Liverpool Direct Limited - Shortlisted at the Innovation Awards 2011

Liverpool Direct Limited’s Careline Service is one of five public sector organisations to have been shortlisted as a finalist at the renowned Contact Centre Innovation Awards 2011.

The Contact Centre Innovation Awards, organised by the Professional Planning Forum, has recognised all finalists for making a significant impact on contact centre performance, operations and strategy in the last year.

Careline’s awards entry highlighted the successful transfer of the Service from the Local Authority to Liverpool Direct Limited in September 2008, the complete review of the operation, including cost, staffing, processes, technology, and customer experience that have taken place. Other achievements outlined in the submission included exceeding all service level and contractual targets whilst substantially reducing budget; the introduction of a range of new technologies which have improved efficiency, accuracy and delivery of customer service experience; a complete review of training, shift requirements and improvement in staff engagement.

Louise Gray, Head of Public Access, said: “For Careline to be shortlisted for this prestigious award is a fantastic result. This recognition further acknowledges all we have achieved over the past two years. Careline is a ground breaking unique service and was the first to provide access to Social Care services. We receive many visitors from Local Authorities across the country looking for ways to develop their service. We are extremely proud of the service.”

“All our finalists have achieved exceptional results in a very tough year”, explains Paul Smedley, Executive Director of the Professional Planning Forum. “This year the shortlist has a greater scope and diversity than ever before reflecting a sea-change in what ‘good’ looks like for customer contact operations. Liverpool Direct Limited should be very proud indeed of their achievement.”

Next month, Careline will host a site visit from the judges and the service will be reviewed against its submission. The winners will be announced at the Customer Contact Planning 2011 conference on 12th April in Birmingham.

11th January 2011