Transcript Slide 1

Delivery of Quality Customer Service
An Approach by Cork County Council
William Fay
Senior Consultant
Norcontel
A Common Problem
Multiple Services
Rates
Refuse
Motor Tax Charges
Higher Education Grants
etc
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Multiple Means of Delivery
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Mail
Counter Services
’Billpay’
Telephone
etc
Business Drivers
Improve Service to Customer
Schemes to Measure Performance
Savings
Better Use of Back-Office Personnel
Holistic and Consistent View of the
Customer
• Need to replace Legacy Technology
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Challenges to Change
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Culture of the Organisation
Robust Timescale
Legacy Infrastructure
Distrust of Some Technologies
Negative View of Contact Centres
’But We’re a Specialised ’Group
Knowledge is Power
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You Can’t Change What You Can’t Measure
How Many Calls do We Answer
How Many do We NOT Answer
CRM as an Enabler
A Consolidated View of Performance
Technical Requirements
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Scalable and Integrated Solution
Contact Centre with ACD
CRM with CTI
IPT Throughout
Integration Platform for Applications
Internal Partnership
ICT
Finance
Norcontel
Corporate
Affairs
The Road Taken
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Technical Strategy (ICT and Norcontel)
IP Telephony Throughout
All Applications integrated into Single CRM
Tender and Contract Award
Strategic Partner (BT)for Delivery of the Solution, comprising
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ü Contact Centre
ü Migration to VoIP/IPT county-wide
ü LAN at all Council Offices
The BT Solution
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Single integrated solution meeting the Council’s business goals
Best in class technology
Single point of management and ongoing service
Long term trusted partner relationship
Value added services
Flexible and open solution, comprising
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BT Contact Central
Middleware Integration – BT Web Services
BPR and Call Centre Consultancy - ABTRAN
IP Telephony
Timeframe
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Tender
January 2005
Contract June 2005
IPT Live in County Hall mid August 2005
Contact Centre open for Business 12 Sept 2005
’Pay by Weight’ Application 12 Sept 2005
Motor Tax 10 October 2005
Overall Measured Roll-Out
Text Chat &
Collaboration
Email
Web Callback
INTEGRATION
Voice
Fax
SMS
IP ACD, IVR, Call Recording,
Voicemail, Workforce Management &
MIS.
Methods of Access to Contact Centre
Speech
Rec
IVR HUB
CCC Systems
Pay By
Weight
Motor Tax
Second
Phase
CRM
Database
BT Contact Central
Agent
CCC LAN
Desktops
Contact Centre PCs
Remote Offices
Contact Centre Staffing & Buy-In
• 8 Customer Advisors recruited
internally for customer service focus.
• One Grade 5 Supervisor
• Manager on contract from ABTRAN for
Pilot Period
• Excellent Buy-In by Unions and Staff
Contact Centre - Additional Items
• Staff also deal with
ü e-mail queries for PBW and Motor Tax
ü Credit Card Payments for PBW
ü Mail for PBW and Motor Tax
• Performance framed by SLA in PBW and
Motor Tax Business Units
0
11/10/05
10/10/05
07/10/05
5
2
1
3
0
2
1
17
20
18
15
12
2
28
31
27
66
67
82
80
80
77
81
78
92
94
93
94
86
82
102
99
99
98
120
111
131
106
107
120
97
97
118
108
107
124
101
135
131
134
158
151
Referred to Back Office
06/10/05
05/10/05
04/10/05
03/10/05
30/09/05
14
20
4
3
27
29
29
74
101
Resolved in Contact Centre
29/09/05
28/09/05
3
4
15
19
27
27
80
27/09/05 0
26/09/05
2
2
3
20
23/09/05
22/09/05
21/09/05
0
0
2
33
143
164
169
Total Calls Answered
20/09/05
19/09/05
16/09/05
2
117
140
15/09/05
26
40
0
114
124
160
14/09/05
50
100
0
60
45
120
13/09/05
1
180
12/09/05
Contact Centre Traffic Load - Day 1
Calls Not Answered
200
200
180
160
140
120
100
80
60
40
20
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-1
-0
-1
2.
12
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:3
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-1
3.
13
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:3
0
-1
4.
14
00
:3
0
-1
5.
15
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:3
0
-1
6.
16
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:3
0
-1
7.
17
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:3
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-1
8:
18
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:3
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-1
9:
19
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:3
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-2
0:
00
11
:3
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-1
1
0:
00
9:
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8a
m
10
:3
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09
:3
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08
:3
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pr
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Contact Centre Traffic Load - Today
Week's Interv al Summary
Waste Management
Motor Tax
250
200
150
100
50
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Contact Centre - First Call Resolution 2005
Description
Waste Management
Motor Taxation
79%
89%
Waste Management
Motor Taxation
Service Requests Sent to Back Office
1,875
2,332
Service Requests as % of All Contacts
21%
11%
First Call Resolution
Description
Contact Centre - Total Activity to Date
We never could measure this before !
IP Telephony
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2,700 Employees
91 Sites spread throughout the County
Servicing 350,000 citizens (customers)
Two Primary Sites (Cisco Call Managers)
Resilient Wide-Area network
IP Telephony - So Far
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County Hall Extension (350 Users) in Service
Ballincollig (Contact Centre)
Phase 2 (North Cork) Commenced
Phase 3 (City, South and West Cork) to follow
Will Follow WAN Upgrade
Analysis to Date
Description
Waste Management
Motor Taxation
592 hrs
432 hrs
Total Calls Offered *
9,274
21,898
Total Answered Calls*
8,854
20,960
Calls Abandoned 09:00 – 17:00 *
193
481
Out of Hours Calls Abandoned
227
457
Average Call Handling Time
3.37
2.19
7 seconds
8 seconds
94%
94%
Total Operating Hours
Average Call Wait Time
Overall Service Level
Yearly:
Waste Management/Service Charges
Motor Taxation/Driver Licencing
County Hall Incoming calls
= 53,000 calls
= 126,000 calls
= 600,000 calls
Overall Experience to Date
• Positive and Successful
ü On Time
ü On Budget
ü No Technical Problems
• Exceptional ‘Buy-In’ by Council and Unions
• Demand by Other Departments for Migration to New
Environment
• Staff can now deal with Service Delivery without fear
of interruption
Next Steps
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Continue LAN, WAN, and IPT Roll-Out
Migrate Additional Services to Contact Centre :
Higher Education Grants
Non-Domestic Water Metering :
ü Billing
ü Receipting
ü Call Answering
Thank You
William Fay
Senior Consultant
Norcontel (Ireland) Limited
4 Westland Square
Pearse Street
Dublin 2
Ireland
Tel :
Email :
Web :
+353 1 670 8888
[email protected]
www.norcontel.ie