Power NI has been recognised for excellence at the annual Contact Centre Network Northern Ireland Awards.
We are delighted to have been finalists in multiple award categories, including; Advisor of the Year, Apprentice/Newcomer of the Year and Rising Star, as well as team awards for Business Transformation Strategy, People Development and Customer Engagement.
The awards ceremony took place on 14th October 2021 to celebrate the excellence of the people and companies of the NI contact centre industry. We're very proud to be a part of this sector and network, with three bases in Northern Ireland in South Belfast, Antrim and Omagh and almost 400 staff.
Business Transformation Strategy Award - Winner
Power NI won the Business Transformation Strategy Award for our centralised complaints handling strategy. Implemented last year, the strategy allows us to gain a deeper understanding of customer issues. The award-winning strategy also saw us introduce a Customer Action Council for line managers to discuss customer issues and make improvements to the overall customer experience.
It is perhaps testament to the quality of our service and complaints handling strategy that Power NI has received the lowest level of complaints out of the major electricity supply companies for ten consecutive years (Consumer Council Northern Ireland Enquiries and Complaints Report 2020-21).
Apprentice/Newcomer of the Year (Maria Fyfe) - Winner
Power NI’s Maria Fyfe won the Apprentice/Newcomer of the Year category. This category recognised Maria’s outstanding progress at Power NI and her positive approach to her work since she started working at Power NI in March 2020.
Special Recognition Award – Corporate Social Responsibility
Power NI has also achieved a Special Recognition Award for Corporate Social Responsibility. The surprise award was created as recognition for the work we do to make a difference in local communities. We pride ourselves of being an outstanding corporate citizen and this award is testament to the excellent community outreach, outstanding customer service and incredible staff team that we have in place right across Northern Ireland.
Advisor of the Year (Gillian Montgomery & Danielle Stewart) – Finalists
Gillian Montgomery (Billing Exceptions Advisor) and Danielle Stewart (Senior Sales and Retention Advisor), were finalists in their category of Advisor of the Year, demonstrating exceptional service, high performance and for going above and beyond for customers.
Rising Star (Sian Boyle) – Finalist
Technical Analyst, Sian Boyle, was successful as a finalist in the Rising Star category. The Rising Star Award honours staff who have shown an outstanding performance within the last twelve months and who are considered to be a potential future leader.
People Development – Finalist
Power NI was a finalist in the People Development category which recognised our commitment to ongoing staff development and talent management.
Customer Engagement - Finalist
Finally, we were a finalist in the Customer Engagement category for exceptional levels of service and our multi-channel approach to customer engagement.
Head of Customer Experience, Gillian McCaughtry praised her Contact Centre staff:
“Our staff take great pride in working for a company which values its customers as much as Power NI, and we hope that comes across in everything that we do. Despite another challenging year, we've successfully kept our staff connected with each other and their teams while they were working remotely and I am thrilled that their dedication and success has been recognised by these awards and nominations.”
Jayne Davies, Director of the Contact Centre Network Northern Ireland congratulated Power NI on their success:
“We were delighted to recognise Power NI’s significant achievements in supporting their people, processes and communities and congratulate them on winning three prestigious awards."