Sunderland City Council is proud to be main sponsor of the North East
Contact Centre Awards 2009.
The contact centre industry remains one of the most buoyant and
productive parts of the region’s economy and these awards are a
magnificent way to celebrate the achievement of individuals and teams who
have made the industry the success it is.
Sunderland City Council is totally committed to helping contact centres
build on this success by providing continuous support for companies that
wish to grow and re-invest.
I wish you the very best of luck in your application and look forward to
seeing you in November.
Cllr. Paul Watson
Leader, Sunderland City Council and
Chair, Tyne and Wear Development Company
We would like to thank the following sponsors of this year's North East Contact Centre Awards.
Tyne and Wear Development Company is a business development agency offering independent advice in all aspects of expansion or relocation within Tyne and Wear. Acting on behalf of the five local authorities, Gateshead, Newcastle, North Tyneside, South Tyneside and Sunderland, the company provides free and confidential advice in all areas relating to potential investment including property availability, financial assistance and training and recruitment.
Our services are available to companies of all sizes from across a range of sectors and we will support your business throughout your enquiry, giving you one consistent point of support.
Contact Details:
Tel: 0191 516 9099
Email: locations@tyne-wear.co.uk
Web: www.tyne-wear.co.uk
Sunderland has enjoyed tremendous success in developing a leading edge contact centre sector, with a range of blue chip and SME businesses pumping over £130 million a year into the local economy in salaries alone.
As part of this the City Council has a proven track record of working closely with and supporting new and existing investors. This includes recruitment and training, site issues, sourcing available land and premises, securing financial assistance from the Council and other bodies as part of a continuous aftercare programme.
By working with the contact centre industry in partnership with Tyne and Wear Development Company the Council has been instrumental in developing the Awards and is proud to welcome them back to the city in 2009.
Contact Details:
Tel: 0191 520 5555
Web: www.sunderland.gov.uk
One North East is the Regional Development Agency covering the North East region of England, comprising Northumberland, Tyne and Wear, County Durham and Tees Valley. The Agency's vision is for a vibrant, self reliant, ambitious and outward looking region, typified by strong economic growth coupled with a high quality of life. The remit of the Agency is:
- To further the economic development and regeneration in our region
- To promote business efficiency and productivity, investment and competitiveness in the region
- To generate and sustain employment
- To encourage and enhance the development and application of relevant work skills of the people living here
Contact Details:
Telephone: 0191 229 6200
Web: www.onenortheast.co.uk
CCP are experts in training, operational & business consultancy, labour market research, business process mapping, project management, performance management and pre-employment training.
From set up in 2001, CCP has seen phenomenal growth and have quickly established themselves as one of the market leaders in business and training solutions, with a range of blue chip and public sector clients.
CCP train over 2,500 learners per year and were sited by the Chief Executive of OFSTED as being one of the best providers in the UK as well as gaining a grade 1 inspection score. CCP were also winners of the prestigious NIACE Skills for Life Opening Doors to Adult Learners Award in 2006.
Other areas of expertise include the implementation of competency frameworks, qualification development, appraisal, PD, recruitment, succession and career planning processes.
CCP also has considerable experience working with a range of local councils and public sector bodies, setting up new communications channels and contact centres as well as developing systems and procedures from scratch. This includes 'people processes' and the supporting IT systems, infrastructure and business processes.
Contact Details:
Telephone: 0191 350 6222
Email: info@ccpro.co.uk
Web: www.ccpro.co.uk
The North East Contact Centre Academy offers innovative business to business training solutions for the contact centre industry. We know that you want to see a result from your training, whether that is greater efficiency or increased performance. To ensure you get that result, we only employ skills and experienced contact centre professionals, who, by asking the right questions to understand your business priorities, can design and deliver the right kind of training to secure the business improvements you want.
We are the only training provider in our sector to have been awarded the Training Quality Standard, a mark that recognises our commitment to meeting the training needs of our customers.
Contact Details:
Telephone: 0191 611 6800
Email: ccacademy@citysun.ac.uk
Web: www.citysun.ac.uk
Expertise, Capability, Knowledge are words often too easily used. At NRG these words translate into 32 years of trading history, longevity of client relationships, market leaders in new technology and selection processes.
For clients in the contact centre industry it makes surety of a partner who will design bespoke processes, identify appropriately skilled candidates and work in partnership with you to ensure your brand identity, your values, your business drivers are aligned to the people strategy.
That may mean identifying & assessing your core leadership team. It may mean a Greenfield site start up or an expansion of an existing site. It could mean re inventing your business to attract candidates for temporary assignments who can progress to permanent employment with you when the economic environment becomes less challenging.
It may simply be a partner who can discuss all of these options with in absolute trust and confidence so you’re ready to move swiftly when you need to.
