Leading Midland’s housing provider whg was celebrating today after being named in the Top 50 Contact Centres in the UK.
The Top 50 Call Centres for Customer Service is an exciting initiative designed to create a benchmark for customer service excellence and works in partnership with GfK Mystery Shopping.
whg’s Customer Contact Centre, set up in 2008, received 200 mystery shopping calls over a two month period. Questions ranged from simple enquires to more complex scenarios.
Colleagues were unaware that the process was taking place, proving the consistence of the service provided to customers.
Walsall Housing Group will now receive a report detailing how they compare with other national contact centres in the UK, along with a ‘road map’ with operational recommendations.
Their exact placing in the top 50 will be revealed next month at a Gala Dinner in London.
Helen Roberts, whg’s Customer Services Manager, said: “We decided to enter whg into this league table to see how we compare against call centres outside of the housing sector. We were keen to see how we fared against private sector call centres, many of whom will be large scale, national operations.
We will use anything we learn about our own performance and industry best practice to enhance what we do already. To be placed in the top 50 in the UK is a huge achievement and a testament to our extremely competent customer service colleagues.”
The group set up their Customer Contact Centre three years ago and performance has improved year on year. The team of 23, including full and part-time colleagues, handle 4,000 incoming customer enquiries per week and are responsible for 500 outbound calls.
Walsall Housing Group was the first business of their kind to launch an 0300 number, which means customers always pay a local call rate, even from a mobile or when abroad, to increase accessibility to all.