Recognised last year for an operationally mature and customer-driven approach to contact centre delivery, New Ireland Assurance was shortlisted for the Customer Contact Centre of the Year award at the Irish CX Impact Awards 2025, putting forward a case built on high-volume service excellence, digital innovation, and a demonstrably engaged frontline team operating within one of Ireland's most regulated industries.

At the heart of New Ireland Assurance's entry was a contact centre handling over 390,000 customer interactions annually — a scale of operation that places significant demands on consistency, accuracy, and the quality of individual customer experience across every touchpoint. Rather than treating volume as a constraint on quality, the organisation's submission demonstrated how a culture of continuous improvement and empathetic service delivery had been embedded into the contact centre's day-to-day operations.

The shortlisting reflected the judging panel's recognition that New Ireland Assurance had built a contact centre model where digital tools and human capability were developed in tandem, with technology deployed to enhance rather than replace the quality of direct customer engagement. Innovative digital solutions supported the team's ability to resolve complex queries efficiently while maintaining the standard of care that customers in financial services require.

The recognition reflects the standard the Irish CX Impact Awards apply to contact centre entries, where shortlisted submissions must demonstrate not just operational scale but a clear and evidenced connection between team culture, digital investment, and measurable customer outcomes across a regulated and demanding service environment.

As the 2026 cycle draws closer, Ireland's customer service community faces a clear challenge: who will bring the same level of operational discipline and customer-first thinking to the next awards?

Visit the official awards website to explore past winners, review award categories, and subscribe to the newsletter for updates and insights into Ireland's customer experience landscape.