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Delivery of Quality Customer Service An Approach by Cork County Council

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. Multiple Means of Delivery. Mail Counter Services

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Delivery of Quality Customer Service An Approach by Cork County Council

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  1. Delivery of Quality Customer ServiceAn Approach by Cork County Council William Fay Senior Consultant Norcontel

  2. A Common Problem Multiple Services • Rates • Refuse • Motor Tax Charges • Higher Education Grants • etc Multiple Means of Delivery • Mail • Counter Services • ’Billpay’ • Telephone • etc

  3. 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

  4. Challenges to Change • Culture of the Organisation • Robust Timescale • Legacy Infrastructure • Distrust of Some Technologies • Negative View of Contact Centres • ’But We’re a Specialised ’Group

  5. Knowledge is Power • 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

  6. Technical Requirements • Scalable and Integrated Solution • Contact Centre with ACD • CRM with CTI • IPT Throughout • Integration Platform for Applications

  7. Internal Partnership ICT Norcontel Corporate Affairs Finance

  8. The Road Taken • 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 : • Contact Centre • Migration to VoIP/IPT county-wide • LAN at all Council Offices

  9. 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 BT Contact Central Middleware Integration – BT Web Services BPR and Call Centre Consultancy - ABTRAN IP Telephony The BT Solution

  10. Timeframe • 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

  11. Contact Centre PCs Methods of Access to Contact Centre Speech Rec IVR CCC Systems HUB Voice Pay By Weight Text Chat & Collaboration Email INTEGRATION IP ACD, IVR, Call Recording, Voicemail, Workforce Management & MIS. Motor Tax Web Callback Fax Second Phase CRM Database SMS BT Contact Central Agent Desktops CCC LAN Remote Offices

  12. 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

  13. Contact Centre - Additional Items • Staff also deal with • e-mail queries for PBW and Motor Tax • Credit Card Payments for PBW • Mail for PBW and Motor Tax • Performance framed by SLA in PBW and Motor Tax Business Units

  14. Contact Centre Traffic Load - Day 1

  15. Contact Centre Traffic Load - Today

  16. Description Waste Management Motor Taxation First Call Resolution 79% 89% Description Waste Management Motor Taxation Service Requests Sent to Back Office 1,875 2,332 Service Requests as % of All Contacts 21% 11% Contact Centre - First Call Resolution 2005

  17. Contact Centre - Total Activity to Date We never could measure this before !

  18. IP Telephony • 2,700 Employees • 91 Sites spread throughout the County • Servicing 350,000 citizens (customers) • Two Primary Sites (Cisco Call Managers) • Resilient Wide-Area network

  19. IP Telephony - So Far • 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

  20. Description Waste Management Motor Taxation Total Operating Hours 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 Average Call Wait Time 7 seconds 8 seconds Overall Service Level 94% 94% Yearly: Waste Management/Service Charges = 53,000 calls Motor Taxation/Driver Licencing = 126,000 calls County Hall Incoming calls = 600,000 calls Analysis to Date

  21. Overall Experience to Date • Positive and Successful • On Time • On Budget • 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

  22. Next Steps • Continue LAN, WAN, and IPT Roll-Out • Migrate Additional Services to Contact Centre : • Higher Education Grants • Non-Domestic Water Metering : • Billing • Receipting • Call Answering

  23. Thank You William Fay Senior Consultant Norcontel (Ireland) Limited 4 Westland Square Pearse Street Dublin 2 Ireland Tel : +353 1 670 8888 Email : wfay@norcontel.ie Web : www.norcontel.ie

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