DIRECT: Virgin Direct boasts best UK call centre

Virgin Direct has taken the honours for the best call centre in the UK, according to a survey.

Virgin Direct has taken the honours for the best call centre in the

UK, according to a survey.



Financial services firms dominated the top places in a survey of 135 UK

firms, with First Direct and Barclays division b2 placed in second and

third. Telemarketing firm BPS Teleperformance conducted the survey,

which involved 3000 ’mystery shopper’ calls to companies.



Results were based on several criteria, including speed of response,

warmth of welcome, product knowledge and efficiency. Neil Perring,

managing director of BPS Teleperformance, said: ’In some sectors, such

as retail, travel and consumer goods, many companies have yet to set up

dedicated call-centres to deal with customer enquiries, which may

explain their poor performance (in the survey).’



The top-performing sector on average was mail order, with financial

services and insurance companies just behind. The worst-performing

call-centres are those operated by consumer goods and travel

companies.



BPS also conducted a call centre survey in Scotland. Kwik Fit

Insurance’s call centre emerged the best and fourth in the UK

overall.



The survey found that UK telemarketing is improving in comparison with

other countries. In a survey of 2500 firms worldwide, British call

centres came fourth. Switzerland is the world leader.



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