Npower has announced success for its North East contact centre workers when the energy company’s call centre was named one of the top 50 in the UK.
Awarded top spot in the prestigious ‘best in sector’ class for utilities and the silver medal position in the ‘large contact centre’ category, overall npower was awarded 21st spot in the league of 50.
Julie Jaglowski, customer services director at npower, said: “This is a really proud moment for everyone who works in our contact centres. It’s external recognition of what we already know: that we are dedicated and passionate about helping our customers and making sure that they experience a first class service.
“It’s testament to the hard work that everyone puts in. This year we’ve worked really hard on continuing to improve our service and keeping our focus as we strive for a five-star service. This reward shows that it’s paying off.
“Everyone in our team should feel very proud of this award. Whether it’s battling through harsh winters or re-training on our new Atlas systems – our teams have remained committed to serving our customers with outstanding commitment. Well done to everyone – it’s a great achievement”.
The award culminated in three months of mystery shopping carried out by independent researchers, measuring npower against a range of criteria including: knowledge; personalisation; professionalism and timeliness.
The calls reflected all types of enquires at various times of the day – including customer account queries and those wanting to know more about the products and services.
Collecting the award on behalf of npower, Chris Rainsforth, quality manager said: “I was really honoured to collect the award on behalf of everyone who has worked so hard over the last 12 months.
“I shall be bringing the award back very carefully this afternoon – and promise not to leave it on the train.”
Kevin McCullough, npower’s chief operating officer, added: “This is superb news – and well deserved. As part of my Undercover Boss filming just a few weeks’ ago, I experienced first-hand just how challenging working in a contact centre can be, so I am full of admiration for the great work that the teams have achieved.
“Customer Service remains a priority and this award has given us the recognition of the great customer experience we’re striving to achieve. Well done to everyone involved”.
Via EPR Network
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