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An assessment framework that engages the entire business has made it possible for QA to provide actionable insight and work with Operations to drive real change for clients & their ‘customers’. By involving front-line agents, building a QA team with accredited, professional skills & using The Forum’s network to learn from external organisations, the Customer Experience & QA team created & implemented new service standards that underpinned an Amazing Customer Experience (ACE). Deliberately moving away from a tick-box approach, this was integrally linked with a change programme that is building a new culture, with Power of Tone training, Coach the Coach & an ACE Academy for new recruits. This consistent, 360 degree approach raised standards, creating efficiencies & process improvements that saved c£50,000 in the first year.

Key Results

• 33% more gold standard calls
• Service related complaints down 38% year-on-year
• QA time per call down 4 mins, productivity up 20% 
• Almost £50,000 saved by process improvements in year one