Best Return on Customer Service Investment Award

Winner 2018 - Centrica

What is the criteria for the Best Return on Customer Service Investment Award?
Qualification for this category required entrants to have made an investment in customer service that had yielded a significant return for the organisation. It’s doesn’t always have to be financial return, it could be an upturn in customer satisfaction or employee engagement. 

Why did Centrica win the Best Return on Customer Service Investment Award?
Centrica turned a £50,000 investment in improving their agents’ confidence to provide better customer service, into £10.5m revenue increase over 5 years. This is a prime example of an organisation investing in employee engagement and reaping the full benefit of sustainable dividends. An extraordinary example of return on customer service investment.