A large project to deliver an in-house customer service centre in the company’s headquarters, by bringing together the former outsourced South East Water contact centre and the former in-house Mid Kent Water contact centre - with no discernible drop in levels of service.
BeSPOKE performance management was part of the project team who were runners up in the ‘Team of the Year’ award in the 2008 Utility Awards.
Excerpt from the ‘Team of the Year’ submission document:
“The project team worked with BeSPOKE performance management to develop and deliver a rolling 5 week customer service training programme to 11 groups of new employees.
A temporary 30 seat training village was created at the company’s head office to accommodate the training programme.
This training was critical in launching a professional service from day one and creating a solid platform to deliver the new South East Water vision for customer service.”