Virgin Media has taken away a top award for its customer service at the Customer Shared Services Awards. 

The media, telecoms and broadband company was awarded the ‘Best Customer Experience’ award by the Customer Contact Management Association, which recognises high standards and service excellence achieved in the Irish contact centre and shared services sector.

Virgin Media was singled out for “demonstrating continued outstanding progress in the delivery of customer experience”. The judges said they were particularly impressed with the company’s strong customer-centric ethos and “single-minded focus to innovate to do things better”. 

• Download details of the all CCMA 2018 award winners

“This is a company that values both customer and agent insights to drive continual improvement by implementing many initiatives that have resulted in improved experiences for customers,” said the judges.

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Vice president for customers Michael McCarthy commented: “Winning this award two years running proves how customer experience is now truly part of the DNA of our whole business. Our team’s commitment to making it easy for our customers is authentic and genuine, and this was called out by the judges. Well done to our team in Limerick and thank you to our colleagues from across the business for the support.”

The company’s customer experience centre is at Roxboro in Limerick and the team there supports customers’ need at all service points — from sign-up, to detailed tech support, to billing.

Glen Winn, head of revenue assurance, fraud and risk at Virgin, received the Best Manger award for his team’s efforts to reach revenue targets while reducing risk.