Kenneth Barrs

At EmpowerCX Europe 2019, our annual customer experience (CX) event, we recognized and celebrated three Foundever associates who are enhancing CX – one experience at a time. This is their story:

Ken has been working as Back Office Agent at Foundever Plymouth since 2017 and is an original member of the first Back Office Team.

As a key Subject Matter Expert, Ken oversees interactions with the client. He has put in place a robust process to track and process Service Now IT requests that ensure all requests are updated properly and in a timely manner. Ken was nominated to provide SME support and training in Manila for the transition of NKU. Before undertaking mainly SME tasks Ken was a high performer on the team – both on productivity and AHT – his productivity was consistently at 12 cases per hour and his AHT was an average of 420.

In his daily role, Ken plays a key role in ensuring daily figures and MI are produced in a timely manner. He has created guidelines for Team Managers and SMEs; and is heavily relied on by Team Managers and agents for assistance with case queries, complaints and quality issues.

As told by Ken’s Senior Team Manager, “Ken provides such a crucial role in the team due to his knowledge, tenure, approachability & attitude. I have 100% faith that when Ken is asked to undertake a task he will complete it on time, it will always be accurate and he will provide a full update. The relationships he has built with the client are a shining example of how well he is respected on the Campaign and the client also has the reassurance that if Ken is involved everything will be OK. I had no hesitation in recommending Ken as the lead on the NKU training and support that we were requested to supply for the transition to Manila. He will ensure that the agents in Manila are fully trained & supported and have everything they need to take on this work going forward. He is such a positive person, well respected and a role model for the team, nothing is ever too much trouble for Ken and he happily always go the extra mile and puts in extra hours to get a job done without question. He is heavily relied upon by myself, our Team Managers and agents alike to assist with queries, problems and new ways of working.”