Experience excellence in action at the OVO Energy Site of Excellence event. This exclusive event with the European Contact Centre & Customer Service Awards Gold winner of Contact Centre of the Year category will provide a behind-the-scenes look at their customer contact operations, offering valuable insights and networking opportunities.
OVO has reset its objectives and wider purpose, and transformed its approach to customer contact. The result is a 15% reduction in costs while increasing customer satisfaction by 18% and employee NPS by 27%.
Joining us at this in person event will give you:
- Ideas and inspiration for your contact centre strategy
- Operational approaches to apply when you get back to your own site
- Real world examples of how to reduce costs while improving CSAT and eNPS
- An opportunity to ask questions, engage with the host and contact centre professionals from across Europe
- A tour of the OVO Energy contact centre, giving you practical ideas that make a difference to employees
This is a wonderful opportunity to engage with fellow leaders across Europe and gain firsthand insights into what makes a customer contact operation truly exceptional.
Agenda
Click on each section to view the full details.
Start with a networking lunch and connect with other customer contact leaders.
With Leigh Hopwood, Chair of ECCA and CEO at CCMA
ECCCAS Gold Winner: Contact Centre of the Year 2024
With
- Joe Jones, Director of Customer Care, OVO
- Roseanne Baxter, Director of Care, OVO
Immerse yourself in a series of ‘Power-Up’ sessions designed to fuel your contact centre strategy with the secret ingredients that recognised OVO as ‘Gold Winner for Contact Centre of the Year 2024’. Guests will be split into four groups and taken on a journey to discover:
- The OneCare Ecosystem
- Change delivery in Onecare
- Tech in OneCare
- The OVO Site Tour
With
- Joe Jones, Director of Customer Care, OVO
- Roseanne Baxter, Director of Care, OVO
- Ashley Nichols, Head of Care, OVO
- Derek McNaughton, Head of Customer Care, OVO
- Naseera Hafeji, Head of Customer & Social Resolution, OVO
When is it?
Date: Thu 24 Apr 2025
Time: 12:00 – 17:00 (GMT)
Location: OVO Energy, Glasgow, Scotland
Who is it for?
Leaders of customer contact operations who are members of ECCA Partners.
How much is it?
Free of charge.
Getting there
Nearest train stations:
- Glasgow Central (5 minute walk)
- Anderston (9 minute walk)
- Argyle Street (12 minute walk, 8 minute drive)
Nearest Airport:
- Glasgow Airport (15-20 minute drive, 13 minute on public transport via 500 Airport Express to get off at Blythswood Street)