Transcript Grand Lac Presentation

Things to Think About
How is providing customer service in an Information
& Referral service different?
Briefly write down the very best customer service
experience that you have had. What made it
memorable?
Briefly write down the worst customer service
experience that you have had. What made this
experience so bad?
What is a Customer Service Culture?
• A customer service culture is an organizational environment
where services are planned and delivered in ways that
maximize positive impressions and outcomes.
• Customer satisfaction is a measure of the degree to which
a product or a service meets the customer’s expectation.
• It involves responding promptly and accurately to client
requests in such a way that each client feels valued,
respected, and understood.
• An I&R service should be conceived and executed from the
outside-in – not inside-out approach.
Customer service culture exists where:
• staff care to know what results they produce
• those results relate to client expectations
• A strong customer service culture should be
reflected in your mission, vision, values, strategic
plan, policies and procedures, performance
management system and your training and
orientation
To create a customer service culture I&R’s need to:
• provide clear definitions of behaviours and expectations
• provide clear performance measures
• have an ongoing process that emphasizes feedback and
dialogue
• link it to strategic goals and organizational values
• have shared responsibilities between managers and
employees
• address poor performance
Mission, Vision and Values in a Customer Service Culture
• Client service cultures exist where organizational
mission, vision, values and systems support
behaviours that improve their capability to serve
clients. Effective organizations identify and develop
clear, concise work values that inform and impact
every aspect of their organization.
• All agencies have a mission, vision and values and a
charter of expectations, all of which contribute to its
organizational culture
What’s Yours?
Write down your organizations mission statement?
Write down your organizations values?
Example of Mission Statements:
BC211 is committed to enabling British Columbians to
access and use community resources through quality
information and referral services.
211 Canada: The mission of 211 in Canada is to effectively
connect people with the appropriate information and
services, enhance Canada’s social infrastructure and
enable people to fully engage in their communities.
AIRS: To provide leadership and support to its members
and Affiliates to advance the capacity of a Standardsdriven Information and Referral industry that brings
people and services together."
Examples of Values
Leadership — The art of motivating a group of people to act
towards achieving a common goal
Service to Others — Meets the expectations and
requirements of internal and external customers
Respect — Due regard for the feelings or rights of others
Diversity — Widely varied people, clients, abilities, skills,
ethnicities, socio-economic situations and perspectives
Accountability — Being required or expected to justify
actions or decisions
Integrity — The quality of being honest and morally upright.
Video: Give’em The Pickle
The video addresses four key principles of client service:
• Service — Make serving others your #1 priority
• Attitude — How you think about your clients is how you
will treat them
• Consistency — Set high standards and stick to them
• Teamwork — Look for other ways to make each other
look good (T.E.A.M. = Together Everyone Achieves
More)
I&R and Service Delivery Effectiveness
One of the many responsibilities of the I&R management
team will be to evaluate service delivery effectiveness
and its impact on client service and satisfaction.
It will be important to identify the key drivers of client
satisfaction for the I&R service and potential areas for
improvement.
Can you identify the five drivers of satisfaction?
Five Drivers of Satisfaction
The five “drivers of satisfaction” are the elements that
most strongly influence citizens’ perceptions of
service quality across the many services provided by
government and non-profit organizations.
1)
2)
3)
4)
5)
Timeliness
Knowledge/Competence
Courtesy/Comfort
Fairness
Outcome
What would be some other drivers and considerations?
What Clients Value
Whether clients are shopping in a retail store or
accessing an I&R service, there are three key
areas that concern them:
Product
Did I get what I needed?
Is it a quality product?
Process
Was it easy to get what I needed?
Did I get it when I needed it?
People
Were the people responsive, efficient, friendly?
Client-Centered Service Standards & Satisfaction Targets
It is vital for I&R managers to set standards and targets
by which you intend to judge performance. Staff
need to know what the performance expectations
are, both individually and collectively.
Standards can also serve as reference points that
define expected practices within the I&R service and
can be used to measure the extent to which your
service is in compliance with those requirements.
Standards
• Commitment to service provision 24 hours per day, 7 days
per week.
• Automatic call distribution (ACD) capability with means of
tracking, at minimum, the call volume, number of
abandoned calls, average speed of answering and
average call length.
• Uses automated call tracking system to generate reports
on nature of calls and their disposition
• Multilingual access
• Comprehensive, current and accurate computerized
database of human services with a standard service
classification system.
Elements of I&R Service Standards
• Description of the service provided and benefits clients
are entitled to receive from the I&R service
• Service quality pledges or principles that describe the
quality of service delivery clients can expect to receive
from the I&R service
• Delivery targets for key service aspects, such as
timeliness, access and accuracy
• Cost of delivering the service
• Clear complaint and redress mechanisms for clients
when they feel standards have not been met
Information and Referral Bill of Rights
The I&R Service:
• maintains accurate, comprehensive, unbiased
information about the health and human services
available in their community.
