F&C: Number 1 position in Top 50 Call Centres

F&C - Cape Consulting Client

F&C Investments takes the Number One position in the Top 50 Call Centres for Customer Service 2010 – repeating its 2009 success.
The Top 50 Call Centres for Customer Service initiative involves over 50 well-known brands in a benchmarking programme of over 18,500 mystery shopping enquiries. The programme, in its third year, is run by UBM in partnership with GfK Mystery Shopping – see www.callcentre.co.uk/top50 for further details.

F&C not only came top but beat the Financial Services sector average by over 10% – an amazing achievement. Cheryl Robertson, Director of Client Services at F&C said “We focussed in great detail on last year’s results to refine and inform our customer experience strategy and it is fantastic for the team to receive this recognition for the second time. We initially engaged Lyn Etherington, of Cape Consulting, to help us in 2006 and we have worked closely together to shape our approach to improving our customers’ experiences and building customer loyalty. Lyn’s advice and recommendations have been fundamental to our improvement programme and have helped us to create our success. We are delighted to have won this award and maintain our lead position, especially against such major brands.”

Cheryl Robertson, Director, Retail Client Services
F&C Investments