Dignity Caring Funeral Services achieved the highest overall score as part of UBM’s ‘Top 50 Call Centres for Customer Service’ programme.
The ‘Top 50 Call Centres for Customer Service’ programme revealed that overall 96% of customers got through to call centres on their first attempt. An impressive 96% of callers felt that their enquiry was completely resolved. And the number of calls put on hold fell by half from 2009 to just 9% this year with only 3% of all calls being transferred. Furthermore, 73% of callers to the programmes’ top ten performers said that the call enhanced their perception of the brand.
The Top Ten
|
1.
|
Dignity Caring Funeral Services | 95.60% |
6.
|
Royal Mail Door-to-Door | 92.93% |
|
2.
|
Charles Tyrwhitt | 95.31% |
7.
|
Charities Aid Foundation | 92.87% |
|
3.
|
DPD | 94.68% |
8.
|
Nationwide | 92.86% |
|
4.
|
The White Company | 94.38% |
9.
|
General Medical Council | 92.45% |
|
5.
|
heateam | 93.69% |
10.
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ASDA | 92.42% |
This is the first time Dignity Caring Funeral Services has topped the list with an impressive 95.6%, including coming first in best combined call and email, nudging ahead of Charles Tyrwhitt, DPD and The White Company.
“To win 1st place in four categories, including the Best Contact Centre for Calls & Emails – particularly when competing against some of the UK’s most recognised brands – has been a cause of great pride for us. Being part of the Top 50 has inspired and motivated every member of staff to demonstrate their personal commitment to customer service. We believed that we should be the best contact centre in the Top 50 and we have worked tirelessly to achieve this. We’ve participated for the last four years, achieving a top five finish each year.” Dignity Caring Funeral Services
Author: Jo Robinson
Published On: 20th Nov 2012 - Last modified: 18th Aug 2025
Read more about - Archived Content, Customer Service
