A conversation with Luke Murden, Head of Client Experience & Hayley Harmer, Client Experience Executive, Selecta UK.
Our Client Experience Centre forms the front line of contact for you, our clients, through our team of Client Service Representatives. A knowledge base, taking inbound calls and emails to make sure you are ‘Wowed’ every time.
We’re reimagining our Client Experience Centre to make sure we deliver the best service possible to you and we’re excited to show you how we continue to improve.
We sat down with two members of the UK team to provide you with everything you need to know about the centre.
Welcome to you both, let’s start with introductions.
Hi, I’m Hayley, I’m a Client Experience Executive, and I’ve been with the company just over 2 years now. I’m the first point of contact for clients, either by phone or email and I also handle outbound calls to check in with our clients and the service they’re receiving.
And I’m Luke, Head of Client Experience, and I’ve been with the company two years. I analyse our NPS surveys from our clients to look at satisfaction levels and formulate ways we can continue to improve and provide the best service possible.
So, Hayley you work day to day to provide our clients with the best service possible. What’s your goal when speaking with clients?
It’s all about clear and open communication for me.
I want to make sure any queries that come in are solved within minutes, and if it’s a slightly longer issue, then we communicate the whole process with the client. We’re a knowledge base for our clients, so that anyone can call or email in, get expert advice and resolve their issue.
Our ultimate goal as a team is to continue to improve our service and build strong relationships with our clients.
We pride ourselves on the passion we have for what we do. What do you love about your position in the team, and how does this help you provide outstanding service?
I honestly love everything; my team and manager are amazing.
My role is completely different every day and it gives me the chance to not only challenge myself but build relationships with our clients.
I love that I’m able to give people the solutions they need but also speak directly with them. I can provide the answers and knowledge within moments, to make sure my calls end with a smile.
It’s great to be treated as a person, not just a worker, and I think this positivity reflects when we speak with clients.
Thanks Hayley, it’s great to hear so much drive from someone within the team.
Luke, great to have you here. Let’s talk about the improvements taking place in the Client Experience Centre.
We’re centralising the Experience centre. This means, clients can come with their queries and we can provide them with a solution in the quickest possible way.
We want to make sure when clients contact us, they get a quick and insightful response.
How do we plan to make sure we are delivering this quality of service every time?
They want to get through to a real person, who can resolve the issue and provide the knowledge they need.
To do this, we’re planning cross training programmes for the team to make sure every member of staff has access to the information and the knowledge to help our clients there and then.
We want to learn from our clients to continue improving and delivering exactly what they want. We’ll analyse why our clients have contacted us and dig to the route cause. This will allow us to understand the issue and prevent this from happening again.
What is your goal for the Client Experience Centre?
When they contact us, we want them to come through to someone who’s really friendly, passionate and can help them in an instant.
The goal of bringing it into a centralised client experience centre is that the knowledge is all there. In the past, we’ve had to bounce around to make sure the client gets the correct information but now we are prioritising training to ensure quick resolutions.
Our clients will get expertise with passion and leave the call not only satisfied, but with a sense of joy.
How do we plan to continually improve our knowledge and service?
We’re an evolving service.
This will allow our team to have access to all the information given and understand the process the client has been through.
It also means we can prioritise if the call needs to be passed on. For example, if the query is for the attention of Operations the case will have all the details and the time frame for resolution.
This ensures information is not being missed. Our team can experience up to 150 to 200 emails a day. With the new system, these emails can feed directly into the CRM which allows them to be recorded and categorised.
We’re also including our knowledge base within this. This tool will allow the team to have access to information for any incoming query. This eliminates any specific or technical questions needing to be passed on. The team can search the subject and handle accordingly.
Ultimately, we’re becoming more efficient in our processes to make sure everything is handled smoothly.
How will we track our improvements and ensure our clients are happy?
This is the most important aspect of the Client Experience Centre.
We want to make sure we’re doing all we can to deliver the best experience for our clients and continue to improve our NPS score (Net Promoter Score).
We want to create survey’s that will feed into the CRM system allowing us to compare results. We’ll be able to learn from our clients and deliver based on their needs. We’re always looking to improve and love feedback from our clients.
Not only are we implementing the surveys, but we’re also now conducting outbound calls.
We want our clients to know that we really care. We’ll follow up on a call to ensure they’re completely happy with the service and listen to what they have to say.
If you’d like to find out more you can get in touch today here.
Written by Grace Warren, Marketing Co-Ordinator