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Call centre rated one of the best in Britain

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Denplan recently celebrated coming second only to First Direct in The Top 50 Call Centres for Customer Service, achieving 91.32%.

The Top 50 Call Centres for Customer Service is judged by the customers themselves. In the survey, a staggering 98% of the mystery callers found Denplan's call centre easy to use, with 95% satisfied or extremely satisfied with their call experience.

Reliability was rated 94% and queue management was rated at 96%. In resolving a caller's query in the initial call, Denplan was rated 98%.

To identify what makes a good calling experience this benchmarking research was undertaken across the country by people who regularly contact organisations using call centres.

Feedback was collated to understand the difference between a positive and negative call and was incorporated into a mystery calling questionnaire.

Mystery calls were then made by 20,000 customers and the winners were determined by the results.

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