Once the incoming complaints were catalogued, it became clear to the team that certain complaints had been compounding over an extended period of time, yet had gone unnoticed. These types of complaint were losing clientele.

Find the root of complaints resulting in customer loss and map out the full life cycle. Monitor the systems and processes encountered, and scrutinise their effectiveness against a consistent scale.

  1. BulletInvestigating and documenting the complex automated processes used to complete a simple task

  2. BulletWitnessing the lack of internal communication regarding process failures

“Your simple excel based data capture tool made it simple for agents to quickly note the call reason and outcome, anything too cumbersome would have meant people not doing it.”

Greg Roberts

Team Manager

HBoS plc - RCC Dundee

© Garry Burns 2012 ・ garry@pushyourdesign.com