Recently, at the UK Call Centre Awards 2012, Best Western GB, the UK’s largest group of independently owned hotels, has been rated ‘Best in the Travel Services Sector’. With over 120 centers entering each year, the awards honor UK’s best call centers. Showcasing the strongest and most successful call center teams, they represent the whole industry.
Competing against some of the biggest and most renowned brands and call centers in Europe, including Coca Cola, Asda, Royal Mail and ITV, Best Western was presented with 11th place.
Though the Best Western call center follows the same set up as usual call centers, however, what sets it apart from the rest is its “Culture of Care”, which is maintained through the CareMile incentive scheme. Staff that go the extra mile for their customer are rewarded by CareMiles.
For positive interactions with Best Western customers, every agent is rewarded and praised and receive points for building positive rapport. Tools for going the extra mile include scoring highly on monthly call monitoring, sending occasion cards direct to customers to celebrate their reason for staying with Best Western and writing blogs on their own experience of stays with Best Western.
In the e-mail category, the Best Western group achieved second place and was also awarded Best Newcomer in this sector. Where e-mail correspondence plays a huge part in the group’s contact center, this is a key category for Best Western.
“Being awarded first place in the travel sector is an honor for the group and really shows the dedication of our team to making all our current, future and past customers experience with the brand the best it can be,” said Keith Pope, Managing Director of Best Western.
He concluded by stating that this year, they are absolutely delighted with its achievements at the event.