KC Contact Centres wins contract extension with BT Global Services

Wed May 25, 2011

KC Contact Centres has won a three-year extension to its contract with BT Global Services to provide outsourced contact centre services on its behalf.

The contract, worth £1.3m over the three-year term, means KC Contact Centres will continue to provide inbound customer contact services, including call and email handling, to a key central Government department.

Part of the KCOM Group PLC, KC Contact Centres provides inbound and outbound contact centre services as well as wholesale directory enquiries services and professional consultancy services. It has provided services to Government departments on behalf of BT since 2004 and its other clients include Hull City Council, Bolton Metropolitan Borough Council, Telephonetics VIP and Maureen 118 212.

Head of KC Contact Centres Tony Jopling said: “We’re delighted that our contract with BT Global Services to support its outsourced contract with central Government has been extended.

“It’s an important contract for us – BT has exacting standards for service delivery and their desire to continue working in partnership with us is a signal to other potential customers of the quality of the services we provide.”

Janet Parkinson, Commercial Supplier Manager at BT Global Services, said: “We only sub-contract to the best and most reliable suppliers and over time KC Contact Centres has proven itself to be one of these. We look forward to continuing our relationship with them.”

Earlier this year KC Contact Centres achieved the Customer Contact Association (CCA) Gold Standard in recognition of its commitment to providing excellent customer service.

To achieve the Global Standard it had to demonstrate, through a rigorous assessment process, that its recruitment, training and development and communications processes are all designed with outstanding customer service in mind.

In 2010 KC Contact Centres was ranked among the top five UK call centres for customer service in the public sector, and among the top 25 UK call centres for customer service overall.