Our experience helps clients put customer service first

We've worked with public and private sector organisations across the world to make a difference in their customer experience, complaints management, business performance and operational efficiency.

We bring fresh perspectives on how to put customer service first.


What we've delivered for clients

We've carried out a wide range of engagements providing insights, assurance and improvement to our clients. Click on a heading below for illustrations of our work.

CLIENTS INCLUDE
  • ACC Logo
  • Dunedin City Council logo
  • Fairway Resolution logo
  • Hutt City Council logo
  • Inland Revenue NZ logo
  • Oranga Tamariki logo
  • Water New Zealand logo
  • Australian Aged Care Commission logo
  • Microsoft Australia logo
  • SOCAP Australia logo
  • NSW Fair Trading logo
  • Porirua City Council logo
  • Borough of Poole logo
  • Capital Ambition logo
  • Lagan logo
  • Lambeth Council logo
  • LV= insurance logo
  • RBKC logo
  • Scottish Natural Heritage logo
  • Southwark Council logo
CLIENT FEEDBACK
  • client strategic director quote
  • client project manager quote
  • client vp sales quote
  • client complaints manager quote
  • client improvement manager quote
  • client local gov quote
  • client professional services quote

Sector and subject matter experience

Our experience in operational leadership, delivery and consulting roles covers public and private industry sectors in the UK, New Zealand and Australia.

AREAS OF EXPERTISE
Contact centre agent headset image

Contact centres

Contact centres have been at the heart of delivering high quality, efficient customer service for decades. Their evolution from call centre to contact centre in keeping pace with new channels and trends continually challenges public and private sector organisations to raise their game.

Our experience in contact centre operations extends from their strategic role in delivering customer value and world-class experiences to the practicalities of operational technologies, performance management, culture, business efficiencies and benefits realisation.

Complaint letter image

Complaints

When customers are dissatisfied with your products or services, it’s the way your organisation manages their complaints that affects your reputation, your performance and their satisfaction with the result.

Complaints provide valuable insights that help you improve business operations, increasing customer loyalty and satisfaction. Complaints help you find the root causes of problems affecting your customer service, productivity and staff morale.

The AS/NZ 10002 International Standard clearly defines what world-class best practice looks like. Organisations must welcome feedback and use this vital source of intelligence to improve services, products and performance.

Aged care facility corridor image

Australian Aged Care

With a Royal Commission inquiry underway, and the Aged Care Quality and Safety Commission's 2019 Quality Standards focusing on consumer-centric delivery and choice, Aged Care service providers are under the spotlight to improve the way they listen and respond to consumer complaints.

Understanding how to create a positive complaints culture that learns and improves from consumer feedback is essential for Aged Care providers to meet their obligations under the new standards.

City council building image

Local Government

Based on twenty years' experience of Local Government from the UK to New Zealand, we've helped councils transform their customer experience.

That's included developing winning customer strategies, learning from complaints, releasing operational efficiencies, maximising contact centre and CRM technology investments, and improving front-line service delivery.

Local Government faces a continual challenge between rising customer service expectations and demonstrating improved efficiency by doing 'more with less' when spending taxpayers' money.

Our experience helps Government to meet this challenge.


SECTOR EXPERIENCE

We have experience working with a variety of different industry sectors, including:

Local and Central Government
Financial services • Insurance
Financial services • Retail banking
Financial services • Investment management
Energy and Utilities
Information Technology
Social care and housing
Police and legal
Telecommunications


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