RAC Bristol wins ‘South West Contact Centre of the Year’ for second year running
The RAC collected the prestigious ‘Contact Centre of the Year’ award for the second year running at this year’s South West Contact Centre Awards.
The motoring organisation, based at Bradley Stoke on the edge of the M5, was successful in the medium-sized contact centre category.
The awards, held at the Delta Hotels by Marriott Bristol City Centre last week, recognise the hard work and dedication of contact centre professionals who are committed to delivering outstanding customer service and support and are a celebration of excellence in contact centre activity across the region.
The company’s Sales Operations team handles 1.6m calls a year from members and throughout 2024 and 2025 has focussed on simplifying its systems and processes to allow agents to provide an even better customer experience. This has led to the team seeing consistently strong customer feedback and colleague engagement results.
Judges’ comments included:
- “The commitment to continuous improvement of both business processes and people development is woven into the business culture.”
- “Clearly an ‘employer of choice’ committed to ensuring employees are given the opportunity to develop successful careers throughout the business. Where the customer experience is at the heart of service delivery.
In addition to picking up the ‘Contact Centre of the Year’ award the RAC won the Best Outsourced Partnership for its work with Concentrix which specialises in outsourced customer service solutions that combine expert knowledge with cutting-edge technology.
RAC Consumer Division chief executive Andy Baker said: “It’s a tremendous achievement to be named South West Contact Centre of the Year once, but our team has now done this for two years running which is absolutely amazing.
“The team has worked incredibly hard this year simplifying systems and processes for the benefit of all our members, so having this external recognition is really rewarding. These awards are recognised as the benchmark of excellence and customer service sector in the South West and only those that demonstrate the highest level of contact centre performance are successful. We’re now focussed on improving our service even further so we can make it three years in a row.
“It also shows that our contact centre is a great place to work as only a team that enjoys what it does can achieve these kinds of results.”
Jane Thomas, managing director of South West Contact Centre Forum, said: “This is an outstanding achievement which only a few companies have achieved in the 17 years of the SWCCF Annual Awards. This is testament to everyone in the business who has committed to making the contact centre one of the most exceptional in the region.”
To join the award-winning contact centre team at the RAC’s Bradley Stoke office visit the RAC’s careers website. There are also opportunities for trained mechanics to join the RAC Mobile Mechanics team where they will carry out garage-like servicing and repairs at customers’ homes and workplaces.
