Top 50 loses ground to new rival

A new rival to the Top 50 Call Centres for Customer Service has already signed up five new clients, including the DVLA Contact Centre in Swansea.

The service is called Right First Time Contact Centre.

Mike Allen Practice Leader at Right First Time Contact Centre was able to convince five of the former Top 50 clients to defect to Right First Time within three weeks of launching the rival.

Right First Time Contact Centre aims to provide all contact centres with a financially viable method of independently testing their callers’ experience and, if successful, the organisation becomes part of a carefully designed, delivered and controlled branding exercise.

Mike Allen

Allen comments, “Right First Time is designed to better Top 50 in three ways. Firstly, it is far more affordable at around half the cost, secondly, the research process is simpler, and thirdly, successful entrants are able to use a brand specifically designed for the consumer marketplace rather than a trade award.

We really want to emulate the success of Product of the Year in FMCG markets and provide the consumer with the ability to select their services from organisations providing an easy telephone experience.

Unlike Top 50, Right First Time is not a trade award and focuses 100 per cent on the consumer. The research process is based on ServiceTick’s leading-edge Call Centre Experience Monitor, which is already used by a number of FTSE 100 organisations including Lloyds, Standard Life and Hiscox.

Paul Yallop Business Development Director at Service Tick announced: “We are delighted to be supporting this hugely exciting programme.  I firmly believe that Right First Time is tackling the right problem at the right time in terms of supporting consumer choice.”

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