OUP Customer Service delivers service to all divisions within our organisation. We are continually developing a more streamlined and customer-focussed approach to service.
Currently we are reviewing our processes to develop further efficiencies and identify any processes that don’t add value.

Eighty percent of requests received by Customer Service are driven by paper. In order to manage the high volume of paper, we have introduced KPIs within the area. This has enabled us to manage work volume, type of requests and priorities within allocated turnaround times.

Technology has directly improved the delivery of processes within Customer Service. We are continually developing tools to support staff to ensure there is consistency in the information provided to our customers. We have deployed an intranet to centralise our procedures and resources, ensuring they are readily available, easy to access and updated regularly, with the aim of ‘first call resolution’.

We are continually developing and supporting staff to meet the changing needs of our customers. We have some exciting projects in the pipeline to minimise errors by reducing manual intervention.

Our focus for the next 12 months is the streamlining of processes to free up staff, enabling them to be more proactive, provide customers with a better service, making the customers’ experience pleasant, efficient and easy!