Parseq and Hive have been shortlisted for Outsourcing Partnership of the Year at this year’s European Contact Centre & Customer Service Awards (ECCCSA) 2017.
The ECCCSA awards are the largest and longest running awards in the customer contact industry, recognising organisations that are leading the way in delivering exceptional service to their customers. This year continues to see growth in award entries with a 39% increase compared to last year with seven European countries represented.
Parseq, a leading multichannel BPO provider, and Hive, an innovator in smart home technology, are now in the third year of their outsourcing partnership. Parseq’s Hive operation provides the much-needed additional capacity to the client’s in-house team during critical seasonal periods of peak demand. This sees staffing increase from 15 to 130 in order to support customers with technical product queries; handling over 80,000 calls over a four-month peak period.
As one team, their seamless outsourcing operation continues to go from strength to strength and has reached NPS scores in excess of 70. Graham Stein, Managing Director for Parseq’s Contact Centre division commented, “Both businesses are entrepreneurial in approach and have many synergies. Hive was a new brand and required fresh thinking and speed of response. Parseq live and breathe this approach every day as a growing BPO.
“Our relationships are superb and we operate with complete transparency from senior execs to the front line. It’s not just a business relationship but colleagues who have formed great friendships built on trust.
“Together we continue to achieve exceptional performance in both the customer and employee experience. We truly believe we set the benchmark for partnership working that repeatedly delivers added value. Our award shortlisting for Outsourcing Partnership of the Year clearly demonstrates this.”
Claire Freeland is responsible for customer experience at Hive. Being a brand ambassador right from Hive’s embryonic stages, she’s delighted to achieve the award shortlisting and commented, “Our Hive customers deserve to have a seamless experience every time and therefore we have high demands from our outsource partner to ensure customer confidence and brand trust is high after every interaction.
“Working with Parseq, the focus is always on maintaining this ethos. Our no-blame culture helps us square away the everyday challenges we both face. We put a huge emphasis on our teams ‘belonging’ to our business.”
She continued, “I’ve worked with many outsourcers during my career but never had the same success as we have with our Parseq colleagues. All our hard work over the last few years deserves to be recognised at the highest level. We’ve created something particularly magical here with our Hive teams.”
Customer excellence and sustained improved performance simply drives this partnership model. Parseq and Hive will present in front of a panel of judges as the next phase in the process.
The awards evening will take place on 28 November 2017 at the Evolution in Battersea Park London, previous hosts to Team GB Ball, The Sports Industry Awards and The London Motor Show.