KC Contact Centres ranked in UK’s top 50 call centres for third year in a row

Thu Sep 22, 2011

KC Contact Centres ranked in UK’s top 50 call centres for third year in a row

It’s the third year running that KC Contact Centres has been recognised in the UK’s biggest ever call centre benchmarking exercise. The ranking exercise was commissioned by Call Centre Focus magazine with the aim of raising customer service standards in the call centre industry.

KC Contact Centres provides outsourced inbound and outbound customer contact services to the public and private sector. The benchmarking activity which took place to determine KC Contact Centres’ ranking amongst the UK’s best call centres tested the customer service delivered by the 300300 service it runs on behalf of Hull City Council, which provides a one-stop information service about all of the council’s services.

Last year it gained an impressive ranking of 24th out of 50 overall, and 4th in the public sector category. It is also the only outsourced contact centre in East Yorkshire to have been awarded the Global Standard for quality service from industry body the Customer Contact Association.

Tony Jopling, Head of KC Contact Centres, said: “To be recognised by the UK call centre industry just once is a fantastic achievement, let alone three years in a row.

“We’re thrilled to make the top 50 out of the 6,000-plus call centres who participated. Customer service is everything in our industry, and it’s great to get external recognition that the service we’re providing to local people on behalf of Hull City Council is top quality.”

The Top 50 Call Centres for Customer Service survey is unique in that the results are obtained through independent market research conducted by GfK Mystery Shopping, which makes over 18,500 mystery shopper enquiries to call centres to identify the best performers. Each call centre is measured across five key areas of service identified by customers as important to them (timeliness, ease of use, reliability, staff knowledge and personalised service) and awarded a customer service rating in percentage terms.

The KC Contact Centres team will find out its exact ranking later this month, when the Top 50 table and the best performers in each sector will be announced at a ceremony in London.


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