Insight

Staff from Dignity's Client Service Centre receive their award at a ceremony held at the London Hilton Hotel

Client Service Centre placed in the top 3 call centres in the UK

The Client Service Centre in Sutton Coldfield are celebrating following their accreditation as one of the top 3 call centres in the UK for customer service.

This is the second year in succession that Dignity has achieved a top 5 spot but this year they have climbed two places. The Dignity Client Service Centre achieved a score of 91.78% against a Top 50 average of 86%.

The UK Top 50 Call Centres for Customer Service study is commissioned by Call Centre Focus magazine and modelled on The Sunday Times 100 Best Companies To Work For Programme. Over a period of 12 months a series of exercises were carried out to benchmark call centre experience in this country and was conducted by independent market research company GfK.

The Top 50 was compiled by mystery callers made up of differing gender, age groups and background and the service tested for timeliness, ease of use, reliability, staff knowledge and personalisation. Each organisation received over 400 calls at different times of day and on varying days of the week.

“I'm absolutely delighted that we've received this award,” said Sue Oakes, Head of Customer Services. “The Top 50 initiative provides us with a mechanism to understand what we are doing well and where we can further our improve our service."

"There is a good team spirit in the Client Service Centre. We continually share our knowledge, experiences and best practice to help maintain and improve the service we can all provide as individuals,” she added.

Simon Thorpe, programme director for Top 50 Call Centres for Customer Service, commented: “I would like to congratulate Dignity for their truly outstanding performance. We hope this initiative will inspire other call centres to improve their levels of customer service to reach the standards set by our Top 50 members.”