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UK European Consumer Centre

Quality Assurance 4 stars with a 5th being placed by a hand

The UK European Consumer Centre works hard to make the service you receive the best it can be.  We do this by setting targets in all aspects of the service you recieve

Customer service targets

As part of our customer service policies and procedures we place targets on certain areas of our service that we deliver to you.  These targets are adjusted yearly to make sure that we are continually providing the best customer experience possible.  The areas that we target our front line staff on are below:

Customer satisfaction survey

On a monthly basis the customer satisfaction surveys are reviewed and all that have a satisfied outcome are grouped together.  The target we set is to acheive an 85% satisfaction rate over the year.  As of the 4/10/16 we are at 87%

Call Answering

We strive to answer 80% of all of our inbound calls within 20 seconds.  So far this year (2016) we have answered 88% of all calls within 20 seconds and are above target.

Lost calls 

As a small contact centre, unanswered (lost) calls are inevitable, however we have set targets to ensure that we are losing as few calls as possible. To ensure that we are answering our calls, we regularly monitor our lost call rate and the busiest times of day. We then have more staff answering calls when we expect to be busy.

We have set our target for lost calls at 10%. This means that of all the calls we receive, we aim to lose no more than 10%. So far this year (November 2016), our lost call rate was 7%, so we are losing fewer calls than anticipated.

Operational targets 

As well as our own internal targets we also have targets set out by our co-funder, the European Commission.  These relate to the amount of contacts we receive and the amount of cases we handle within our network.  These figures increase every year as we see a steady rise in the use of the ECC-Net.  We deal with 3 types of contacts, Information Requests, Simple Complaints and Trader Cases.  

 

  • An Information Request is any consumer who contacts us to get advice, regardless of where they, or the trader are based.  
  • A Simple Complaint is where a consumer who lives in the UK contacts us for advice or assistance aganst a trader based elsewhere in the EU.
  • A Trader Case is where we receive a complaint against a UK trader from one of our counterpart offices from the ECC-Net.

 

In 2016 we said we would handle 4606 Information Requests.  So far (November 2016) we have handled 5069.

In 2016 we said we would handle 4820 Simple Complaints.  So far (November 2016) we have handled 3273

In 2016 we said we would handle 1260 Trader Cases.   So far (November 2016) we have handled 1245

Other quality monitoring

As well as numerical targets we also have quality monitoring on the calls and cases we work on.  The supervisory team will look at all aspects of the customer service, call structure, Data gathering and legal advice.  This is then discussed to outline areas for improvement or commend good work. 

Contact Us

Please note that we are closed on weekends and UK bank and public holidays. 

Telephone Number:

+44(0)1268 886 690 (lines open 9am - 5pm)

Email Address:

ecc@tsi.org.uk 

Fax Number:

+44(0)1268 582 225

Postal Address:

UK European Consumer Centre

Chartered Trading Standards Institute

1 Sylvan Court, Sylvan Way

Southfields Business Park

Basildon, Essex

SS15 6TH

Please note that the UK European Consumer Centre does not offer a drop-in service.

Online Contact Form

European Union online submission form 

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Other services are also available to make contacting us as easy as possible, for example Next Generation Text Service formerly Text Relay, please use this link for more information.