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Presentation on the MED Contact Centre
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MED Business Service Centre
• New Zealand Companies Office• Insolvency and Trustee Service• Intellectual Property Office• PPSR•…..
MED Contact Centre : More than you’d expect
• Diversity• Structure & systems• Continuous improvement• What kiwis want• How we make a difference• Our brand(s)• The results
MED Contact Centre
• Business Hub• 20 Business units• 330,000 contacts per year• Phone, skype, self service, email, social media• 34 FTE staff• Centre(s) of excellence• A complex environment
• Companies Office• Incorporated Societies• Consumer Affairs• Personal Property Securities Register• Motor Vehicle Traders Register• Insolvency and Trustee Service• Intellectual Property Office• Radio Spectrum Management• Energy Safety• Crown Minerals• Charities Commission• Measurement and Product Safety Service• Electrical Workers Register• NZ Emissions Unit Register & Emissions Trading Scheme
MED Contact CentreBureau and Centre of Excellence:
SpecialistCompanies
SpecialistIPONZ
SpecialistOnline
Other New and
ExperiencedCentreStaff
SpecialistInsolvency
SpecialistConsumer
SpecialistRSM
SpecialistEWLG
SpecialistCrown Minerals
Lead Advisors
DevelopmentOfficer
Team LeaderResources
Team LeaderConsumer
Team LeaderCorporate
Manager
Management Team
MED Contact Centre Organisation Chart
10 FTE’sBand D
19 FTE’sBand C
4 FTE’sBand F
Lead Advisor Systems
Advisors
1 FTE’sBand I
SpecialistVoluntary Sector
Systems
Screen shots
ISO quality system is our foundationAdding value to Clients, Stakeholders, Centre and Staff
Our Quality Culture
Every interaction is an opportunity to help someone and to improve the system.
Calls Answered against Phone Lines2000 - 2009
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000N
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0
5
10
15
20
25
30
35
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Inbound Calls Answered 186,033 235,146 308,295 323,401 310,150 300,967 291,228 285,430 285,871
Number of Phone Lines 4 5 8 18 21 21 21 25 30
2000-2001 2001-2002 2002-2003 2003-2004 2004-2005 2005-2006 2006-2007 2007-2008 2008-2009
Some Numbers
Companies & PPSR Insolvency All Business
2007/08 2008/09 2007/08 2008/09 2007/08 2008/09
Calls 142,475 135,784 49,168 61,974 285,430 285,901
Emails & SS 20,971 16,935 1,049 1,308 39,964 37,458
Social Media 0 66 0 0 0 66
Total 163,446 152,785 50,217 63,282 325,394 323,425
Quality 98.60% 99.30%
ASA 15 seconds 15 seconds
Abandoned 1.60% 1.50%
What Kiwis Want : SSC Drivers of Satisfaction
The Client Experience(What we deliver to Kiwis)1. A person answers the phone at MED: Average speed to answer Channel Management Self Service, view online requests
2. No One waits more than 2 minutes to talk to MED: Longest wait Skills based routing (telephony and email)
3. No one has to phone MED twice to have a problem resolved: First call resolution Computer Telephony Integration
4. People get more than they expect when they phone MED: Call Quality, ISO framework Client feedback and satisfaction with service delivery survey (SSC drivers) GoToMeeting
MED Contact Centre a Business Hub
Interaction with us; Anyone, Anytime,
Anywhere, Anyhow
Service Delivery via the Gov 2.0 model
New Zealand’s best client experience every time
Objectives
Integration with Business Units - client touches MED
once for any transaction
Hour of dayGeographic location
Contact channels
TransparencyEngagementPartnerships
SSC Drivers of satisfaction with service delivery
The right answer first timeReliable source of
business knowledge
Assistance when, where and how they choose to
contact us
First contact resolution Computer Telephony
Integration
Transparent, open service delivery
A voice in the delivery of service
Expectations metCompetent staffFollow through
Treated as an individualFairness
Value for money
Review hours New channels – chat,
social media, Skype SOURCE (new
knowledge store)
Ability to request recorded calls
Feedback published Symposium Business
Reporting Schedule a call
MED Satisfaction with Service Delivery Survey
Giving clients more than they expect
Getsatisfaction.com
Service Framework
Systems
People
Client Experience
Work Force Management
9.5 day working fortnight
A person answers the phone
Online MPD Contact Centre
Recognition / Awards
Connecting callers with the last advisor they spoke to
TUANZ awards Companies Blog
Industry Training National Certificate in
Centre Services Annual service values
refresher Review roles
Techology
Citrix – work from home Voice over internet Intelligent Chat Intelligent Self service
Linking CRM data & recorded calls to registries
Business.govt.nz Presence information
View process of online service requests
Multiple feedback channels
Unified Comunications
GoTo meeting assist / web follow-along
CRM refresh No one waits longer
than 2 minutes
MED Contact Centre 2009/10 Strategic Plan
What we Do and Will deliver to Kiwis
Client Focused Innovation = Brand
• Skype• Social Media – Twitter, Facebook, Blog• SMS• GoToMeeting• View progress of service request• Schedule a call• Computer Telephony Integration
