BSH Customer Service, which covers Bosch, Siemens, Gaggenau and Neff domestic appliance brands in the UK has won the Total Excellence and Quality (TEQ) service award for 2009.
The BSH contact centre based in Kettering, Northamptonshire played a vital role in taking first place in the white goods manufacturers’ category of this national customer service award. Opened in 2006 and employing 90 people, the contact centre takes calls, arranges engineers’ visits, orders replacement parts and liaises with customers before and after repairs have taken place.
The TEQ award is administered and co-ordinated by Domestic & General, the UK’s leading specialist provider of repair plans for electrical domestic appliances. An impressive 94.5% rated the service as “˜excellent’ or “˜good’ to beat eight other well-known domestic appliance service organisations in the UK to take first place.
The award is highly sought after as it is wholly determined from an independent survey, which is sent out to customers following an appliance service visit to their home in the last 12 months.
Questions asked in the survey are designed to cover all aspects of the customer service experience, from the initial phone call to the company, right through to the satisfactory completion of the appliance repair by the engineer.
The results showed that 95.7% of customers found it easy to contact the BSH call centre and over 96% found the customer service advisors polite, helpful and efficient. In addition, BSH’s first visit completion of a service call reached an industry-high of 82.7%. Furthermore, 97.7% said the BSH engineer arrived on time and over 98% said the engineers were efficient, polite, tidy and helpful.
Commenting on the award, BSH Contact Centre Operations Manager Colin Embling said: “We are all very proud of this outstanding achievement, which recognises our commitment to excellence at every stage of the service process. Continual investment and improvement of call recording and monitoring, together with the appointment of a Call Centre Trainer and Quality Team Leader, have resulted in tangible staff development and progress. But we are not complacent. Plans are already in place to further improve our customer service in the coming months in a bid to retain this coveted award in 2010!”