Testimonials and Case Studies

CASE STUDIES

Asda

In 2010, the Leeds-based contact centre for retail giant ASDA won the prestigious title of ‘most improved call centre’ in the Top 50 Call Centres For Customer Service.

“We worked on quick wins first, and a lot of this was around engagement and training,” explains Thomas Kelly, ASDA Contact Centre’s operations manager. Read more...

Coca Cola Enterprises

Coca-Cola Enterprises only joined the Top 50 Call Centres For Customer Service in 2010, but has already become an active member of the Top 50 community.

The maker, seller and distributer of Coca-Cola soft drinks enrolled on to the programme because it wanted to gain better insight in to how its two business-to-business contact centre operations were performing. Read more...

Holiday Extras

Holiday Extras has historically done well in the Top 50 Call Centres For Customer Service. Since joining the programme at its inception in 2008, the travel add-on company has achieved consistently high marks.

“Back in 2008, we’d been looking for a company that could undertake an external customer satisfaction survey for us,” says Peter Moony, head of operations. “But when the Top 50 knocked on our door, we pretty quickly put our other plans aside." Read more...

Nationwide Direct

When Nationwide Direct first participated in the Top 50 Call Centres For Customer Service initiative in 2008, it had two simple objectives: to get an external viewpoint on how Nationwide’s contact centres were performing, and to correlate that information with its own internal perspectives.

Within a year, however, the world’s largest building society started to use the information much more strategically. Read more...

Wokingham Direct

When Wokingham Direct joined the Top 50 Call Centres For Customer Service initiative in 2009 – just a few months after opening for business – the rationale was to build a picture of how it benchmarked against its peers and to highlight what it was doing well and where there was room for improvement. Read more...

Specsavers

Jonathan George, Head of Call Centre Services at Specsavers, 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.

"It exceeded my expectations in terms of the detail of how we’ve performed," he says. "It helped me put operational plans in place, as well as securing investment from the budget-holders to make improvements." Read more...

United Utilities
“The best thing is that it’s judged by independent mystery shoppers rather than an awards panel, which means it’s based on true customer experiences.” Sally Ainsworth, Customer Strategy Director, United Utilities. Read more...

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 custo-mers better — so it’s a must for our 2009 strategy.”
Joe Keight, Call Centre Manager, Contact Centre, P&O. Read more...

TESTIMONIALS

	"Entry to the Top 50 Awards gave us a springboard for our customer focused improvement initiatives. It galvanised our front line into raising the bar on service delivery"
	"As well as inspiring our people the Top 50 Call Centre for Customer Service programme has provided invaluable feedback on the voice of our customers from which we can grow customer experience"
	"Motivational for staff and enlightening to Management, the Top 50 exercise is hugely rewarding"
	"A hugely beneficial benchmarking exercise which has identified clear opportunities to help us deliver customer service excellence"
	"We want to demonstrate to our customers and our people that we are good at what we do and I see the Top 50 as a great opportunity to do this"
	"The Top 50 Call Centres for Customer Service programme is interesting as it is an opportunity to be compared to other local authority call centres, as well as a diverse set of industry giants, through an independent assessment of our abilities to deliver good customer service. I know we are good, but in comparison to other call centres I have no way of benchmarking how good."
	"I am excited by the ‘Top 50 Call Centres’ initiative as I feel this would allow us to gain a fantastic insight into how our customers find their experience with us."