2018 Challenge Sponsors

ACCA Best Practice Site Visit, Glasgow

Service improvement at ACCA: Collaboration within support teams

Date: 13th June
Location: Glasgow


Book your place now

See the full Case StudyPresentation & Video

ACCA’s 2020 strategy set out ‘to be #1 in developing the accountancy profession the world needs’. This inspired a new focus on customers and opened the doors to develop new approaches. Today honest conversations, supported by customer data and intelligence, drive change and create buy-in at all levels. Crucially, Planning, MI & Customer Intelligence teams have come together to understand the data and plan change. In particular, they now work closely with Marketing to plan effective campaigns and empower advisors to give a great customer experience. Everyone is engaged and involved, with shared objectives, enabling a true sense of ‘one team’. As a result, employee engagement scores are up by 90 points in the last 2 years.

Best Practice Site Visit
Date: 13th June
Location: Glasgow

Book your place now

Who should attend? This case study will especially interest people in a smaller operation looking to see how planning, insight and training can collaborate. It will interest analysts who believe they can make a difference, managers who want to look at breaking down silos and Quality & Customer Experience teams who want to see results drive change. It gives the chance to hear first-hand about serving a global market and optimising outbound sales campaigns.

Key results

  • CSAT improvement from 4.00 to 4.21 year on year 
  • Employee engagement up 40 points in Customer Services, 125 points in Resource Planning and 137 points in Customer Intelligence
  • Payment calls down 52%
  • 84% reduction payment system error refunds
  • Forecast accuracy within 2%
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