January 28, 2021

Madam Yvonne Ohui Maccarthy, President, Institute of Customer Service Professionals (ICSP) has said Customer Service Index (CSI) for the year 2020 increased by 3.3 percent as against that of 2019.

She said a survey conducted by the Institute with a sample size of 3,182 for the year in review saw the index at 65.55 per cent whereas that of 2019 was 62.62 per cent.

Madam McCarthy said this at a media engagement on Thursday in Accra to provide reports on how various sectors in the country were performing in relation to customer services.

The event also provided the opportunity to measure customer satisfaction of institutions in Ghana through interactions by industry players.

Madam McCarthy said the survey, third in series, focused on hospitality, retail malls, insurance, online businesses, banking, health care, transportation, telecommunications, utilities and public sectors of the economy.

Speaking on the performances of the sectors in relation to customer service, she said the results of the survey indicated that hospitality came first with 76.63 per cent, retail malls, second with a customer service percentage of 74 per cent, insurance with 71.79 per cent, online businesses with 69.99 per cent, banking with 65.84 percent, health care with 63.84 per cent, telecommunications with 63.24 per cent, in that order.

Transportation, utilities and public institutions were ranked at the bottom three with 59.91 per cent, 56.86 per cent and 53.83 per cent respectively.

Explaining the impacts of COVID-19 on customer service, Madam McCarthy, said despite the fact that the pandemic had adverse impacts on various sectors, there had been positive impacts as well.

She explained that the pandemic helped organizations to be extra innovative, re-evaluate and reset their ways of executing duties as created seamless services to provide customer satisfaction.

“Before the pandemic set-in, consumers of telecommunication services were not usually tracking their consumption of internet data, but because most of us were not that busy due to the lockdown, we usually checked how much data we have consumed after using our phones for some time. The pandemic made people more conscious of their data usage,” she said.

Madam McCarthy advised business owners to provide workers with necessary resources and technological tools to enhance effective work.

Mr. Clement H. Holloway, Founder and Chief Executive Officer of Wewrite Technologies, a consultant on the project, said ICSP had provided a customer service survey platform, a customer service online courses platform and a serve check accreditation application platform, which helped in the assessment.

He said the customer service survey platform gave customers the opportunity to lodge their complaints when unsatisfied with the services of institutions they visited.

Mr Holloway said customers could share their experiences via www.ghanacsi.org/survey, for future surveys.
Mr. Albert Cofie, Managing Director, Hegemony Consultancy, assured citizens of the effective and smooth usage of the platforms provided by the institution.

He encouraged citizens to speak out in cases, where they got dissatisfied services to improve customer service in the country.

Source: Ghana News Agency

March 9, 2020

The West African Association of customer service professionals (WAACSP) for English Speaking ECOWAS Countries have announced the body’s governing board for 2020 – 2022.

The doyen of customer service in Ghana and head consultant institute of customer service professionals- Ghana, Yvonne Ohui MacCarthy will pilot the affairs of the 5 man board with the task to project and promote the body’s visibility across the region, professionalize and bring customer service practitioners across the region under one umbrella with a view to strengthen the profession, increase service delivery, awareness and demand acceptable standard from employers, Government and practioners.

Yvonne Ohui MacCarthy is a UK trained Banker and Customer Service Professional with certification from the London institute of Banking and Finance (LIBF). She also hold recognition award from the London school of public speaking and award for Advance training the trainer from Institute of leadership and management (ILM) UK. Her work experience includes customer service Jobs at NatWest Bank and Santander.

She’s currently head of consulting for ICSP- Ghana and lead consultant for British council across the West African Sub-region. She has trained many individuals and businesses in Ghana, Sierra Leone, Liberia and Cote D’Ivoire under the institute of customer service professionals and the British Council on their Connecting classrooms project (4 years).

Other members of the board include: Nelson Simeon Benson (Technical and Strategy) Araba Nana (Regional Integration) Chris Anozie (Secretariat) and Barrister Martins Nzube (Legal)

The board is also saddled with induction of WAACSP members with the three (3) inductions billed for 2020 to hold in Lagos, Accra and Freetown.The tenure of the board expires February 28, 2022.

Source: Thewaacsp.com



ICSP is an independent institute solely dedicated to training and providing holistic and specialized customer services solutions and strategies for individuals and organizations.


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