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PRESS RELEASE - SUMMER 2005
3C ASSOCIATES HELPS ASSETCO TO MAKE GOOD CUSTOMER SERVICE GREAT!
Reading : 16 June 2005 : 3C Associates, the Henley on Thames specialist learning & communications company have run a range of training programmes for Reading based AssetCo focussing on improving customer service skills in their contact centre.
AssetCo is a highly successful provider of fleet management and driver helpline services to industry.
Karen Tucker, Customer Service Manager at AssetCo said “We know from the high scores in our Customer Satisfaction survey that we give good customer service, but we want to raise the bar for our competitors. We wanted our agents to be even more professional in the way that they handle calls and for team leaders to be monitoring this professionalism at all times”.
Hedda Bird , MD at 3C explained the approach “We worked closely with Karen and her team, listening to calls, looking at their processes and understanding the wide range of calls the teams handle. The initial programme focused on improving professionalism in answering calls, gathering information quickly and efficiently, and recognising customers preferred communication styles. There were 3 group training sessions over 3 weeks, supported by individual coaching calls for each participant. The programme was an immediate success; team leaders reported a noticeable improvement in calls before the customer service training was even completed.”
To support the frontline staff, 3C designed and implemented a coaching skills programme for the team leaders from the different helpline desks. During the programme the team leaders created a set of call standards, practised coaching employees to achieve these standards and established a practical approach to monitoring and maintaining call quality.
As Karen Tucker put it “To remain the winner in today's market we know we need our Customer Service Skills to go from Good to Great and 3C are excellent partners to help us achieve that.”
ENDS
AssetCo is the leading provider of asset management services to public service organisations in Great Britain and Northern Ireland . AssetCo offers a comprehensive portfolio of services aimed at maximising the efficiency of assets on behalf of its clients by lowering operational costs through improved management. Its specialist divisions cover Healthcare, Emergency Services, Utility and Municipal vehicle fleets, Technology, Vehicle Telematics, and Financing. The company works with over 500 public and utility sector clients and currently manages an asset portfolio of £750 million. AssetCo has operations based in Reading, Belfast, Papworth, Biggleswade, Leicester and Greater London, and employs over 400 staff.
3C Associates is the specialist Learning & Communications Provider – working with companies to win employees commitment to corporate goals through the provision of effective skills and tools.
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