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Performance Improvement

In order to improve there is a need for insight into the current position. Mpathy Plus has extensive experience in reviewing performance and developing this insight with clear recommendations for improvement.

We look at all areas of customer service across all types of organisations. 

Our services can focus on specific areas such as operational efficiency or the customer experience or we can provide a general overview but all with the specific aim of providing an independent insight that enables an improved output.The following are an example of some of the areas that we deliver in but we are continually being asked to work in new and exciting areas. You can download further information here.

Operational Reviews

Reviewing all components within an operational centre with findings and recommendations presented in structured output giving clear guidance for improvement.

Customer Experience

Understanding the customer perspective on service; Customer Experience Audit & Customer Satisfaction Surveys.

Value for Money

Managing the cost of service, Efficiency Audits, Business Case Development and Cost Benefit analysis.

Staff Attitude

Identifying how staff feel via a Staff Attitude Survey and Training Needs Analysis

Channel Analysis

Utilising evalue8 to examine and compare contact channels across a range of criteria examining effectiveness, experience and utilisation.

Continuous Improvement

Putting it all together, developing Performance Improvement Plans and ongoing Strategy
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