 CASE STUDIES
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 go 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." 
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 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.” commented Sally Ainsworth, customer strategy director, United Utilities.
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|  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, P&O
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TESTIMONIALS  | | | | | | |  | | | | | | |  | | Neil Warren, Customer Services Manager - CA Team, Denplan "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" |  | |  | |
Graham Hardy, Head of Customer Care, Boots "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" | | |  | | Mark Andrews, Head of Mediated Channel Strategy: Cambridgeshire Direct Contact Centre, Cambridgeshire County Council 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. | | |  | | |
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