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Case Study sas-becoming-world-class

Becoming World-Class

The COVID-19 pandemic brought a host of unexpected challenges to HMRC Customer Services during 2020. As customer demand became overwhelming and the organisation struggled to fill resource gaps, service standards fell below expectations and complaints increased by 12%. Fortunately, a concerted effort to bring forward necessary change has resulted in a steady stream of improvements to decisioning processes and the customer experience. Download this guide to discover how you can become a world-class customer service organisation.

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Key factors to transform your customer service:

  • Recognise customer expectations
  • Empower efficiency and optimise skills 
  • Creating citizen-centric services