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The Holiday Extras® call centre in Newingreen, Kent has been named as the UK's Number One in the Entertainment Travel and Leisure sector of the Top 50 Call Centres awards. Holiday Extras scored 85% for customer service against an industry average of 82%.
The award was made after detailed research involving 20,000 'mystery shopper' calls to 50 of the UK's leading call centres. Holiday Extras' call centre was examined across 50 different criteria in five key areas of service: timeliness, ease of use, reliability, staff knowledge and personalised service.
Peter Mooney, head of operations at Holiday Extras, said: "It's wonderful to be recognised as the best in our industry and is a tremendous boost for the call centre team. To receive this superb endorsement from our customers is the best that any company can ask for. We have a fantastic team and they are a key part of our business success story."
The prestigious awards, 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 initially stood out thanks to its numerous accolades and the positive feedback received from customers and industry experts.
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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 determine how the general public thinks they are performing through over '20,000' mystery shopping calls, half of which come 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.
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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