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News : Disclosure and Barring Service to be Named Highest-rated Public service Organisation for Customer Satisfaction

#contactcenterworld, @teamhgs, @instituteofcs

London, UK and Bengalaru, India, Mar, 2022 -- The UK Customer Satisfaction Index (UKCSI) has shown that the Disclosure and Barring Service (DBS) is the highest-rated public sector organisation in the UK for customer satisfaction. The report was published by the Institute of Customer Service and details an increase in DBS' customer satisfaction score from January 2021, to January 2022. DBS works with Hinduja Global Solutions in the UK, with the latter providing customer contact centre services and back-office services in support of DBS processes.

Within the report, DBS was benchmarked against 10 other public sector organisations with DBS receiving a customer satisfaction score of 81.4 out of 100, while the average score for public sector organisations stood at 76.9.

Eric Robinson, CEO of DBS, said: "We are incredibly proud that DBS has been recognised as the highest-rated public sector organisation for customer satisfaction in the UK. The result demonstrates the organisation's strong commitment to providing high quality services and the dedication and hard work of DBS staff, which has been even more important during the pandemic for the customers we serve. I also want to acknowledge the efforts of staff in HGS, who support our frontline customer services. We welcome feedback from the survey, and we will use the findings alongside responses from our own DBS customer survey to ensure we continue to further improve services for our customers."

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Adam Foster, CEO, HGS Europe added: "I am delighted HGS has supported DBS to achieve the accolade of highest-rated public service organisation for customer satisfaction in the UK. This is a huge testament to the teams at HGS who support DBS and their focus and dedication to delivering the best customer experience. The DBS service is critical to the UK economy with DBS issuing certificates to safeguard vulnerable groups. It helps companies to apply safe recruitment procedures and it also allows organisations (including voluntary groups) to appoint people suitable for certain types of roles".

Jo Causon, CEO of The Institute of Customer Service, added: "Through this challenging period, some businesses have adapted well and responded to changes in their customers' circumstances and needs. DBS' strong showing in the UKCSI is encouraging and shows that public sector organisations – much like those in the private sector – who build trust and deliver on their promises will be rewarded with customer loyalty."

#contactcenterworld, @teamhgs, @instituteofcs

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.co.uk


About Hinduja Global Solutions Ltd.:
Company LogoHGS is a global provider in consumer engagement, digital CX, and business process management (BPM).
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About Institute of Customer Service (ICS):
Company LogoWebs.com, founded in 2001 by 3 brothers, helps customers build more than simple, static web pages. Webs is focused on providing customers everything they need to grow a dynamic site with an active community. By allowing visitors to contribute by posting their own photos, videos, comments and more, they help customers attract, engage and retain an interactive audience.
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Today's Tip of the Day - Employees

Read today's tip or listen to it on podcast.

Published: Friday, March 18, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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