HomeLet placed in the UK's top 20 for handling customer enquiries
Insurer ranked alongside multinational names such as British Gas, notonthehighstreet, The Met Office, AXA, Center Parcs, Barclaycard, Royal Bank of Scotland, LaRedoute, ITV and Premier Inn
Ranking announced at a gala dinner held at Manchester United's Old Trafford stadium
HomeLet, the UK’s largest tenant referencing and specialist lettings and insurance company, has been ranked 13th best call centre out of the top 50 companies for customer service in the UK.
The annual awards ranking by Callcentre.co.uk, uses genuine customers to carry out mystery shopping calls. It named HomeLet's contact centre as one of the country's outstanding performers.
HomeLet’s call centre, in Lincoln city centre, employs 110 people. Staff handle around 1,500 enquiries daily from tenants, letting agents and landlords using the company's industry leading tenant referencing service. All calls are answered within 45 seconds.
The ranking, announced during a gala dinner held at Manchester United's Old Trafford Stadium, is based on five criteria - ease of use, reliability, knowledgeable staff, timely responses and personalised service.
All calls to HomeLet are answered within the UK. Unusually for a contact centre, many of the staff taking calls are tenured employees who have worked in other areas of the business and therefore understand how important this initial contact is with customers and how the way the customers queries are handled can impact on the entire business.
As part of an initiative to improve the quality of communication, HomeLet has made a significant investment in staff training, with all call centre staff being put through a state-of-the-art course, designed by Mary Gober, an international expert in customer satisfaction.
Incentives linked to the speed of handling calls have been dropped in favour of rewards tailored to reflect customer service. Staff are trained to give their full name to all customers and to take the time to ensure that all queries are thoroughly answered.
Andy Wallace, HomeLet's director of operations, said: "HomeLet is very proud of the service that it offers to letting agents, landlords and to tenants. The company has invested significantly in its people through training to ensure that we provide a prompt, friendly and efficient response to queries. We believe that this, coupled with, our innovative incentives package allows the customer to feel important and this is at the core of everything we do.
“We're truly delighted by this accolade, coming 13th in the top 50 companies in the UK for customer services is a testament to the hard work and dedication of our colleagues. We are incredibly proud to see HomeLet ranked alongside a host of household names such as British Gas, Met Office, Co-op, notonthehighstreet, Estee Lauder, La Redoute, QVC, Moo, AXA, Center Parcs, Barclaycard, Royal Bank of Scotland, ITV and Premier Inn for excellence in communicating with customers.” Wallace concluded.
HomeLet is part of Barbon Insurance Group Ltd (Barbon), the UK’s leading provider of risk solutions to the residential letting sector. Barbon completed a management buyout with backing from The Carlyle Group, earlier this year.