heateam call centre is one of the UK's Top Call Centres for Customer Service - and that's official!

Date:

19/10/2009

Baxi Group's Warwick based after sales operation heateam, has been named as one of the 2009 Top 50 Call Centres for Customer Service following the UK's biggest ever call centre benchmarking exercise. 

The study was conducted by independent market research company GfK NOP, who made 16,800 mystery shopper enquiries to the call centres to identify the best performers.  Each call centre was rated, using over 50 criteria, on timeliness, ease of use, reliability, staff knowledge and personal service and awarded a customer service rating.

Lee Robinson, Baxi Group Customer Service Director, said: "We are very proud and absolutely delighted that heateam has been recognised as one of the top 50 call centres in the UK.  When people call us, they are often distressed because their heating is not working so treating them with empathy and understanding as well as providing a timely and convenient solution to their problem is critical. 

"We have empowered our service centre agents to work as a team, encouraging them to highlight areas from the customer's perspective where our service could be improved, then finding appropriate solutions and implementing them.

"This is increasing motivation and allowing them to make a real difference.  Our ambition is for heateam to set the benchmark for service support within the heating industry, and this accolade is proof that we are making significant progress, competing with the best across a range of industries." 

Simon Thorpe, Programme Director for the Top 50 Call Centres for Customer Service, commented:  "We would like to congratulate heateam for their excellent performance which has resulted in them becoming a 2009 Top 50 Call Centre for Customer Service.

"This on-going benchmarking survey represents a landmark for the call centre industry, with over 50 of the UK's top call centres prepared to put their reputations on the line in order to raise service standards for their customers.

"We hope this initiative will inspire other call centres to improve their levels of customer service to reach the standards set by our Top 50 members"

The study was commissioned by the UK's Top 50 Call Centres for Customer Service, a programme organised by Call Centre Focus magazine, and designed to raise customer service standards in the call centre industry.  Call centres across five market sectors took part in the initiative.  Each had to demonstrate its commitment to customer service and generate extremely positive feedback from customers, industry organisations and experts.