20/01/2011
Recent benchmarking by Maia Consulting ranks Regenersis operation as Number 1 Care Centre for Technology and IT, based on technical knowledge and customer service skills.
Regenersis plc (LSE AIM: RGS) is pleased to announce that LG’s outsourced call centre, operated by Regenersis, has ranked Number 1 in a benchmark study carried out by Maia Consulting, and published in ‘Call Centre Focus’ magazine. Regenersis scored a massive 70%, well above the industry average score of 55%.
Maia Consulting made calls to 20 leading IT and technology firms, scoring the centres on four main criteria: Welcome, Find Out, Show How, and Close.* The LG care centre, operated by Regenersis, scored ahead of brand leaders like Apple (56%), Canon ( 56%), IBM ( 68%), HP (59%), Microsoft (44%), and Sony (61%).
According to Terry Dixon, Teleperformance Development Director, quoted in the article, “LG’s performance is really outstanding because the mobile market is so complicated. The customers are also coming to the call with a lot of knowledge. So for the agent to possess all that knowledge but also be able to apply it makes it a particularly impressive achievement.”
Regenersis launched the care centre for a wide range of LG products in August 2010 and has since grown to over 60 professionals supporting products from LG home appliances, to flat panel televisions, computers and monitors, to home cinema, and mobiles. It is based in Huntingdon, Cambridgeshire.
Gary Stokes, Regenersis CEO said, “Our strategy to deliver through-life solutions for leading technology brands is clearly demonstrated in the care centre we have developed with LG. We have deliberately recruited a team with a priority on their people skills. By combining this with excellent product knowledge, they are able to apply this to deliver a great experience for LG’s customers.
* Key to the rankings are the four areas where brands were measured.
Welcome (LG score 73): Customers must feel their call is important. Agents should be friendly, full of energy and helpful
Find Out (LG Score 67): The agent discovers as much as possible by asking the right question and taking ownership.
Show How (LG score 70): The agent gives details of what will happen after the call and what the customer needs to do now.
Close (LG score 74): Based on how the caller feels at the end of the call. Are they confident something will happen?
