Lloyds Top for Telephone Service

Lloyds Telephone Banking has been announced as a top performer in the Bright Index customer service benchmarking survey.

The Retail Telephone Banking arm of Lloyds Banking Group was one of the top 25% performers in the Bright Index.

Each year up to 100 companies benchmark their contact centre performance against 50 key metrics, with an average one million calls per participating company used to form the basis for the analysis.

Lloyds Banking Group’s Telephone Banking Team continues to raise the bar for best-in-class contact centre performance and is now recognised as an effective contact centre operation delivering quality and efficiency above many of its peers.

“We are very pleased to be recognised for the high level of service we provide to our customers,” said Colin Kemp, Managing Director Telephone Banking. “Benchmarking helps us to measure ourselves against other customer service operations and ensures that we keep our customers at the heart of everything we do.”

The Telephone Banking Team extends beyond the standard telephone interactions for banking, cards, online and mortgages, with customer queries also addressed via email and social media channels, including Twitter and Facebook.

“The key to delivering world-class customer service as well as proving the contact centre’s contribution to the organisation as a whole is to get a comprehensive and all-encompassing view of how the contact centre operates,” said Mats Rennstam, Managing Director at Bright UK. “We have to recognise that there are inherent dangers in examining areas in isolation, which is why the Bright Index is designed to adopt a holistic approach including all areas of managing a best-in-class contact centre.”

For more information about Bright UK, visit their website.