Insight

Sue Oakes (centre) and representatives of the Client Service Centre pick up their trophy at the Top 50 Awards from Rachel Riley (2nd left) and Josh Widdicome (right).

Dignity crowned Best Call Centre in the UK for 3rd successive year

Dignity’ Client Service Centre in Sutton Coldfield has once again beaten many high profile companies and household names to earn the title of Best Call Centre in the UK for the third successive year.

In the prestigious Top 50 Call Centre Awards Dignity out-performed the likes of American Express, ASDA, Aviva, Barclaycard, BT, ITV, J P Morgan and Nationwide Building Society in the UK's biggest ever research survey into call centres.

Nearly 1,000 guests attended the prestigious black tie awards ceremony at the Westminster Park Plaza, London, on Thursday 23 October. Television presenter, Rachel Riley and comedian, Josh Widdicombe, took to the stage to present the best performing companies with their awards. Representatives from Dignity received the award for Overall Best Call Centre with a score of 97.4%.

Dignity also won Best Small Call Centre, Best Customer Service in Emails and Best Call Centre in the Finance & Insurance sector. “I am really proud of how we consistently meet the needs of our clients and the survey has demonstrated that each year we’ve won by improving the level of client service we provide,” said Sue Oakes, head of customer services at Dignity.

The Top 50 ICCM Call Centre survey is conducted by market research company, GfK. It is compiled by mystery callers and real customers who make either simple or complex enquiries and record the results. Each organisation received over 400 calls at different times of day and on varying days of the week over a 3 month period. The full results will be printed in a special supplement of The Sunday Telegraph on 14 December.

Raj Dattani, programme director for the Top 50 Call Centre Awards said: “This is a great performance from a very inspirational business. Dignity have worked extremely hard over the last few years, really taking the insights the research has provided and using real customers to implement positive changes to reflect what their customers have said. Dignity is a business that we have seen improve year on year in the Top 50 survey and are truly ‘all about the customer’.” Dignity’s long-term partners, Age UK Enterprises, are also eager to praise the team in the Client Service Centre.

Gordon Morris, managing director, said “Age UK has worked with Dignity for 25 years now, and their success as the Best Overall Call Centre is not a big surprise to us.  It’s comforting to know that when an Age UK customer contacts Dignity they will get the best service possible in the UK.”