NSW Trustee & Guardian Service Review & Training
Project
NSW Trustee & Guardian sought the assistance of Customer Science following concerns raised by the NSW Ombudsman. A review of the operations/ contact centre was undertaken and recommendations and actions was completed.
Results
- Complete end to end review of complaints process, SLA, resourcing, tools and resolution completed
- Cultural and process issues identified to significant first contact resolution, case allocation and follow up
- Measures and reporting gaps identified
- Management and coaching accountabilities identified
- Call recording implemented (after 3 previous failed attempts)
- Quality Assurance process designed and implemented
- Introductory specific & dedicated Customer Experience Training designed and delivered throughout NSW T&G with emphasis on vulnerable customers