To support key development areas in Veolia Water East’s Six Strands of Excellence quality improvement initiative. The initiative was developed to improve the quality of service Veolia Water East provided to its customers and help them maintain their industry leading position.
The key training areas
Billing systems training (HiAffinity) to improve accuracy on bill creation and amendments
Call handling classroom training with both one to one live coaching and silent monitoring feedback
The results
The project spanned a year and in this time Veolia Water East improved from their 8th place position on the OFWAT (DG(9) Customer Satisfaction Survey league table to 1st and continued to meet this standard for 3 out of the 4 DG9 Satisfaction surveys. (2008 – 2009)