RXPerience Limited (RXP), consultants in contact centre management, today announces that Public Sector Forums will be offering the RXP Contact Centre Masterclass programme. These events which have been developed in response to the recent recommendations of the Varney Report, are designed to help public sector managers to make their customer contact operations more efficient and effective.
 Making Your Operation More Efficient and Effective
All contact centre managers strive to make their operations more effective and efficient. But there are few places for senior managers to go if they want to discover what good practice means for their own operation.
UK call centre consultants RXP is helping to address this gap through a series of operational management classes in 2007. These masterclasses will focus on providing good practice hints and tips that can be taken away and applied by attendees in their own operation.
Following on from a successful launch of the masterclass series in April, Public Sector Forums will now be offering the RXP delivered courses to its members starting with an event in Birmingham on September 6th 2007.
Public Sector Contact Centres - responding to the Varney Report
Many public sector organisations have established contact centres over the past three years, in order to make their services more accessible to citizens. The government published a review of public sector contact centres in December 2006, undertaken by Sir David Varney, titled “Service Transformation: A better service for citizens and businesses, a better deal for the taxpayer”. The review highlights the need for good practice principles to be applied in contact centre management.
The next series of RXP Masterclasses are aimed specifically at Public sector contact centre development - targeting Management and Supervisory staff in the both local and central government who are already operating their own call centre. These Masterclasses will be run jointly with Public Sector Forums and will focus on how to optimize the existing operation; manage demand; address staffing issues; and exploit technology. These Masterclasses will take special note of the Varney report to ensure that public sector managers are responding to the recommendations in a way that will bring about genuine improvements to the services provided for citizens.
Feedback
The initial RXP masterclass event, undertaken in April 2007, has been well received. One attendee, Head of Customer Services for a District Council commented “It was a really good Master Class. We have pulled together 15 points that we feel we can address following the day, which I am really pleased about!” The editor of Call Centre Helper, Alex Coxon, comments in a feature article published in the June edition of online magazine “Public sector contact centres have a very real obligation to improve themselves. The four step approach outlined in the masterclass will help interested parties make their operations less frustrating for customers and more interesting places to work.”
Extending the Masterclass Programme
Christine Macdonald, Events Manager at Public Sector Forums comments: “We have canvassed opinion amongst our community of Customer Service Managers within local government, and they all recognise the challenge they face in implementing the Varney recommendations. Offering these masterclasses will be a good opportunity for our members to plan the next steps on their ‘journey’ to becoming more customer focused.”
Paul Weald, Managing Director of RXPerience comments: “Our aim has always been to provide advice for all contact centre managers – regardless of the size of their operation. Offering the masterclass programme through Public Sector Forums is the next step in making our subject matter available and accessible to all public sector managers. Each masterclass will be run by three of our consulting team who we know will provide an interactive and engaging workshop for all the attendees.”
About RXPerience: When you want to run an outstanding contact centre you can trust RXP to deliver the knowledge and experience to make a real difference. We are independent consultants specialising in Contact Centres – we are not tied to any particular vendor. Whether it is strategic definition, optimising performance or outsourcing, our knowledge and experience can help you, your centre and your business.
RXP have offices in Datchet, Berkshire and support a range of UK and international customers in both the public and private sector.
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