Top customer service scores for Contact Centre employees

Thursday, 8 January 2015

Abellio Greater Anglia has recognised employees at its Customer Contact Centre for delivering excellent customer service which saw them score top marks in a recent ‘mystery shopping’ survey.


Amanda Green and Sandra Woods work in the train operator’s Customer Contact Centre in Norwich as Customer Relations Advisors and were praised for their friendly, helpful and professional manner when dealing with customers’ enquiries on the telephone.


Both received a score of 100% for excellent customer service when secretly assessed by mystery shoppers whilst carrying out their duties – Amanda’s eighth 100% score in the last two years and Sandra’s seventh!


Amanda has clocked up 23 years’ service with the railway since joining at the age of 19 and working first as an On Train Catering Assistant and then in Retail Communications as a Train Announcer before joining the Customer Relations team.


Abellio Greater Anglia’s Customer Relations Manager, Lynsey Flack, said, “I would like to congratulate Amanda and Sandra on another excellent result that demonstrates their consistently excellent customer service. Both are excellent ambassadors for Abellio Greater Anglia and I would like to thank them for their efforts.”


Customer service and quality standards at Abellio Greater Anglia stations are assessed on a regular basis and Amanda and Steven achieved their perfect scores when assessed as part of a recent mystery shopping exercise carried out between 9th November and 6th December 2014.


Andrew Goodrum, Abellio Greater Anglia’s Customer Services Director, said:


“Since the Abellio Greater Anglia franchise began, we have been concentrating our efforts on improving the customer experience; one important element of this is to give our staff additional training, enabling them to provide the best service possible for the over two million passengers a week using our services in London and the East Anglia region.”