This week (6-10 October) is National Customer Service Week, so I visited Experian’s award-winning contact centre in Nottingham to find out more about what they do and how they do it.
Experian’s contact centre recently won the ‘Medium Size European Call Centre of the Year’ award at the 2014 European Call Centre and Customer Services Awards, I met some members of the team, and found they were dedicated to customer support and satisfaction – whether assisting customers with credit worries, victims of fraud, or just giving helpful advice.
What makes Experian’s customer service so unique?
Jade: “Every call is dealt with individually, and you do get people saying ‘it’s nice to speak to someone who seem like they care’, as we’re listening and not sticking to a script.
Sam: “People are happy that it’s a UK-based contact centre.”
David: “Customers can relate to us and we can relate to them. We can get a grasp of what they’re going through.
“There’s a a particular set of circumstances in the UK that we’re all going through, and we can understand the kind of things that have affected customers and take that on board.”
Mark: “We’re here to fix problems. I’ll talk to 40 customers a day, we go through people’s credit reports and help them get a greater understanding of it, and the impact previous or current actions, like late payments, might have on it.
What kind of help do you give?
Jade: “People call with questions like ‘I’ve been declined for credit and I don’t know why’, and we tell them where they stand and what they can do, so at least they know what the next step is. We tell them the timeframes, and keep them in the loop about exactly what happens next.”
Lyn: “We help customers who are in difficult circumstances, and the result is that people trust what we do and what we’re saying.”
Ben: “We’ll do as much as we can to resolve things in that initial call, and give guidance and a bit of background of what needs to be done to rectify it. It’s tailored to them and their personal needs.”
How do you help victims of fraud?
Anthony: “People are often upset, they don’t know where to turn, and we can point people in the right direction, help sort it out and once they’ve finished speaking to us they feel a whole lot happier.”
Will: “Customers want to be assured and know that someone is looking after them, that they can get an answer to their question. We let people know it’s ok, that it’s being looked at, and what to do next.”
What’s the best thing about the job?
Mark: “It’s very rewarding when someone comes off the call and thanks us for it, especially when they were very frustrated when they first called.”
Lyn: “And you get the satisfaction of knowing you’ve put someone in a better position going forward, like helping them now for a mortgage they might be applying for 12 months down the line.”