The theme for this best practice visit is: Creating the right environment and customer insight to support complaint handling
On this visit to the Ombudsman Services Contact Centre operation, the leadership team will share with you their tips for creating a successful and engaged complaints handling function.
Dealing with over 590,000 customer contacts last year the Ombudsman Services team will share with us how they use insight and data to work with companies and other agencies to support customers.
During this interactive morning, they will:
- Deliver an insightful session on how to improve complaint handing and resolution
- Share tips on how to balance customer and business outcomes for all complaints departments.
- Give us a tour of their brand new 150 seat contact centre, which has been designed to provide an engaging environment for their teams
- Provide the opportunity to network with your
About the host
The Ombudsman Services is approved by the energy regulator Ofgem to independently handle disputes between energy companies and their customers.
They have also recently been appointed to provide independent dispute resolution for TV licensing and have launched a major dialogue with consumers to help tackle an ‘imbalance in power’ in the housing sector.
Book your place(s)
Where and when?
Date: Thu 27 Sep 2018
Time: 9:30 am - 1:00 pm
Who is it for?
Complaints Managers, Customer Relations Managers, Contact Centre Managers, Heads of Department, Business Improvement Managers, Colleague engagement specialists, Insight Managers, Voice of the Customer specialists, Quality Managers
Why should you go?
Ombudsman Services deal with over 590,000 customer contacts a year and will share their tips for creating a successful and engaged complaints function.
How much is it?
Free for CCMA members