The Exchange 2023 – Simply Contact: Ukraine – Operating under adversity

In terrifying, unprecedented circumstances at the start of the war, this customer service outsourcer based in Ukraine, pivoted themselves to ensure that they had minimal downtime and were able to support their colleagues and customers in a truly remarkable way. Keeping a people centric philosophy, Simply Contact adopted an agile approach to enable their teams to operate, whilst dealing with different challenges every day, and a virtual proposition with a robust business continuity programme. They volunteered to support a government helpline that was struggling with increased volumes of calls and lower staffing levels as some staff simply couldn’t continue to work. The judges said that the fact that Simply Contact managed to keep the business going and retained all their clients is extraordinary enough but coupled with their move to provide helplines for their countrymen and women makes this moving and impactful story, truly award winning. A great example of how adversity can bring people together.

Gold: Best Crisis Management Approach

To hear from other award-winning projects and teams of those that won at the European Contact Centre & Customer Service Awards 2022, please click here.