Premier logo   Home  |  Contact Us  |  Site Map  |  Print page  to print
call centre banner

Call Centre Update News  

TV shopping company gains top call centre award

Posted on Oct 08 2009
Call Centre Update News >>

Organised by the Professional Planning Forum, awards were presented to six organisations, selected by a team of judges which visited each of the 15 finalists.

QVC’s head of planning, Tracy Rice, said: “The most important thing we did was to stop and think: to reflect on how we did things and how the way we did thing impacted on our teams and our customers.”

The changes at QVC led to an improvement in occupancy in the call centre of 25 per cent with recruitment of 46 home workers.  Using management information, self-service staff administration and call causation analysis reduced admin time for team leaders from 50pc to 11pc, cut holiday queries by 23pc and highlighted the customer experience.

The other awards:

Customer Planning  British Gas for improvements which halved the number of missed appointments and cut calls per visit by 26pc through telephone calls and text messages

Back Office Operations  Coventry Building Society for its “same day in, same day” initiative

Customer Focus  Kwik Fit Insurance which established a model business, Smart Co, which acted as a test bed for new ways of working.  It led to a rise in customer satisfaction of 37pc and a drop of just over 90pc in staff attrition


<< Archive
call centre contact

Are you looking for an 'Award Winning' Call Centre?

Premier Call Centre are able to take your calls efficiently and professionally helping your Business, or Organisation run as smoothly and cost effectively as possible. Call us today on 0871 875 7000 for a FREE no obligation quote.

UK Contact Centre

Our service standards are not only second to none, but we can also save you significant time as well as money. Our Call Centre can work out far cheaper for you to employ us to support your calls than employ your own team of staff. Call today!

satisfaction gaurantee

Premier Call Centre News:

Indian call centre executive sends terror emails

 An Indian call centre manager decided to test the police in Mumbai by sending terror emails.

South Africa becoming contender for call centre business

South Africa, and especially Cape Town, is growing as an international hub for off shore service providers.  

Emergency call centre to move out of Oxfordshire

 The Fire Brigade Union have said they will fight to keep an emergency call centre in Oxfordshire.

Santander saves 300 call centre jobs

 The call centre, previously run by the Royal Bank of Scotland, is going to be taken over by Santander saving almost 300 jobs.


Call centre staff asked to work longer into the evenings and on Sundays

 Call centre staff working for Thomas Cook are in discussions with the management who want to extend their working hours into the evenings up to 10pm and on Sundays.

<< Archive






Terms and Conditions - Privacy - Advertisers - Call Centre Information - Contact Centre - Contact Us