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Warner Leisure Hotels call centre joins UKs top ten


The Bourne Leisure group’s three call centres based in Hemel Hempstead for Warner Leisure Hotels, Butlins and Haven have collectively reached the Top Ten in latest research from the Top 50 Call Centres for Customer Service.

The combined achievements of Butlins Holiday Resorts, Haven Caravan Parks and Warner Leisure Hotels placed them seventh, with a score of 90.67%, and gave them the accolade of most improved member, moving up 16 places from last year. Bourne Leisure was also recognised as The Best Call Centre for Customer Service in the Entertainment and Travel sector.

The study was commissioned by the Top 50 Call Centres for Customer Service and organised by Call Centre Focus magazine, which aims to raise customer service standards in the call centre industry. The research consisted of 17,000 mystery shopper enquiries to over 50 of the UK’s leading call centres.

Overall the Top 50 Call Centres for Customer Service Initiative, sponsored by Genesys and Noble Systems, showed that call centres are getting the basics right: 96% of customers got through to the call centres on their first attempt and a staggering 94% of customer enquiries were resolved by the initial call. In addition, 86% of callers were either satisfied or extremely satisfied with their call experience, 68% said they were likely or extremely likely to recommend the organisation and 70% said they were likely to start or continue to use the organisation.

“This is absolutely right”, said Julie Howe, call centre manager of Warner Leisure Hotels, stressing the importance of exceptional Customer Service. “For potential and existing guests, phoning our call centre is the beginning of their holiday journey. We offer friendly, efficient and knowledgeable support, delivered with a problem solving attitude, recognising that the guest experience is paramount to our success. I am delighted to share this accolade with my team.”


About Warner Leisure Hotels:
Exclusively for adults, Warner Leisure Hotels enjoys an occupancy rate of 95% in its portfolio of 13 properties across the UK. Warner Leisure Hotels offers a wide choice and style of accommodation, each with its own personality. Renowned for its weekend breaks, Christmas breaks, New Year breaks and hotel breaks, the chain is also known for its wide range of experiences, offering more than 600 additional activities and UK breaks from hot air balloon trips and antiques with TV’s Eric Knowles to a Mini Cooper Treasure Hunt and numerous dance breaks.

The group currently receives around half a million guests annually but is expecting even more this year as many people are choosing UK breaks and rediscovering beautiful Britain.


 Christmas breaks
 New Year breaks
 hotel breaks
 UK breaks
 Warner Leisure Hotels

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