Celebrating National Customer Service Week – Day One

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Capita Customer Management 2nd October 2017 3 minute read

Celebrating National Customer Service Week – Day One

This week (2nd – 6th October) is National Customer Service Week – a yearly campaign to raise awareness of the role customer service plays in successful business practice and economic growth. We’ll be celebrating by sharing examples of customer service excellence and recognising the efforts and achievements of our colleagues across the division who help millions of customers every day. 

To kick things off, here are some words from Mike Barnard, Managing Director of Private Sector Partnerships, on the importance of customer service.

“To us, great customer service is all about great people who are made brilliant at work. In an industry that is always changing, outsourcing is increasingly about delivering engaging brand experiences that are at least as good as those delivered by the client. Outsourcing partnerships have shifted from being about transactional input-based KPIs (e.g. percentage of calls answered, average handling time etc.) to output-based KPIs, such as NPS, CSAT, Right First Time or customer effort. Now, they are moving towards increasingly strategic KPIs that measure the longer-term sustainability of these outputs: we now have engagements where e-NPS (a measure of colleague engagement) is a primary KPI, with significant commercial risk / reward attached.

“We welcome this shift. We believe that outsourcing as a sector needs to evolve to recognise the importance and value of colleague engagement as a key driver of end-customer experience. Hence, we have developed a set of Capita-owned assets that help our Customer Management business build a unique and effective approach to attracting, recruiting, onboarding and coaching talent - specifically, our businesses Thirty Three, Capita Resourcing, Brightwave and Blue Sky Performance. This depth of capability reflects the importance our clients attach to value and quality when building partnerships focused on great customer experience. Outsourcing is all about accelerating great customer service, not ‘today’s service for less’.”

Our Customer Service Heroes

Every day this week we will be sharing and celebrating the achievements of our brilliant frontline staff, who go out of their way to delight our customers on a daily basis.

Today’s theme, as selected by the Institute of Customer Service, is Voice of the Customer – how can we get to know our customers and improve the overall experience for them? Our Customer Service Heroes today are Jo Worrall from our Bury operation and Barry Murphy, who works on the Zurich partnership at Capita Life and Pensions – both have put themselves in the customer’s shoes and have shown dedication to delivering a great service. An honourable mention also goes to Jordan Hill from our Dearne Valley operation for his consistently great customer feedback.

To find out more about National Customer Service Week, click here.

Be sure to check our blog every day this week to hear about more of our Customer Service Heroes!

 

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