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F&C Investments is the UK’s Number One Call Centre for Customer Service

Posted on Oct 12 2010
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Entry level for Top 50 programme increases by 7% year-on-year
 
Financial Services remains top performing sector with a score of 87%
 
Public Services Sector shows biggest overall improvement in service year-on-year up by 6%
 
F&C Investments retains the number one position for a second year running with a whopping score of 97.54%, outperforming the financial sector average by 10.54%
 
97% of callers said their enquiry was completely resolved by  a single call
 
London, UK – 13th October, 2010:  Global asset management company F&C Investments has repeated its 2009 success to achieve the highest score in the UK’s biggest ever call centre benchmarking exercise, with an impressive 97.54%, outperforming the Financial Services sector average by 10.54%. The study, conducted by independent market research company GfK Mystery Shopping shows that the UK’s Top 50 Call Centres for Customer Service continue to raise the bar for the call centre industry, with improved performances across the board.
 
The benchmarking exercise also showed 96% of customers got through to the call centre on their first attempt. An impressive 97% of callers felt that their enquiry was completely resolved. And the number of calls put on hold fell by a third from 15% in 2009 to just 10% in 2010. Furthermore, 66% of callers to the Top 10 said that the call enhanced their perception of the brand.
 
The annual study, now in its third year, aims to drive up call centre standards by measuring customer service performance across five key areas: timeliness, ease of use, reliability, knowledgeable staff and personalisation. Over 18,500 mystery shopping enquiries were made to more than fifty call centres participating in the Top 50 Call Centres for Customer Service Programme and each participant was awarded a Customer Service rating in percentage terms.
 
The top five featured a Public Services sector organisation for the first time, with the disability driving scheme organisation Motability Operations capturing second place. Dignity Caring Funeral Services improved on last year’s position, climbing two spots to achieve third position. Laithwaites, the largest direct seller of wine in the UK was the best performing retailer, in fourth position with a score of 91.32%, and Specsavers shot up the rankings to reach fifth place. LOVEFILM.COM topped the entertainment, travel & leisure sector and E.ON UK was the best performer in the utilities sector. 
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