Establishing comprehensive customer service certification

Client

A Utility Company in Saudi Arabia

Project Description

Customer Excellence Transformation Journey: The company embarked on a journey to build, operate, and transfer a working and sustainable system for customer service certifications across the organization. The objective was for participants to learn and assimilate the key components of the company’s customer service systems, processes, and products, enabling them to partake in assessments that, upon successful completion, would certify them. The certification consisted of two assessments to be conducted by ABAMI and the company. The participants included directors, managers, supervisors, and agents from both back office and front office roles across the organization’s six clusters. The project involved multiple phases, including systems analysis, content development, assessments, and reporting.

Geographical
Coverage

1,920 Participants from the Customer Excellence business unit

Employees
Impacted

Across 6 geographic zones of KSA

Situation

The existing content was available in multiple repositories and needed to be revamped to make it exciting for participants to access and digest. Detailed understanding of the existing systems processes needed to be done, to understand, validate, and standardize the most updated content.
The organization lacked a best practices framework for creating and running internal assessments, which needed to be established as a baseline for the project.
The target workforce is large and distributed throughout the kingdom, making it essential for the organization to become self-sufficient in sustaining this assessment rollout in the future. Knowledge transfer was a critical requirement of the implementation.