The key areas we will review are as follows;

• Customer service & customer experience

• Management structure, style & effectiveness

• Organisational structure

• Employee engagement and attrition

• Training schedules and knowledge gaps

• Management Information (MI) reports

• Live data reporting to frontline staff

The ultimate goal for any performance improvement plan is ultimately to;

• Provide an outstanding customer experience

• Optimise your employee’s techniques and resolution results

• Reduce operational expenditure

• Improve efficiencies and reduce procedural wastage

Not only will we provide you with a performance improvement plan, we will help you implement these new changes too.

Change management is a difficult aspect of any performance improvement plan, and it is crucial that time is taken to ensure all necessary changes have the buy in from all stakeholders, especially front line employees.

Allowing us to take the lead in this area can help the forward facing management of any team during a period of change. We’re here to help.