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The team at phs Group is celebrating after customer service advisor Tia Thomas won Best Newcomer at the Welsh Contact Centre Awards.
Tia, who joined Caerphilly-headquartered facilities services provider phs in May 2019, was chosen for the prestigious contact centre award for her fantastic performance and outstanding customer service.
After being nominated by her team, Tia was thrilled to be initially shortlisted for the Welsh Contact Centre Awards before being interviewed as a finalist. The award judges were looking for evidence of exceptional vocational competence, achieving great results and making a difference within a short period of time in addition to excellent interpersonal skills. Tia’s track record at phs lead her to beat competition from finalists across Wales to be crowned Best Newcomer at the virtually-hosted ceremony.
“I felt shocked to win the award,” commented Tia. “I did not expect to be nominated for such an honour, let alone win. It’s such a surreal feeling, especially with the current times being so difficult. It was amazing to have the good news and see the impact my work has had on the company.”
Tia is not only a newcomer to the phs team but new to the contact centre industry. After internal training and support, Tia was a natural at the role and rapidly achieved an impressive Net Promoter Score (NPS), demonstrating high customer satisfaction following calls. She has now gone on to support new staff join the phs team.
Tia continued: “My experience has been like a rollercoaster. To go from feeling so nervous on my first call to building up an amazing customer rapport and having people ask for me specifically. Supporting new starters has been fantastic. I think being so new to the business myself gives them the reassurance that we all have the ability to strive for excellence and ensure our customer receive the best of us, always.
“I find working at phs very rewarding. All hard work gets rewarded and appreciated and the support system is amazing, from team manager Jen Hope to our operations manager Karl Taylor and the training I’ve had from learning and development partner Neil Andrews. Everyone goes above and beyond to help and support you, even through this difficult year. Without these people I really wouldn’t be in the position I am today, not only in phs with my award but also as a person. phs has really brought me out to be the person I am today. I couldn’t have done it without them.”
Catherine Richard, Head of Contact Centre of phs Group, said: “The winners of the Welsh Contact Centre Awards represent the very best of the contact centre industry so it’s absolutely fantastic that Tia brought the award home for phs, in a year that has been particularly challenging for the sector. We are really proud of Tia’s achievement in winning this well-deserved award, demonstrating her enthusiasm and commitment to providing the very best customer service which something we at phs strive towards every day.”
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