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June 1, 2016

Agria’s Contact Centre is an Award Winner



Ibrar Hussain

(Left to right) Perry Sanger – awards judge, Agria winner Ibrar Hussain and Ann-Marie Stagg – CEO of CCMA and awards judge.

Agria Pet Insurance’s Contact Centre is celebrating after becoming the proud recipient of awards given out by the Call Centre Management Association (CCMA). The company’s achievements are all the more remarkable given the size and reach of the other nominated companies who include household names like British Gas, Sky, BUPA and Sage.

The company’s biggest winner on awards night was Ibrar Hussain who was announced as the Outbound Team Manager of the Year (Bronze award winner). Ibrar was singled out not for his personal success in his job but also for his ability to coach, lead and motivate his team. Danni Parsons-Moore who heads up the contact centre says, “The commitment and dedication Ibrar demonstrates is outstanding and is reflected in his team’s performance.”

Managing Director Simon Wheeler believes the awards reflect Agria’s emphasis on personal contact, “We’re delighted to be acknowledged for what we think matters the most. We place huge importance on talking to customers to make sure the policy they buy reflects their needs and provides sufficient cover for their pet. This is a very different experience from selecting the cheapest policy found on the Internet and finding that it doesn’t measure up to expectations or could even compromise the cover offered by any alternative policy in the future.”

Agria was also represented by team member Louise Hooper who was finalist in the Quality Manager of the Year category. Helen Finnie was shortlisted to the second stage for the Customer Experience Champion award and Megan Lamont was short listed to the second stage for the Learning & Development Champion award.

The awards were announced on 18th May at The Brewery in London and attended by over 700 customer care professionals. The winners are chosen based on a rigorous selection process which includes an assessment of the initial nomination, followed by face to face interviews carried out by the judges. The nominees, their managers and their direct reports are all interviewed and only the best people progress to the shortlist for the final awards.

Danni says the team has put in tremendous efforts to get to this point, “Our programme of training has included workshops, external training, attending conferences and seminars and best practice visits. Everyone has really worked very hard and appreciates that the health of a much loved pet is partly in their hands. To be able to provide the very best service we need to be the best at what we do. These awards demonstrate that we really are succeeding in that.”