customer, Bass Retail Leisure has won the coveted Help Desk Support
Excellence Team Award. Presented at the 14th Annual Conference for Help Desk
and Support Professionals, the award is recognised as the ultimate accolade
for Help Desk and Support teams of all types and industries and is bestowed
upon the team demonstrating evidence of excellent service, as well as going
that 'extra mile' for their customers.
Sarah King, Service Manager at Bass Leisure Retail, commented, "We feel that
this is a very prestigious award to win within the industry, especially
since we were up against strong competition from other large companies such
as Volvo, Eircom, The Body Shop, Littlewoods and the Gartner Group to name a
few. Winning the award has also gained us recognition throughout the
company - even the Board Directors have sent their congratulations to the
"We were obviously delighted to win and since the award, companies have been
asking if they can visit us to see us in operation. We think we're very
special because we have high calibre employees and clearly defined processes
which have continued to evolve over time, helping to create a real
professional buzz at the Help Desk," she added.
Bass was one of three teams short-listed along with EirCom and Volvo. All
had to prove their competence in three key areas: People elements such as
quality of service, individual performance in support of team goals and
management; process elements such as the ability to provide 'extra value'
through effective processes; and the technology of how software tools help
in serving the customer. Initial entry details comprised a written
submission detailing performance in all three areas, with supporting
material. Judges subsequently visited each finalist to see the helpdesks in
action and interview the teams in more detail.
As a Datawatch customer, Bass Leisure Retail uses with its service
management solution QSM to deliver support services. Previous HDI award
winners include another Datawatch customer the BBC, as well as Royal Bank of
Scotland and NatWest Bank.