Excellence in Service Delivery = Brand
Feedback
Social Media•Hypnoticpatriot @companiesoffice I think you just made my list of favourite govt organisations..... •Maupuia Phone call from @companiesoffice re forms. Nice touch! •Nzbase Full credit to @CompaniesOffice for speedy responses and passing through information as requested. Brilliant service. •Nikz @CompaniesOffice great to see you listening! •Benkepes just spent an hour at the MED/Companies office - they so totally get this whole government 2.0 thing that I think I want a job there :-)
Skype (Our callers)•10 POINTS PLUS for being the first government department for putting on Skype.• Its great that we have SKYPE. If we have it then the he is going to start using it. Always looks to the companies office for new good ideas. He said that this will save his company money• Skype is great. All governments and organisations should use this. It is brilliant
Excellence in Service Delivery = Brand
FeedbackSatisfaction with Service Delivery Survey (Snapshot of August)• Dealt with … on urgent enquiry. She needed specialist support but took ownership and dealt with my query on an urgent basis. Appreciated that we needed an urgent response to avoid having to file with Court, which would have added greatly to cost to client. Absolutely fantastic service!• My enquiry was an entirely satisfactory experience. It was answered by the person who answered the 'phone, no transferring to Departments and having to hold. Complete satisfaction.• …. was very helpful with our problem, and went out of her way to assist us. She went "the extra mile" and it was very appreciated.• Your service is absolutely excellent Thank you• Out of all the people I have had dealings with over the years …. was the most helpful. I hope this goes on her file. Have a nice day, Regards• I had a simple request for a copy of an invoice; the speed of response and accuracy were brilliant• …. was brilliant. Didn't expect a govt dept to be so quick, friendly and helpful. • They are also very patient if you do not understand them the first time and will try to help you in another way.• very prompt service and a clearly explained answer with a suggestion of what I could do next • I have always been surprised as how friendly and helpful the staff are.• …. assist me and gave me this excellent service I look forward to work with your department in future
Excellence in Service Delivery = Brand
Feedback - Letter to General ManagerDear Robyn
In our first meeting with our Official & Deputy Assignees yesterday, I was compelled to ask who can I write to to compliment you all on the professionalism provided by the Insolvency Service.. and was given your name.
My amazement at the calibre of people you have began with my very first general inquiry to your call centre. After spending a whole day sitting on hold for long periods and talking to less than adequate service providers elsewhere, my last call of the day was to your freephone number, the call was not only answered promptly but also by a "real" person who spoke fluent english and was actually able to provide me with very thorough, intelligent answers to every question I had. I could not believe it.
Every single time I have called your call centre I have received the very same level of service. In fact I mentioned on one call to your call centre operator how grateful I was for the manner and professionalism, which demonstrated a certain level of respect toward me I had not expected when filing a debtors petition for bankruptcy. Our own family members have not hesitated to frown upon us and make sure we feel ashamed for the position we have got ourselves in to... However, your operator told me something like this "people feel uncomfortable enough as it is when going through this process, our job is to make sure you don't feel uncomfortable at all, insolvency does not make you a bad person, you will have had a bad enough time before ever talking to us, now you have the challenge of starting from scratch, you don't need grief from us at this point"..... WOW, I couldn't believe it, and every single one of your people has provided excellent service with the same underlying type attitude. ……I believe you have been a big part in driving this high level of service particularly through the call centre and in fact throughout the business, so thank you Robyn and gosh, well done!
… ….. (Bankrupt)
Results
• Most Helpful Government Department 7 years & counting• Industry reputation• Satisfaction with Service Delivery Survey• Positive Publicity• More publicity • Provider of Choice – Charities, NZ2011, Consumer Hub• 1.5 FTE reduction• 9% budget decrease• Promotions – Team Leaders, Lead Advisors, Registry Policy
What’s on the Horizon?
Technology• Skills based email routing – reduce 3% labour cost reduction• Connecting Callers to the last advisor they spoke to • VOIP callers able to see advisors• Search for answers across CRM, website or knowledgestore
People• 9.5 day working fortnight• National Certificate in Contact Centre Services• Remote workers
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