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THE TOP 50 CALL CENTRES FOR CUSTOMER SERVICE

Congratulations to F&C Investments who were announced as overall top performers in The Top 50 Call Centres for Customer Service 2009. Find out which organisations were in the top ten performers and best in sector.

There are a limited number of participant places available for 2011, so contact the Top 50 team now to find out how your organisation can be involved.

TOP 50 UPDATES

F&C Investments were the top performers in 2009

F&C Investments is the UK's Top 50 Call Centre for Customer Service

Global asset managers F&C Investments achieved the highest overall score in the UK’s biggest ever call centre benchmarking exercise, conducted by independent market research company GfK Mystery Shopping

Current economic climate has a positive impact on customer service

Findings reveal that call centre queues overall are getting shorter, with 96% of callers getting through first time compared with 93% last year and that 66% of customers speak to a agent in less than a minute versus 58% in 2008

CASE STUDIES

Specsavers

Head of call centre services at Specsavers Jonathan George initially entered the Top 50 programme because he wanted to know how the centre compared to other best-in-class centres - but he got much more than he bargained for

P&O Ferries

“It’s motivated our staff, gained real commitment to the call centre from the board, and shown us how to talk to our customers better — so it’s a must for our 2009 strategy.” said Joe Keight, call centre manager - contact centre at P&O