F & C Investments contact centre, supported by outsource provider Teleperformance, has been voted 3rd in the UK’s biggest ever contact centre benchmarking exercise, coming less than 0.5% behind First Direct who was ranked 1st overall in the UK.
The contact centre based in Bangor, Northern Ireland, achieved one of the highest overall scores through research conducted by independent market research company GFK NOP.
The comprehensive study was organised by Call Centre Focus magazine and addressed 5 key areas of service; timeliness, ease of use, reliability, staff knowledge and personalised service. Each contact centre was rated using over 50 criteria and awarded a customer service rating in percentage terms.
Independent market research company GFK NOP made 20,000 mystery shopping calls to leading contact centres across 5 sectors; retail, financial services/insurance, telecoms and utilities, public sector and entertainment, leisure and travel – as part of an initiative to raise the standing of the UK contact centre industry.
Cheryl Robertson, Director of Retail at F & C Investments comments “We are delighted to have our efforts in providing excellent customer service acknowledged by the industry. The results show the dedication and commitment of our outsourced teams.”
Rachel Greenhill, Performance Director on the F & C account at Teleperformance comments “This is a great example of how an outsourced partnership can work and become custodians of the clients brand.”
Notes to editor:
For more information on F & C Investments please visit www.fandc.com
For more information on Teleperformance please visit www.teleperformance.co.uk. For press enquiries please contact Tina Stanley, Tina Stanley & Associates Tel/fax 01491 410250
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