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TV shopping company gains top call centre award

Posted on Oct 08 2009
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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

 
 

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