How is the Customer Service Centre Performing?

Here at Sentinel our highly trained Customer Service Team are dedicated to making sure your phone call is dealt with quickly and effectively.

Our Customer Service Centre celebrated its fifth birthday this year, having dealt with more than 1.1 million calls since its inception. In the year to date, the CSC resolved 96% of incoming calls without transferring customers to other departments.

The table below highlights our performance in August 2008:

Customer Service Centre Performance

Performance Area Actual Target At a glance
Presented Calls 8254 Not targeted

 

J

 

Average Wait 10 seconds 20 seconds

 

J

 

One stop shop 97% 95%

 

J

 

Abandonment Rate 8.43% 10%

 

J

 

We have quarterly customer service centre awards presented to the individual who has delivered exceptional customer service. Your compliments help us to decide the worthy winner, so please keep them coming!

 THIS QUARTERS CSC AWARD GOES TO....

ELAINE PEACOCK

                                         

 

……………… For her dedication and commitment to customers and colleagues.

 

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Basingstoke Office: 56 Kingsclere Road Basingstoke, Hampshire RG21 6XG Tel: 01256 338800 Fax: 01256 844704
Fleet Office: 11 Church Road, Fleet, Hampshire GU51 3RH Tel: 01256 338800 Fax: 01252 788780

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