The results of this year’s Top 50 Call Centres for Customer Service programme were announced in London on Wednesday 28 September.

Family Mosaic came 18^th for calls (up from 31^st in 2010) and 12^th for emails (up from 20^th in 2010).

The annual study is organized by Call Centre Focus and aims to raise customer service standards across the call centre industry.  Each call centre was rated using more than 50 criteria across five key areas of service – timeliness, ease of use, reliability, staff knowledge and personalized service – and awarded a customer service rating in percentage terms.

Getting into the Top 10 was tougher than in previous years, with the overall score needed to this achieve this status being 3 % higher than last year. 

Your Customer Care Line achieved 91% (87% in 2010) overall performance for telephone communication (less than 4.21% behind the No 1 place) and 92% (81% in 2010) overall performance for email communication.