Category: Awards, training, Innovation, digital, social media, procedure, business processing
The Driver and Vehicle Licensing Agency (DVLA) and Salesforce have scooped the ‘Best use of Technology’ award at the Contact Centre Association (CCA) Excellence Awards in Glasgow.
Their success is as a result of a modernisation project to introduce a new multi-channel platform.
The Innovation Awards cover best practice and innovation in process, procedure and technologies, covering categories such as social media, digital, Business Processing and training.
DVLA and Salesforce celebrate joint award success
As a result of the modernisation project, DVLA’s customers can now get in touch using web chat for selected services. A small and dedicated team is also working on speech analytics and social media integration.
The project has delivered an integrated multi-channel solution using Salesforce Technology which means:
- advisors can answer enquiries on web chat, email and social media through a single platform
- consistent information is given to customers across all contact channels
- better social media support for DVLA’s customers
Rob Holohan, Product Owner, commented, “The new platform has transformed the way that we’re able to handle customer contact. Customers now have greater choice around how and when they contact us and can move seamlessly across our contact channels. Our advisors are able to answer all online contact within the same system. Having easy access to supporting knowledge articles has helped to reduce training times and makes life a lot easier for new staff.”
Emily Pople, Multi-channel Team Advisor, added, “This feels like a big step in the right direction for the modernisation of the Contact Centre and DVLA overall. I think it’s important that we embrace these changes and develop the skills to excel in an environment of digital customer service.”
Elaine Rees, Contact Centre Modernisation Project Manager, commented, “It’s great that DVLA and the Contact Centre Modernisation project have been recognised at a national level for making a difference to both customers and Contact Centre colleagues. It’s testament to the hard work and ability of the project team who are delivering this large piece of work, which has included building capability in-house with developers learning new coding languages and our testers using new systems across multiple services.”
John Hewson, Common Services Service Manager, added, “It’s great to see that all the new technology we’ve invested in for staff and customers is recognised by the CCA as top class and worthy of an award. It shows that DVLA is at the forefront of the industry.”
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