Kwik-Fit Insurance Services Crowned Scotland's Top Call Centre

Strategic Insights -

Kwik-Fit Insurance Services, a leading provider of auto, home, and travel insurance, has been voted the top call centre in Scotland by a recent survey conducted by telemarketing agency BPS Teleperformance. The nationwide research, which involved 35 Scottish call centres and 3000 mystery shopper calls to UK call centres, ranked Kwik-Fit Insurance Services as the best insurance call centre and the top call centre in Scotland. The company's commitment to customer satisfaction, evident in its 100% customer delight goal, has been credited for its success.

Key Takeaways:

  • Kwik-Fit Insurance Services was voted the top call centre in Scotland by a survey conducted by BPS Teleperformance, which specifically tested 35 Scottish call centres.
  • The company's commitment to its people, including a three-week training academy for new recruits, has been credited for its success.
  • According to the survey, Scottish call centres tend to answer the phone quicker than their UK counterparts but are weaker at closing calls.
  • The international study by Teleperformance International showed that UK call centres have moved up the league, ranking fourth behind Switzerland, New Zealand, and Austria.
  • Kwik-Fit Insurance Services employs over 1000 people in its Lanarkshire headquarters and is a leading provider of auto, home, and travel insurance.
  • The company's success is attributed to its strong commitment to customer satisfaction, evident in its 100% customer delight goal.
  • Managing Director Ron Hewitt comments on the company's commitment to customer delight and the company's ranking.
  • Neil Perring, managing director of BPS Teleperformance, shares insights on the survey results and the performance of Scottish call centres.

Statistics:

  • 35 Scottish call centres were tested as part of the BPS Teleperformance survey.
  • 3000 mystery shopper calls were made to UK call centres as part of the research.
  • Kwik-Fit Insurance Services employees over 1000 people in its Lanarkshire headquarters.
  • Scottish call centres tend to answer the phone quicker than their UK counterparts, taking an average of X seconds to respond.
  • Scottish call centres were weaker at closing calls, with an average mark of Y%.
  • UK call centres ranked fourth in the international study by Teleperformance International.

Sources:

  • "A SURVEY of Scotland's burgeoning call centre industry" (no source name or date provided)
  • BPS Teleperformance (no source name or date provided)
  • Teleperformance International (no source name or date provided)