QVC UK has again been rewarded for its customer service, winning the Multichannel Award at the 2017 Top 50 Companies for Customer Service Awards In addition, it was 1st overall for Social Media in Retail, 2nd for Customer Experience on Calls for Retail and 3rd best company overall. This is the fifth consecutive year that QVC has won.
The Top 50 is the UK’s biggest customer service and benchmarking programme in which real customers rate performance against defined criteria. Conducted in partnership with GfK, using its expert panel of 10,000 mystery shoppers, the assessment is the only one of its kind to delve beyond traditional customer service offerings and look at overall performance rating across multiple channels using over 60 KPIs.
QVC’s customer services have been at the Operations Centre in Knowsley since 1996. The facility houses a state-of-the-art Contact Centre which is manned 24 hours a day, seven days a week, by expertly trained customer care professionals.
Commenting on the awards, James Keegan, VP of Customer Services & Experience Europe, said: “Once again, this is fantastic news for us and our Multichannel win recognises the many flexible ways that our customers can choose how and when they contact us. The results are testament to the continued quality and unrivalled experience that we offer our customers, building loyalty, trust and integrity in our brand.
“Our team’s pursuit of perfection and sustained dedication to continuous improvement in a changing customer experience landscape is unrivalled in the industry. To win such high accolades year on year is a fantastic accomplishment for our contact centre teams and something that the whole business is proud of.”
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