Insight

Susan Oakes, head of customer services in the Client Service Centre at Sutton Coldfield.

Taking the CSC to the next level

Our Client Service Centre, based at Head Office has started a new initiative. After winning the Top 50 Call Centre Award three years in a row the team decided it was time for a new focus.

Susan Oakes, head of customer services, said: "Our soft skills, the way we speak to people, have really improved. But we still wanted to improve our accuracy level. It’s as important for us to get every detail right as it is for our colleagues in the field. So we came up with a new data entry improvement initiative we called D.E.A.R.E.S.T; it means Data Entry Accuracy Right Every Single Time."

The CSC has always been a hive of activity. "We handled over 730,000 different types of communication from our clients last year. It gets frantic at times and it critical that we still get every detail right. Small things like spelling our clients names correctly and entering phone numbers and email addresses accurately into the systems are critical to our clients."

"Our clients trust us at one of the most difficult times in their lives. They are counting on us. That’s why we must continue to build our culture where staff are valued for getting it right first time, every time."

All client service advisors have been trained by Scott Bradbury, learning development specialists, on their unique DEAREST programme tailor made for Dignity’s Client Service Centre.