Shopping channel retailer QVC UK has again been rewarded for its customer service, winning the Multi-Channel Award at the 2017 Top 50 Companies for Customer Service Awards
In addition, it was first overall for Social Media in Retail, second for Customer Experience on Calls for Retail and third best company overall. This is the fifth consecutive year that QVC has been named as one of the Top 50 Companies for Customer Service.
The Top 50 is the UK’s biggest customer service and benchmarking programme in which real customers rate performance against defined criteria. Conducted in partnership with GfK, using its expert panel of 10,000 mystery shoppers, the assessment is the only one of its kind to delve beyond traditional customer service offerings and look at overall performance rating across multiple channels using over 60 KPI’s.
QVC’s customer services have been at the Operations Centre in Knowsley since 1996. The facility houses a state-of-the-art Contact Centre which is manned 24 hours a day, seven days a week, by expertly trained customer care professionals.
Commenting on the awards, QVC VP of customer services & experience Europe James Keegan said: “Once again, this is fantastic news for us and our Multichannel win recognises the many flexible ways that our customers can choose how and when they contact us. The results are testament to the continued quality and unrivalled experience that we offer our customers, building loyalty, trust and integrity in our brand.
“Our team’s pursuit of perfection and sustained dedication to continuous improvement in a changing customer experience landscape is unrivalled in the industry. To win such high accolades year on year is a fantastic accomplishment for our contact centre teams and something that the whole business is proud of.”