Giles Owen, head of customer services, Bristan.
Bristan in pursuit of perfection
Published: 02 April, 2015
Giles Owen has joined Bristan as head of customer services having previously run contact centres for BT, Carphone Warehouse, Talk Talk, Microfsoft and XBoxheld.
Testament to his expertise, Mr Owen has twice won the European Call Centre of the Year platinum award and oversaw the complete customer service overhaul of BT’s largest ever strategic partnership.
Now active in his new role at Bristan, he will be working closely with the company’s customer service team to identify, document and deliver areas for improvement in order to further enhance the customer experience.
Mr Owen said: “Bristan is a great business with an excellent reputation for customer service; however we want to take it even further. This year I’ll be focussing my efforts on the people who create the customer service directly.
“In this way, I’ll be looking to work closely with the front line individuals who will have their measurements simplified and an increase in direct coaching to help us make a step change from great to exceptional customer service.”