The ratings, which are based on the findings of 20,000 mystery calls, are designed to indicate to call centres how they compare with the best in the UK from the public’s perspective.
With higher ratings than well known brands Coca-Cola and Asda, heateam was recognised in two categories - finishing in third place in ‘Best Emails’, and in fifth place in ‘Best Calls.’ Baxi’s spares division interpart was also recognised, finishing thirteenth in the ‘Best Calls’ category.
Customer Service Director Lee Robinson is extremely proud. “This recognition reinforces what we all believe: that heateam and interpart are the best in the industry,” he said. “What’s even more pleasing is that we are getting better, as we have improved further on last year’s call centre ratings.”
Warwick-based heateam is open 363 days a year, taking calls and emails from consumers all over the UK, helping to arrange for service, maintenance and repair visits. Callers are often distressed, worried, and without heating and hot water. The operatives are trained to deal with each call calmly, with empathy and to deliver a quick and effective outcome. They are backed by a UK network of 270 engineers.
In addition, the technical helpline of over two dozen highly trained engineers take calls from installers and contractors, merchants, colleagues from other divisions and even consumers looking for reassurance that their appliance is working properly. The helpline then assists with different enquiries about the servicing and maintenance of Baxi’s domestic boilers, hot water cylinders and range of low carbon technologies.