Nicola Ginty, Senior Customer Experience Executive, BGL Customer Services, shares some of the behind the scenes work taking place for our customers...
A bit about me
For the last three years I've been working in the Customer Experience team, having joined the Group 13 years ago as a Telesales Advisor, in what was then known as Fusion. I have no idea how I would have managed to fulfil this role working from home, so I think all the current reps are doing a great job! I've fulfilled various roles in my time at BGL, including that of Team Leader, across departments such as Customer Services and Admin.
Working from home
I was lucky enough to have an office environment already set up at home, as my role provided me with the flexibility to work from home one day a week. I have to say, adapting from one day to five days a week working from home has taken some getting used to, especially with two young children (aged five and six) at home permanently over the last nine weeks! The support from the business has been great though. My children returned to school on Monday, so a bit of normality has resumed within the household!
Priorities during this time
Part of my role includes managing the Customer Recovery programme, where a team within BGL Customer Services actively contacts our most dissatisfied customers, who have either posted negatively about their most recent experience on an external review site such as Trustpilot, or sent us negative NPS (Net Promoter Score) feedback.
We had to adapt our process for a short while when the team started working from home, and utilised email where possible, until functionality to make outbound calls was quickly implemented and it was back to business as usual. It was important for us to ensure we were able to continue contacting these customers to help resolve their issues, especially during this current time. Customers are taking the time to leave us feedback about the service they have received, so to us, it's the right thing to do, to endeavour to contact them. We regularly receive positive customer feedback about the follow up calls we make.
Following contact with a customer who has left us negative NPS feedback, where appropriate we ask them to rate us again based on their most recent experience; over 65% of customers who originally rated us a zero, go on to rate us as a nine or ten. We've been monitoring and searching for COVID-19 related feedback and dealing with these cases as a priority, to engage with customers as early as possible, and provide support to resolve their issues.
Here's just a couple of current positive (Trustpilot) feedback examples:
My role also involves more deep dive investigation of customer issues, one of which has recently been around adding voluntary use to a policy and being charged for it; this has obviously been relevant to a lot of customers during this time, and it was satisfying to be able to pass on this identified 'pain point', via a virtual collaboration session with the Product team. The Product team was then able to take this away to identify any opportunities for improvement for customers in this particular scenario, at this current time and in the future.
I'm currently collating and reviewing our CX (Customer Experience) action plan, which is made up of a combination of BGL Customer Services feedback from the MI Customer Champions, customer pain points from NPS feedback and external reviews; it's great to be involved in work such as this, highlighting opportunities to make a real difference for our customers.