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    Stuart O'Brien

    Which? customer service poll reveals 2017 best and worst brands

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    Consumer watchdog Which? has revealed its best and worst brands for customer service, with First Direct, Lakeland and Lush all topping the polls for 2017.

    The survey, carried out with more than 3,000 Which? customers, found that First Direct ticked all the right boxes when it came to customer service, finishing ahead of cosmetics retailer Lush, with kitchenware store Lakeland in third position.

    The poll asked members of public to rate up to three brands on their customer service experience.

    First Direct took the top position after 63% of those polled said that the customer service staff’s attitude was “excellent”.

    Retailers, including Debenhams, HMV, Ikea and Mothercare, were also among those polled, with an average customer service score of 77%. Lush and Lakeland were the highest scoring retailers, with Sports Direct the lowest-scoring, with those polled citing poor staff attitudes at the sports retailer.

    Telecoms firms didn’t fare well, with most of the big brands finishing in the lower section of the table. Virgin Media, TalkTalk and energy firm Npower shared 94th position, although Vodafone finished in 9th place. BT missed the poll this year due to a discrepancy in the data collected.

    The best brands stood out due to having friendly, helpful staff, with 53% of those polled saying it was one of the things valued most during the customer service experience.

    The full list can be viewed here

    Contact centre speed to answer increases by 27%

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    Analyst ContactBabel has revealed that the Average Speed to Answer for contact centres has increased by 27%, from 28.4 seconds to 36.1 seconds.

    The findings are part of the fourth edition of The UK Contact Centre HR & Operational Benchmarking Report 2014/15, a study of 215 contact centre operations examining salaries, attrition, recruitment, absence, training operational performance, budgets and growth, with forecasts to 2017.

    The report also found that new agent salaries have risen on average to £16,027.

    Speaking with Call Centre Helper, the author of the report, Steve Morrell, explained how the growth in email and web chat was having a direct impact with the findings.

    “The continued strong growth in both email and webchat, as well as mobile and web-based self-service, means that the remaining agent-customer voice conversation is now on average longer and more complex, requiring different skills and capabilities from agents, which current systems and processes may not yet support,”

    “Furthermore, the connected increase in call handling times – now almost five minutes for a service call, and six and a half minutes for a sales call – supports the finding that the voice queue is often under pressure.”

    “Twice as many contact centres are planning to increase headcount in 2015 as are expecting a decrease, which suggests that the movement towards self-service has not yet taken the pressure off the voice channel,” he continued. “In part, this will be due to the disconnect across channels found in most businesses, where the customer may have to engage multiple channels repeatedly in order to get a resolution to their query – a case of ‘multichannel’ rather than ‘omnichannel’ – where the final destination for many is still a live voice call.”

     

     

     

    Voxpro acquired by Canadian giant Telus International

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    Cork-based Voxpro has been snapped up by Teuls International for an undisclosed figure.

    Voxpro, which employs 2,700 people worldwide, provides high-end call centre services to tech companies, including Airbnb and Google.

    The company, owned by husband and wife team Dan and Linda Kiely, boasted revenues of E33 million and profits of E3 million as of 2015, with offices in Cork, Dublin, Manila, Bucharest, the US, Athens and Folsom.

    The company has become one of the largest call centres in Ireland, with the majority of its 2,700 staff employed there.

    “It’s an extremely special day for us and for all of our partners,” said Dan Kiely, Voxpro co-founder and chief executive.

    “We couldn’t be more proud to find a fabulous partner like Telus International, a company that shares our entrepreneurial spirit and relentless desire to redefine and disrupt the outsourcing industry when it comes to serving the customer experience needs of such important brands.

    “We continue to be inspired by the disruptive innovators that we work with, who are changing the world and going after the parts of the internet yet to be built.

    “As part of the Telus International family, we will continue to build our thriving culture.”

    Cyara OCX Infographic Part 2

    Cyara reveals further OCX research findings

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    What kinds of issues impact CX at an operational level in your company?

    Late last year, Cyara partnered with market research firm Frost & Sullivan to conduct a survey analysing Operational Customer eXperience (OCX) in contact centres around the world.

    The report showed that companies face a variety of obstacles as they work to deliver seamless customer experience.

    Does your company face the same issues?

    Read part two of their blog series here to learn about the kinds of obstacles that affect OCX among the companies surveyed. And learn how important it is to measure OCX so that you can assure your customer experience across all channels.

    Cyara Infographic Part 2

    Cyara Infographic Part 2

    GCI

    INDUSTRY SPOTLIGHT: CGI

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    GCI is one of the UK’s leading Managed IT Service Providers. It is one of the UK’s fastest growing MSP’s and provides a suite of managed services designed around five capability pillars: Full IT Support, Cloud, Unified Communications, Compliance & Security, and Network & Infrastructure.

