Quality service at Rocket

Mission Statement
"To provide the highest level of integrity and quality of service within each industry sector we operate"

Project Sagittarius
Project Sagittarius is an ongoing internal programme designed to ensure that our mission statement and service delivery standards are exceeded. It pulls in all the necessary elements required to create and maintain an atmosphere of enthusiasm, responsibility and integrity throughout the Rocket organisation. This is the foundation for our customer interactions and forms the "blueprint" of everything we say and everything we do.

Recruitment
Notorious for high staff turnover and disgruntled employees the call centre industry in general is right to receive such bad press. At Rocket we recruit the very best talent (people that possess a "service instinct") within the local area, mindful of the "mission critical" nature of our business our recruitment activities are targetted at the local Fleet catchment area. Open days, staff referral schemes, involvement in the local community all form part of our recruitment strategy. We appreciate that we are in a people business and as such our emphasis is in employing graduate calibre candidates that are intelligent enough to "buy in" to our corporate vision and culture.

We provide one of the best working environments in the industry, comfortable, air conditioned facilities that are a pleasure to work in and our infrastructure provides team members with the right tools for the job.

There's a buzz at rocket
Visitors to Rocket always comment on the "buzz" that eminates from our contact centre. The level of enthusiasm, hard work and committment of the Rocket Crew (Team) is evident to even the casual observer.

Not only only do we pay the highest hourly rate in the area the Rocket Crew benefit from added benefits such as private health care and pension contribution together with a clear "route map" for career progression into sales, marketing or technical support.

• Rocket contact information
• Rocket news

An ambitious shared vision

Our Vision
To be the premier provider of telecom solutions and services

Our goals

• 	Execute the business plan flawlessly
  	Measured by our customer  - outstanding customer focus, retention, growth and account management
  	Demand led product development, online presence, supported by UK based business centres
  	Financial health, and controls – cash flow etc
  	People – local recruited and retained organisation supported with processes, standards and communications
  	Operations, systems and general management delivering industry leading results

Rocket Galaxy
An invaluable method of internal communication is the Rocket Galaxy (Intranet), it ensures that Rocketeers (Team Members) are fully briefed and updated with new developments and serves as a constant reminder of our shared vision and goals. The Galaxy forms an integral part of the Rocket strategy and is a dynamic and invaluable reference point for the whole team.

The Galaxy assists the training, monitoring, development, motivation and reward of all Rocketeers and boasts the following features;

Stars (Reward Points)
Rocketeers are awarded and/or deducted reward stars based on a vast array of criteria, call quality, adherance to customer requirements, call monitoring results, time keeping and attendance, customer feedback, customer product knowledge are all elements that attract stars. Cummulative star totals determine league positions and act as a significant peer group incentive.

Stars can then be redeemed in the Galaxy Store against a whole selection of consumer products from DVDs to adventure days. This innovative approach minimises the need for "micro management" and empowers Rocketeers to meet their personal objectives by self appraisal.

Training
Our in-house training team ensure that Rocketeers are provided with the skills to serve our customers to the highest standards. New recruits are placed on an extensive 3 week induction programme that incorporates elements such as Project Sagittarius, systems, and customer overview.

Specific training is applied to new customer accounts and is a prerequisite of client account activation, Rocket do not underestimate the need for your calls to be handled by articulate, intelligent and trained Rocketeers that are fully briefed on your products and services.

Ongoing refresher training is conducted as required.

Customer Satisfaction Index
Rocket operate a CSI programme designed to provide a dynamic and constant evaluation of our service delivery. Clients are regularly contacted by our Customer Service Crew and are asked to participate in a customer service questionnaire. Questions are allocated points and are weighted according to importance. The cumulative results are collated and provide an overall index of customer satisfaction. This index is an important factor when calculating individual Crew Member remuneration.