Managing a website by Peter Tolland
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The document outlines the customer service strategy for managing a website, focusing on improving service delivery through effective channel management and cost efficiency. It discusses the shift towards digital channels and the potential savings from reducing face-to-face interactions in favor of self-service options. Key objectives include maximizing core contact channels, developing an assessment framework, and enhancing customer insights.
Managing a website by Peter Tolland
- 1. Managing a Website Peter Tolland Customer Services Manager
- 2. Customer Services Goal To deliver excellent services to our customers in a challenging and changing environment. It makes good business sense
- 3. Capabilities of the Web tagging Wikis skype participation not publishing Web Services blogging micro-pages Collective Intelligence del.icio.us folksonomy services not software Maps AJAX RSS Wikipedia emergence BitTorrent mashups the long tail rich user experiences
- 4. Results of that Capability
- 5. Changing Payment Methods Council Tax Payment Methods 4% 17% FSS Offices Post Office/Paypoint 10% Telephone/Internet Direct Debit Other 10% 59%
- 6. Falling Cash Transactions Cash office Transactions 1,150,000 1,100,000 Transactions 1,050,000 1,000,000 950,000 900,000 850,000 2007/08 2008/09 2009/10 Year
- 7. Customer Management Objectives • Maximise core contact channels to free up specialised staff (channel migration) • Develop a single assessment framework • Develop Out of Hours service provision • Shared information across core contact channels and back office systems (customer insight) • Produce a profile of anticipated efficiency saving and a detailed implementation programme.
- 8. Efficiency Savings Channel Resource Effort Base Cost Face to face 40 Units £8.23 Telephone 10 Units £3.21 Self Service 1 Unit £0.39
- 9. Worked example from NLC • Using 2.5 million actual contacts from 09/10 • E- Channel shift of 10% (6% from F2F, 4% from phone) Access Channel Current Costs Potential Costs Usage Usage Face to face £8.23 41% £8,742,490 35% £7,401,938 Telephony £3.21 32% £2,649,598 28% £2,309,620 E-channel £0.39 27% £265,972 37% £370,803 Totals £11,658,060 £10,082,361 Potential Saving £1,575,699
- 10. Managing a Website to Delivery • Optimising existing channels (Web, CCC, FSS) • Consistent view of our customers across all of our contact channels • Use of Customer Insight • Channel Migration • Customer Satisfaction Measurement
- 11. Questions?