The Brief

To manage the ASA’s customer services department and handle all day-to-day communication with members and swimming enthusiasts.

The Work

Commercial Audit – We pioneered and undertook a Commercial Audit for two regions of the ASA (West Midlands and South East), which involved carrying out staff interviews and analysis of all commercial activity in order to review their current performance in the ten Key Income Generators in sport.  We then provided a detailed report with recommendations on how to maximise all commercial opportunities in each area.

Training – We supplied the ASA’s Regional Directors and Chairmen with specific, tailored training courses in order to ensure the newly reorganised regions took greater accountability and efficiency in generating new revenue and income streams to progress and develop the sport.

Customer Service - We act as an intermediary between the ASA and their customers, ensuring all daily interaction and communication is delivered with the highest level of customer service by their enthusiastic and skilled team.

Administration – We handle all daily administration tasks including promptly answering all incoming calls and enquiries, responding to emails and letters, mailing out of promotional material and providing the ASA with weekly reports on call volumes, trends and customer feedback.

We have also been tasked with handling the Free Swim Voucher Scheme, from January 2010, on behalf of ASA.

The Results

• Provided the ASA with a report and recommendations for improving their commercial activity and generating new income streams regionally.
• The ASA’s customer services department is being outsourced and managed effectively and efficiently by a specialist company