Audit Services

South Bayside Waste Management Authority

Customer Service Monitoring (2006)

Project Description

The South Bayside Waste Management Authority (SBWMA) needed a consultant to provide on-going monthly monitoring services to evaluate Allied’s collection and call center performance in order to hold Allied accountable to its franchise obligations with regard to delivering quality collection and customer service.

HF&H Solution

In order to complete the Authority’s objectives, HF&H’s work tasks included:

1. Meeting with Allied staff to develop an agreed-upon methodology to documenting and reporting complaints, and verifying compliance with the performance standards.
2. Quantifying the number of missed pick-up complaints not corrected within 24 hours for residential and commercial customers.
3. Assess call responsiveness by documenting trends in average hold times, % of calls answered in 90 seconds, and the average number of calls handled per day.
4. Document our findings, observations, and recommendations.