Telewest Wins Customer Care Award
Posted: 07th Dec, 2004 By: MarkJ
Telewest Broadband has won the Best in Sector (IT, telecoms and utilities) gong at the Call Centre Association's Excellence Awards:
The Call Centre Association (CAA) is the professional body for customer contact and its Excellence Awards are held on an annual basis to recognise companies who have shown dedication to providing customers with outstanding service.
Anne Marie Forsyth, chief executive officer of the CAA, said: "We would like to congratulate Telewest Broadband on their success. Their achievement highlights our members' dedication to providing better standards of service, as well as their support of the CCA.
"We were overwhelmed by the quality and quantity of entries for these awards, which are a reflection of commitment to high standards of professionalism. Both the judges and myself were impressed with the exceptional standard of entries and every single submission was of a commendable quality."
Telewest Broadband has undertaken several major initiatives to improve customer care, including a focus on resolving customers' issues at first point of contact, a service excellence development programme for employees, customer feedback channels and online guides to topical issues.
Eric Tveter, chief operating officer and president of Telewest Broadband, added: "We have earned this award through the passion and professionalism of our employees and the significant steps we've taken to ensure we deliver excellent customer care.
"Nearly 90 per cent of our customers' issues are now resolved the first time they phone us and we've been answering over 80 per cent of calls in under 30 seconds, so we're thrilled this award has recognised our ongoing efforts."
Telewest Broadband provides digital TV, phone and high-speed internet services to more than 1.7 million residential customers across the UK. The company also recently topped a survey of call centre performances carried out by Good Housekeeping magazine.
The Call Centre Association (CAA) is the professional body for customer contact and its Excellence Awards are held on an annual basis to recognise companies who have shown dedication to providing customers with outstanding service.
Anne Marie Forsyth, chief executive officer of the CAA, said: "We would like to congratulate Telewest Broadband on their success. Their achievement highlights our members' dedication to providing better standards of service, as well as their support of the CCA.
"We were overwhelmed by the quality and quantity of entries for these awards, which are a reflection of commitment to high standards of professionalism. Both the judges and myself were impressed with the exceptional standard of entries and every single submission was of a commendable quality."
Telewest Broadband has undertaken several major initiatives to improve customer care, including a focus on resolving customers' issues at first point of contact, a service excellence development programme for employees, customer feedback channels and online guides to topical issues.
Eric Tveter, chief operating officer and president of Telewest Broadband, added: "We have earned this award through the passion and professionalism of our employees and the significant steps we've taken to ensure we deliver excellent customer care.
"Nearly 90 per cent of our customers' issues are now resolved the first time they phone us and we've been answering over 80 per cent of calls in under 30 seconds, so we're thrilled this award has recognised our ongoing efforts."
Telewest Broadband provides digital TV, phone and high-speed internet services to more than 1.7 million residential customers across the UK. The company also recently topped a survey of call centre performances carried out by Good Housekeeping magazine.
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