CLIENT CHALLENGE: ANSWERING THE CALL FOR BETTER CUSTOMER SERVICE AND INCREASED QUALITY OF STAFF
Scaling a technology company is more complex and demanding than expected. Even the most innovative leaders don’t know everything they need to know to get to the next level. My client had identified the right opportunities to grow and was struggling to optimise and evolve his business in order to take it to the next level.
Outsourcery (Pty) Ltd needed help improving revenues and profit margins to keep up with stiffening competition. Its customer services team was underperforming and the quality of service had drastically reduced leading to increased customer attrition. Increased staff turnover and spiralling costs were overwhelming the company and it was falling behind competitors
OP Consulting helped design and implement a new growth plan, which doubled the company’s revenue and profit within 6 months. A diagnostic highlighted that a lack of internal processes and deficiencies in hiring and training employees were causing the problems. Unfortunately, the leadership team was spending too much time resolving customer service compalints than they were developing employees and designing internal processes.
My client was clear that to win in the increasingly competitive environment, it would have to truly differentiate its customer service. I worked with the CEO to overhaul the customer service department; increasing the efficiency and quality of its customer service team. We designed and implemented an organisational structure, job descriptions, performance standards, evaluation metrics and training curriculum to streamline the customer services function and improve quality. OP Consulting recommended replacing 2/3 of the team and hiring additional people alongside conducting massive training. I designed a pay for performance policy and helped implement quality controls across the organisation.
We further developed a people strategy for the company focused on proactively building up the capabilities that Outsourcery would need to seize opportunities and enter new markets.
IMPACT: INCREASED SERVICE LEVELS BY 35% IN SIX MONTHS
Outsourcery hired 75% more staff with specialised experienced into the customer services team. The new processes, policies and procedures are consistently communicated by staff and form an integral part of the onboarding process at the company.
The new team structure was implemented and a bespoke training curriculum rolled out to all employees resulting in a 40% increase in the customer conversion rate (from free trial to paying clients) and a 15% decrease in the attrition of paying customers. Furthermore, the company has seen an overall improvement in employee morale and productivity as a result of increased training and development.
“Nicola used her extensive corporate experience to build foundations for my organisation focused on high quality customer service, continuous improvement, collaboration and coaching for performance. Nicola has an ability to work strategically as well as operationally and is adept at seeing the bigger picture, whilst also understanding what is needed to execute the vision and motivate the team in this direction.”
– Richard Walton, Founder Outsourcery (Pty) Ltd