Contact centre heroes

Celebrating contact centre heroes!

We want to shine a spotlight on the contact centre staff who do an incredible job keeping services running, despite the unpredictable challenges thrown at them.

Are you a Cirrus client who wants to highlight the amazing work your agents have been doing?

Sometimes these key workers are overlooked. It’s time to acknowledge them and the spectacular work they do for us. With your support, let’s make this happen.

To find out more about our heroes campaign, read our blog here.

Want to nominate a hero in your contact centre?

Download the flyer to find out how.

Meet our heroes!

Owen Onslow

“Owen was curious and self-motivating from the start and by the time the pandemic hit he was already one of our most flexible and skilled advisors. He continued to gain new skills and was a clear choice to headline our Cirrus Transformation within the Contact Centre. He scheduled over 200hrs of training across our teams, contributed to 350hrs of UAT in his own time and has become the system Subject Matter Expert for the whole company.”

Kahlan Hayes

“Kahlan is committed to her work, customers and colleagues and comes to work regardless of any personal challenges. Kahlan manages multiple tasks and accounts for us, delivers training and is always willing to work different or additional hours to support our business, colleagues and customers. Kahlan does her absolute best every day to ensure there is a resolution for the customer, takes ownership and remains calm.”

Adam Lough at Insurethebox

Adam Lough

“Adam has been non-stop looking at ways to improve processes, improve our set up, and introduce new channels to reduce customer queue time. This has helped us to continue to service our customers throughout this challenging period. Adam has gained a great understanding of our customer needs in such a short space of time and is working hard to progress our channels to the next level.”

Andrew Walters at CIVICA

Andrew Walters

“We are nominating Andrew Walters for contact centre hero due to his actions over the last few months, he has, on several occasions aided a colleague with an ongoing condition with first aid as he is a member of St. John’s ambulance outside of work. He has brought in a few items to help support this member when the need arise to check vitals, and has since become a recognised first aider for the company. Additionally he has also taken on the extra duties of being a health and safety representative.”

Hayley Beckett at TPRG

Hayley Beckett

“Throughout the whole pandemic, Hayley has been a super star in my eyes. She’s been able to move from one task to the next without any issues, while also supporting her two young children. Hayley committed to doing so much overtime for us last month- staying on until gone mid-night most nights. Helping with other colleagues in the Team Rhino chat and also helping the managers where needed, being flexible.”

Viv Mills at RNIB

Viv Mills

“Viv is always pro-active and responds quickly to requests for back up on the phones and pleas for additional call backs! Viv is cheery and a pleasure to have when I am the duty manager, she adds to the duty chat, often giving information other advisers are struggling to find. She has also worked incredibly hard with an emotional caller, listening without judgement, gathering information, making sure the DM (me) was on the call to offer support and ultimately allowing the customer the space and time to start to open up and then relax once he realised Viv could help.”

Emma Buffoni at RNIB

Emma Buffoni

“Emma continues to work hard for customer resolution, always striving to make sure any query she gets is resolved and that the customer is happy. Emma also stepped up to being a Designated safeguarding lead when we increased our Helpline hours for 6 months over covid and now covers every Saturday she has a consistent positive attitude which has made a huge different to our team, even when Emma herself was struggling working on her own at home, she recognised this and asked to come into the office 2 days per week and has learnt extra duties to support. Emma will often volunteer to change shifts if we have sickness in the team without any fuss, reliability is hard to come by and Emma is someone we can always count on. Her work ethic and involvement with the team are admirable and we are fortunate to have someone as dedicated as Emma.”

Natalie at Lovehoney

Natalie

“On top of managing long-standing chronic medical conditions, Natalie has had to suffer a pretty serious exacerbation in her physical health while homeschooling and looking after her children as a single parent and taking minimal sick/carer’s leave to avoid letting our team down. She has worked a significant amount of overtime to help out where needed and has completed a huge volume of work as a result. At no stage has her standard of service dwindled and she gets a sense of pride and accomplishment going the extra inch for customers, especially if they are having a tough time themselves. Despite the challenges she has faced in the past two years, Natalie is a joy to have on the team, always going out of her way to make sure her teammates are assisted.”

Irina Mihaila at Lovehoney

Irina Mihaila

“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. She’s also dealt with a lot, working from Romania last year, having her wedding postponed twice, which she’s going over there for again in October, and she’s not complained once, nothing is too much trouble for her and she’s so lovely with our customers!”

Ellen Bergdahl at Macmillan

Ellen Bergdahl

“In this last year Ellen has seen the Online Community go through so many changes and she has been at the heart of all of them. She has seen it through the re-platforming a year ago which was complex, challenging and created a huge amount of work off the back of it, with the enhancements needing to be identified and worked through and developed, customer expectations needing to be managed, stakeholders needing to be managed, and not least of all, doing all of this with a brand new team.”

Abby Dorey & Richard Barker at Cats Protection

Abby Dorey & Richard Barker

Both winners made a real difference throughout the pandemic. They adapted to home working extremely well and always made sure great customer service was at the forefront of everything they did. They continued to undertake and complete all required activities while taking a proactive lead in training and mentoring new members of staff.

Mandy Green at Onward Homes

Mandy Green

“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. Mandy always displays excellent empathy when speaking to customers and takes the time to ensure they fully understand the information she is providing to them. Mandy is excellent at adapting her style to customers own needs and has a friendly, soothing tone of voice. Mandy is also the first to offer to cover or swap any shifts during busier periods and displays all the right qualities required to make any interactions with customers and colleagues an enjoyable one.”

Amy Doyle at Premium Credit

Amy Doyle

“After joining the company in 2019, Amy has excelled in the Contact Centre working hard as an agent, especially through the pandemic producing great call stats whilst also maintaining fantastic customer service. Her ability to help and resolve customer and Partner issues did not go unnoticed and resulted in her successful application as a Senior agent in July 2020. She now works hard resolving customer complaints, deals with more complex queries, and helps with coaching whilst always looking for resolutions to improve our processes.”

Sophie McCann at Premium Credit

Sophie McCann

“After working for the company for many years, Sophie has gained a great knowledge base which she is always happy to share with other agents and help them when needed which was invaluable whilst working through initial stages of the pandemic and over the last 12 months. Sophie is a highly motivated and reliable member of the team who is always happy to take on any extra challenges. She is also always happy to assist her peers and promotes an upbeat ‘can do’ attitude.”

Do you have heroes in your contact centre?

Click the button to send us the name(s) of the individual(s) that you would like to recognise as heroes and the reasons why.