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News : Mpathy Plus Helps whg in Customer Experience
Customer Service and Contact Centre provider Mpathy Plus have recently helped housing provider whg to achieve the highest ever score in a audit that measures empathy with customers.
The landlord, which deals with 250,000 incoming calls a year via the customer contact centre at its Walsall offices, transformed the way it approaches customer service to achieve the score.
The changes, which included extending opening hours and switching the focus onto quality and empathy, saw whg achieve a record-breaking score in the Customer Experience Audit, a measure of an organisation’s customer service and engagement with customers.
Helen Roberts, whg customer contact centre manager, said: "We are absolutely delighted to break the record, particularly when you consider some of the big names we have topped. More importantly this is great news for our customers and confirms the highest levels of service we aim for are being delivered by our team.
"High-quality customer service is at the heart of everything we do and we wanted to look at how we could improve things. As a consequence we have introduced a number of really important changes over the last year. We switched our opening hours from 9 to 5 to 8 to 8 to allow more people to call us at times which were better for them, we looked at the experience in the team and we switched the focus of call-handling on to quality. All of our handlers now follow what we call our ‘core recipe’ which stresses the importance of elements like empathy and rapport-building."
Martin Jukes, from Mpathy Plus, which supported the changes and completed the Customer Experience Audits, said: "We have been working with whg in planning and helping them to transform their service for a couple of years. This increase in empathy has proven links to increased efficiency in customer interactions but also delivers a much better and personalised customer experience. The improvements that whg have made are as a result of analysing their previous performance in detail and then doing something about it."
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About Martin Jukes:
Martin Jukes is the Management Consultant at m2j Associates
About Mpathy Plus:
We are management consultants with a real focus on improving customer service and the customer experience. We provide a wide range of services across all sectors with expertise in transforming service, improving performance and supporting operations. Our expertise includes designing and building contact and customer service centres in addition to undertaking reviews of performance and operations. We have a number of products and tools including a best practice performance network and a Customer Experience Audit that measures how your customers really feel. Operating at both a strategic and operational level, we are able to provide our clients with the expertise and support that they require to continuously improve performance to achieve greater value and increase customer satisfaction.
Published: Friday, October 24, 2014