    GCI’s services and solutions are designed to address customer challenges and support mostly mid-tier corporate organisations on their journey through digital transformation to digital business.

    Alongside it’s 5-pillar approach, which provides a quad-play capability for its’ customers, GCI also aspires to be synonymous with best-in-class Skype for Business Solutions, Contact Centre Solutions and GDPR Compliance Solutions. GCI has multiple gold, silver and platinum certifications including 10 golds for Microsoft alone.

    Alok Kulkarni Cyara

    Q&A: Alok Kulkarni, CEO, Cyara Solutions

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    In July, Cyara Solutions published the results of a survey it conducted with Frost & Sullivan analysing Operational Customer eXperience (OCX) in contact centres around the world.

    The report highlighted a number of challenges across the companies surveyed, with retaining Customer Satisfaction as the priority.

    We recently caught up with Cyara CEO Alok Kulkarni to ask him about the survey results and his thoughts on the wider contact centre industry…

    What prompted Cyara to work with Frost & Sullivan to conduct research into Operational Customer Experience?
    We wanted to work with Frost & Sullivan because they specialise in CX, digital, and the contact centre domain. They also have global reach, a great database of enterprise customers who fit the profile, and are well regarded in the industry. It felt like it was a natural fit to conduct the research with them.

    What were the biggest issues highlighted by the survey in terms of companies retaining customer satisfaction?
    The survey highlighted that Operational Customer Experience (OCX) issues negatively impacted Net Promoter Scores (NPS) or Customer Satisfaction scores ​by 32% for enterprises. This was a surprise to us as we expected this figure to be much lower. Rapid change and a complex multi-vendor technology ecosystem pose a major challenge to enterprises as they work to assure delivery of flawless omnichannel customer journeys.

    In terms of specific OCX issues that impact customer satisfaction, multiple call transfers (customers having to repeat themselves), or transfer failures (from the digital channels to the voice channel or the call centre) were the major cause of customer frustration behind long wait times.

    What are the biggest opportunities presented by the OCX analysis and metrics?
    The biggest opportunity in analysing and measuring OCX is that it will increase customer satisfaction by proactively detecting issues before customers face them, using automation without impacting customers or having to survey them. ​This is really low hanging fruit. ​The ability to objectively measure and analyse CX will also enable customers to make better buying decisions from enterprises who take CX seriously​ by investing in it​. Those who are better than their peers will be handsomely rewarded.

    Enterprises will be able to treat their customer engagement hubs as profit centres rather than cost centres​ which is how they are mostly perceived today.​

    What technology is going to have the most impact on operational customer experience/contact centres over the next 12 months and why?
    ​The technology involved in linking web chat with voice​ and using AI to increase the containment of more complex interactions is what will have the biggest impact. If you ​analyse the buyer journey, customers tend to go online to do research and since they tend to be time-poor, they prefer to chat with somebody online to quickly get specific information rather than do it by themselves – sometimes the relevant information is difficult to get to or they need concrete documentation to support their buying decision regarding a feature or service.

    Closing large or strategic deals almost always involves a call. The biggest issue is linking those channels together so they can complete the transaction seamlessly rather than have an abandoned cart or a lost opportunity.

    In 2022, we’ll all be talking about…?
    In 2022, we’ll be talking about how AI and automation have completely transformed how business is conducted digitally. AI in particular is a big talking point in the industry now, and we’re seeing a lot of enterprises starting to look at how they can incorporate AI and automation in their CX solution offerings. There’s a lot of potential in these technologies, and I think that by 2022, we will understand just how powerful they are.

    Call Centre & Customer Services Summit

    EVENT PREVIEW: Call Centre & Customer Services Summit

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    Nearly 70 of the UK’s leading call centre and customer service professionals will be attending the Call Centre & Customer Services Summit later this month, joining the industry’s leading solution providers for two days of one-to-one, pre-arranged meetings, networking and learning.

    It all takes place on September 18th & 19th at The Hilton Deansgate in Manchester and is the premier event in the call centre and customer care industry calendar.

    In addition to meetings with suppliers, delegates will have full access to an inspiring seminar programme, hosted by industry thought leaders, with sessions including:

    Why Leaders Need To Master Storytelling – William Montgomery, AskTen
    Customer Satisfaction: The State of the Nation – Mike Petrook, Institute of Customer Service
    What Are Your Contact Centres Doing Right Now? – Jonty Pearce, Call Centre Helper
    How To Achieve A High Performing Engaged Team – Nick Fewings, Engagement Works

    But it’s not all work, work, work – Day One of the event concludes with a drinks reception and gala dinner, during which new business relationships can be built in a more informal environment.

