and is in direct contact with our customers on a daily basis.”

Sarah Schofield, Customers and Communities Director, said:

“We, at Adra, have made the Call Centre the heartbeat of our company. It represents our values and all that we want to be.  We’ve shown that by developing a strong, knowledgeable and valued team, we can provide a rapid, accurate and caring service that clearly responds to our customers’ needs.”

Nine out of ten of customers contact us directly through our Call Centre – it’s at the core of our business and critical to how we deliver rapid and effective services to all our customers.

Within the last year the centre has received almost 100,000 calls, over 3,000 emails and almost 4,000 letters. Phone calls account for over 92% of our contact methods and our Call Centre answer 96% of these calls.

Many compliments have been sent from our customers to the Call Centre.

One customer said in 2019:

“Thankyou for always being so friendly and for rearranging the work on my home to be completed earlier.”

Another customer said:
“Thankyou to the Call Centre staff for being so courteous and for being so helpful with any enquiry.”

Different customers have also complemented specific staff members within the Call Centre on many different occasions, by saying that they’re pleasant, very helpful, supportive, professional and much more.

Also shortlisted for this award are Student Finance Wales, Office for National Statistics, Principality Building Society, Legal & General Direct Sales.

For more information about the awards, please visit: welshcontactcentreawards.co.uk

For more information about us, go to: adra.co.uk

If you’d like to get in touch with us, please contact the Call Centre, by phoning 0300 123 8084 or send an email to enquiries@adra.co.uk