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Simply Contact Wins Silver in UKCXA Award 2025 for Best BPO Partnership
We are proud to share that Simply Contact has been named Silver Winner in the UK Customer Experience Awards 2025 for Best BPO Partnership, recognized for our work with Ditto Music. This award matters because it shows how a focused, industry-aligned BPO partnership can transform customer support at scale.
Review process
The UKCXA process is rigorous. Each entry is reviewed independently by multiple judges in two phases: written submissions and live presentations. Judges assess innovation, impact, and delivery, and we competed against strong, high-quality entries from across the industry.
Award-winning partnership
Our collaboration with Ditto Music began in 2022 to overhaul their customer support. With a growing number of artists and music professionals reaching out in English, Spanish, and French, the challenge was managing inquiries quickly and clearly, while keeping the tone friendly and personal.
Support covers Tier 1 and Tier 2 queries, content and VEVO support, content quality control, and fraud and licensing. Switching from a ticketing system to live chat support allowed faster and more personal responses.
What really sets this initiative apart is our approach to agents. We built a team aligned with Ditto Music’s audience—independent artists and music professionals who value quick, informal, and thoughtful communication. From the start, we focused on hiring agents who are musicians themselves. Today, 80–90% of our team has direct experience in the music industry, which allows us to create genuine rapport with users and deliver support that speaks their language.
As a result, CSAT for the support team rose from 51% to 88%, project-wide CSAT improved from 54% to 82%, and response rates more than doubled. We also provide monthly feedback analysis to help Ditto identify product improvement areas.
We’re thrilled to see our work with Ditto Music recognized on such a prestigious stage, and we look forward to continuing to deliver exceptional, industry-aligned customer support. Here’s to our team, our partners, and the artists we support—thank you for making this achievement possible!
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