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Situation
A recently formed Central Government department had a number of concerns about the quality of service being delivered across its various call centres and helplines. There was a large variation in services being provided ranging from a 200 seat call centre operation to a single person helpline. Overall there was a lack of strategic direction and planning with a total lack of consistency and overall awareness of services provided. There was a further driver of attempting to become more accessible to customers.
Action
- Project managed a review of existing call centres and helplines focusing upon core areas of Operational Standards, Quality, Technology, CRM, Reporting and Traffic Forecasting.
- Visited all operations and monitored calls in addition to reviewing performance reporting and MI.
- Conducted interviews with all key stakeholders at al levels across the organization.
- Facilitated Options workshops with key stakeholders to determine the most appropriate way forward.
- Produced recommendations together with ROI statements and benefits to customers.
Result
- A consolidated structure with single reporting for all customer facing telephone based services.
- Increased awareness of the services provided by the department.
- Consolidation of services reducing cost and enabling consistency.
- Recommendations for process development and the introduction of new technology and operational management to increase efficiency.
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