Improving Service Quality: Our Key Initiatives

By Nigel Stobart, Senior Vice President of Global Operations, BT Conferencing

Great service is a hallmark of any successful company and BT Conferencing understands the importance of giving our customers the best level of service possible. As part of this commitment, we have recently launched a number of initiatives to improve the quality of our service, targeting four key areas that we believe will significantly improve the customer experience.

The first action that we have undertaken is to add front line resources to the Service Operations team. This allows for an immediate increase in our conference production and general customer service capability by having more technicians available on the phone during peak periods.

The second area identified for improvement is a program of continuous improvement for our current employees. This involves both a performance and metrics based system of accountability for all Service Operations employees, along with an enhanced training program. By closely monitoring each Service Operations employee and adding incentives for high performing individuals, we will build on our employees’ years of experience to work more efficiently and effectively. BT Conferencing’s commitment to our employees parallels our commitment to our customers: by creating a more rigorous training program for employees who provide customer support, we will reduce problem resolution time and create a staff with a skill set to solve a broad range of service challenges.

The third critical area to enable improved service performance involves the clean up of our entitlement database. Once complete, the streamlined database will enable our conference producers and help desk technicians to find and access customer information more quickly. When customers call for assistance, we will be able to provide them with faster troubleshooting and problem resolution.

The final initiative launched is to develop an enhanced customer satisfaction measurement program. By understanding in greater depth the issues facing our customers on a day to day basis and our performance in addressing those issues, we will be in a better position to proactively meet our customers’ needs, and be more responsive to customer issues.

I am sure BT Conferencing customers will see immediate benefits from our efforts, incrementally and cumulatively, as we continually strive for better service quality.

Copyright © BT Conferencing Home | Subscribe | Unsubscribe | Contact Us