A comprehensive rollout of corrective actions to ensure best practice customer service delivery.
• Detailed project plan and budget
• Benchmark of internal service levels
• Benchmark of external customer perception
• Review of company strategy and mission and vision
• Communication to all staff to ensure a united drive to a common goal
• Adaption and implementation of new recruitment and training program
• Implementation of new employment contracts with performance based salaries
• Implementation of new job descriptions and KPAs
• Design and implementation of a thorough quality control program, supported by ongoing coaching and training.
• Monthly measurement and detailed reporting with comparisons against the original benchmark to prove improvements.
• Upgrading of technology where required. Includes network, PCs, Servers, security, web site, PABX, ACD, software etc.
• Implementation of a thorough and accurate Transaction Tracking system to provide meaningful and accurate data through which the business is continually fine tuned.