Parasol publishes service data and hits employment milestone
The Cheshire-based firm is now publishing its call and email response figures on a weekly basis. This data is displayed in a traffic light & lsquo;swing-o-meter’ format designed to enable quick review of service targets.
The initiative comes as Parasol announces that it has employed its 90,000th contractor.
Data being made publicly available as part of the firm’s transparency push includes the:
Percentage of contractor employee emails responded to within four hours, along with the average response time
Percentage of contractor employee phone calls answered within 30 seconds, along with the average pick-up time
Number of complaints received during the week, plus the percentage resolved within 24 hours
Ifti Ahmed, group operations director at Parasol’s parent firm, Optionis, accepted the company was taking a “calculated risk” by sharing potentially sensitive information with the outside world.
He said, “Of course we are leaving ourselves open to criticism if our service levels do not meet the required standards.
“However, we think any potential risks are vastly outweighed by the benefits that come with being completely open and transparent about the impressive service levels we expect to deliver.
“Contractors and recruiters can now see at a glance how we’re doing. We pride ourselves on providing an excellent service, and have invested heavily in this area in recent months, so now it’s time to be bold and put our cards on the table.
“We believe that service innovation is the new battleground in our sector, and are determined to stay ahead of the competition.”
Parasol contractor employees can check the key performance figures when logging on to online portal MyParasol. The statistics are also accessible directly via the company’s website.