Following a three month period during which the judges carried out around 200 mystery shops in each category,the company has been shortlisted for Calls, Live Chat, Email and Social Media categories.
Andrew McCann, Head of Customer Services, is absolutely delighted with the achievements of his team. “Over the last 12 months, we have created a social media team, instigated live chat on our website, implemented new technologies and invested substantially in coaching and developing our colleagues.
“The 130-strong team who work in our contact centre deal with all the different market sectors we serve, both B2B and B2C. They could be talking to installers, merchants, housing associations or consumers. Sometimes they have to deal with difficult situations, for example, if someone is very distressed because their central heating boiler is not working, and they have no heating or hot water.
“Our goal is to provide the very highest quality of our customer service, whatever method the customer uses to contact us, and I am very proud that our team has been shortlisted for all four categories. Over 300 companies entered, including some of the most prestigious blue-chip names across all areas of customer service - for example banking and insurance companies, so this is quite an achievement.
“We are now keeping our fingers firmly crossed for the actual awards, which are on 23 January!” concludes Andrew.
Baxi Customer Support’s contact centre is based in Warwick and is open 365 days a year, and the company has a nationwide network of fully trained, highly skilled, Gas Safe registered engineers.