The Customer Relations service at Virgin trains is very important to us as it provides the initial interface for many of our customer enquiries. We operate in an environment that means that we frequently have to cope with incidents out of our control which result in high volume peaks of demand. We wanted to get an independent perspective of how we deliver our service on the West Coast franchise and engaged with Mpathy Plus to complete a review for us. The review was conducted in a friendly but professional manner with a high level of engagement with our Leadership team that enabled Mpathy Plus to gain a thorough understanding of our industry and Virgin Trains on the West Coast. It was evident that their experience and knowledge of customer service and contact centres is extensive but they adapted to our specifics.
The report produced was very comprehensive and really helped us to identify the areas that we needed to focus on. It provided recommendations about different contact channels, resourcing, systems and tools, structure and many more areas. This review has confirmed some things that we suspected but also identified opportunities that we did not realise existed. We are now working through the recommendations.
I would certainly recommend working with Mpathy Plus, they have provided the independent expertise that we required but aligned it to our business and our brand. They discussed the issues with us throughout to ensure that we had a thorough understanding of what they were saying. It really felt as though they were working with us rather than for us.
Aster Property have 2 repairs call centres looking after 27k homes across 5 counties. Mpathy Plus were recommended to me for call centre accreditation services. I wanted to benchmark the service that we are delivering and have a contact centre expert advise us on every aspect of our call centre service from IT, HR, people management, KPI’s etc. Martin has a great understanding of the housing sector and was able to bring that expertise and advice on service improvement to help me to lay strong foundations to prepare the business for future growth within the business.
Fiona Miller, Call Centre and Performance Manager
Network Housing Group were planning to consolidate a number of different contact centres/customer service teams across into a single Group wide customer service centre. We appointed Mpathy Plus to support us in formalising a strategy and vision for the service together with an outline design and implementation plan. They provided great expertise und utilised their experience in contact centre design and implementation to develop a solution that met the needs of the Group, our people and our customers. They provided us with a roadmap for implementation that detailed the approach, key activities, timescales, costs, benefits and risks. We found this support most useful in understanding our unique position and the way forward for us. We subsequently asked Mpathy Plus to support us throughout the implementation stage by providing project assurance together with ownership of key technical areas including process mapping, resource planning, developing shift patterns and producing business requirements for IT. We found Mpathy Plus to be real partners in helping us to implement our customer service centre. Their professional but supportive approach helped us enormously and we were able to utilise their expertise, experience and reassurance that we were doing the right things. We would highly recommend any organisation that is considering making changes to their customer service to contact Mpathy Plus and work with them.
Jon Dawson, Change Programme Director
“Mpathy Plus provided invaluable support and direction to this project. The independent expertise and sector knowledge was evident throughout the process and undoubtedly saved the group time and resources along the way.”