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#ContactCentreHeroes turns 1!

One year ago this week, Cirrus launched the Contact Centre Heroes campaign – an initiative to spark celebration and reward the abundance of talent currently upholding the contact centre space.

Here at Cirrus, we take pride in uncovering the unsung heroes of a business. Contact centre agents are on the front line of customer service, and it isn’t just the loudest and proudest individual that deserves recognition. Agents were faced with unforeseen challenges and disruption throughout the Covid-19 pandemic, but were instrumental in helping people across the country access advice and guidance whilst navigating the turbulent times.

Over the past year, we’ve received nominations for unsung Contact Centre Heroes from all types of business. Below is a quick recap of the individuals who received well-deserved recognition for the unwavering dedication to their role:

  • Sophie McCann – Premium Credit
  • Amy Doyle – Premium Credit
  • Mandy Green – Onward
  • Abby Dorey – Cats Protection
  • Richard Barker – Cats Protection
  • Ellen Bergdahl – Macmillan Cancer Support
  • Irina Mihaila – Lovehoney
  • Natalie – Lovehoney
  • Emma Buffoni – RNIB
  • Viv Mills – RNIB
  • Hayley Beckett – TPRG
  • Andrew Walters – CIVICA
  • Adam Lough – Insure the box
  • Kahlan Hayes – Fulcrum
  • Owen Onslow – Nisbets

And here are a few of the incredible reasons behind last year’s nominations:

Adam Lough, Insure the Box: “Adam has been non-stop looking at ways to improve processes, improve our set up, and introduce new channels to reduce customer queue time.”

Irina Mihaila, Lovehoney: “Irina is a bit of an unsung hero . She’s been so helpful and contributed massively to all the great work IT has done, influencing really positive changes from a customer care perspective.

 Mandy Green, Onward: “Mandy always quickly adapts and responds positively to new ways of working and this was evident in utilising the new unified comms platform lunched late last year.


Celebrating the next batch of Heroes

 As we enter the second year of this initiative, we are as committed as ever to uncovering and celebrating the hundreds of heroes continuing to uphold the UK contact centre industry. But we need your help.

We need you, our clients, to nominate your heroes – then we do the rest.

We’ll shout their successes from the roof tops, sharing their stories on social media with the hashtag #ContactCentreHeroes. If you have someone in mind who ticks one or more of the following points, please get in touch:

  • An agent who has overcome a personal challenge to continue working
  • An agent who has shown great resilience and compassion for others
  • An agent who has been an inspiration and support anchor for their colleagues
  • An agent who has delivered exceptional customer service and has gone above and beyond for customers

To nominate, simply send an email with the name(s) of the individual(s) that you would like to recognise as heroes and the reasons why, to

Let’s get started!

As well as broadcasting the fantastic work your heroes do every day, Cirrus will send each individual a gift to enjoy as additional celebration. Whatever takes their fancy – food, drink, or cosmetics – let us know, and we’ll sort it.

All nominated Heroes will feature on the dedicated page on our website, and we’d be more than happy to help with any internal promotion you’d like to complete on your side.

Most importantly, Cirrus is driven to promoting a sense of comradery across the industry. The first year of this campaign has been a huge success, and we’re honoured to have been able to celebrate the plethora of talent in the contact centre space.

So, here’s to another fantastic year of celebration and recognition of all irreplaceable #ContactCentreHeroes.