Post on 28-Nov-2014
description
Insight through vision
Rose Collin & Carl McGrathCR Market Research
www.crmr.co.uk
Call Analysis- What’s really going on?
Insight through vision
Pressure
• Everyone wants more from less– Giving better quality from fewer resources– Improving standards at a time of flux– Increasing demands with less time to
complete them– You’re asked to deliver more value from
anything you spend on
• CR will help you deliver on this
Insight through vision
Question:
So do you know what’s happening?
Incoming call volumes Abandoned calls Call answering times Resolution Monitoring
Statistics are brilliant……
Call centres can easily measure
Insight through vision
But what’s really going on?
What do they say?
How do they say it?
How do they deal with people?Do they go through the right
process?
How do people feel?
How happy are customers?
Insight through vision
• Mystery shopping … but Credit/debit cards X Confidential information X Real names and addresses X Council tax/benefits references X Internal resources required X
Satisfaction surveys … but Self selection X Staff selection X Human interaction X Delayed completion X Varied expectations X Varied perceptions X
Existing techniques:
But what’s really going on?
Insight through vision
“Call analysis“
Uses ‘Real’ recorded calls with genuine people/issues Recorded calls are securely uploaded onto our systems Random selection of calls Analysed by our highly experienced assessors Flexible assessment process
Our own established system, or Your own system flows
• Requires that you have internal call recording
• Successfully completed multiple waves at Tower Hamlets
So what’s the answer?
Insight through vision
• In-depth reports akin to mystery shopping• Individual call assessments – Name, Date and Time• Top and Bottom 10 calls• Key issues• Issues to Action
• Our clients are able to use the results for:• Identifying beacons of excellence• Praise where its due • Staff training needs• Appraisals
Call Analysis What reports are provided
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The Tower Hamlets experience
• 100/250 calls every six months
• Comprehensive reporting
• Performance standards to include:– Basic Call Handling
– Physical Call Handling
– Dealing with the Question
– Testing processes
• Competencies
Insight through vision
The Tower Hamlets experience
• Report of individual calls assessments
• Top and bottom ten calls
• Key issues
• Issues to action/recommendations
• Feedback results and key action points to staff
Insight through vision
Dealing with the Question
The Tower Hamlets experience
Insight through vision
Dealing with the question
Tower Hamlets - Revs and Bens
Insight through vision
Performance Competency Summary
Tower Hamlets - Revs and Bens