QAD is taking shape but thats not all
I write often about the systems we are developing to wholly improve our customers experience of Ufindus but don't talk as much about the day to day work that goes on in training our team etc.
This week we have made substantial progress on our new QAD system which will make us much better at tracking our customers support requests, no matter what reason they contact Ufindus but it will also provide us with a brand new way to monitor and judge the effectiveness of each agent who represents Ufindus on the phones to the customer.
We are not daft and we realise that the first contact needs to be answered quickly, polite, efficient and friendly so we make sure we build some trust in the customer who is contacting us that their issue is both important to us and WILL be resolved.
This week we commenced a training program that will see everyone in the organisation take basic training in fixing easy issues for our customers so that our teams don't get bogged down passing things to their colleagues that they could fix themselves in seconds. This training will include everyone from the top to the bottom. It includes me! I have had to start to learn some of the general support tasks too. Thankfully I know a good deal of the tasks already as I supervise the development of the systems that enable these tasks but I still have things to learn.
Across our organisation we can all do better to make our customers experience easier and during 2007 there will be seismic shift towards better standards within the business. Our customers will notice that far from providing the sometimes downright poor experience we have in the past they will find that Ufindus is providing a better experience than they are used to expecting from similar contacts they have to make in business. We are determined that they will no longer experience the call queueing hell that some UK businesses have become. Indeed we have always worked hard to make sure that our call centres are adequately staffed but at Ufindus now we are going to go even further. It wont all happen overnight, I wish it would but there is just too much to do but changes are happening every day and I am proud of the team here and their commitment to the customers we serve with an excellent product which ha sin the past been a little let down by our support and documentation.
Ufindus is an excellent product, lets not forget that. Customer service issues aside we are independently tracked as one of the busiest business directories in the UK driving huge amounts of traffic to our paying (and non paying) listings every day. Our accuracy is second to none. Take the test for yourselves, do a search on Ufindus and compare it to Thomson Local and see which is quicker and easier! Why not text yourself the number you found on Yell.com, its only 25pence or use Ufindus and its free!
This week we have made substantial progress on our new QAD system which will make us much better at tracking our customers support requests, no matter what reason they contact Ufindus but it will also provide us with a brand new way to monitor and judge the effectiveness of each agent who represents Ufindus on the phones to the customer.
We are not daft and we realise that the first contact needs to be answered quickly, polite, efficient and friendly so we make sure we build some trust in the customer who is contacting us that their issue is both important to us and WILL be resolved.
This week we commenced a training program that will see everyone in the organisation take basic training in fixing easy issues for our customers so that our teams don't get bogged down passing things to their colleagues that they could fix themselves in seconds. This training will include everyone from the top to the bottom. It includes me! I have had to start to learn some of the general support tasks too. Thankfully I know a good deal of the tasks already as I supervise the development of the systems that enable these tasks but I still have things to learn.
Across our organisation we can all do better to make our customers experience easier and during 2007 there will be seismic shift towards better standards within the business. Our customers will notice that far from providing the sometimes downright poor experience we have in the past they will find that Ufindus is providing a better experience than they are used to expecting from similar contacts they have to make in business. We are determined that they will no longer experience the call queueing hell that some UK businesses have become. Indeed we have always worked hard to make sure that our call centres are adequately staffed but at Ufindus now we are going to go even further. It wont all happen overnight, I wish it would but there is just too much to do but changes are happening every day and I am proud of the team here and their commitment to the customers we serve with an excellent product which ha sin the past been a little let down by our support and documentation.
Ufindus is an excellent product, lets not forget that. Customer service issues aside we are independently tracked as one of the busiest business directories in the UK driving huge amounts of traffic to our paying (and non paying) listings every day. Our accuracy is second to none. Take the test for yourselves, do a search on Ufindus and compare it to Thomson Local and see which is quicker and easier! Why not text yourself the number you found on Yell.com, its only 25pence or use Ufindus and its free!
posted by Stuart Forrest at
08:54
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