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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 - PowerPoint PPT Presentation
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Delivery of Quality Customer Service
An Approach by Cork County Council
William FaySenior Consultant
Norcontel
Multiple Services• Rates• Refuse• Motor Tax Charges• Higher Education Grants• etc
Multiple Means of Delivery
• Mail• Counter Services• ’Billpay’• Telephone• etc
A Common Problem
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
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
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
Technical Requirements
• Scalable and Integrated Solution• Contact Centre with ACD• CRM with CTI• IPT Throughout• Integration Platform for Applications
Internal Partnership
Finance CorporateAffairs
NorcontelICT
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
:
ü Contact Centreü Migration to VoIP/IPT county-wideü LAN at all Council Offices
• 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
ü BT Contact Centralü Middleware Integration – BT Web Servicesü BPR and Call Centre Consultancy - ABTRANü IP Telephony
The BT Solution
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
Methods of Access to Contact Centre
Text Chat & Collaboration
Web Callback
Fax
Voice
SMS
Pay By Weight
Motor Tax
Second Phase
INTEG
RA
TIO
N
CCC Systems
BT Contact Central
IP A
CD
, IV
R, C
all
Reco
rdin
g, V
oic
em
ail,
W
ork
forc
e M
an
ag
em
en
t &
MIS
.
Agent
Desktops CCC LAN
HUB
Remote OfficesContact Centre PCs
CRM Database
Speech Rec
IVR
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
Contact Centre - Additional Items
• Staff also deal with
ü e-mail queries for PBW and Motor Taxü Credit Card Payments for PBWü Mail for PBW and Motor Tax
• Performance framed by SLA in PBW and Motor Tax Business Units
Contact Centre Traffic Load - Day 116
9
164
143
134
101
151
118
131
107
82
108
97 97
107
106
158
135
111 12
0
98
86
99
124
114
117
101
74
124
99 102
78
67
81
94
77
93 94
131
120
80
92
80
66
82
45
50
26
33
27 27
19
29 29
15
27
3
20
14 12
27
15
31 28
18 20 17
0 0 2 2 0 0 3 2 2 4 3 4 2 1 2 0 3 1 2 5
0
1
0
20
40
60
80
100
120
140
160
180
200
12
/09
/05
13
/09
/05
14
/09
/05
15
/09
/05
16
/09
/05
19
/09
/05
20
/09
/05
21
/09
/05
22
/09
/05
23
/09
/05
26
/09
/05
27
/09
/05
28
/09
/05
29
/09
/05
30
/09
/05
03
/10
/05
04
/10
/05
05
/10
/05
06
/10
/05
07
/10
/05
10
/10
/05
11
/10
/05
0
20
40
60
80
100
120
140
160
180
200
Total Calls Answered Resolved in Contact Centre Referred to Back Office Calls Not Answered
Contact Centre Traffic Load - Today
Week's Interval Summary
0
50
100
150
200
250
pre 8
am
08:3
0 - 0
9:00
09:3
0 - 1
0:00
10:3
0 -1
1
11:3
0 - 1
2.00
12:3
0 - 1
3.00
13:3
0 - 1
4.00
14:3
0 -1
5.00
15:3
0 - 1
6.00
16:3
0 - 1
7.00
17:3
0 - 1
8:00
18:3
0 - 1
9:00
19:3
0 - 2
0:00
Waste Management
Motor Tax
Contact Centre - First Call Resolution 2005
89%79%First Call Resolution
Motor TaxationWaste ManagementDescription
2,3321,875Service Requests Sent to Back Office
11%21%Service Requests as % of All Contacts
Motor TaxationWaste ManagementDescription
We never could measure this before !
Contact Centre - Total Activity to Date
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
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
8 seconds7 secondsAverage Call Wait Time
94%94%Overall Service Level
481193Calls Abandoned 09:00 – 17:00 *
457227Out of Hours Calls Abandoned
2.193.37Average Call Handling Time
432 hrs592 hrsTotal Operating Hours
21,8989,274Total Calls Offered *
20,9608,854Total Answered Calls*
Motor TaxationWaste ManagementDescription
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
Overall Experience to Date
• Positive and Successfulü On Timeü On Budgetü 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
Next Steps
• Continue LAN, WAN, and IPT Roll-Out• Migrate Additional Services to Contact Centre :• Higher Education Grants• Non-Domestic Water Metering :
ü Billingü Receiptingü Call Answering
Thank YouWilliam Fay
Senior Consultant
Norcontel (Ireland) Limited
4 Westland Square
Pearse Street
Dublin 2
Ireland
Tel : +353 1 670 8888
Email : [email protected]
Web : www.norcontel.ie
