KnowAll Enquire: virtual enquiry tracking By Penny Bailey BA, Dip Lib, MCILIP, MIoD, FRSA Managing...
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Transcript of KnowAll Enquire: virtual enquiry tracking By Penny Bailey BA, Dip Lib, MCILIP, MIoD, FRSA Managing...
KnowAll Enquire: virtual enquiry tracking
By Penny Bailey BA, Dip Lib, MCILIP, MIoD, FRSA
Managing Director of Bailey Solutions Ltd
Why?
• Improve your enquiry service to enrich the student or public experience
• Never miss a deadline and meet SLAs• Integrated & qualitative management reports• Avoid fines for not following statutory processes (FOI, DPA,
EIR)
What happens if you can’t measure your service?
• Can’t rate the customer experience• Can’t measure impact on your customer base• No explicit performance targets • Would like to make improvements to service levels
but not sure where time is wasted
Problem: recording enquiries is tedious and pointless!
• At the end of the week / month I have to fill in this spreadsheet with my time and costs incurred
• I’ve answered the enquiry – why do I have to re-key the enquiry into a database?
• How do I know how much time I spent?
Impact on enquiry staff - has anyone done this before?• Sure I did something similar to this 6 months ago, but
can’t find it now!• Maybe my colleagues have done something similar?
• I’ve been asked this same question 20 times this week already!
How?
• Integrated tracking and reporting on enquiries received by every communication method:• Walk-ups• Phone calls• Web forms• Email• Text• Chat
How?
• Tracking enquiries at 3 levels:1. Quick counter replaces 5 bar gate system
2. Simple enquiries are answered with one simple form with pre-populated fields
3. Complex enquiries are managed and use of resources is accurately recorded
How?Automatically collects statistics from a central store of user data
One unique identifier, e.g. email = name, email, mobile phone number,
gender, age, ethnicity, department,
location, address, year, photo and other
essential demographics
Benefits: share and re-utilise enquiry answers by a searching knowledge base
Benefits: accurate time recording
Timer that can be • started• paused• restarted• stopped• assigned
Benefits: never miss deadlines and meet SLAs
• Automated submission dates = automated deadlines• Managed transition from one stage to the next
Automatic reminders
for every stage
of the process
Benefits: publish FAQs•Users can help themselves and staff can concentrate on in-depth, difficult or one-off questions
Statistical outcomes: when do they use the service?
Informs opening hours and staff availability
Statistical outcomes: how do they use the service?
Informs how the service should be offered
Statistical outcomes: Customer satisfaction reports
• Statistics on the number of enquiries completed by the deadline
• How do they rate your service?
• How do they perceive your response times?
Statistical outcomes: evidence to improve team performance
• Time spent by each member of staff• Average time taken to answer• Review customer satisfaction record of each staff
member• Set SMART targets based on these figures
Statistical outcomes: aggregated costs
• Aggregated data transfer to finance department is accurate and time saving
Statistical outcomes: evidence based management of resources
• Reports on ratings of resources
Evidence based management of resources
• Reports on resource usage used to justify continued subscription or cancellation
Statistical outcomes: justify service levels
• That whilst the number of enquiries has gone down, access to enquiries published as FAQs on the website has increased
• The amount of time spent on enquiries to justify a need to increase / retain staff
Statistical outcomes: prove value of staff
• The average time spent on enquiries has decreased – staff are working more efficiently
• Customer satisfaction records have improved or remained at high levels
Statistical outcomes: types of enquiries
Reports on the types of enquiries the service handles to inform
• Knowledge gaps• Need for specialists• Resources requirements
Statistical outcomes: prove value of service to users and higher management
• Impact analysis by correlating use of the enquiry service / customer services with achievements and success stories
Useful links
• Article about why Outlook isn’t enough for monitoring enquiries: http://bit.ly/14bVulF
• Article about raising your game: http://bit.ly/SPFn42• E-brochure on Public Servant website:
http://bit.ly/11owq6M• KnowAll Enquire website: www.knowallenquire.com• See Articles under the Resources menu
Find out more about KnowAll Enquire: enquiry tracking software from Bailey Solutions
Tel: +44 (0)1273 773788
www.knowallenquire.com @baileyenquire