Insight

Dignity call centre placed fifth in UK for customer service

The Dignity call centre in Sutton Coldfield has outperformed national competition in the UK’s biggest ever call centre benchmarking exercise.

Our team achieved fifth place with a score of 91.04 per cent in a survey conducted by market research company GfK Mystery Shopping. The overall Top 50 average was 84 per cent.

This study was commissioned by Call Centre Focus magazine and is modelled on The Sunday Times 100 Best Companies To Work For Programme with the aim of raising customer service standards in the call centre industry.

The results were 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 with at least half the calls being made by actual customers. 

“Everyone at Dignity was pleased to achieve a place in the Top 50 call centres in the UK when the initial results came out in September,” said Susan Oakes, Head of Customer Services. “But we are absolutely delighted to achieve a place in the Top 5 ahead of many household names from financial services and retailing. We pride ourselves on outstanding customer service and provide our advisors with extensive training and coaching, so it’s great that this has been recognised by the study.”