    And, if you’re an industry supplier, there’s still time for you to secure your presence at the event –  Contact Gayle Buckland on  or email  for more information.

    Pipkins iPhone

    Pipkins releases mobile workforce management app, SwiftPik for iOS

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    Mobile WFM functionality, including advanced time clocks for on and offline work, bidirectional alerts and messaging, schedule management and absence planning, is now available via the App Store with the SwiftPik app for iPhone and iPad.

    SwiftPik works with Pipkins’ premise and hosted WFM suites to increase flexibility and mobility for planners, contact centre staff and home workers. Key features include:

    Advanced Time Clock: Agents, back office staff and off-site workers can use our advanced time clock to clock in and clock out, as well as log start and end times of tasks they perform, as they perform them.

    Send Alerts: Workers can send alerts notifying their supervisor of a schedule disruption such as a late arrival due to being stuck in traffic or being unable to work due to a sick child, etc. At-home agents can also send alerts when they lose internet access and/or VOIP service.

    Scheduling Power: In version 1.0, agents, back office staff and off-site workers can view their own schedules. In the future, workers will also be able to set their own schedules within parameters set by their workforce manager.

    Vacation Planner: Workers can use the Pipkins Vacation Planner to submit their vacation requests and then check status of their requests from anywhere at anytime.

    Pipkins has been offering workforce management solutions since 1983, with smartphone access as early as 2008.

    Pipkins says SwiftPik for iOS ‘represents the next stage in the evolution of Mobile Workforce Management’.

    SwiftPik for Android is planned to follow shortly.

    www.pipkins.com

    Call centre boss jailed for energy scam

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    A call centre boss that narrowly avoided jail in 2016 for conning people out of thousands of pounds in an energy bill scam has been jailed.

    Swansea Crown Court heard that Clive Roberts – who was already on a suspended jail sentence fro similar offences – ran a cold calling operation which sold home energy audits, claiming they would help people save money on their utility bills.

    Swansea Council’s trading standards department investigated Green Streak Energy after receiving numerous complaints from customers.

    Green Streak banked nearly £50,000 in three months, however little or no work was carried out.

    Following the visit by trading standards, Davies refunded over £100,000 through the internal system, however without having the funds to refund customers, the company that handled the transactions (Calexico) incurred the debt.

    Davies of Bryntiion, Bridgend, had previously pleaded guilty to four offences under the Companies Act and to running a business while disqualified from doing so when he appeared in the dock for sentencing.

    The court heard Davies had been sentenced to 24 weeks in prison suspended for 24 months and disqualified from being a company director in April last year for similar activities involving a company called Residential Redress Ltd, along with two other convictions for theft and fraud.

    Judge Paul Thomas QC told the defendant he was “as dishonest an individual as I have ever met,” and that his continued defiance of the law was a “breathtakingly audacious disregard for the court order” which was “getting close to mocking” the order.

    For each of the four fraudulent trading offences Davies was sentenced to three years in prison, for breaking the ban on being a company director to 12 months, and for the breach of the suspended sentence to two months, all the sentences to run concurrently with one another making a total of three years. He will serve half that time in custody.

    Speaking after the sentencing, Mark Thomas, Swansea Council’s cabinet member for environment services, described Davies’ activities as “unscrupulous”, and said the local authority was doing all it could to put companies such as Green Streak out of business.

    “The company clearly was in no position to make these promises and it resulted in many vulnerable customers paying out large sums of money under false pretences,” commented Thomas.

    “What makes this case even more serious was this was not the first time we had taken action against Mr Davies to try to stop his unscrupulous activities.

    “People like Mr Davies prey on vulnerable and often elderly people in a bid to con them out of large sums of money. We are doing everything we can to make sure these companies cease to operate.”

    Webhelp creates 500 new roles in Sheffield

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    Webhelp has announced an additional 500 new roles, doubling the size of its Attercliffe site in Sheffield.

    The announcement comes 12 months after the company was awarded a contract from Serco, safeguarding its existing 600 staff.

    Commenting on the expansion, Anton Manley, chief operating officer at Webhelp, said: “We took over the Sheffield site just over a year ago and since then we have been really impressed by the site, its location, Sheffield itself and especially the great pool of talented people who have come to work for Webhelp.

    “Webhelp is totally committed to the future of our business in Sheffield.

    “We are investing money in the site and with this recruitment Sheffield will become one of the biggest and most important sites Webhelp has in the UK.”

    The expansion was ‘due to increased business from a number of Webhelp’s existing clients.’

    Roles created will include customer service, sales, collections and e-commerce and all positions will be permanent, offered on a shift basis.

    Webhelp specialises in contact centre services for companies, sales and marketing services and payment management solutions.

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