With the relationship with our colleagues in Cape Town around the 3-year mark, we thought it was a good time to reflect on how things have changed and to share the latest developments.
The photos included here show the different areas within the Cape Town team – Acquisition and Churn (Onboarding and Business Moves/COO), In Lifecycle (Billing and Credit/Collections), and the front line Customer Care team.
Acquisition and Churn (Onboarding and Business Moves/COO)
In Lifecycle (Billing and Credit/Collections)
Customer Care team
The Service Delivery and Complaints team in the UK has changed a lot as well, although everyone who has been involved has played a part in improving the SME Service. Here is a light-hearted, but scarily accurate look at the last 3 years in pictures….
It’s a good opportunity to say a very sincere ‘thank you’ to all who have experienced at least one of these faces and who have worked so hard to get us where we are now, both in the UK and 6,000 miles away in Cape Town.
Even though we’ve come a hugely long way, the key thing is recognising how far we have to go. We have had a number of successes this year including:-
- Delivering a 2 hour SLA on Tenders into the TPI team – led by Charlotte Brennan, Syrita Saul, and the Cape Town Onboarding Team
- Greatly improving the turnaround time and quality of processing of business moves/ COOs – led by Coral-Leigh Newby, Ray Doyle, and the Cape Town Business Moves Team
- Improving customer query communication/ CX Team – in line with the 7 ‘Golden Rules’ we now target to communicate proactively with all customers when their query is resolved, as well as during the query where it is taking longer than expected. CX scores are improving, though not close to where we want them (yet)…
- Walker and Abbie Jackson have been instrumental here, along with the Billing team leaders and the CX Team in Cape Town, as well as Hamid Abdullah and Kurt Carl May.
Some of the credit also has to go to other teams in TGP as well as Cape Town for supporting us on these, including Sales, Commercial and others.
We are still working hard, and also this year we are making the following improvements:-
- Lead Generation / Sales through Service – working with our colleagues in Sales and in Cape Town, we have run a successful pilot which is generating additional sales into TGP. Planning is in progress for a full go live in October.
- Training framework improvement – especially in Billing. This is helping to give the Cape Town team the right introduction to TGP processes and ensuring they have the tools at their fingertips to help support the service to our customers.
- Customer Experience projects – Cape Town/WNS is running a number of projects with our support to improve CX. This includes piloting robotics to help our reads process, addressing some of the causes of high cancel and rebill (CNRB) rates which can result in customers receiving differing and confusing invoices, as well as adding standard web forms to the TGP website so customers can complete some simple updates online.
- Improvements to QA framework – assuring the end-to-end quality of the service delivered to our customers.
We look forward to working with a number of you on these, and should you have any questions around how we can work better with our team in Cape Town or in general in looking after our customers, please come and have a chat!