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KnowAll Enquire: virtual enquiry tracking

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

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KnowAll Enquire: virtual enquiry tracking

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  1. KnowAll Enquire: virtual enquiry tracking By Penny Bailey BA, Dip Lib, MCILIP, MIoD, FRSA Managing Director of Bailey Solutions Ltd

  2. 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)

  3. 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

  4. 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?

  5. 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!

  6. How? • Integrated tracking and reporting on enquiries received by every communication method: • Walk-ups • Phone calls • Web forms • Email • Text • Chat

  7. How? • Tracking enquiries at 3 levels: • Quick counter replaces 5 bar gate system • Simple enquiries are answered with one simple form with pre-populated fields • Complex enquiries are managed and use of resources is accurately recorded

  8. 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

  9. Benefits: share and re-utilise enquiry answers by a searching knowledge base

  10. Benefits: accurate time recording Timer that can be • started • paused • restarted • stopped • assigned

  11. 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

  12. Benefits: publish FAQs • Users can help themselves and staff can concentrate on in-depth, difficult or one-off questions

  13. Statistical outcomes: when do they use the service? Informs opening hours and staff availability

  14. Statistical outcomes: how do they use the service? Informs how the service should be offered

  15. 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?

  16. 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

  17. Statistical outcomes: aggregated costs • Aggregated data transfer to finance department is accurate and time saving

  18. Statistical outcomes: evidence based management of resources • Reports on ratings of resources

  19. Evidence based management of resources • Reports on resource usage used to justify continued subscription or cancellation

  20. 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

  21. 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

  22. Statistical outcomes: types of enquiries Reports on the types of enquiries the service handles to inform • Knowledge gaps • Need for specialists • Resources requirements

  23. 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

  24. 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

  25. Find out more about KnowAll Enquire: enquiry tracking software from Bailey Solutions penny@baileysolutions.co.uk Tel: +44 (0)1273 773788 www.knowallenquire.com @baileyenquire

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