Re-engineering
Customer Service.
Debby Webster has been in the Customer Service, Contact Centre and Service Management Industry for the last 27 years, with expertise ranging across the design, scoping, development, implementation, re-engineering, management and operational running of areas dealing with Customer Service.
Find out more how Debby can help you to revise and drastically improve your contact centre systems and processes.
Book a session with Debby to re-engineer your contact centre’s customer service
About Triskel Consulting
Debby Webster has been in the Customer Service, Contact Centre and Service Management Industry for the last 27 years, with expertise ranging across the design, scoping, development, implementation, re-engineering, management and operational running of areas dealing with Customer Service.
During this period, she has worked with some major Blue-Chip clients in various sectors including banking, mining, petroleum, IT, Government, Municipalities and retail. More recently she has been involved with organisations throughout Africa in developing or re-engineering their service offerings specialising in Customer Service training.
Debby is known for her ability to develop people and for developing staff to meet their full potential. Her skills have also been proven by the achievement, and in most instances the exceeding of, standard KPIs through training initiatives, re-engineering and implementation of business processes, as well as providing staff with a clear understanding of their task analysis and KPIs.
Staff morale is improved through customised individual career development plans for the staff as well as succession plans.
A Passion for the Service Industry
Debby has a passion for the Service Industry and drives service delivery in line with exceeding customer expectations.
Regardless of whether an organisation is in its infancy, a growing or existing concern, customers will demand, and expect, a high level of service and support. An increasing problem is that management often become complacent, resulting not only in a deterioration in the service provided and extremely high levels of customer frustration, but a break down in confidence, resulting in negative feelings by the customers concerned, and this is reflected on the bottom line of the business.
For this reason, Debby decided to form her consultancy – Triskel – to help companies address and resolve the deteriorating service ethics, improve service offerings to their customers and to concentrate on realistic, achievable and measurable deliverables,
all of which are factors of business profitability.
The services of Triskel can be divided into four components – process and procedures, technology, facilities and people – all or individual components can be selected depending on the Customer’s requirements and all services are underpinned by personal project management of the process by Debby. She has a strong belief that in order to manage an Organisation optimally, you need be able to measure and benchmark the performance of your Staff, Departments and the overall Organisation and she therefore provides Assessing, Auditing and Benchmarking together with the provision and implementation of recommendations for the rectification of identified gaps.
Debby has also been invited and presented at several national and international conferences and Master Classes on aspects of Customer Service and in particular Quality, and several of her articles on contact centres have been published both locally and internationally.
Triskel Services
- Auditing and assessment of current environment with feedback and remedial activity recommendations;
- development and facilitation of various training programmes aimed at Customer Service, People and Performance Management, Quality;
- business process design or re-design, process narrative documentation and implementation;
- Customer Experience Journey mapping;
- staff recruitment strategies;
- profiling of staff;
- interview processes;
- job descriptions with associated task analysis and KPIs;
- technology selection and implementation across various areas in the Organisation;
- IVR development;
- quality assurance design and implementation;
- operational manuals and business procedures;
- facility design;
- project management of the rectification plans and implementations.
Your Customer Experience Journey Specialist
Associations
Debby is a founder member, past President and Vice President and current Board Membership Official of ICCCA – the Independent Customer Contact Centre Association an international association. www.iccca.co.za
Other associations that she is a member of are:
Contact Centre Consultant Network – an association of dedicated independent Contact Centre, Customer Care and Customer Experience Consultants.
Contact Centre World the Global Association for Contact Centre and Customer Engagement Best Practice.
Client Partners
