As we approach the end of another year, I thought I would share a bit of an update on what has been an incredibly busy quarter for #TeamPelican.
Firstly, let’s talk customer service. I’ve mentioned in my blogs before about CMeX, the method used by the regulator to monitor customer service levels in the water industry, and I am incredibly proud to share that both Wessex Water and Bristol Water remain two of the highest performing water wholesalers in the market, with Wessex Water retaining their number one position year to date. The most recent scores announced in November saw us achieve our best billing scores since the implementation of CMeX. #Proud
Pelican, who provide the end-to-end customer journey for Wessex Water and Bristol Water, are incredibly proud to support our parent companies in their journey for service excellence, and the entire team have been extremely busy, looking for new and improved ways to improve and simplify the journey for customers even further.
Continuing on the theme of customer service and #TeamPelican have had an incredible few months on the awards run. In September, Pelican were thrilled to be announced the winner of the Customer Excellence Award at the Business Leader Awards. The ceremony, which was held at Ashton Gate Stadium, was an excellent opportunity to celebrate our recent success, but also to spend time with many likeminded businesses; passionate about customer excellence.
Following our success at the Business Leader Awards, we were very excited to be announced as a finalist in seven categories at the South West Contact Centre Awards. We attended the awards, held at the Bristol Marriott Hotel, with a number of our customer services team, and by the end of the evening we had snapped up a total of four wins! We were incredibly proud to bring home Best People Engagement, Best Customer Engagement, Mental Health in the Workplace, and the jewel in our crown, Contact Centre of the Year! These awards really are a testament to our amazing people who have continued to work incredibly hard throughout the pandemic to support our customers.