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Navigator Customer Management ranks highest in BPA league |
February 2008
Navigator Customer Management, the relationship marketing agency, have ranked highest in the BPA Worldwide call performance league for the automotive sector, marking this as their fourth consecutive win of the title. The league is marked on consistent standards of professionalism and brand advocacy of contact centre staff, delivered across every touchpoint of leading car manufacturers’ communications.
The league provides an accurate call quality measurement across automotive brands for their contact centre performance, response handling and customer service. Marked on all areas of approach and delivery from effectiveness of problem solving, ability to offer well-informed judgements and advice and friendliness and listening ability of the agents. The comparison report, marked across 20 automotive brands, revealed Navigator Customer Management as having highly knowledgeable brand representatives, able to provide excellence across customers frontline means of contact.
Rob Denton, Managing Director of Navigator Customer Management, comments, “Naturally we are delighted with this accolade from the BPA. The league recognises the importance of customer service excellence and the way in which the call centre industry is developing in this country. Innovative contact centres are far more concerned with being a company’s brand ambassadors, developing customer service that endears itself to a society that is increasingly cash-rich and time-poor. As an industry we now have to concentrate on quality services, staff excellence, and a commitment to the customer’s brand.”
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