Customer service is at the heart of BT Lancashire Services who strive to ensure they deliver to the highest possible standard.
BT Lancashire Services see quality customer experience as essential, with the introduction of a new ICT Service Centre, and a vision for how they wanted the team to be perceived inside and outside the organisation, they identified areas to improve and enhance the customer journey and delivery of first line services.
With a team of over 50 staff, whose grades and roles differ in complexity, but all involve dealing with very non-technical customers, BT Lancashire Services needed a consistent approach to customer care and best practice. The silos and occasional conflict that pre-existed within the team would also prove a barrier to overcome when achieving the vision.
BT Lancashire Services avoided the trap many organisations fall into, of putting their people on a generic training course and expecting a big change. The Service Centre Manager knew that for real behaviour change to take place, the foundation must be strong and several elements would need to come together.
BT Lancashire Services acknowledged they would need to tackle structural and cultural challenges as well as gaining buy-in and commitment to new standards of customer service.
Therefore BT Lancashire Services’ challenge included:
- Changing the Ops Model
- Breaking down silo’s and improving communication within the team
- Creating more of a team culture
- Engaging the team in the value of enhancing service provision
- Providing a high and consistent customer service standard