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Endsleigh strikes Gold at European Contact Centre and Customer Service

One of ServiceTick’s longest-standing clients, Endsleigh Insurance, has won Gold for ‘Best Deployment of Customer Insight’ at the European Contact Centre and Customer Service Awards (the longest established awards in Europe recognising organisations that are leading the way in delivering exceptional customer service).

Endsleigh faced stiff competition with entrants from countries across Europe including British Gas, Orange, Three UK and Virgin Money. The judges were particularly impressed with:

  • The breadth and scope of Endsleigh’s insight programme. Mainly delivered by ServiceTick, it covers a huge range of customer touch points across Endsleigh and Zurich
  • The forensic analysis of the voice of the customer that enabled the insight team to identify key opportunities to improve customer experience
  • The ‘Holistic’ Insights approach that incorporated complaints and colleague concerns into the analysis, providing a more rounded view
  • Endsleigh’s ability to both understand and predict the impact of customer satisfaction on business performance.

Boyden Manns, Insight Manager at Endsleigh said: “We’re delighted, this is a huge award for us. We were told it’s the equivalent of winning an Oscar! It’s the result of some great collaborative work between the Insight team, Customer Care and Continuous Improvement and the guys from ServiceTick”.

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