The winning streak continues as the Driver & Vehicle Licensing Agency’s (DVLA’s) Contact Centre, heading a strong field, crosses the finishing line in first place once again.
It’s been a tremendous run of success for the Contact Centre – who made it ‘three in a row’ when they picked up the People Development Award at the Welsh Contact Centre Forum Awards 2007.
In September 2007 they gained accreditation to the Customer Contact Association Global Standard for both the Contact Centre and their Management Training programme entitled ‘Momentum’ - making them the first Contact Centre to achieve both accreditation awards simultaneously. The Contact Centre also won the CCF European Contact Centre Award for Best Improvement Strategy.
A key element in these successes has been the purpose built ‘Momentum’ development programme for Managers. This has been specifically designed to simultaneously promote the desired dynamics, culture and behaviour within the Centre. This is achieved by enhancing the key skills, knowledge and understanding of the managers to build engaged and motivated teams, and to optimise performance.
This approach satisfied key criteria of the People Development award that looked at how companies address ongoing development needs for individuals, departments and whole organisations to ensure that business needs are met. The judging also took into account how people development affects the company ethos and how it is embedded in the company culture.
In addition to ‘Momentum’ the Contact Centre also promotes people development through a revised training approach, resulting in a more efficient, flexible and productive delivery, and the introduction of performance and quality frameworks to ensure regular engagement between line managers and their staff on issues of performance and development. These development strategies are delivering excellent results. Ian Broom, Head of the Contact Centre was delighted with the win. He praised staff for their commitment, saying:
"With the skills gained through the ‘Momentum’ programme, Teamleaders are demonstrating a greater degree of confidence, initiative and accountability in their management roles. This has been particularly evident through the performance and quality frameworks that have proved highly effective in promoting a growing culture of self-development among our staff. Improvements in people and performance management have realised an 18% increase in productivity."
- ends-
Notes for Editors
DVLA’s Contact Centre answers all Vehicle and Driver related telephone enquiries directed to DVLA from the public, commercial customers and public bodies (totalling approximately 1.2 million calls per month).
The Contact Centre also responds to Vehicle and Driver e-mail enquiries and provides technical telephone support to customers conducting specific on-line transactions with the DVLA.
To deliver these services the Centre employs 890 staff; this includes trained Telephone Advisors and Teamleaders supported by a network of staff providing a range of management and development functions.
All press enquiries should be directed to:
DVLA Press Office
01792 782318
