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Holiday Extras' call centre in Newingreen, Kent has been named as one of the UK's Top 50 Call Centres for Customer Service. The prestigious accolade, organised by CMP, publishers of Call Centre Focus magazine, and sponsored by Siemens, recognises Holiday Extras' dedication to providing an excellent customer experience.
Holiday Extras' call centre was invited to join the Top 50 initiative from more than 5,000 call centres in the UK and stood out thanks to its numerous accolades and the positive feedback received from customers and industry experts.
Holiday Extras, together with the other Top 50 call centres, will now take part in an independent mystery shopping exercise to judge their performance. The exercise, being carried out by leading researcher GfK NOP, will see 20,000 members of the general public measure each centre's customer service based on criteria - such as ease of use and staff knowledge - that was agreed by a series of independent focus groups conducted in 2007.
The results will be revealed at a gala dinner in London on October 9, where the Top 10 call centres in the UK, along with the top performers in a variety of categories will be awarded for their commitment and dedication to customer service.
"In the UK the general perception of call centres is that they are frustrating to deal with, impossible to get through to and totally unresponsive," commented Claudia Hathaway, editor, Call Centre Focus magazine. "The aim of the Top 50 Call Centres for Customer Service is to recognise that there are call centres in the UK that are delivering outstanding customer service and Holiday Extras is one of these call centres. The ultimate goal is to inspire the rest of industry to attain the levels of customer service provided by the Top 50 members, thereby improving standards and promoting best practice ensuring customers have a positive experience when they contact a call centre."
Peter Mooney, head of operations at Holiday Extras, said: "To be named among the Top 50 call centres in the UK is a great accolade and full credit goes to our call centre staff. We work tirelessly to ensure that we provide the best-possible service and to be shortlisted pays testament to the efforts of everyone involved."
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Note for editors
About Call Centre Focus
Call Centre Focus is the UK’s leading monthly magazine covering all aspects of the call centre industry and customer service in general. Articles give practical advice and tips on how to ensure successful and effective customer contact and the regularly updated website (www.callcentre.co.uk) ensures that readers are kept abreast of the very latest market news. In short, it is a one-stop-shop for call centre professionals everywhere.
About Top 50 Call Centres
The Top 50 Call Centre initiative is a benchmarking exercise in partnership with GfK NOP, a leading independent market research organisation, and sponsored by Siemens, that aims to help call centres find out how the general public thinks they are performing through over 20,000 mystery shopping calls, half of these from current customers of each independent call centre. Calls will be rated for customer service criteria identified by the customers themselves including timeliness, ease of use, reliability, staff knowledge and personalisation. The calls will reflect different enquiry types from simple requests to more complex enquiries, truly reflecting the range of calls the call centre receives. They will take place at different times of day, during peak and non-peak periods, including weekends.
About Siemens Enterprise Communications
Siemens Enterprise Communications is one of the world's leading suppliers of Unified Communications technologies. The company's unique Open Communications approach to providing software, solutions and services for enterprises of all sizes enables business processes to be more productive, faster and more secure - with any device, network or information technology infrastructure.
…remember
Holiday Extras is the UK number one for pre-booked airport hotels and airport parking, taking bookings for over 5.4 million travellers each year.
The company offer a wide choice of holiday add-ons including airport lounges, airports by rail, London theatre breaks, UK theme park breaks, and travel insurance.
For more information and to book please visit www.holidayextras.com or call 0871 360 2186.
Contacts
For more information please email Helen Gillilan or Michael Johnson, or call 01303 816 335.
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