Ordnance Survey – Call Centre Performance

Client Need

Due to changes in the economy, Ordnance Survey a Government department, initiated a cost review to ensure all suppliers deliver Value for Money.  All areas of the organisation were included within the review , including the Customer Service department.

At the time Ordnance Survey was measuring customer service through a Mystery Shop programme, provided by an external agency.

Business Challenge

CSM were asked to quote on the provision of Mystery Shop, however during initial conversations, the key driver was identified as Value for Money (cost vs. benefit), whilst still delivering insight into the customer experience.

In other words Ordnance Survey were open to new methodology, as long as the final deliverable met their needs.

What did CSM Deliver?

We designed and implemented:

• Self service customer engagement tool, to enable call centre staff to contact customers,
• Branded online survey,
• Branded online dashboard – InsightMonitor, delivering real-time insight,
• Analytics with granular drill down to individual staff performance.

Client Benefit

Ordnance Survey now have a bespoke tool to meet their needs, they are in control of their data collection and reporting analytics.  This means they know who to praise, and who needs help.  Customers have an easy to use method of giving feedback.  The Senior Management Team now has the customer sitting at the board table.

Although the key deliverable was measuring the customer experience of the Customer Service team, feedback has already provided customer insight into other key areas of the organisation, helping the Senior Management Team prioritise Customer Journey initiatives.

Client Investment

As CSM delivers real-time insight around daily transactional experiences, Ordnance Survey have signed up to our monthly InsightMonitor programme.

Would you like:

• Customer insight around transactional data?
• To capture customer contact data following a transaction?
• Drill down to individual staff performance so you can reward your best people?
• To know who really needs support in your team, making your training more cost effective?

If yes, why not call us for an informal chat…

FREE PHONE 0800 970 9940