Star Search occurs quarterly with the management of UK and North American contact centres selecting and submitting calls which demonstrate the quality of the customer service delivered by our teams within the sales and customer service departments.
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. These calls are scored in three categories: 1) Enthusiastic, courteous and friendly service; 2) Accuracy and timeliness; and 3) The overall customer experience.
The final round of Star Search for Q1 (2017) took place this week between West Virginia, Pharr and Manchester (we were ahead by a not unassailable lead of 6.5 points).
Pharr were first up with a strong starting call fairly scored at 32 points. John Davies representing Manchester was next up receiving 4s across the board from Blythe Reyes, who praised John as “Ebullient and amazing representing our brand incredibly well”. John also received praise from the other two judges generating a nice 34.5 and the call of the day!
West Virginia were the final call of the first round gaining a great 33.5 for their call which put them in second place, and we were 7.5 points ahead of them going into the second round.
West Virginia were the first call in that roundand received another nice score of 33.5, meaning we needed to score 26.5 points or more on our final call.
Next up was Pharr with a functional and friendly call judged at 32.5.
Then Chris Hall was our final call and nerves were jangling ahead of the judging due to the tight margin, but the call was fairly judged at 30.5.
Final scores:
Manchester 196
West Virginia 190.5
Pharr 187.5
Congrats again to our Manchester Contact Centre and we look forward to maintaining the excellent service they provide our customers and retaining the coveted trophy in Q2!
We invite all clients to visit our Manchester Contact centre – contact your account manager or email [email protected] if you’d like to arrange a visit!
