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Screwfix recognises achievements at annual conference

crewfix Contact Centre held its annual conference on March 22nd at the Octagon Theatre in Yeovil. The 200 strong audience consisting of Contact Centre Agents were entertained by the Contact Centre management team whilst highlighting the successes of 2010 and demonstrating how to make 2011 even better.

The Conference was an engaging audience participation event with foam fingers, and voting buttons supplied for the audience to really get involved. The voting buttons were used in a game show style quiz to highlight key achievements for the Contact Centre in 2010. The most notable; a 17% increase in employee engagement scores, the best increase in the business with 74% of contact centre employees saying that they were engaged. There was also footage of the Diary Room initiative which was implemented to act as a forum for all employees to have their say on what they like about their jobs and what could be improved.

The Team Manager Charter was launched, a promise to show their commitment to each individual member of their team. This charter takes the form of behaviours and tasks focusing on being a good role model by being approachable, motivating, and enlightening. To recognise achievements whilst supporting each team member with development and support on a daily, weekly and monthly basis.

Other highlights of the conference were Alan Barnes, Head of Trade UK and previous Head of the Contact Centre giving a vision of what was to come in 2011 by launching a major recognition incentive for the employees based on the average order value and conversion increasing. Andy Gault, Head of Buying excited the crowd with exclusive offers for selling through the Contact Centre. And Steve Willett, Managing Director of Screwfix got the crowd going with all the exciting things that will happen in 2011 to further highlight the standard of excellence in the Screwfix Call Centre whilst iterating the key part that the Contact Centre had in Screwfix’s success during the last year.

Karen Wenborn, Contact Centre Manager and closer of the conference comments “This year’s conference has proved to be bigger and better than last year’s “Big Event” the foam fingers, voting buttons and Queen tribute band really added to the occasion. It was fantastic to see the management team and agents connecting and striving for the same goals. Our diary room initiative proved a great springboard for finding out what is on our agents mind, both positive and less so. This gave us the opportunity to effect changes and further makes the Screwfix Contact Centre a great place to work, and we could inform them of these immediately at the conference.

“After a successful 2010 we are all looking forward to the coming year. I am extremely proud of every member of staff in the Contact Centre and this conference is the perfect springboard for informing them of this and developing an even greater place to work.”

About the Screwfix Contact Centre:

The Screwfix Contact Centre handles approximately 45,000 inbound calls and 7,000 outbound calls a week. There are also approximately 3,000 internet related actions completed per day. It also supports local and national charities and opens up its Contact Centre for Children in Need donations each year
Customer service has been recognised by accolades at awards in 2010.

• Ranked 11th in the Top 50 Call Centres 2010
• Runner Up in the CIPD People Management Awards Employee Engagement Category 2010
• Recognised in 7 categories at the Contact Centre World European Awards

Source : Call Centre Clinic

04 April 2011
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