For one particular water company we have recently processed a backlog of customer service requests and complaints.
Work had been outstanding for a number of months prior to our involvement so the timescales for clearing this backlog were tight. Within 3 days we had mobilised a team of 15 experienced people who were able to hit the ground running. We then continued to grow the team to meet client demand, until it peaked at 45 fully proficient customer services experts.
We added value for our client in a number of ways:
- Correspondence automation: This is particularly invaluable for high volume work such as this as it enables a large part of the process to be dealt with quickly and accurately.
- Multi channel queries: We have well honed procedures for dealing with all types of customer query received by letter, telephone call, email or website.
- Process Enhancement: We have worked across a number of sectors and with a variety of clients, enabling us to review a range of approaches and procedures and to develop a strong set of best practice procedures.
- Bespoke systems:We have developed specific customer service systems including a workflow and case allocation tool, as well as performance management and quality feedback systems. We also introduced robust and practical Management Information.
The project was an enormous success and enabled our client to satisfy the regulator that it was prioritising and investing in customer service levels.