DSGI

Challenges

Largest technical help desk in Europe supporting PC and laptop queries from machines purchased from PC World, Currys and Dixons (PC Service Call):

• Unclear role of team leader
• Inconsistent performance across call centre teams
• Employees recruited for technical skills to support PC and laptop faults and lacking customer service skills
• Customer feedback mechanism producing inaccurate and unrepresentative results
• Absence of clear and coherent management team Vision
• Sub-optimal first call resolution of queries

What we did

• Work with management team to define Vision and aspirations for the business
• Leadership development of management team
• Analyse team leaders’ activities and focus.
• Standardise the team leader role and train and develop team leaders to manage teams
• Coach and train agents to handle customers effectively, enhancing customer service skills
• Re-engineer customer feedback process
• Analyse work practice of top performers in first call resolution

Results

• Increased customer satisfaction as a result of better service quality provision
• Accurate, objective and representative customer satisfaction process
• Raised performance of manager and team leaders across business, with consistent monthly targets for delivery and increased support to call agents
• Increased first call resolution and greater business efficiency

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