NewVoiceMedia announced today that it has been selected as a finalist in the UK Customer Experience Awards 2012, for its professional services provided to global leader in talent measurement, SHL.

The annual awards celebrate the exceptional incorporation of customer experience into business strategy, positively and sustainably impacting upon results. In the final stage, remaining entrants will be evaluated before a panel of judges at the Finals and Gala event on Friday 21 September at The Grand Connaught Rooms in London.

SHL, supported by NewVoiceMedia, has delivered a transformation programme, deploying new working practices and true cloud technology, resulting in a measurably improved customer experience.

This change was the result of a global customer service provision being deployed in four locations (Stockholm, UK, USA and South Africa), having consolidated more than twenty outsourced locations. The service is available in 11 languages, with customers able to select the agent most appropriate to them based on geography and language.

As a result of NewVoiceMedia’s true cloud contact centre solution, ContactWorld for Salesforce, SHL has been able to deliver a truly global service and now answers 90 per cent of calls within 20 seconds, irrespective of where they are in the world.

Jonathan Gale, CEO of NewVoiceMedia, said: “We’re looking forward to attending the Finals & Gala Awards event and presenting to the judges. We’ve worked tirelessly with SHL to help completely re-design its customer experience and are incredibly proud to have reached this stage in the award proceedings. With first call resolution up to 95 per cent, it is clear that SHL’s customer service has been dramatically improved and we’re excited to hear what the Customer Experience Awards judges have to say about our joint efforts.”