BOC speed up and improve accuracy of feedback using
Rant & Rave

On our journey to become a High Performance Organisation, BOC aim to use the most effective tools available in the market today to enable us to reach our goals. Rapide's Rant and Rave is one of those tools. It offers us the ability to capture instant feedback from our customers which in turn allows us to further understand their needs. It has proved invaluable in learning what our customers genuinely value about the service we provide and also enables us to give constructive feedback to our colleagues.
Mark Jenkinson - Head of Customer Service for UK and Ireland

The challenge

When you’re a world leading supplier of essential gases and related equipment for everything from medical treatments through to keeping beer fizzy, you have to be certain that you can react and respond to your customers ever changing needs and BOC do just that. In Worsley (Manchester) the BOC Customer Service Centre receives inbound customer calls for the UK and Northern Ireland. The calls can range from a homebound patient ordering medical gases one minute to a customer calling to discuss bulk industrial gases for automotive manufacturing the next. The BOC strategy is to become a High Performance Organisation (HPO) in every aspect - not least of which is providing an excellent customer experience. The challenge for BOC was to find a way to understand exactly how their customers felt about their own experiences when dealing with BOC. They then needed to turn this feedback into meaningful information which could be used quickly enough to help shape the direction of the entire operation. In doing so BOC would be able to impress and retain customers in a time when customer retention is paramount across all industries.

The solution

BOC implemented the Rant and Rave service into its customer service centre to capture how customers felt about their experience after dealing with the Worsley call centre operatives. It works like this, the customer calls in and completes a discussion with an operative. The customer is then transferred through to the Rant and Rave system which asks the customer to give a score for their experience of BOC (that day) from 1 to 5 (with 1 being a poor experience and 5 being an excellent experience) The customer is then offered the opportunity to leave spoken feedback. Upon completing the call the information is processed in real time and provided back to BOC via the Rant and Rave online interface. The interface is capable of showing multiple views of how each area of the call centre is performing, trends, along with great performances and poor performances etc. It even provides BOC with a word/tag cloud which enables instant visual identification of which topics are arising most on the calls. BOC can then drill down into these word clouds to see (or listen to) exactly what the customer said.

The result

Kathryn Satchwell of BOC was very pleased with the benefits of the service. She claims that the speed and accuracy of the feedback enables the business to report back to Call Operatives on calls that have just been completed. This allows for a significantly enhanced ability to motivate the staff, spot areas for coaching or training, deal with issues and praise good work. The feedback process goes beyond the staff within the customer service centre, and feedback has been passed to other areas of the business including the transport and delivery functions. Above and beyond this; the service allows BOC to understand customer feedback regarding current and ongoing projects and allows them to shape and design future projects.

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