Denplan Call Centre Rated Second Best In UK

Thu, 13 Nov 2008

Denplan, the UK’s leading dental plan provider, has been awarded for the quality of customer service provided by its call centre .

The company came second only to banking group First Direct in a survey of The Top 50 Call Centres for Customer Service, which was judged by the customers themselves.

Denplan achieved a total score of 91.32 per cent thanks to near-100 per cent scores received by customers for ease of use (98 per cent) and call experience satisfaction (95 per cent).

Mystery callers gave the company a reliability score of 94 per cent, while queue management was rated at 96 per cent. In resolving a caller's query in the initial call, Denplan was rated 98 per cent.

Benchmarking research to identify what makes a good calling experience was undertaken across the country by people who regularly contact organisations via call centres .

The feedback collected was used to help judge the difference between a positive and negative call and was then incorporated into a mystery calling questionnaire.
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