Thought leadership

Dignity Caring Funeral Services achieved the highest overall score in the biggest ever benchmarking exercise for customer service within UK contact centres. The study, part of the ‘Top 50 Call Centres for Customer Service’ programme, shows the continuous raising of the bar by the UK contact centre industry, with the highest level of performances attained in the programmes’ 5 year history.

The Top 50 Call Centres for Customer Service programme revealed that overall 96% of customers got through to call centres on their first attempt. An impressive 96% of callers felt that their enquiry was completely resolved. And the number of calls put on hold fell by half from 2009 to just 9% this year with only 3% of all calls being transferred. Furthermore, 73% of callers to the programmes’ top ten performers said that the call enhanced their perception of the brand.

As part of the initiative to identify the best performers and to improve the perception of contact centres amongst the general public, research company GfK made tens of thousands of mystery shopping enquiries to more than fifty of the UK’s leading contact centres, across nine sectors – Retail, E-retail, Travel Services, Insurance/Financial Services, Banking/Credit Cards, Telecoms & Media, Utilities, Service Providers and Public Services

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