NSW Trustee & Guardian Service Review & Training

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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

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