UCAS’ social media team have been named the best in Europe for customer service at the European Call Centre and Customer Service Awards. The awards, held in London on Wednesday 2nd October, saw UCAS come away as winners in the ‘Best social media in customer service category’.
As students, most, if not all of us, have had to deal with the higher educational admissions service UCAS, when applying for our places at university. Throughout the academic year, the team at UCAS employ advisers who are on hand to provide guidance and information for students and parents going through the higher education admissions process. On A Level results day this year alone they responded to over 3,000 individual queries. This award sees their efforts throughout this period rightly rewarded.
The team, who outdid some of the bigger, better known companies in the same category, such as EE, O2 – Telefonica UK and Sussex Police, pride themselves on their ability to recognise what their customers want; stating that: “UCAS realised some years ago that it was second nature for students to come to social media for information about applying to higher education. We’ve worked really hard to establish ourselves in that space by being creative and dedicated to customer service”. Their attitude appears to be successful, considering that the UCAS Facebook page has over 70,000 likes, while the Twitter account has over 50,000 followers.
The Head of Contact Centres at UCAS, Stuart Balnaves, said: “We’re thrilled to have won the award against such strong competition.” A winning streak they hope to continue, as on the same day, the digital team at UCAS discovered they have been shortlisted for the further accolade of ‘Best Social Media Customer Service Strategy or Campaign’ at the Social Buzz Awards this November.
– News Writer