Percepta

Independent Communications Management

Case Studies

For the Palace of Westminster we devised and coordinated a training programme for both Houses, to ensure quality was maintained when Voicemail was introduced. This involved communicating with a vast array of people from MPs and Peers through to general staff.

For The Chartered Institute of Management Accountants we developed and implemented a training programme for all 350 staff from the Boardroom down. With all staff having DDI extensions the Institute was aware that each individual staff member was now at the 'front door' for their callers. They wished to ensure that each staff member took responsibility for the caller in the same manner as a receptionist would greet and care for a personal visitor.

For Argos Retail they were aware that at times calls to their stores were not being handled in the manner that was expected. This project is ongoing but as part of the initial investigations Percepta undertook a 'mystery shopper' study to consider and understand what is happening when the caller is telephoning. This monitoring is only part of other considerations, which will assist with future strategic planning.