Latest News
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Douglas Stafford Donates £1500
Barely Born Charity recieves £1500.
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Sailing on the Solent
Douglas Stafford entertains its clients on 'Lady Diane'.
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Douglas Stafford 20th Anniversary
Douglas Stafford is proud to be celebrating its 20th anniversary.
Case Study
Combined Insurance Case Study
Combined Insurance appointed Douglas Stafford in 2008. The task was to assess the customer handling skills and adherence to both the company's sales process and FSA regulations of the inbound call centre. To achieve this, dummy personal accident and healthcare policy holders were created and uploaded onto Combined's customer management system. Our Telephone Mystery Shoppers then assumed the fictitious policy holders' identity to ensure real life credibility and maximum value from the programme.
Informed training and development
The Programme evaluated the Customer Services team a minimum of three times over the year. The results were then used to help devise the personal training and development of the individual Customer Services' advisers, improving their customer handling skills and safeguarding against mis-selling and the potential breaking of FSA regulations. The programme has proved to be invaluable to the company. As a result, it has been rolled into 2009 and a continuous assessment plan has now been put in place.
Testimonial
"Douglas Stafford have been able to adapt and understand our business, building an intuitive Mystery Caller Programme. This helps us monitor the performance of our customer service team. The Douglas Stafford team are both professional and friendly to work with and their service has provided a performance management tool that allows us to coach and train our team. This allows us to provide our customers the highest levels of service and customer satisfaction."
Tim Thirlway
Research & Development Manager
