What we did at work today!

For the last few months, every team in our contact centre has been spending a bit of time on a challenge our managers gave us.

Each team had to find out what our customers think of our service, and where we can improve. My team deals with people registering as Waste Carriers, so they were the customers we were interested in.

We created a questionnaire, put together a list of customers who had recently received their certificates, contacted them and asked them to take part in our survey - many very kindly did.

From the survey, and various other spreadsheets of lovely stats that we keep, we got lots of lovely raw data, that was then sorted out into some useful info, and put into graphs.

We have a very creative and talented team - some put together a story, some created props, others did the graphs, and one created some music then played it on his guitar for our presentation.

Here follows a quick outline of our story!

Santa is sitting in this grotto with his Elves (one of whom wants to be Elvis, so is known as Elfis). He gets a letter from the government saying they cant afford to give him money for all the toys children want for Christmas, but they will give him some money towards creating gifts out of waste wood (after all we are in a recession!)

Santa goes out and a local carpenter gives him lots of offcuts of planks etc. Just as the reindeer are having a drink at the local river, an Officer comes along and asks Santa for his Waste Carrier Licence (as hes carrying waste wood). Poor Santa does not have a licence, so has to return the wood, and go home empty handed. the Officer tells the Seasonal Fellow that he faces a heavy fine if he does not stay within the law!

Santa is shocked and thinks that if he does not get this licence, he might go go Jail.


Elfis appears and starts singing Jail House rock.

Meet Elfis!

Elfis is my dear colleague Arshid who is an Elvis fan!

Santa calls the Environment Agency, who explain all about it, and show him the site on the web where he can apply for one.

As Santa waits for his licence, the good fairy (aka Ricky) tells us all about how fast our process is, and what our customers think of how we are doing, and what we can do to improve our service. (lovely graphs and charts illustrate this)

Next scene.. Santa gets his licence, collects the waste wood and takes it back to his workshop where he makes toys for all the children, and all ends happily ever after!

Meet my lovely team!

From the left top.. Tim, musician, Lucy, Narrator and organiser, Arshid (aka Elfis) Ricky (aka the good fairy) Ali (the Officer and elf) sitting down.. Alice, (an elf and prop mover) Sonia (Narrator 2 as I had lost my voice) Robyn (elf) and Rob (aka Santa!)

We had a great time, and the information that we got from our project will be used to make the process faster and easier for our customers, and help us help them!