V.ISC.2011 | Customer Service Process Development and Training Support

Summary

• This project will support ISC’s Customer Service Team in the development and enhancement ofISC’s internal Customer Service processes, procedures and training programs and manuals.
• The project will identify opportunities for improvement across the Customer Service function including but not limited to options for outsourcing some part or all NLIS calls with appropriate
  support and as well as options to align with the desire to increase self-service and drive callvolumes down, and will develop a process improvement plan for implementation.
• The project will support the implementation of improvements to ISC’s Customer Service processes, procedures and documentation to enable the effective training and on-boarding of ISC Customer Service Team members and outsourced service providers.

Objectives

• Define and document the roles, job descriptions, processes, tasks and workflows of the
  ISC Customer Service Team
• Analyse Call Volumes received by the ISC Customer Service Team and establish an
  optimised roster for team members
• Define and document ISC Customer Service Team training documents and place on a
  Portal
• Identify and develop an implementation plan for a number of process improvements for
  service efficiency
• Drive a culture of self-service that adds value to ISC customers
• Develop ISC Team Key Performance Indicators that can be measured weekly
• Develop a quality call assessment matrix for the ISC Customer Support Team
• Identify any knowledge gaps between team members and document
• Develop Standard Operating Procedures to underpin the project objectives
• Produce a project plan to underpin procedural and service enhancements.

Benefits to industry

Development and enhancement of Customer Service.

Future research