KC Contact Centres named as top 5 public sector call centre

Tue Nov 12, 2013

KC Contact Centres named as top 5 public sector call centre

KC Contact Centres, part of local communications provider KC, has been ranked as one of the top five public sector call centres in the UK’s biggest call centre benchmarking exercise.

The Top 50 Call Centres for Customer Service survey is run by Call Centre Focus magazine with the aim of raising customer service standards in the call centre industry.
KC Contact Centres was ranked 25th overall out of the UK’s 6,000-plus call centres, and fifth in the public sector category.

The ranking is based on 200 mystery shopper enquiries made to the 300300 service KC Contact Centres runs on behalf of Hull City Council to assess it across five key areas of service identified by customers as important to them (speed of response, ease of use, reliability, staff knowledge and personalised service).

The 300300 service has been operated by KC for 11 years and will be transferred to global outsourcing firm Serco at the start of next year.

KC Chief Executive Kevin Walsh said: “This is the fifth year in a row that the quality of our customer service has been recognised in the Top 50 Call Centres ranking, and each year we use the feedback we receive from the benchmarking exercise to improve our service further.

“It’s disappointing that we won’t be providing the 300300 service going forward, especially as we’re the top-ranked outsourced public sector call centre, but we’re pleased to have set such a high standard for the council’s new supplier to maintain.”

Other KC Contact Centres clients include Network Rail, Bolton Metropolitan Borough Council and bathroom retailer Victoria Plumb. Last month KC Contact Centres reported that its contract with Victoria Plumb has led to the creation of more than 30 local jobs this year alone.

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