Unilever ms results final
4
HGS UK INTERNAL COMMUNICATIONS Prepared by Sales & Marketing - UK & Europe UNILEVER TEAM at HGS UK ACHIEVES HIGHEST EVER MYSTERY SHOPPING SCORE The Unilever HGS team achieved 3.81 (out of 4) their highest ever score in their 26 th Mystery Shopping Exercise for Unilever. We have consistently beaten client targets ever since we started the exercise. The Unilever HGS UK team successfully completed their 26 th Mystery Shopping Wave scoring an all-time high of 3.81 (out of 4). The team were scored on their responses to over 160 calls (conducted by an independent organisation) over a four week period in March-April. Ever since its launch in 2007 the Unilever HGS team has consistently exceeded their client target of 3.5 in all the Mystery Shopping exercises. “This is a great achievement for everyone in the Unilever HGS team. A lot of preparation goes into the Mystery Shopping exercise. We conduct team building exercises to motivate the agents, team-outings and fun activities like decorating the work floor to prepare the team for the gruelling 4-week exercise. We are glad that we have stepped up to the challenge as always and delivered outstanding results,” commented Hazel Thomson, Quality Manager for HGS’ Unilever team, in charge of the Mystery Shopping exercise. The Mystery Shopping exercises are conducted by an independent body thrice a year and measures the performance of the Unilever consumer care team against that
Transcript of Unilever ms results final
HGS UK INTERNAL COMMUNICATIONS
Prepared by Sales & Marketing - UK & Europe
UNILEVER TEAM at HGS UK ACHIEVES HIGHEST EVER MYSTERY SHOPPING
SCORE
The Unilever HGS team
achieved 3.81 (out of
4) their highest ever
score in their 26th
Mystery Shopping
Exercise for Unilever.
We have consistently
beaten client targets
ever since we started
the exercise.
The Unilever HGS UK team successfully completed their 26th
Mystery Shopping Wave scoring an all-time high of 3.81 (out
of 4). The team were scored on their responses to over 160
calls (conducted by an independent organisation) over a four
week period in March-April. Ever since its launch in 2007 the
Unilever HGS team has consistently exceeded their client
target of 3.5 in all the Mystery Shopping exercises.
“This is a great achievement for everyone in the Unilever HGS
team. A lot of preparation goes into the Mystery Shopping
exercise. We conduct team building exercises to motivate the
agents, team-outings and fun activities like decorating the
work floor to prepare the team for the gruelling 4-week
exercise. We are glad that we have stepped up to the
challenge as always and delivered outstanding results,”
commented Hazel Thomson, Quality Manager for HGS’
Unilever team, in charge of the Mystery Shopping exercise.
The Mystery Shopping exercises are conducted by an
independent body thrice a year and measures the
performance of the Unilever consumer care team against that
HGS UK INTERNAL COMMUNICATIONS
Prepared by Sales & Marketing - UK & Europe
“Our consistently good
scores are testament
to our ability to
provide premium
quality services for
Unilever. It assures the
client that we are
delivering their
targets, achieving
customer satisfaction
and securing brand
allegiance through
every single customer
interaction carried out
by the contact centre”
- Craig Suttherwaite,
Contact Centre
Manager, Unilever UK.
of its competitors. Calls include simple queries to complex
complaints on any one of Unilever’s over 40 brands.
Craig Satterthwaite, Contact Centre Manager for Unilever
UK&IRE comments, “Our consistently good scores are
testament to our ability to provide premium quality services
for Unilever. It is the biggest measure of performance for our
contact centre - an indicator to the client that we are
delivering targets, achieving customer satisfaction and
securing brand allegiance through every single customer
interaction carried out by the contact centre.”
As part of the Mystery Shopping Wave, the HGS UK Unilever
team proactively put together an internal video – please click
link to view: http://www.youtube.com/watch?v=R32KWzTpAXk
HGS UK INTERNAL COMMUNICATIONS
Prepared by Sales & Marketing - UK & Europe
We’re all good eggs here…
The Mystery Shopping launch was accompanied by team building exercises, which involved each
team ‘protecting their eggs’ while completing a series of tasks.
When Darth Vader met Frodo….
By popular demand, the Unilever floor was decorated in a Star Wars/ Lord of the Rings theme….
HGS UK INTERNAL COMMUNICATIONS
Prepared by Sales & Marketing - UK & Europe
Cooking up a storm….
As part of the launch party, team members cooked up a delicious meal which was enjoyed by all.
The team celebrated the successful completion of the Mystery Shopping Wave, with a Comedy night
out … drinks and dinner on the house, of course!
