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DRL Recognized with 'Best Customer Service Operation' Award

October 21, 2011

DRL, the U.K.’s largest online kitchen appliance retailer has won the “Best Customer Service Operation” award from the prestigious European Call Centre & Customer Service Awards Ceremony.


The ‘Best Customer Service Operation’ award recognizes DRL’s obsession with delighting customers and ability to retain loyal customers. For this award, the most innovative companies in customer service were selected and the winners were revealed on Tuesday night at the lavish awards ceremony held at the London Hilton.

In a release, Kevin Monk, director of Operations at DRL, said: “We are constantly striving for perfection when it comes to customer service, so to be rewarded for our efforts is a great testament to everyone within the business. It is important that we continue to look for new ways to give our customers the best possible experience when they buy from one of our websites.”

Officials said that DRL uses Interactive Intelligence’s CIC 3.0 software to cleverly manage incoming calls from its customers. This helps to drive improvements in the services, the company offers to its customers and the way in which they’re delivered.

“DRL is a great example of how modern businesses are taking advantage of the latest in communications technology to demonstrate their responsiveness to customers while keeping careful control over their contact centre costs,” said Dave Paulding of Interactive Intelligence.

“We are delighted that DRL has been recognized by Europe's biggest and most prestigious awards ceremony for the contact centre industry and long may they continue to keep happy customers,” concludes Dave Paulding.

In related news, Avtex, a provider of customer interaction optimization solutions, has announced plans for a conference that has been created specifically for Interactive Intelligence users entitled, "Optimizing the Customer Experience."


Deepika Mala is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Tammy Wolf

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