How much difference can one good person make?

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Capita Customer Management 14th November 2018 3 minute read

How much difference can one good person make?

The 2018 CCA Excellence Awards will take place tomorrow night in Glasgow. These awards are some of the most prestigious in the customer service industry, and we are thrilled that our colleagues at Capita Customer Management have been shortlisted in four categories this year. One of these individuals is Michelle Miller, who has been recognised in the ‘Rising Star Award’ category. Michelle works on the Capita M&S partnership as part of the Support and Enablement function, as the Service Improvement Specialist. In our latest edition of Intelligence, we asked her to explain how her work has helped to improve the customer journey on behalf of the esteemed British retailer.

Michelle has been part of the Capita family for ten years, starting out as a customer service advisor. For the last two years she’s worked in the Continuous Improvement team for our M&S account, and has kick-started projects that have ramped up customer satisfaction and NPS for the client, whilst also improving operational efficiency and generating savings.

“A key part of my role is to deliver operational efficiencies that drive an improved customer experience,” says Michelle. “I suppose another way of saying that is I try to get under the skin of what creates pain for the customer, and then make that pain go away.”

Michelle’s main priority is to deliver great results for our business, the client and their end customers. “One of the main ways I’ve been doing that is through simplifying processes and lowering high handling time,” she explains. “A large part of that has been about focusing on knowledge and process gaps and using that insight to create more highly skilled agents.”

Michelle uses data in all her work to identify the root causes of issues and bring about improvements, and is a skilled green belt in 6 Sigma. She’s also built an internal army of yellow belt agents that work alongside her, meaning that analysis can be completed faster and to a high level of accuracy.

And her hard work, and that of her colleagues, has clearly paid off – the Capita M&S partnership is going from strength to strength. The recognition the partnership has received within the industry is proof of this alone. At the CCA Excellence Awards, the partnership has also been shortlisted in the categories ‘Team of the Year’ and ‘Contact Centres: Great Places to Work’. Furthermore, the Capita M&S partnership won in three categories at the 2018 Global Sourcing Awards, including ‘Global Top Employer’.

To Michelle, this success is a result of an open and collaborative working environment. “I’ve always believed in a ‘One Team’ approach – an environment of honesty and communication that keeps everyone fully formed about what’s going on,” she says.

“That’s a big part of the secret, and it’s an approach that’s definitely worked. Setting up a project team with different colleagues on the account means we not only have a chance to build working relationships, but can all contribute towards driving the improvements together.”

A representative from M&S said, “Michelle’s proven track record in change and project management, in addition to her collaborative and enthusiastic approach, have led to the successful implementation of several key initiatives for M&S. She’s a pleasure to work with and a real asset to the team.”

Good luck to all of our Capita Customer Management colleagues who have been shortlisted at the CCA Excellence Awards! You can find the full shortlist here.

To read about more of our shortlisted colleagues, check out our latest edition of Intelligence, ‘When Great People Do Great Things’, here.

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