Well done! Now here’s how to be outstanding: Taking a Contact Centre to the next level
Contact Centre Health Check gives finance Customer Service Centre a big tick – and points the way to even finer performance

How good are we? And what can we do better? That’s what financial services company Sovereign wanted to know about its Customer Service Centre. Although there was a generally positive regard for the CSC, they knew it could be improved and wanted an independent view to assist in future development.

TeleConsultants’ Health Check gave Sovereign the expert, unbiased perspective they needed.
Based on contact centre data, call statistics, infrastructure information – and information gathered at interviews and onsite workshops – our review revealed a successful and professional operation, although one that could benefit from change and development.

Specifically, we focussed on operational and cultural issues, looking at how the Customer Service Representatives could become more productive and effective through better recruitment, support and management.

Some changes, such as improvements in the physical working environment to support the CSRs’ productivity, were relatively ‘easy’. Others were ‘softer’ and required time and management commitment to implement.

Changing the perception of the contact centre, both internally, and throughout the wider company, was seen as a key issue. To achieve this, new approaches to company communications, recruitment and career development of staff were recommended.

The big tick

Three months later, TeleConsultants’ follow-up review revealed:

• Improved day-to-day operation of the contact centre and a more motivated, productive and involved workforce, evidenced in feedback from agents and supervisors alike
• Role specific recruitment for contact centre already showing benefits
• Higher internal recognition of contact centre success, especially amongst senior management
• Action to remedy identified operational risks begun

The contact centre management has taken on board all of our recommendations.
The transformation of an already competent contact centre into a flagship of outstanding customer service is well underway.