• service provides confidential and/or anonymous access
to information.
• provides assessment and assistance based on the
inquirer’s need(s).
• provides barrier-free access to information
Information and Referral Bill of Rights
The I&R Service:
• recognizes the inquirer’s right to self-determination.
• provides an appropriate level of support in obtaining
services.
• assures that inquirers are empowered to the extent
possible.
 A complaints procedure if the client feels that they have
been mistreated by the I&R service
Service Standard Principles
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•
•
•
•
•
•
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Owned by both managers, CIRS’s and CRS’s.
Widespread and equitable
Meaningful to individuals
Based on consultation
Attainable yet challenging
Published
Performance measured and reported
Revised and updated
Metrics and Key Performance Indicators
Key Performance Indicators (KPI’s)
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•
•
•
•
•
•
service level
total calls answered
average speed of answer
abandonment rate
occupancy rates
schedule adherence
average call handling time
Quality Assurance: More than just Metrics
The nice thing about metrics is that they are simply a
programmable feature of your ACD system that will
allow you to generate reports regarding calls answered,
average speed of answer, abandonment rates and talk
time per agent.
What your ACD system and metrics won’t tell you is how
well calls are being handled. You know that a CIRS has
answered 75 calls in a day, but how well have they
answered them?
The Problem with Metrics
•
We can measure therefore we do.
•
Inherently quantitative, not necessarily qualitative.
Many metrics are only marginally meaningful. Here are 5
that really matter:
1)
2)
3)
4)
5)
Cost per Call
Customer Satisfaction
First Call Resolution
I & R Specialist Utilization
Aggregate Performance
Other Ways of Measuring Quality and Customer Service
• Call Recording and Monitoring
• Case Examples
• Quality Assurance Call Backs (SQM Results)
Service Quality Measurement (SQM) Group Inc. is a
consulting company that assists call centers in their service
quality measurement and improvement efforts by providing
the following products and services...
 Call Center Benchmarking
 Call Center Tracking
 Call Monitoring Impact
 Call Escalation
 Customer Quality Assurance
 Training & Consulting
 Publications & Presentations
 Certification & Awards
Sample Size: n=465
211 Ontario
Average
Government
Average
Call
Center
Best
Call
Center
World
Class
Quartile
Ranking
First Call Resolution
90%
62%
69%
93%
80%
1st
Calls Resolved
98%
81%
87%
99%
95%
1st
Avg. # Calls to Resolve
1.14
1.59
1.50
1.06
1.15
1st
Overall Csat
91%
64%
68%
94%
80%
1st
CSR Csat
92%
n/a
76%
93%
85%
1st
World Class Calls
86%
n/a
62%
86%
70%
1st
Action Alert Calls
0%
9%
6%
0%
1%
1st
Measure
First Call Resolution (FCR): % of customers whose call was resolved in 1 call
Calls Resolved: % of customers whose call was resolved
Average Calls to Resolve (ACR): The average # of calls needed to resolve inquiry is based on total calls made
Overall Csat: % of customers who are overall very satisfied (top box response) with their call center experience
CSR Csat: % of customers who are overall very satisfied (top box response) with the CSR who handled their call
World Class Calls (WCC): % of customers who are overall very satisfied (top box response) with their call center experience, are very satisfied with
the CSR who handled their call and their call was resolved
Action Alert Calls: % of customers who are overall somewhat dissatisfied or very dissatisfied with their call center experience and their call was
unresolved
Tips for Building a Customer Service Culture in an I&R
1) Commit to Customer Service Excellence
2) Come up with Committable Core Values
3) Hire the Right Information and Referral Specialists
and Resource Specialists
4) Train, Train and Continue to Train
5) Empower your I&R Specialists to Serve
10 Tips
6) Set Customer Service Standards and Goals
7) Make Service Personal (Radar On – Antenna Up)
8) Ask Clients what they think of your service.
9) Make Customer Service part of the Performance
Review
10) Celebrate successes – Rewards and Recognition
Thank you for attending this session!
Faed Hendry
Manager – Training and Outreach
Findhelp Information Services
543 Richmond Street West Ste 125
Toronto, Ontario M5V 1Y6
416-392-4544
[email protected]
Everybody, Somebody, Anybody, and Nobody.
This is a story about four people: There was an important job
to be done and Everybody was asked to do it. Everybody
was sure Somebody would do it. Anybody could have
done it, but Nobody did it. Somebody got angry about that
because it was Everybody's job.
Everybody thought Anybody could do it, but Nobody
realized that Everybody wouldn't do it. It ended up that
Everybody blamed Somebody when actually Nobody
asked Anybody.
Don’t let this happen here because we expect everyone
to help.