Assignment 1 - 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. 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. A candidate was supplied to undertake this and was also asked to oversee its implementation, including:
 | 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 capacity |
| Provide clear direction to all tiers of call centre management |
| Review performance management process |
| Identify 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 |
Assignment 2 - Our client a global leader in it's field, had a vision to create a UK Customer Contact Centre from its various front-end operations. The consolidation was to include four areas - sales of consumable items, resetting of credit, equipment maintenance and a new function, credit control. A candidate was supplied to complete the project.
| Implementation needed to be completed within six months |
| Staff were not working in a call centre facility or environment |
| Various telephony systems existed with no robust platform |
| Forty three separate customer access numbers existed |
| The setting up of a brand new function, credit control was required |
| The delivery and management of cultural change including new staff terms and conditions |
| A new working window of 08:00-20:00 to be introduced |
| Writing of all job roles, accountabilities, competencies and skills |
| Recruitment and selection of all management roles |
| Identify and implementation of all key performance measures |
| Development of quality and call avoidance strategy |
| Lead project steering committee across the business |
Assignment 3 - A leading global brand and in the Netherlands is in the business of handling customer service and sales outsourcing for clients. The customer services operation embraces a multi-lingual contact centre, whitemail and e-mail processing. It services markets on behalf of it’s own products plus that of other clients in the UK, France, Germany and the Netherlands.
The delivery of customer service was poor with great customer and client dissatisfaction in all markets. A candidate was provided to:
| Review existing customer service and contact centre operation. |
| Provide leadership and management to all contact centre staff. |
| Identify key issues around efficiency, service delivery, service levels, customer dissatisfaction and resourcing. |
| Identify key areas of improvement for quality, rework and repeat calls. |
| Produce report of review. |
| Produce project plan to implement remedial actions and measures. |
| Deliver performance to service level for all clients in all markets |
| Identify and implement customer retention programme. |
| Implement and deliver project plan to strict timescales. |
Assignment 4 - Our client a leading UK outsourcer, providing third party contact centre facilities to its clients from various sites won a 400-seat contract to make outbound x-and-upselling calls. They required an experienced manager to ‘hit the ground running’, as there were a number of serious issues, which had to, tackled which were leading to client dissatisfaction and possible early termination of contract. A candidate was supplied to tackle performance and client development issues, including:
| Review operational performance issues |
| Improve poor sales performance |
| Achieve minimum number of targeted outbound sales |
| Provide measures to ensure validity of sales |
| Review predictive dialler performance - identify and implement enhancements |
| Improve poor client relationship developed by predecessor |
| Support client development in new business acquisition |
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