News: Customer Service/Care
P&O invests in customer service training
15 April 2009
A leading ferry company has joined a programme to improve its consumer care provision and is investing in customer service training to improve this area, a source reveals.
P&O took part in the Top 50 Call Centres for Customer Service initiative and it says its position in the ranking inspired it to analyse its contact centre performance and work to improve this, Customer-Strategy.co.uk reports.
Joe Keight, the company's call centre manager, states that taking part in the scheme allowed it to identify where improvements could be made.
He tells the news provider: "Interactions were very process-driven and even sounded scripted. We've now re-invented our call structure and have invested in training to encourage agents to have real, free-flowing conversations with our customers."
Mr Keight adds that taking part motivated P&O's call centre staff, improved the board's view of the call centre and improved communications with the public.
Last year, First Direct was found to be the best performing business out of those taking part in the scheme, followed by Denplan and F&C Investments.
