Whether it's day-to-day customer service in your contact centre or call centre, managing and learning from complaints, or delivering continuous improvement through change programmes and projects, it's essential to know you're achieving the service standards your customers demand and you're on-track to realise the benefits you've planned for.
We combine our operational experience with International Standards and best practice research to provide you with rigorous, independent assessments of your performance. Whether it's your contact centre, complaints management, or change programme and project performance, we can help you achieve world-class levels of customer experience.
Assurance reviews provide an independent, external perspective on the strengths and weaknesses of your performance, based on recognised best practice standards.
Assurance reviews can validate your success in service delivery, providing confidence to customers and stakeholders in your organisation's capability. An unbiased, independent perspective provides recommendations for improvement that will help you focus your priorities and target your resources to greatest effect.
We've provided public and private sector clients with independent perspectives on:
An effective, efficient contact centre or call centre is at the heart of your organisation's brand image and the customer service experience you provide.
Contact centre managers continually have to balance operational factors that contribute to achieving high performance in their contact centre's operation. Maintaining this balance effectively is essential for a good customer experience, business efficiency, staff morale and delivering service level performance targets.
A servicefirst® Contact Centre Operational Review provides an independent assessment of your performance against best practice in five key areas of contact centre service delivery.
Using a rigorous, audit-based approach, our analysis provides you with practical improvement recommendations based on the observed evidence of your contact centre’s day to day operation benchmarked against International Standards and our own operational experience.
Effective complaint management is a key feature of customer service excellence, and governed by regulatory oversight in many countries and industry sectors.
Your organisation's attitude to customer complaints, its complaint management policies and procedures, and the behaviour of your managers and employees all directly affect a complainants' customer experience and satisfaction.
Our assurance reviews have helped clients across the world assess their effectiveness in complaints management, based on the latest 10002 International Standard and peer-reviewed research studies.
Good complaints management requires more than just policies, procedures and training. The attitudes and views of your managers and employees towards complaints create the front-line experience that dissatisfied customers receive when they contact you with their problems.
Five key factors influence how managers and employees react to complaints, identified in behavioural research and the latest 10002 International Standard for complaints management.
Our servicefirst ® Complaints Management Assessment is a diagnostic review of your complaints performance, based on the unique perspectives of your managers and employees. It provides insights you can use to target improvements and achieve a transformation in your complaints culture.
We work closely with you to ensure the assessment helps you begin the process of change, sending a positive message to your staff about your organisation's commitment to complaints improvement.
Location is no barrier to our globally scalable approach. We've delivered the assessment to clients ranging from small local councils to global organisations with customer service teams in three countries across the Asia-Pacific region.
The assessment uses 56 questions in a SurveyMonkey online survey to cover the 5 factors described above. During setup, we'll:
The configured SurveyMonkey tool is distributed and completed by managers and staff in your organisation. We'll work with your project lead to monitor completion rates, plan communications and review the responses.
When the responses are in, we process the responses and carry out a detailed analysis with our proprietary analysis tool. We then carry out a review of your results against the AS/NZ 10002:2014 International Standard and relevant best-practice research in complaints behaviour and operations.
We interpret the results and create a comprehensive consulting report to guide you through our findings. We'll agree during the setup stage whether you'd prefer a standard written summary report or take the option to analyse your results in depth with our interactive, Tableau Online assessment report.
We'll close the assessment by presenting our key findings to your project sponsor and project lead representatives, ensuring you understand the context of the findings and any recommendations for complaints performance improvement we make in the report.
If you've selected the optional Tableau Online report format, we'll take you through the report contents and ensure you can use the platform to interrogate the results in more detail yourselves.
The complaints assessment approach is highly valuable and provides deep insight. The ready-to-go staff survey is easy to deploy and provided our organisation with cross-industry benchmarking, allowing us to develop a targeted plan.
Effective complaint management involves more than just dealing with individual customer issues. It’s an end-to-end business process that covers everything from your culture and strategy to the way you improve performance through learning from feedback and complaints.
AS/NZ 10002:2014 is the latest International Standard for Complaints Management, providing guidance for your organisation to achieve world-class standards in complaints management.
A servicefirst® Complaints Process Assurance Review provides an independent evaluation of your organisation's performance against each area of the AS/NZ 10002:2014 International Standard.
Using a rigorous, audit-based approach based on ISO 9001 Quality Systems Auditing, our review provides a compliance assessment that evaluates observed evidence against each section of AS/NZ 10002:2014.
The Process Assurance Review covers the five core topics in the International Standard:
Organisations tend to be at different stages of complaints maturity, so the review is tailored to address your specific compliance review objectives.
Following scoping, there are two stages - an adequacy review of your available material and documentation, followed by on-site observations to validate your operational compliance with AS/NZ 10002:2014.
An initial scoping meeting tailors the approach to reflect the level of complaints process maturity in your organisation. We'll meet with you to discuss your needs and prepare a tailored consulting proposal and timescale to suit your review objectives.
Stage 1 involves a review of your key complaints related procedures and documentation. The Stage 1 report outlines obvious non-conformances against the AS/NZ 10002:2014 standard requiring attention. This provides an opportunity to rectify issues prior to the observed assessment.
A plan for Stage 2 sets out an appropriate time scale for addressing the initial findings before proceeding with the observed assessment.
Stage 2 tests practical adherence to AS/NZ 10002:2014 through on site observations, providing evidence from within your organisation.
The final report details observed non-conformances and the improvement actions required to bring your organisation in line with the Standard’s best practice.
When your organisation implements changes, there's always an opportunity to learn lessons for the future. It's vital to learn from past experience when making changes, whether that's in operational service delivery, programmes or projects.
An effective lessons learned review is a critical factor in making sure your organisation gets the benefit of good, bad or indifferent experiences from everyone involved in the work that's been carried out.
Institutional knowledge and learning depends on lessons being raised openly, analysed and taken into account by future programmes, projects and change initiatives – if you're to prevent avoidable and costly mistakes.
A servicefirst® Lessons Learned Review ensures your organisation takes an honest look at the strengths, weaknesses, successes and problems encountered during a business change you've carried out.
Using independent consultants to conduct a review ensures all participants can freely express their opinions and have their voices heard – however controversial.
Free from any vested interests, organisational politics or other 'baggage', we bring a fresh, external perspective that helps your people identify the successes they should celebrate and the opportunities they can improve on in future.
Our experience in customer facing service change, programme management and project delivery in both public and private sectors provides expertise and understanding of the impacts of operational change.
Whether it's a stakeholder workshop conducted on-site or by virtual meeting, a confidential series of customer or staff interviews, or facilitated root cause analysis, we'll help you with the right way to get the most from your lessons learned review.
The final report sets out clear findings, with recommendations and actions for you to follow.