Telemarketing Case Study 3
Client - South Oxfordshire District Council
Project - Quality and Performance Study
Activity
The activity for this project was developed in two distinct areas.The first part involved physical visits to reception where specific information was requested from staff in the reception area (information defined by SODC). Performance and the quality of service was measured against agreed criteria.
The second part consisted of 200 telephone calls to all departments within (SODC), to request specific information (as defined by SODC). Staff performance was measured against set good practice criteria.
Results
Results of the project were produced for (SODC) in the form of a report accompanied by graphs which showed individual and departmental performance. To illustrate each individuals performance as a comparison against other people within that department and against departmental average additional graphs were included.
Separate departments were then compared against the average departmental score and performance for the whole of SODC. Each result was also illustrated on personal and departmental basis as the operational percentage achieved compared to a 100% maximum.The results were used to identify staffing needs, training requirements and logistical delivery of information.
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