Chubb celebrates record-breaking Contact Centre response figures

The video marks a momentous occasion as Chubb has just recorded record-breaking response rates. Last year, Chubb’s Customer Experience Centre answered 335,221 calls. That’s an average of 94% of calls answered in less than 20 seconds. This smashes the call centre industry standard, which is typically set at 80% of calls being answered within 20 seconds.

This achievement echoes the findings of the recent Call Centre Helper Survey, which found that the importance of response time has more than doubled from 11.3% in 2021 to 22% in 2022. That strongly suggests customers are now looking for even greater speed of response when dealing with contact centres.

In Chubb’s new video, Sue Dean (director of business support) takes viewers on a journey through the company’s Customer Experience Centre, introducing the teams supporting customers and the company’s branch network.

Chubb’s contact centre operates on a 24/7/365 basis, with operators taking emergency calls, booking routine service visits and scheduling and dispatching work for field-based engineers.

Within Chubb’s business support teams, the company onboards all new customers and processes orders, which are then passed to the branch network to deliver on a local basis. Depending on the size and complexity of the customer requirements, Chubb has dedicated account management teams that tailor services and solutions to meet their specific needs.

“I’ve been working at Chubb for 25 years now,” explained Dean, “and I’m proud to lead an amazing team whose members are passionate about delivering great customer service. Our commitment to our customers is to offer a fast and effective resolution to every call that comes into our contact centre. We’re very proud that over 90% of our customer calls are answered within 20 seconds, which is a true testament to our dedicated teams and customer-centric ethos.”

*Further information is available online at www/chubbfs.com/uk-en/