Case Study
Customer Services Director of a large Multi National Software House was failing to meet targets for Customer Satisfaction and Staff retention resulting in excess costs
and poor customer image.
Critical Business Issue
The Customer Services Director was consistently missing his targets and the customer base was in decline.
Reason
Contact Centre Staff were inadequately recognised for their efforts and had become demotivated. Staff retention was poor, and the costs of resolving customer queries
had risen beyond the budgets set for this activity. A paper based reward and recognition system was significantly failing to provide the timely and accurate results needed
to reward the call centre activity effectively.
Vision
The client envisioned a call centre reward program which could be run over the Intranet, and which rewarded the staff for their efforts effectively, thus helping to
motivate the staff and provide high quality customer contact experiences.
Provided
We provided functional consultancy and produced a requirements specification based on the existing paper based model. A supplier was then selected to write and implement
a new Intranet system based on the client requirements. PRIME Consulting Project Managed the Implementation of this system in Partnership with the Client.
Result
- The Intranet system was integrated with the internal systems for ease of reference and with a reward fulfillment system that automatically ordered
the prizes chosen automatically. The administration of this system was reduced dramatically, as was the choice of nomination processes and prizes awarded. When the
site launched in March 2001, it received approximately 100 hits in the first day alone.
- Call Centre staff were made to feel appreciated and the attrition rate dropped by 50% in the first three months.
- Customer satisfaction rose and the time taken to resolve customer queries dropped from in excess of 48 hours to 2 hours inside the first quarter.
|
