Warner Leisure Hotels’ Call Centre Joins UK's Top Ten
Released
on: October 23, 2009, 4:35 am
Author: Frances Pardell
Industry: Travel
The
Bourne Leisure group's three call centres based in Hemel Hempstead
for Warner Leisure Hotels, Butlins and Haven have collectively
reached the Top Ten in latest research from the Top 50 Call Centres
for Customer Service.
The
combined achievements of Butlins Holiday Resorts, Haven Caravan
Parks and Warner
Leisure Hotels placed them seventh, with a score of 90.67%, and
gave them the accolade of most improved member, moving up 16 places
from last year. Bourne Leisure was also recognised as The Best
Call Centre for Customer Service in the Entertainment and Travel
sector.
The
study was commissioned by the Top 50 Call Centres for Customer
Service and organised by Call Centre Focus magazine, which aims
to raise customer service standards in the call centre industry.
The research consisted of 17,000 mystery shopper enquiries to
over 50 of the UK's leading call centres.
Overall
the Top 50 Call Centres for Customer Service Initiative, sponsored
by Genesys and Noble Systems, showed that call centres are getting
the basics right: 96% of customers got through to the call centres
on their first attempt and a staggering 94% of customer enquiries
were resolved by the initial call. In addition, 86% of callers
were either satisfied or extremely satisfied with their call experience,
68% said they were likely or extremely likely to recommend the
organisation and 70% said they were likely to start or continue
to use the organisation.
"This
is absolutely right", said Julie Howe, call centre manager
of Warner Leisure Hotels, stressing the importance of exceptional
Customer Service. "For potential and existing guests, phoning
our call centre is the beginning of their holiday journey. We
offer friendly, efficient and knowledgeable support, delivered
with a problem solving attitude, recognising that the guest experience
is paramount to our success. I am delighted to share this accolade
with my team."
Ends
About
Warner Leisure Hotels:
Exclusively for adults, Warner Leisure Hotels enjoys an occupancy
rate of 95% in its portfolio of 13 properties across the UK. Warner
Leisure Hotels offers a wide choice and style of accommodation,
each with its own personality. Renowned for its weekend breaks,
Christmas
breaks, New
Year breaks and hotel
breaks, the chain is also known for its wide range of experiences,
offering more than 600 additional activities and UK
breaks from hot air balloon trips and antiques with TV's Eric
Knowles to a Mini Cooper Treasure Hunt and numerous dance breaks.
The
group currently receives around half a million guests annually
but is expecting even more this year as many people are choosing
UK breaks and rediscovering beautiful Britain.
Contact Details: Frances Pardell
PR Manager
Warner Leisure Hotels
1 Park Lane
Hemel Hempstead
Hertfordshire
HP2 4YL
01442 203422
07908 051600
www.warnerleisurehotels.co.uk