Case Studies – Plymouth Community Homes

The Challenge…

Plymouth Community Homes is a leading housing provider, who creates a better future for communities in Plymouth. They work for Plymouth by strengthening communities and improving homes. Plymouth Community Homes (PCH) aims to deliver the highest possible quality of customer care; their aim is to be a ‘best in class’ performer, to be customer focused and to provide value for money. Putting their customers first is at the heart of everything.

With this goal always in mind, they requested a Customer Service Excellence and Performance Management Coaching programme, to enable them to continue to improve their customer service in their contact centres.

Since their initial investment in Customer Service Excellence training, Plymouth Community Homes was delighted to have been awarded the prestigious Customer Service Excellence accreditation for a third consecutive year in recognition of its customer-focused culture.

The coveted national quality mark was awarded after a rigorous assessment process. Within the glowing report observations were detailed of “knowledgeable and friendly” advisors working in the Contact Centre who placed an emphasis on call quality.

The Solution…

We conducted a training needs analysis and observation/assessment days, prior and post training programme, to gain an in-depth understanding.
We consulted directly with the core management team to ensure that we were providing relevant, high quality, tailored training content.
Designed and delivered blended learning programmes in Soft Skills: The Superhero of Customer Service Excellence.
Designed and delivered coaching for performance management, for managers.
Developed a robust skill measurement tool, which the management team can use ongoing to continue to increase performance levels.
Redesigned the customer service surveys.

Just some of our results

74.5% increase of the teams’ Knowledge on Soft Skills and Communication Skills for Customer Service Excellence.

109% increase in the teams’ overall Skills assessment ratings

Customer service survey ratings increased in questions referring to:

Cared about your situation

Courteous and friendly

Clarity of explanation

Listened to your concern

Sample of Post Training Tenant Customer Service Comments:

“I can’t fault it, I think PCH is great.”
“I felt they were very confident, very understanding and caring.”
“She managed to get stuff across so that I would understand, she made me feel very comfortable…she made me feel at home.”
“Very satisfied. Top marks he was lovely…he was really helpful, he recognised it was an ongoing problem.”
“Brilliant, he was really nice, lovely, he was not just dealing with my problem he re-assured me, sometimes it is nice to have a polite person… Very refreshing.”
“They put me at ease, I am getting on a bit and I was quite worried, I have nothing but good to say”
“Yes, she [the Call Operative] listened perfectly”

Satisfied Client

“Set a really great benchmark for the team to follow. Take Effect are clearly passionate about service. The training is exceptional. It is fair to say that Take Effect set the bar for customer service training”
Ryan Coles, Contact Centre Experience Manager, Omni Channel, Plymouth Community Homes

“I would really recommend Take Effect Training, they helped to build the teams confidence. It increased efficiency, customer service and ultimately customer satisfaction”
Lynda Bulmer Contact Centre Assistant Supervisor, Plymouth Community Homes