We're excited to announce that Futures is a finalist at the UK Customer Satisfaction Awards.
We've been shortlisted for the 'Customer Service Return on Investment' category at one of the UK's most prestigious customer service awards, hosted by The Institute of Customer Service.
Our application detailed the series of challenges our customer services team faced at the start of 2023 and how we went about solving them. This has included doubling the number of Customer Service Advisors from 15 to 30, new team coaches and training positions, and a restructuring of the team.
Another focus of the award application was the launch of our new customer relationship management (CRM) system, a massive investment that's helping us to deliver effortless customer experience. We shared how the CRM not only improves our communication with customers but strengthens our connections within Futures, and the role it's played in bringing our call waiting times down from 45 minutes to now being answered under five minutes. You can read more examples of how the CRM is making life easier for customers in our latest annual report.
We're up against some big names in this category, including Hyundai, Legal & General and Boots, so we should be proud to have made it down to the final few. The awards ceremony takes place next year on 4 March in London, let's keep our fingers crossed!
