Two calls per round are randomly selected from the four offered by each centre to be independently judged by three senior leaders from the client-facing side of the business.
The calls are scored in three categories:
- Enthusiastic, courteous and friendly service
- Accuracy and timeliness
- The overall customer experience
The UK centre based in Manchester performs consistently high in this global exercise and has scored the highest for the last five years due to the dedication of the teams to deliver an outstanding customer experience.
VP of Contact Centre and Customer Experience Lisa Cobham says, “Winning Star Search for 2016 is a real testament to our teams here in Manchester and reinforces the efforts the agents, quality department and management teams strive for, ensuring that we are a Centre of Excellence providing a great end-to-end experience for fans.”
