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Consumer Direct Wales Continuing to Create the Best Customer Contact Centre Teams in Wales
Consumer Direct Wales (CDW) is a Department for Trade and Industry (DTI) funded initiative which provides consumer advice to members of the public. The CDW Customer Contact Centre based within Cardiff County Council provides ‘first point of contact’ consumer advice within Wales and deals with basic enquiries, provides expert advice, issues relevant literature, and acts as a gateway to other relevant bodies such as existing Trading Standards Departments across the principality.
Our Brief
Following Insight’s success in selecting all Connect to Cardiff (C2C) staff, we were commissioned to select the CDW personnel including the centre manager, team leaders and the sixteen strong advisor team.
How We Helped
Working closely with stakeholders, we gained a deep awareness of the culture, qualities and skills required within the new contact centre, which enabled us to:
Define the competency frameworks for all staff that would ensure delivery of an excellent service within a positive culture.
Design and deliver award-winning assessment centre processes which included realistic simulations of the challenges that would face successful candidates, which assessed their abilities to relate to consumers and their issues and provide clear informed advice. These ‘slice of job’ activities not only provided the assessment team with a wealth of information about each candidate, but also gave candidates a realistic preview of what their roles would be like, setting their expectations about the work.
Provide in depth feedback to successful staff on their assessment centre performance as part of their induction process, to encourage them to take informed responsibility for their ongoing development priorities.
Deliver an innovative team awareness day to build comfort with working interdependently and a sense of shared identity and purpose.
Deliver highly relevant customer service training using elements of psychology, NLP and transactional analysis to develop truly customer-centred approaches.
Enter into coaching relationships with senior staff, to encourage ongoing progression and adaptability to future developments.
The Results
Winner of Welsh Call Centre Award for best recruitment process 2004.
All staff recruited in April 2004 remain in place.
High levels of enquiry resolution.
Excellent customer feedback.
Welsh Call Centre Awards Best Team Leader reported that she is working with the best team she has worked with in her long experience.
Team is considered to be the most successful out of the 4 nationwide pathfinder Consumer Direct contact centres.
The team continues to remain strongly bonded as a group. They are very supportive of each other, both in terms of maintaining a good working atmosphere and jointly resolving issues.
Centre operations expanded to take on five more staff at the end of 2004
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