Shortlisted in three categories for the ECCCSAs 2025

We’re excited to announce that Axis Europe has been shortlisted for three awards in the 2025 European Contact Centre & Customer Service Awards (ECCCSA).

Axis Europe, part of a leading national property maintenance group (Axis CLC), delivers repair, maintenance and refurbishment services to keep buildings running efficiency across housing, health, education, and defence sectors.

Being recognised in multiple categories highlights our ongoing commitment to delivering exceptional customer service, investing in our people, and transforming the customer experience across all touchpoints.

We are finalists in the following categories:

• Most Effective Improvement Initiative
• Most Effective Learning & Development Programme
• Most Effective Strategic Transformation Programme

Mike Fleming, Head of Customer Services, commented:

Being named finalists in three categories at the ECCCSA Awards 2025 is a fantastic achievement for Axis Europe. It’s a true testament to the hard work, innovation, and commitment of our people across Customer Services. I’m grateful to every member of the team who continues to make a real difference to our customers every day.   At Axis Europe, we put our customers at the heart of everything we do, and this recognition demonstrates the impact of that commitment. These nominations highlight the progress we’ve made in transforming our services, supporting our people, and continually improving the customer experience.

Here’s a concise look at each entry, showcasing the innovative work and measurable impact behind our award nominations:

Most Effective Improvement Initiative

Contact Centre Centralisation

Axis Europe unified all contact centre operations into a single, resilient team, delivering consistent, customer-focused service. Using the ADKAR Methodology, we introduced a Customer Experience Manager, enhanced systems, and targeted training.

Results since April 2025:

• 34% improvement in service levels
• 5 minutes faster response levels
• 9% reduction in abandoned calls
• Higher staff retention and employee satisfaction
• Excellent client and resident feedback

Building on this success, we’re exploring extending this model across other customer touchpoints to further enhance customer service excellence.

Most Effective Learning & Development Programme

Empathy and Dementia Awareness Training

Axis Europe developed a programme for office-based teams and operatives, combining workshops, role play scenarios, case studies, and storytelling to strengthen empathy, active listening, and handling of difficult conversations.

Benefits:

• Improved call quality and reduced complaints relating to conduct
• Higher resident and client satisfaction
• 97% employee training satisfaction
• More confident call handling, reducing handling times

The programme fostered a cultural shift, empowering employees and reinforcing Axis Europe as a resident-first provider.

Most Effective Strategic Transformation Programme

Restructure of Customer Services

In 2022, Axis Europe restructured the Customer Service team to set a benchmark for excellence. The programme centralised the call and complaints team, introduced performance frameworks, and delivered empathy-focused training, supported by internal monthly Customer Experience Awards which boosted morale, engagement and recognition.

Results:

• KPIs consistently exceeded
• Reduced repeat contacts, increased efficiency
• Complaints about conduct decreased, compliments increased
• Staff retention significantly improved
• Clients and residents report higher satisfaction
• Scalable structure for future growth

This transformation has redefined customer service at Axis Europe, demonstrating the impact of leadership, vision, and a people-first culture.

We’re proud to share these highlights of our work and look forward to seeing who takes home the awards when the winners are announced on Tuesday 25^th November 2025.

About the ECCCSAs

The ECCCSAs are the longest-running and largest awards programme in the European Customer Contact Industry. They recognise organisations that lead the way in delivering exceptional customer service, continually innovate to improve the customer experience, value their people, and operate efficiently and effectively.