Llaura Hughes - Engage Customer · Llaura Hughes Motability Operations @llaura_hughes. A Virtual...

Copyright ©2018 Motability Operations 2

Llaura HughesMotability Operations

@llaura_hughes

A Virtual Workforce:Developing customer interaction through technology


Press 7 for…..

Press 4 for …..

Press 3 for…..

Press 2 for…..

Press 1 for…..

Press 5 for…..

Press 6 for…..


Operational Change

Cascade

Comms ‘Inbox’

Cascade

Validate

Authorise

Design

Sign off


Monthly User adoption

⚫ Ask Mo – 70,000 conversations (65% of calls)

⚫ Process maps – over 10,000 hits

⚫ Average 200 – 500 pieces of “change” received

⚫ 85 emails sent to the business*


Ask Mo 2018 Ask Mo 2019Customer VA


Ask Mo 2018 Ask Mo 2019


Remember….

Confidence doesn’t come when you have all of the

answers.

But it comes when you’re ready to face all the

questions.

Llaura Hughes - Engage Customer · Llaura Hughes Motability Operations @llaura_hughes. A Virtual...

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