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MSI UK awarded silver for Contact Centre of the Year Award

News from MSI UK  •  20 June 2023  • 3 min read

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MSI Reproductive Choices UK awarded silver for Contact Centre of the Year Award

London, 29th June 2023

MSI Reproductive Choices UK’s call centre in Bristol has been awarded silver for Contact Centre of the Year Award at the UK National Contact Centre Awards.

Based in Bristol with satellite hubs in Maidstone, Manchester, London and Brighton, our call centre “One Call” supports every one of the 85,000 clients treated by MSI UK each year. 

Our team of 200 colleagues work together to deliver an efficient service to our clients across the UK, helping them to access timely, accurate sexual and reproductive healthcare information when they need it. We have many different teams based in our call centre, going above and beyond to provide our clients with the support they need through our AbortionVasectomyContraceptionCounsellingSafeguarding, Right Care (for our clients with complex medical history) and Aftercare services.

Stephanie Canavan, Executive Director of Digital and Transformation at MSI UK, said:

“I’m so proud that MSI UK have won silver for Contact Centre of the Year.

This is recognition that what you all bring in the contact centre everyday is so powerful and should be acknowledged, such a team effort to get this award. So very proud and honoured to work with this team of 200 people.

This is only a sliver of the acknowledgment you deserve, but a huge representation of the passion and dedication you have for the work that we do.”

Clare Aldridge, Head of UK Business Performance at One Call, said:

“We are committed to providing timely, accurate sexual and reproductive healthcare information to people across the country by telephone, webchat and online booking. Our teams go above and beyond for our clients, responding to more than half a million enquiries in 2022. We are so proud that our hard work has been recognised at the National Contact Centre Awards.”

With disinformation about abortion on the rise and crisis pregnancy centres appearing across the country, One Call plays an essential role in protecting reproductive rights in the UK and ensuring everyone can make an informed choice about their bodies and futures.

The team also work hard to ensure that anyone who contacts the centre is safe, working with gender-based violence, mental health charities, and police or social services where appropriate, and providing counselling for anyone who would like to talk either before or after their treatment.

This recognition follows a transformational few years for the call centre, having introduced a web chat function in 2020 to ensure that people were more able to privately access essential healthcare. This eliminated the need to call the contact centre, if clients were not in a private space. One Call has also adopted hybrid working, which has allowed the call centre to recruit from a much wider talent pool.

MSI UK was amongst an impressive list of finalists, including HSBC, the Crown Commercial Service and Specsavers. 


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