Our partnership with Hive – an innovator in smart home technology – has been ‘Highly Commended’ at the 2017 European Contact Centre and Customer Service Awards (ECCCSA), in the ‘Outsourcing Partnership of the Year’ category.
We were recognised for the strength of our contact centre outsourcing partnership. Parseq provides essential customer service support to Hive’s in-house team throughout the year and during periods of increased seasonal demand.
Despite handling over 80,000 customer calls over a four-month peak winter season, our integrated service operation has achieved Net Promoter Scores (NPS) of 70 and above, indicating strong overall customer satisfaction.
Now in its 17th year, the European Contact Centre and Customer Service Awards are the largest and longest running awards in the customer service industry. The awards recognise organisations and partnerships that consistently deliver excellence in customer relations, operate with efficiency, and value employees.
This year’s awards saw a 39% increase in 2016 entry volume and a 50% increase in entries from mainland Europe, with entrants hailing from seventeen countries across the continent.
Graham Stein, managing director of Parseq’s contact centre division, said: “This commendation is a testament to the strength of our relationship with Hive and the outstanding results that we deliver together, year in, year out.
“We work hard to understand our partners’ unique challenges and requirements, and to ensure that we’re adding value to their business and their customers’ experiences.
“Our relationship with Hive is a friendship built on mutual trust. Together, we’ll continue to exceed our customers’ expectations with the quality, efficiency and effectiveness of our service.”
Parseq – headquartered in South Yorkshire – employs 2,000 across five sites in the UK, with international partnerships extending across six continents. In addition to its advanced contact centre services, which process over 70 million calls annually, the company provides a number of complete business processing services, handling over £15bn in electronic payments and digitising over 25 million customer correspondences every year.Posted by Parseq Posted on 07 Dec