Workforce Optimization Featured Article
Contact Center Study Reveals Strong Performance in U.K.
By Susan J. Campbell, TMCnet Contributing Editor
First Direct, a telephone and online bank company, performed at an impressive 92 percent in the benchmarking exercise conducted by an independent market research company. The study revealed that call centers are getting the basics right as 93 percent of callers get through on the first attempt and 96 percent received first-call resolution.
Other companies with top performing centers included Denplan, F&C Investments, Lloyds TSB Insurance and Laithwaites, indicating strong performance from within the retail and financial service sectors. Considering the intensity of the competition in these sectors, performance is even more important here.
“There may be some way to go to transform the public perception of the industry,” said Hathway on CCF, “but no longer will the call centre be the unsung hero. Thanks to everyone [involved in the Top 50], we are finally able to communicate that far from being 21st century sweatshops barely worth a second thought, call centers should be recognized as performing a vital function — and performing it well.”
This study has effectively demonstrated that contact centers performing in the U.K. are doing something right: they are focusing on the importance of the customer and delivering strong performances. Those in competing regions could learn from these top performing centers in order to optimize their own performance.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi