Hello. How can we help?
We're an independent management consultancy in business change and performance improvement, specialising in customer service, contact centres and complaints. It's our mission to improve the quality and efficiency of our clients' business operations. We've helped people in the public and private sectors better understand and improve their customer experience and service delivery performance; from New Zealand, Australia and Asia-Pacific to the United Kingdom.
Whether it's strategy, delivery or assurance, we're here to help you put customer service first.
Making changes to customer facing services requires alignment of strategy, process, technology and cultural attitudes.
We've helped clients establish strategic programmes and tactical projects to transform customer experiences and operational efficiency in their contact centres, complaints and project delivery operations.
Whether it's better understanding contact centre service performance; optimising complaints management; applying lean techniques or learning lessons from programmes and projects, we focus on making a difference where it counts.
We've tackled thorny operational and strategic challenges in the public and private sectors, applying our experience to raise standards in clients' customer facing services.
Customer service expertise
Price Perrott's consultancy services are based on direct experience of leadership and front-line delivery in contact centres, complaints and customer facing services.
Our service first trademark provides you with reassurance that you're receiving high quality consulting services founded on demonstrated operational experience.
Selected client case studies
We've helped private and public sector clients with engagements including customer strategy, change programme delivery and independent assurance reviews against International Standards and researched best practice. Contact us to discuss transforming your own customer service performance.
We worked with Microsoft to apply our Complaints Management Assessment across their Asia-Pacific regional contact centres. The interactive analysis report revealed interesting perspectives on managerial and employee attitudes to complaints. It provided a benchmark for future initiatives and informed development of Microsoft's AS/NZ 10002 International Standard compliance plan.
Inland Revenue (IR) wanted to assess its complaints behaviour and staff culture to understand how the organisation currently valued complaints. We applied our Complaints Management Assessment to IR's front line customer contact centres across New Zealand. The final report provided insights into IR's cultural attitude towards complaints, supporting the case for cultural changes in the perception of complaints.
We delivered Complaints Improvement Workshops to attendees from the Strategic Leadership Team to front line staff. The council wanted managers and staff to understand how to improve performance in public services by learning from complaints. Our improvement workshops combined education in International Standards of complaints best practice with interactive team working sessions.
Council staff used the workshop to develop the business and cultural changes needed, which are now being implemented in a council-wide Complaints Improvement Programme. We're assisting the council with MSP® Programme Management advice and technical support.
We worked with Water New Zealand and the Department of Internal Affairs (DIA) to deliver a Complaints Webinar for Local Government attendees across New Zealand. The webinar covered International Standards for Complaints management and the implications for new national performance measures in water complaints reporting. The webinar assisted councils, Water New Zealand and DIA to address long-standing, contentious issues in water complaints reporting.
We delivered MSP® Programme Management to extend the council's 'Customers First' initiative into a phase 2 business change programme. The council wanted to extend its phase 1 Contact Centre and Customer Relationship Management (CRM) technology to provide benefits to the most vulnerable members of the community.
We implemented an MSP® change programme through its Identification and Definition stages, establishing a vision, strategy and direction for extending customer service investment into Benefits, Housing, Adults and Children's Services.
We carried out an independent Project Assurance Review of stage 1 of the council's Customer Relationship Management (CRM) implementation project. The council wanted to assess the project's compliance with CRM best practice as it planned the next stage of work.
Our review highlighted several areas that required attention. Comprehensive recommendations backed by researched best practice references limited the project's risk and re-focused its subsequent delivery stages.
Lambeth wanted an independent audit on the quality of its responses to customer complaints. We carried out a Complaints Response Quality Review, assessing the council's previous quality audit approach against researched best practice in complaints. We developed a new, innovative model for complaints quality and applied it to a representative sample of 200 complaints responses.
The final report identified improvements in the way the council analysed and audited complaints for quality improvement.