 COCA-COLA ENTERPRISES
 | | "We decided to join the Top 50 Programme as we previously did minimal benchmarking across the organisations, our robust internal quality tracking gave us a view on how we thought we were performing but didn't give us any indication on how our customers viewed us. The Top 50 scheme will give us much more of an insight into this and we look forward to working with other organisations within the scheme to ensure our customer service continuously improves. "
Robert Flowers, Channel Development Manager - The Business Support Centre,
Coca-Cola Enterprises Ltd Coca-Cola Enterprises has two contact centres involved in the Top 50 Benchmarking for 2010, firstly our Business Support Centre in Peterborough, here we pro-actively service around 20,000 Coca Cola accounts taking regular scheduled orders, advising customers of promotions, new products, delivery times and more. Peterborough tends to be a one-stop shop for all our direct delivered customers, these include independent outlets, schools, work-places and special events. Our contact centre here is predominantly outbound focused but we do have a significant inbound function where customers can call with any type of query or place an order should we miss them when we call them. We have 135 FTE on site. Our Milton Keynes site has 50 FTE and is there to provide a service to our 250,000 equipment customers. We look after the customer from the original new Business enquiry, delivery of equipment to customers site, servicing and all queries through the equipment life. At the termination of the customer contract we also look after the withdrawal process. Our customer varies from the general public using our equipment through to B2B contract negotiations. The team are primarily inbound but we do outbound activities to support the customer's needs for example preventative maintenance and satisfaction surveys. As the longest opening call centre for CCE we also act as an over flow for the other call centre's in CCE meaning that our staff are multi skilled and able to provide a comprehensive service to our customers. | | |
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