Belfast, 01 July, 2014 – Leader in mobile and voice customer service, SpeechStorm (www.speechstorm.com), will, for the third year in a row, be playing a key partner role in UBM’s ICMI (International Customer Management Institute) ‘Top 50 Companies for Customer Service’ Program, 2014.

As in previous years, the annual Top 50 program encourages its member organizations to look in detail at how they service their customers and to explore ways of improving those services by incorporating latest innovations in technology and approach from within the sector. With some of the UK’s biggest household brands as members, including: Aviva, Barclaycard, Molson Coors, ITV, Legal & General, and Tesco, SpeechStorm’s role in this year’s Top 50 will help expose those companies to some of the very latest thinking and developments in the sector.

As part of its involvement, SpeechStorm will be offering members a one-to-one, ‘Think Differently’, workshop in which companies can identify and explore opportunities for improving the customer experience through personalized call handling. Members can sign up online, at: http://live.callcentre.co.uk/page.cfm/Action=Form/formID=90?bid=&cid=68972&seg=&lid.

Program Director at UBM for the ICMI Top 50 Companies for Customer Service program, Raj Dattani, said, “The selection and benchmarking process for Top 50 members is rigorous and results in the program being one of the most authoritative and credible mystery shopping exercises in the UK.

Using real customers and pre-agreed scenarios the Top 50 provides an “outside-in” view of the service whilst pinpointing the areas of opportunity to improve.  Being a member helps organizations evaluate their service quality and improve standards, and gives them a true measure of how they are really performing compared with other leaders in their market sector and across the UK.

“The Top 50 helps companies gain valuable, independent insight into how existing and potential customers actually perceive their service, including the likelihood of them repurchasing and recommending their services to others. But it’s not just the positive service aspects the program highlights; in a wholly constructive way, the Top 50 is designed to help organizations discover whether such things as their call centre interactions are enhancing, or detracting, from their brand. Identifying areas of strength and those in need of improvement are central to our process.

“So, it hardly need be said that we are, once again, delighted to have SpeechStorm onboard as a partner of the Top50. SpeechStorm’s passion for customer service improvement and their innovative approaches to both voice and mobile customer service have really enhanced our members experience of the Top 50 in previous years and we expect 2014 to be no different in that regard,”
Raj Dattani concluded.

Oliver Lennon, co-founder and CEO of SpeechStorm, said, “We are delighted, once again, to be playing such an important partner role in UBM’s ICMI Top 50 Companies for Customer Service program. We are great believers in this industry event because we can see the genuine interest in customer relations and service, which the UBM/ICMI team demonstrates. We are also excited about being involved at the centre of a program that will guarantee engagement with real customers in order to help them to understand, analyze and improve their daily customer interactions.”

The 2014 Top 50 program culminates in a gala dinner on Thursday 23 October in central London.