Client: National Careers Institute
The project involved an audit of the services offered by the School Leaders Information Services (SLIS) team with a focus on the call centre/information Officer interactions and a review of processes, procedures and staff awareness of their role(s) processes and procedures.
The outcomes of the Project provided the National Careers Institute (NCI) with a better understanding of how to improve the SLIS.
The approach adopted to undertake this Project included:
A mystery shopping assessment (20 instances) to evaluate the services provided by the call centre staff, from an end-user perspective.
Interviews with key staff (4) at the call centre/information officers identified by NCI
Detailed review of the SLIS Operating Manual.