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Celebrations all round at Bangor
Thursday August 07th 2008. Posted: 09:30
BT people at Bangor billing and enquiries have much to celebrate at the moment. A number of initiatives run at the centre have seen several people winning prizes and gaining recognition,
Billing and enquiries centre manager Karen Wyn Williams, who took over the role in March, said she was delighted that so much success had come Bangor’s way. She praised the hard work of the staff and said they deserved to be recognised. Naveed Akram, who is covering manager on the Welsh language bureau, won one of the top three complaint handler of the week prizes - a Wii and a £40 voucher. The customer was so impressed with Naveed’s help that her handling of the problem was highlighted to general manager Nick Robinson and BT chief executive Ian Livingston. Janice Owen won a Wii and two games for the promotion of BT.Com/selfservice and there were £30 prizes in the Inspire for BT.Com promotion. The Bangor site won £150 for the national overtime incentive, when extra resource was needed on WLR3 queues to support call demands. But it didn’t end there. Bangor won best in sector award for the national incentive “Odds to win”, with the prize of a trip to Aintree races. Three people from the three sectors attended, along with best sector manager Amanda Kirtley, Nick Robinson and Pauline Doyle. Karen herself won best in her sector prize for Nick Robinson’s two-week incentive which was to improve by at least five per cent on call handling times and first contact resolution. Mary Wood has recently won £100 worth of vouchers for continued promotion of BT.Com/selfservice, while advisor Emma Kewley won tickets to see Bon Jovi for achieving great results during national Star performers’ incentive. She also received £50 to put towards a new outfit for the occasion! Nick Robinson visited Bangor and was very impressed with the centre. He felt BT Bangor people were very positive with their concerns and feedback. “This was delightful to hear as people have worked very hard and to make that impression on our general manager is a huge success for me and my people,” said Karen. Nick recognised Paul Jordan for his continued success in both quality and quantity of work and Lyndsey Williams for taking ownership and accountability for her personal development. “Lyndsey has come a long way in a short space of time and frequently gets recognised by her colleagues for her coaching style. Jonathan Liggins, first line manager, was also recognised for his excellent sickness record - not having missed a day at work since he joined BT in 2001 - nor a single day off as an agency advisor in the previous ten years.
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Last updated:
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