IT in Housing workshop

Editor's Notes

• #20: Improving the rate a which customers queries are resolved is critical to business efficiency. Consistently improving results will support overall business unit productivity. For example, a high level of repeat interactions, where customers have to engage more than once about the same query, represents a higher than necessary volume of contacts that require a higher staffing level, which increases operational costs. Solving a customers query on the first contact, makes it easy to for them to achieve their goals, reducing customer effort. Tracking, continually monitoring and analysing the reasons contacts fail and then implementing measures of continual improvement are essential to making it easy for your customers, increasing customer satisfaction while increasing productivity and business performance.
• #21: A review of the past 7 years of industry best practice, show that two main drivers can work together to impact or support FCR these are Technology and Agent empowerment The journey to consistently improving FCR needs to harness technology to join-up systems and interdepartmental processes as well as empowering agents to more quickly and effectively answer and resolve any customer's query Agent empowerment - this includes removing conflicting targets, skills training together with providing appropriate levels of discretion. Setting targets that work together needs careful attention, when for example agents are asked to deliver shorter handling times, this will make it harder for agents to focus on understanding the real reason for the contact (sometimes called the root cause). The agent’s focus is then to answer and complete quickly, usually answering only the explicit requirement, leaving the customer to reconnect to seek further answers. Technology – this includes the time to gather information from other departments or internal systems and the time to process data within multiple applications used within the contact centre Progressive contact centre managers will work to continuously improve on both axes moving step by step connecting systems and empowering agents We offer four steps to assist this journey: Call avoidance Identifying reasons for repeat calls in order to reduce repeat contacts Integrate key systems Agent empowerment
• #22: Sustainable continual improvement is only possible when the contact centre manager has a thorough understanding of the reasons why customer contact the organisation. Analysis should define the types and volumes of contacts made, with their level of complexity. Any high volume routine contacts should be immediately be considered for automation. Complex contacts need personalised attention. Research2 reveals customers are willing to utilise self-service options, in that 57% of calls to contact centres were from people who had already tried the organisation’s website before making the call. Using proactive automated outbound notifications to update customers on progress, or warn of any concerns, prevents unnecessary inbound contact. FCR is about repeat contact - and needs to understand the customer view. We would encourage the use of post interaction surveys, to capture customer feedback about how their enquiry was resolved. The survey results will provide areas for further improvement for agent empowerment or system integration … transition to next slide
• #23: Armed with this knowledge the contact centre manager can deploy step-by-step improvements For example, using skills based routing customers contacts can be directed to the most appropriately skilled agent Analysing peak and average demand FCR will provide perspective on right agent, right place, right time. Using Workforce Management tools will schedule enable you to have a sufficient number of suitably trained agents to meet expected demand. Test the experience, and then tune the IVR or speech recognition menus and queue structures. This can play a big role in successfully steering customers towards the information they need. Most agents will try hard to do their best, assisting them to reflect on where they can make small improvements for optimal gain, is useful and motivational. All these cost effective options can be implemented quickly and will help to improve First Contact Resolution.
• #24: Solving the need to enter data into multiple systems, or resolving the delays agents experience when they need information from external applications, is often more complex to solve as it is likely to require interdepartmental working. Auditing the data and processes required between the contact centre and other departments to resolve any customer query, provides a map of required elements. Quick wins may be realised from: Critically examining and then updating processes by removing any historic barriers or unnecessary steps Improving communication between agents and technical experts or field staff to provide quicker answers True benefits will however only be achieved when systems are integrated and the agent can act from a unified solution screen Many colleagues, in other departments, are unaware of the impact they can have on your productivity. Running internal awareness programmes and supportive metrics often delivers more than expected customer service improvements.
• #25: The agent and the customer experience. Empowered agents resolve more contacts, improving customer satisfaction. After agents are on-boarded it is essential to continue updating their skills with appropriate training, so they are able to proactively engage and answer ‘the next question’. Use the data from your analysis in step two, highlight any particular areas or urgency in the training program. Critically consider where providing appropriate discretionary boundaries, such as the ability to waive a cancellation or contract fee, will support agents to retain and delight customers. Organisations that provide a searchable knowledge base of frequently asked questions report improved handling times and resolution results.