My customer, my call


We believe that every contact we have with our customers gives us an opportunity to deliver great experiences. We provide a range of services to help our customers get in touch, and we want to make sure these services are convenient, accessible and provide quick resolutions. Upskilling our customer contact teams is crucial to making sure our customers get the support they need, when they need it.

The initiative  

‘My customer, my call’ is a training package we’ve developed to improve how we respond to customers who write to us. Our customer contact centre alone receives over 200 letters and emails every day. By picking up the phone to respond to these enquiries, where appropriate to do so, we can often resolve the customers enquiry much quicker. So, the training provides our teams with the tools, knowledge and support to make that call. Unlike letters and email, there is an immediacy to telephone calls that allows both us and our customers to ask and answer questions, clarify, explain and resolve.

The results  

By introducing ‘My customer, my call’ training, we’re giving our customers better quality experiences when they contact us. While some people prefer written responses, and we do still provide this service, the feedback from having direct conversations with our customers has been overwhelmingly positive.

My customer, my call