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”
