Global asset managers F&C Investments achieved the highest overall score in the UK’s biggest ever call centre benchmarking exercise, conducted by independent market research company GfK Mystery Shopping.
 

Findings reveal that call centre queues overall are getting shorter, with 96% of callers getting through first time compared with 93% last year and that 66% of customers speak to a agent in less than a minute versus 58% in 2008.

UK’s biggest ever call centre benchmarking exercise reveals the UK’s Top Ten Call Centres for Customer Service with telephone and online bank First Direct scoring highest overall