We were rated number one for customer service in the UK utility and telecoms sector in the Call Centre Focus Magazine Top 50 Call Centres for Customer Service Awards in 2008/09. We achieved a score of 86 per cent against an industry average of 82 per cent for the sector as a whole in the UK’s biggest ever call centre benchmarking exercise. Overall we were placed 14th out of the top 50 call centres in the UK across all industry sectors.
The survey consisted of 20,000 mystery shopper making calls to 50 of the UK’s leading call centres across five key business sectors – retail; financial services and insurance; public sector; entertainment, leisure and travel and utilities and telecoms. Each call centre was rated using over 50 criteria across five key areas of service – timeliness, ease of use, reliability, staff knowledge and personalised service – and awarded a percentage rating for customer service.
The survey showed that the utility and telecoms sector, which we headed, performed particularly well for ease of use and reliability. Other telecoms and utility companies surveyed included Carphone Warehouse, EDF Energy, O2, Orange and Vodafone.
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