Last year they came third, this year they came first!
FTS achieved the highest overall score in the UKs biggest ever call centre benchmarking exercise, conducted by independent market research company GfK Mystery Shopping for the work outsourced to them by F&C. The results were announced at the award ceremony in London last Thursday evening.
The study was commissioned by the UKs Top 50 Call Centres for Customer Service, a programme organised by
Call Centre Focus magazine, to raise customer service standards in the call centre industry.
Each call centre was rated using over 50 criteria across five key areas of service - timeliness,
ease of use, reliability, staff knowledge and personalised service, and awarded a Customer Service
rating in percentage terms.
As part of the initiative to identify the best performers and to improve the perception of call centres amongst
the general public, GfK made 17,000 mystery shopping enquiries to over fifty of the UKs leading
call centres, across five sectors retail and distribution, financial services,
telecoms and utilities, public sector and entertainment, leisure and travel.
FTS topped the list with an impressive 94.95%, nudging ahead of Denplan, First Direct and Dyson.
Andrea Peskett, Managing Director of FTS said I was delighted with the third place we achieved last year to come
first this year is absolutely outstanding! Leila and the team have worked incredibly hard for this award,
and I am so proud that their commitment and dedication has been rewarded in the best possible way.
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