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Kwik Fit - Contact centre recognition

Multi award-winning Lanarkshire Company, Kwik Fit Insurance, has picked up yet another prestigious industry accolade.

Following an extremely successful year delivering top-rated customer service, the Leading UK insurance intermediary has been successful at the Contact Centre Innovation Awards, winning the award for Customer Focus in recognition of its Smart Co department.

The awards ceremony, which took place as part of the 2009 Contact Centre Planning Conference in London earlier this week, celebrates the achievements of the industry's innovators and recognises how businesses throughout the UK are transforming the experience of their customers and employees.

Kwik Fit Insurance's Smart Co department was launched in 2007 as a 'company within a company' to pilot a new approach to delivering exceptional customer service. Smart Co provides a personalised customer experience using multi skilled account managers who are able to deal with all types of customer enquiries without transferring to other departments. By developing a closer relationship between the staff and customer, Smart Co has generated an impressive 37% increase in customer satisfaction.

Anton Manley, Head of Smart Co, said: "We are delighted to be recognised at the Contact Centre Innovation Awards. To win the Customer Focus award is a huge endorsement for our business model and for the dedication of everyone involved with Smart Co. In Smart Co we have established an innovative way of looking after our customers and are immensely proud of the initiative's success."

Brendan Devine, Group Managing Director of Kwik Fit Financial Services, said: "At Kwik Fit Financial Services, we've always worked hard to deliver a 'best in class' service for our customers, however, our Smart Co brand enables us to build even better relationships. We're delighted to be recognised at the Contact Centre Innovation Awards and I thank everyone at Smart Co for their hard work and dedication in making the innovation such a success."

Steve Woosey, membership director at the Planning Forum, said: "This had to be one of the most inspiring initiatives I've ever seen in a contact centre. The results Kwik Fit Insurance has seen through Smart Co have been fantastic, I was amazed by the enthusiasm and energy shown by all involved."

29th May 2009
May 2009 - Kwik Fit - Contact centre recognition