BSH Contact Centre Top for Customer Experience
United Kingdom - BSH Customer Service, which covers
the prestigious Bosch, Siemens, Gaggenau and Neff domestic
appliance brands in the UK, has won the coveted Total Excellence
and Quality (TEQ) service award for 2009.
The
BSH Contact Centre based in Kettering, Northamptonshire played a
vital role in taking first place in the white goods
manufacturers’ category of this national customer service award.
Opened in 2006 and employing 90 people, the Contact Centre
takes calls, arranges engineers’ visits, orders replacement
parts and liaises with customers before and after repairs have
taken place.
The TEQ award is administered and coordinated by Domestic &
General, the UK’s leading specialist provider of repair plans
for electrical domestic appliances. An impressive 94.5% rated
the service as ‘excellent’ or ‘good’ to beat eight other
well-known domestic appliance service organisations in the UK to
take first place.
The award is highly sought-after as it is wholly determined from
an independent survey, which is sent out to customers following
an appliance service visit to their home in the last 12 months.
Questions asked in the survey are designed to cover all aspects
of the customer service experience, from the initial phone call
to the company, right through to the satisfactory completion of
the appliance repair by the engineer.
The results showed that 95.7% of customers found it easy to
contact the BSH call centre and over 96% found the customer
service advisors polite, helpful and efficient. In addition,
BSH’s first visit completion of a service call reached an
industry-high of 82.7%. Furthermore, 97.7% said the BSH engineer
arrived on time and over 98% said the engineers were efficient,
polite, tidy and helpful.
Commenting on the award, BSH Contact Centre Operations Manager,
Colin Embling said: “We are all very proud of this outstanding
achievement, which recognises our commitment to excellence at
every stage of the service process. Continual investment and
improvement of call recording and monitoring, together with the
appointment of a Call Centre Trainer and Quality Team Leader,
have resulted in tangible staff development and progress"
"But we are not complacent. Plans are already in place to further improve our customer service in the coming months in a bid to retain this coveted award in 2010!”.
Photo shows BSH Customer Service Director Bernhard Vocke
(right) receiving the TEQ Award trophy from Lawrence Harrison,
Service Director, Domestic and General (left).
