Advanced Customer Service Self Assessment Tool
Can Studios have worked with Reuters to develop Human Resources assessment solutions for over 5 years.
The ACS Self Assessment Tool enabled customer support staff globally to rate themselves against defined capabilities prior, during and after the ACS training programme.
The overall goals of this project are to:
- Encourage continuous individual reflection on capabilities, performance and the desire to improve further
- Create a tool to support the transfer of training and behaviour change into day to day workings within RSC
- Support a coaching conversations culture that drives continuous improvement and awareness building
- Identify which capabilities an individual needs to develop further
- Provide a way to measure progress over time and capture actions and comments
- Provide an underpinning reporting mechanism for a senior RSC manager to report on trends across whole teams/groups to see how the capabilities are at a team / group level
- Design a tool that will encourage people to regularly and actively take responsibility for their learning linked to the ACS programme