Transforming customer service levels

---

Client Turnover: £6 Billion
Sector: Business Services

---

The challenge

Our client, part of a large business services group, discovered that many of their customers found them very frustrating to deal with. Our insights showed that this was mainly down to poor service levels from their call centre.

How we helped

As a result of our survey, they were able to confidently take positive action to improve these key customer relationships.

With our data to justify the changes, they invested in a new telephone and call management system and – crucially – kept all of the customers we’d surveyed informed about the improvements via a newsletter.

The results

The result was much reduced call waiting times and improved ratings in subsequent survey rounds.