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Baxi Customer Support wins award

Baxi Customer Support, Baxi Heating’s customer service division, has scooped a prestigious accolade at the UK Customer Experience Awards.

The team fought off competition from UCAS and Royal London Insurance to secure the small contact centre – customer loyalty award at a ceremony at the Park Plaza Westminster Bridge in London.

The team at Baxi’s contact centre in Warwick offers aftersales support to householders both in and out of their warranty period, as well as a dedicated technical support helpline for heating engineers and contractors.

This adds to the success of Baxi Customer Support’s contact centre which was voted in the top 10 of the Top 50 Call Centres for Customer Service on four consecutive occasions and received a customer experience score of 92 per cent for 2016.

Baxi also boasts a customer retention rate of 85 per cent which is largely credited to its “exceptional aftersales care”

Baxi collecting their award
Baxi collecting their award

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Lee Robinson, customer service director, said: “We are delighted to have received this prestigious award which honours the hard work that goes on at our contact centre all year round.

“Customer experience is at the heart of what Baxi does and it is fantastic that our contact centre employees have gained recognition for their brilliant efforts in making it easy for the customer every time.”

Judges reviewed the team’s success based on a written entry and a presentation delivered to the panel on the morning of the awards ceremony.

Neil Copping, general manager at Awards International, added: “Everyone at the UK Customer Experience Awards would like to congratulate Baxi on their well-deserved award in the small contact centre – customer loyalty category.

“Baxi demonstrated to the judges their dedication to provide an outstanding customer experience each and every time the phone rings and we were pleased to be able to celebrate their success, along with that of our other finalists, at this year’s event.”

For more information about Baxi, please visit www.baxi.co.uk

About Fiona Russell-Horne

Fiona Russell-Horne
Group Managing Editor across the BMJ portfolio.

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