Reflection!!

For me this year, I have continued to be impressed by the service offered by my Bank, First Direct. I rarely have to hold for more than 10 seconds and the service when they answer the phone is First class.

As far as let downs go, Sky have continued to let me down. On the two occasions I have tried to contact them this year they have failed at the first hurdle. Both instances were through the contact centre enquiring about pay per view events, which were charged at about £16 each. They failed to answer my calls altogether, which is lost revenue to them and low customer satisfaction for me.

The end result which is not visible on any reports to the senior management is that I have enquired about putting more stuff through First Direct. Where as with Sky I was called the other day and asked if I would like to save money on my BT bill by moving to Sky for my phone line. Even though Sky would of saved me money my experience of their customer service would stop me from using them for anymore than I have to.

The focus for next year will be on contact centres investigating how presence solutions can help them improve customer satisfaction by increasing first call resolution and developing effective operational plans around social media.

Merry Xmas
Jason