Call Centers at Screwfix Celebrate Recognition

By Mini Swamy, TMCnet Contributor

The “Top 50 Call Centers for Customer Service” initiative created by Call Center Focus, is a benchmarking study, in partnership with GfK NOP, one of the U.K.'s leading independent market research organizations. Its goal is to help call centers find out from the general public what makes a good calling experience, and inspire other contact centers to attain the levels of customer service provided by the Top 50 members.

Screwfix, the U.K.'s leading multi-channel supplier of thousands of high quality screws and other products, has passed scrutiny and is celebrating its success at being voted11th overall in the Top 50 Call Centers for Customer Service Awards. Staff members from the call center were present at the Awards Ceremony at Park Lane's Hilton Hotel Hosted by TV Presenter Kate Thornton.

Mystery shoppers assessed customer service representatives at U.K.'s leading multi-channel supplier of over 18,000 trade products.

From the time the business started as a mail order operation some 30 years ago, to its currently being the hub of the highly successful multi-channel business, which enables customers to “Call, Pay and Collect” through a network of 150 Trade Counters, and supporting a strong e-commerce proposition, the call center is at the heart of Screwfix.

Expressing her gratitude to the staff for all their efforts, Screwfix Call Center Manager Karen Wenborn said that she was thrilled at the success as it was the first time that they had entered.

While getting into the Top 50 was by itself an achievement, being ranked 11^th was fantastic. Wenborn also added that their call centers served over 16,000 customers weekly, and that 95 percent of Screwfix customers were willing to recommend the company's call center to friends, was testimony of its commitment to customer satisfaction.

(source: http://www.tmcnet.com/channels/crm-software/articles/112501-call-centers-screwfix-celebrate-recognition.htm)