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LDL contact centre is named as one of UK's Top 50 Call Centres for customer service
Date: 07/09/2009
Thursday 3rd September: Liverpool Direct Limited call centre has today announced that it has been named as one of the 2009 Top 50 Call Centres for Customer Service in the UK’s biggest ever call centre benchmarking exercise, conducted by independent market research company GfK NOP.
The study was commissioned by the UK’s Top 50 Call Centres for Customer Service, a programme organised by Call Centre Focus magazine and sponsored by Genesys and Noble Systems, to raise customer service standards in the call centre industry. Over 50 call centres - across five sectors – retail & distribution; financial services & insurance; telecoms & utilities; public sector and entertainment, leisure & travel - including Liverpool Direct Limited took part in the initiative all of whom had a demonstrable commitment to customer service, numerous accolades and extremely positive feedback from customers, industry organisations and experts.
GfK NOP made 16,800 mystery shopper enquiries to call centres to identify the best performers. Each call centre was rated using over 50 criteria across five key areas of service - timeliness, ease of use, reliability, staff knowledge and personalised service – and awarded a customer service rating in percentage terms.
Councillor Warren Bradley, Leader of Liverpool City Council and a Board Director of Liverpool Direct Limited stated: “This is an outstanding achievement for the whole of the Liverpool Direct Contact Centre. It reinforces their commitment to providing outstanding customer service. Once again and for the second year running our employees have excelled in securing Liverpool Direct Limited’s position as one of the UK’s Top 50 Call Centres. Answering 96% of calls received is simply excellent.”
Simon Thorpe, Programme Director for the Top 50 Call Centres for Customer Service, commented: “This on-going benchmarking survey represents a landmark for the call centre industry, with over 50 of the UK’s top call centres prepared to put their reputations on the line in order to raise service standards for their customers. We would like to congratulate Liverpool Direct Limited for their excellent performance which has resulted in them becoming a 2009 Top 50 Call Centre for Customer Service. We hope this initiative will inspire other call centres to improve their levels of customer service to reach the standards set by our Top 50 members.”
