Nottingham, UK, 10th July 2014 — Experian’s Consumer Contact Centre based in Nottingham, UK, has scooped the ‘Medium Size European Call Centre of the Year’ award at the recent European Call Centre and Customer Services Awards (ECCCSA).
The ECCCSA event recognises professional excellence throughout the UK and Europe and the panel judged that Experian had excelled within the ‘Medium Size European Call Centre of the Year’ category bettering several other outstanding nominations. The awards enable organisations to benchmark themselves against each other and industry best practice, demonstrating a commitment to customer service excellence.
Supporting customers sits at the heart of Experian’s business. Each year Experian provides credit reports to around two million people and handles more than 3.5 million requests for advice and support, helping customers with a variety of queries by phone, email and post. The award-winning Experian Contact Centre team has continued to build on recent successes by providing an exceptionally high quality service to around 4,000 customers calling in each day, with customer support and satisfaction being at the heart of the operation. In the past year, due to the dedication and commitment of the team, customer satisfaction has increased significantly. For example, a new initiative has resulted in Experian proactively engaging with more than 10,000 customers to educate them on their credit reports and credit ratings.
The ECCCSA judges said:
“What clinched the trophy here was this centre’s understanding of its customers, its enjoyable work environment, how it invested in developing its colleagues, forward-thinking use of technology, and real commitment to good customer service.”
Suzanne Smith, Managing Director of Customer Experience UK & Ireland for Experian, said:
“It’s that last line which really stood out for me – “a real commitment to good customer service”. It proves that service really matters, and was probably the key differentiator for our win. Helping our customers day in day out is what we do well and it’s fantastic to be recognised as best in class by our peers. We will now continue to build on this success, keeping our customers the focus of everything we do. Experian has been shortlisted and won awards several times in recent years and this will be a welcome addition to our collection”
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PR Manager, Credit Services & Decision Analytics
Phone: +44 (0) 115 99 22645
Mobile: +44 (0) 7971 709 274
About European Call Centre & Customer Service Awards
The European Call Centre & Customer Service Awards is the most prestigious annual European customer contact event to showcase and celebrate excellence across the entire industry. The awards promote best practice and innovation in customer service and contact centre excellence, and highlight its importance in today’s business climate.
As a result of merging the National Customer Service Awards and the European Call Centre Awards, the European Call Centre & Customer Service Awards offer a single platform to demonstrate customer service and contact centre excellence through a series of new and refreshed categories which cover everything from ‘Best Outsourcing Partnership’, and ‘Frontline Professional of the Year’ to ‘Best Online Customer Service'.
Experian is the leading global information services company, providing data and analytical tools to clients around the world. The Group helps businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. Experian also helps individuals to check their credit report and credit score, and protect against identity theft.
Experian plc is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. Total revenue for the year ended March 31, 2014, was US$4.8 billion. Experian employs approximately 16,000 people in 39 countries and has its corporate headquarters in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.
For more information, visit http://www.experianplc.com.