The Aggs and Asphalt customer service team at Preston Brook office ran an ideas competition to improve customer service performance. They spotted an area of opportunity that they could directly influence.  It was to develop first class order taking via a call coaching and improvement strategy.

This was an area that the customer service and planning office were responsible for and it would have a significant impact on customer call quality and content.  This would then lead to improved customer experience and NPS scores.

Following a successful implementation the top performers from each market were selected in recognition of their exceptional customer call quality over the previous month.

The winners for call of the month are: (Photo left to right) Jennifer Hussey, Jessica Murrell, Cloe Turner, Andy Housley, Holly Webb.

they hope to have an ongoing monthly recognition for one individual for “Customer Call of the Month.”

Well done to the inaugural winners and the whole team for a great initiative.