BT bags CSIAs Australian Service Excellence Award
BT Financial Group ’s focus on making investing easy has been recognised by the Customer Service Institute of Australia (CSIA) which has awarded BT Customer Solutions the winner of the 2007 Australian Service Excellence Awards in the medium business category.
According to BT Customer Solutions, this award recognises excellence in customer service and reflects BT’s commitment to building a culture that places our customers at the heart of everything the company does.
The CSIA is Australian customer service organisation. Founded in 1997, the CSIA is dedicated to the professional development of organisations and individuals in customer service.
Delivering great customer service requires everyone in BT to understand what is important to its customers when they invest their money with us.
BT’s focus on the customer has been a three year journey - one which has seen BT transform the way it does things and the way BT reward behaviour.
BT instigated a major change program that reflects its commitment to making it easy to invest, getting it right first time and every time, and making its customers feel valued.
Part of BT’s customer focus transformation involved the introduction of new programs designed to improve service delivery by bringing the customer to life for all staff in the business.
Cultural programs such as -Service to the Max- and -Whatever it Takes- have encouraged BT’s customer service delivery teams to do the right thing and take whatever action they feel is necessary to meet its customer’s expectations.
Monthly customer satisfaction tracking across all areas in Customer Solutions ensures all teams understand how its customer’s rate our service and where they would like BT to improve.
Furthermore, BT’s -Mr Easy- continuous improvement program allows all of BT’s people to raise ideas on how they can improve any aspect of our business.
BT recognises that all its customers have a choice for their financial needs and that their expectations continue to increase every year. That is why BT believes it is so important to listen to its investors, advisers and employers to ensure BT provides the value-added services and products they want.
Some of the enhancements soon to be introduced as a direct result of its customer’s feedback include improvements to insurance arrangements on wrap and corporate super, easier integration between wrap and financial planning software, and improved direct equities functionality on wrap.
BT will also be focusing on increasing straight through processing so that the speed and quality of transaction processing is even better in the future. And of course, BT seeks to deliver ever better value for money for investors by using its economies of scale to continue to lower the cost of investing.
24-Aug-2007