"We’re keen to show both our customers and colleagues that we’re serious about delivering World Class customer service and continuing to save our customers money every day. Being able to benchmark ourselves against a wide range of Contact Centres covering many different sectors is a great way to understand what we need to do to continually improve our customer experience. The Top 50 scheme is a great way to do this!"
Paul Graves, Contact Centre Manager, ASDA Stores Ltd There are over 100 colleagues in the Contact Centre working in a variety of customer service roles. We handle many different queries; from straightforward calls about store opening times and locations/facilities to more complex contacts such as customer service queries and complaints.
Providing the best possible service to our customers is of paramount importance. We constantly look to work in the most efficient way possible so that we have more money to invest in our customers and help them to save money every day. Because customer service is so important we have recently re-launched a customer and colleague satisfaction scheme in the Contact Centre. We drive our colleagues to focus not just on the process side and accuracy of information they provide, but just as importantly on the ‘warm and friendly’ customer service they give to ASDA customers. We know that this ‘balanced’ approach to customer service is what ASDA customers want and expect from every contact they have with us - either in stores or when they contact the Contact Centre. We have a great support structure in place to support our colleagues and there is a strong focus on coaching and personal development. | 
ASDA STORES LTD