Contact Details:
Tel: 0191 232 1222
Email: recruitment@nrgplc.com
Web: www.nrgplc.com
Global property group Goodman is an integrated property group that owns, develops and manages business space in 30 locations throughout the UK.
Whether looking for business parks, city centre office schemes, or a blend of work space and mixed-use property, Goodman creates innovative office solutions that are strategically located, intelligently designed and proactively managed - helping its customers stay ahead of the game and supporting their business.
Goodman has an excellent track record for delivering large scale bespoke property solutions in the North East. Its Rainton Bridge Business Park in Sunderland has already established itself as a unique development which offers a stimulating and technologically advanced working environment in a prominent and well connected location.
Contact Details:
Tel: 0800 856 5000
Email: info-uk@goodman.com
Web: www.Goodman.com
Premium People Group are a manpower solutions business based across the North East of England with two distinct operational streams; Recruitment Solutions and Training and Development Support
We can respond quickly to staffing shortages, replacement challenges, restructuring programmes and skill development pressures across a wide range of business environments. Whether the need is large scale volume in nature, specialist professional or senior management, Premium People Group have the capability, experience and creativity to deliver every time. Our expertise covers the following sectors: Contact Centre, Engineering, Manufacturing, Logistics, Commercial and Professional Business Support. The contact centre team at Premium People has extensive experience in all types of recruitment campaigns within the North East contact centre industry.
In addition we are able to design and deliver a comprehensive portfolio of training packages, ranging from off the shelf to bespoke solutions tailored directly to the individual client's requirements. Premium People Development have invested heavily in Centre of Excellence status with a number of awarding bodies including City & Guilds, ILM, NCFE, CIEH and HSE.
Contact Details:
Tel: 0191 510 9761
Email: info@premiumpeople.co.uk
Web: www.premiumpeople.co.uk
Infinity CCS understands contact centres and customer management; it is our only business. Over 5,000 agents and managers across Europe use Infinity Contact Manager applications to increase operational performance and drive business efficiency.
This is why every one of our applications is delivered with a Performance Guarantee. We achieve the cost saving identified or the increases in productivity agreed or you pay nothing.
Infinity Contact Manager is a suite of applications that can be deployed individually to address a specific requirement, or collectively to provide a truly integrated contact centre environment.
Infinity Agent Desktop - Infinity Agent Desktop provides an intelligent and structured environment to support your agents in their interactions with your customers.
Infinity CTI & Multi-media – links your Infinity Agent Desktop to your telephony and other media platforms ensuring that calls, emails, Web chat, etc, are routed to the right agent, first time.
Infinity Dialler - is one of the most effective outbound solutions available enabling you to dramatically increase outbound productivity.
Infinity Performance Reporting - leverages the vast depth of information captured within the agent desktop to provide comprehensive real-time and historic reporting.
Infinity QA - is a new approach to Quality Assurance, providing a simple and effective way to ensures full compliance in regulated environments and continually raises the standard in terms of quality.
All of these applications have been designed specifically for UK call centres and as such can be rapidly deployed out of the box and configured for your specific needs.
Contact Details:
Tel: +44 (0)121 450 7830
Email: info@infinityccs.com
Web: www.infinityccs.com
Situated in North Tyneside Cobalt is the UK's largest office park, with occupiers that include private sector companies including P&G, Banco Santander, Ramsey Healthcare, Orange, EDS, AccuRead, Balfour Beatty and Formica, and public sector organisations that include North Tyneside Council, Northumbria Healthcare and JobCentre Plus.
Also just opened is the 120,000 sq ft (11,148 sq m) Cobalt Business Exchange, a serviced office facility for smaller businesses, which includes a conference centre for 100 delegates, reception area and meeting and presentation rooms.
A very active Cobalt Community is led by two on-site co-ordinators who organise everything from bespoke travel to work plans and cut price travel tickets to Tai Chi and pilates sessions.
On completion Cobalt will comprise more than 2.25 million square feet and will employ more than 20,000 people.
Contact Details:
Mary Dryden, Managing Director
MDA
• Public Relations • Advertising • Design
19 Milkhope Newcastle upon Tyne NE13 6DA
Tel: +44 (0)121 450 7830
Web: www.mda-mpr.com
Call Centre Helper is the UK's most popular call centre magazine with over 30,000 readers. It is a free, weekly online magazine aimed at giving call centre people up-to-the-minute advice on how to make their businesses work more effectively.
Separated in to four distinct areas – call centre management; call centre technology; call centre life; and call centre jobs – the aim is to help readers navigate as swiftly as possible to the area that interests them most. To this end, there are lots of regular features, such as a Q&A column that asks people with real-life call centre experience to answer the real-life problems faced by their peers in the industry, and a monthly ‘What to look for when buying…’ series, offering guidance by industry experts on the latest must haves in the world of Call Centre technology.
So, for advice and tips on management, technology and working life, visit Call Centre Helper at www.callcentrehelper.com
