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"The Top 50 Call Centres for Customer Service programme continues to go from strength to strength and once again we are delighted to be a part of this fantastic bench marking experience. Coming first in our category in 2009 was a great achievement and one we are hugely proud of. Also the accolade of 7th overall within the UK gives us a massive incentive to work towards our goal of hopefully achieve that coveted Number 1 position this year.
The Top 50 programme helps us understand our customers’ needs more precisely by giving our team members a much clearer and concise goal on each and every customer contact. Customer satisfaction has always been our Number 1 priority when dealing with any type of query and it is fantastic news to be recognised for doing what we do best, helping the customer and making their day. "
- Nathan Buckley, Holiday Sales Manager, Bourne Leisure
‘The customer experience is a core ethos throughout our business,’ say Bourne Leisure. ‘We believe that first impressions set the tone for their holiday and our Call Centres are the very first step on their journey.’
The success of the Call Centres for Haven Holidays, Butlins and Warner Leisure Hotels - which are all based at Bourne Leisure’s Head Office in Hemel Hempstead can be seen not just in the sales figures (which are excellent), or the call conversion rate but in the positive response from customers.
‘I wish every company had a team like yours, then maybe customers would not get so irritated,’ said one customer. ‘Dealing with Call Centres is normally a bad experience,’ wrote Mr Smart, ‘But I’d like to congratulate you on an excellent service, product and well trained, helpful staff.’
To promote a good experience for the customer the Centre has to be good for the Team as well. Training is important and incentives help focus on different sales targets. Each centre puts considerable effort into making the whole working experience enjoyable with lots of initiatives in place to make it a fun place to work.
Many Team Members who work at the Bourne Leisure’s Call Centres have been there for more than 10 years - indeed, some have clocked up more than 20 years service. Our reputation is built on a quality brand and exceptional customer service and throughout our call centres this is our total focus.
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BOURNE LEISURE
