Last month the News UK editorial team paid a visit to our head offices in Colchester, as part of our ongoing and long-standing working partnership with the British newspaper publisher.
The News UK staff, which included Deputy Editor of The Times – Emma Tucker, visited both The Sun and The Times contact centres, where they had an opportunity to sit with our specialist contact centre agents and learn about how they are able to effectively resolve customer issues and consistently deliver industry leading customer service. Our agents were also given the opportunity to speak with the editors and provide feedback on what they believe could enhance the current customer experience during a Q&A session.
Reflecting on the visit the News UK team stated, “Customers are at the heart of News UK, so it is essential for us to know exactly what experience and service they are receiving. The contact centre agents at GFM ClearComms are extremely skilled and have huge amounts of patience to deal with the customer queries they are receiving day in day out. We were all really impressed with the agents’ knowledge and how no matter what the issue is they somehow navigate the systems to resolve it promptly and efficiently.”
Peter Sakal, CEO of GFM ClearComms, had this to say about the News UK visit, “As an industry leading contact centre outsourcing company, we always look to work in close partnership with our clients to deliver the highest quality, full brand extension customer experience; and our partnership with News UK is definitely no exception to this. Having worked with them for almost 30 years we obviously have a great understanding of how best to service their readership; however, we also realise that these needs will evolve over time and therefore we must as well and these knowledge-sharing visits are crucial to achieving this.”
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