Npower Wins Best In Sector For Its Call Centres In The North East And Around The UK
Released on: October 4, 2011, 12:49 pm
Npower has announced success for its North East contact centre
workers when the energy company's call centre was named one of the top
50 in the UK.
Awarded top spot in the prestigious 'best in sector' class for utilities and the
silver medal position in the 'large contact centre' category, overall npower was
awarded 21st spot in the league of 50.
Julie Jaglowski, customer services director at npower, said: "This is a really
proud moment for everyone who works in our contact centres. It's external
recognition of what we already know: that we are dedicated and passionate about
helping our customers and making sure that they experience a first class service.
"It's testament to the hard work that everyone puts in. This year we've worked
really hard on continuing to improve our service and keeping our focus as we strive
for a five-star service. This reward shows that it's paying off.
"Everyone in our team should feel very proud of this award. Whether it's battling
through harsh winters or re-training on our new Atlas systems - our teams have
remained committed to serving our customers with outstanding commitment. Well done
to everyone - it's a great achievement".
The award culminated in three months of mystery shopping carried out by independent
researchers, measuring npower against a range of criteria including: knowledge;
personalisation; professionalism and timeliness.
The calls reflected all types of enquires at various times of the day -
including customer account queries and those wanting to know more about the products
Collecting the award on behalf of npower, Chris Rainsforth, quality manager said: "I was really honoured to collect the award on behalf of everyone who has worked so
hard over the last 12 months.
“I shall be bringing the award back very carefully this afternoon - and promise not
to leave it on the train."
Kevin McCullough, npower’s chief operating officer, added: "This is superb news -
and well deserved. As part of my Undercover Boss filming just a few weeks' ago, I
experienced first-hand just how challenging working in a contact centre can be, so I
am full of admiration for the great work that the teams have achieved.
"Customer Service remains a priority and this award has given us the recognition of
the great customer experience we're striving to achieve. Well done to everyone
npower is one of Britain's largest energy
suppliers and supplies gas, electricity and related
services to 6.6 million customers across the UK.
npower has been awarded platinum status in Business in the Community's CR Index and
is one of twenty-nine companies to have achieved the CommunityMark since its launch.
All CommunityMark achievers have been recognised for demonstrating excellence in
their holistic and strategic approach to community investment.
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