Four LYHA customers have taken part in our 'Journey of the Call' review.
The purpose of the review was the gain customer insight into how we handle calls coming into our Customer Services Team, and what happens with the information once the call has been taken. We decided to undertake this review in response to customer feedback that you were finding it difficult to get through to us on the phones. We listened to this feedback and proactively undertook this review to improve the customer experience.
Four customers, including one from our Scrutiny Group, attended two sessions; the first of which was on March 6th, and the follow-up session, which was on March 20th.
Each of the customers involved sat with a member of the Customer Services Team and observed them taking and logging calls, as well as the other work they do such as handling front-desk enquiries and logging application forms. In the second session, they re-visited calls that had come in during the first session, and examined the progress that had been made since the call was first made.
Speaking about how she found the experience, Carren, one of our Customer Service Advisors said: "It was a really worthwhile experience having the customers come in and observe the 'Journey of the Call'. Customers were able to experience first hand the service we provide and it was really interesting to hear their views on the work we do. I think that both parties have gained a better understanding of the issues each other face already. I can't wait to hear what comes out of the follow-up discussion."
The customers who were involved in the review will be meeting with our Interim Head of Operations, Sharon Smith, next week to discuss their observations and come up with a plan of action to improve the customer experience. Watch this space for further updates coming your way soon.
A huge thank you to all of the customers who were involved in this - your insight is invaluable, and we couldn't have undertaken this review without you.