whg Contact Centre Recognized at Awards Ceremony
United Kingdom - Housing Group named as Top 50 Call Centre
whg colleague Russell Mumford
There may be hundreds of call centres across the UK, but whg's Customer Contact
Centre has beaten off stiff competition
to be named one of the nation's best.
The centre was announced as the 33rd best centre in the UK for
customer service at a glittering ceremony in London.
The Top 50 Call Centres for Customer Service poll rates the
service offered by UK companies and provides a benchmark so
contact centres can measure themselves against what the public
thinks a good calling experience should be.
It is compiled in conjunction with GfK Mystery Shopping and it
was the first year whg has entered the league table.
Its Customer Contact Centre, established in 2008, received
200 mystery shopping calls over a two month period with
questions ranging from simple enquiries to complex scenarios.
whg will now receive a report detailing how they compare with
other national contact centres and the chance to visit those
that came in the top 10.
Helen Roberts, whg's Customer Services Manager, said:
"We were over the moon to do so well in our first year of
entering and will now look at how we can improve customer
service even further to aim for a top 10 place next time.
"We thought it would be beneficial for us to see how we compare
to organizations outside the housing sector and with contact
centres of varying sizes and were delighted with how we did.
"Colleagues weren't aware that the mystery shopping calls were
taking place so it really is proof of the excellent service
provided to customers time after time."
The team of 23 colleagues working at the Customer Contact Centre
handles 4,000 incoming customer enquiries each week and is
responsible for 500 outbound calls.
An 0300 number was launched in 2008, with whg being the first
business of its kind to do so, meaning customers always pay a
local call rate, even from a mobile phone or when abroad to
increase accessibility.
The top 10 call centres were announced as follows:
1. Guinness Northern Counties
2. Auto Windscreens
3. Denplan
4. First Rate Exchange Services
5. Dignity Caring Funeral Services
6. Asda Stores
7. Britvic
8. Coca-Cola Enterprises
9. Worcester Bosch Group
10. RBS
About whg
whg (Walsall Housing Group) is one of the largest and most successful providers of high
quality housing in the West Midlands. whg houses in excess of
40,000 people in around 19,000 properties and has invested more
than £350million in homes and communities since its launch in
2003. Info:
www.whg.uk.com.
