Baxi Group's Warwick based after sales operation heateam is proud be ranked seventh in the 2010 Top 50 Call Centres for Customer Service. It is the only heating company to be in the top 10, and beat some of the UK's best known brands at the prestigious ceremony hosted by Kate Thornton in London.
Lee Robinson, Baxi Group Customer Service Director, said: "This is a fantastic achievement for heateam and we are delighted with this result. We built on our results from last year, when we came 18th, listened to the recommendations made and pulled together as a team to show that we are the best in the heating industry.”
Customer Service Agent Tom Lloyd Explains why he thinks heateam is so successful. "Whether working in Operations Support, as a field service engineers, in Technical helping gas engineers with onsite issues, or as a call agent like me, we all have a common interest: we are working together to assist our customers.
"We have to be ready for anything, every time we take a call, and manage the caller's expectations. We need to respond with empathy and understanding, and provide timely resolution to their call, whether they are calling for a service or have no heating or hot water.
"Our initial training is very comprehensive, and we have regular 'buzz' sessions to reinforce the way we operate and help us to deal with our customers quickly and effectively.”
Simon Thorpe, Programme Director, Top 50 Call Centres for Customer Service, commented: "Customer service is becoming more important than ever as consumers are more careful about where and how they spend their money. Companies are realising that in order to retain customers during difficult financial periods customer service has to be first class.
"This benchmarking programme highlights 50 of the UK's top call centres who are prepared to put their reputations on the line in order to raise service standards for their customers. We would like to congratulate heateam Baxi Group for their truly outstanding performance, and indeed all of the Top 50, for such high achievements. We hope this initiative will inspire other call centres to improve their levels of customer service to reach the standards set by our Top 50 members.”
heateam, Baxi Group UK's in-house customer contact centre, is based in Warwick and is open 363 days a year. Its dedicated and skilled team is supported by a nationwide network of over 280 highly skilled, Gas Safe registered engineers.