New Year, New Systems

Here at UFindUs we are looking forward to 2007 as being the year when we will put into operation the plans that we have been making in 2006 to improve our customer services to the point that it will become the model on which other large organisations will base future changes.

UFindUs have resisted the temptation to set up a foreign call centre with a never ending choice of automated options which may lead you to an agent if you’re lucky. We are instead favoring the introduction of a new tailor made software package, and, a phone system which will allow you to deal with real people rather than a machine.

There are two major points that we consider to be real breakthroughs in this area. They are, that the UFindUs agent you talk to originally will at all times have complete control over the way the issues are dealt with and it will be their responsibility to make sure that only when everything is resolved can the file be closed by that agent.

We are also creating “super agents”, experienced staff who will also be able to deal with more technical issues whilst someone is on the phone. Providing the reassurance that the matter has been dealt with there and then, with no need for further calls.

It is an exciting time for UFindUs, and our customers are already starting to feel the benefits with these new steps which are now consolidating the changes that we have already made.

Graham Armstrong
Accountability Department
UFindUs Ltd