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Case Study - Summary
Insurance Broker
slough borough council
london borough of newham
aol time warner
cc service provider
leading utility co
pitney bowes ltd
Press Office
Associate Base

Client Background 

A leading UK utility, which provides national coverage, wanted independent help to overhaul its poor customer service offering.  The utility was not responsive to customer communications, particularly by telephone.  Customer wait times were large and complaint volumes were high.

Assignment Requirements and Summary

The utility wanted an overview of the key customer service issues across its sites, together with clear deliverable recommendations and above all, leadership.  The utility was under pressure from the regulator, Of***, to improve performance.  Prit was hired to undertake this and was also asked to oversee its implementation.  A summary of key issues were:

Identify key issues affecting the delivery of good customer service

Review and redefine performance metrics and KPIs

Provide a plan to meet regulators minimum performance standards

Implement measures to improve agent productivity and capacityProvide clear direction to all tiers of call centre management

Review performance management processIdentify and implement a benchmark quality methodology

Develop a call ‘avoidance’ strategy to reduce unnecessary calls

Review processes and advise on processing mapping of call-flows

Provide for a consistent approach across all sites

Client Testimony from key sponsor and stakeholder:

“Prit joined at a time when the call centre was at its lowest point and introduced his own style of management and professionalism”

“In such a short period, Prit provide people with a clear sense of leadership and direction. He introduced many benchmark features into our operations which have been implemented in all our sites”

“Of*** were very impressed with the step improvement in performance”

Director of Business Services