THE UK’s largest online kitchen appliance retailer, DRL, has scooped the Best Customer Service Operation at the European Call Centre and Customer Service Awards.

The Horwich-based company, whose flagship brand is Appliances Online, went head to head with established brands from across the call centre and customer service industry.

They included LV Insurance, Lebara and DPD to take home the Best Customer Service Operation award at the ceremony at the London Hilton Hotel.

When assessing the Best Call Centre Operation Award category the judges looked for a number of different factors.

One of which was evidence of an “obsession”

with “wowing” the customer and an unrivalled, consistent customer experience delivered by all the team.

DRL’s contact centre, in Horwich, was praised by judges who witnessed DRL staff putting extra effort “Employees at all levels truly have the customer at heart, where going the extra mile is an everyday occurrence.“ Director of operations Kevin Monk said: “We are delighted to receive this accolade. It is truly a fantastic achievement for the business. This award further enhances our commitment to ensuring our customers remain at the heart of everything we do.”

DRL Limited’s call centre has more than 150 appliance specialists trained to deal with all customer queries and is open seven days a week from 8am until 10pm.

Mr Monks 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.”

DRL was established in 2000 as an online white goods retailer and in 2009 acquired transport company Expert Logistics which is now the company’s own dedicated delivery fleet.

The company employs more than 420 people in its Bolton and Radcliffe offices.

The company’s client list includes Boots, Marks and Spencer, Next, House of Fraser, Debenhams, B&Q, Argos, Empire Direct, Screwfix and Shop Direct, as well as distribution clients such as Tesco.

DRL also has its own retail websites, Appliances Online and Appliance Deals and customer review site, Appliance Reviews.