Student Facing Customer Contact Service. Sam Stokell and Lisa Strathie Customer Services March 2016

Transcription

1 Student Facing Customer Contact Service Sam Stokell and Lisa Strathie Customer Services March 2016

2 Customer Services Overview of Customer Services across SLC Call Volumes Who we help Quality and Knowledge Management Investing in our People The Year Ahead

3 Call Statistics Call Stats

4 Our Service Levels and Assumptions Target of 90% calls answered (PCA) Forecasting assumptions based on : Propensity to Call Call Handling times Occupancy levels 30 Minute interval staffing Investment time Quality and First Contact Resolution Required to operate efficiently across all queues and skills

5 Outsource Arrangements During 15/16, SLC has worked with 3 partners HGS, Teleperformance and Kura across sites in Glasgow, Erskine, Bangor, Gateshead, Selkirk and Preston Minimum staffing 2015/2016 is 170 FTE rising to around 870 FTE in September (this equates to over 1000 advisors) Contractual KPI s are built to deliver minimum quality standards with a service credit framework for non delivery Over 65% of total calls are taken by outsourcers and during peak this rises to well over 80% They are covered by same arrangements for quality monitoring, coaching and feedback as SLC

6 Call Volumes 15/16 Calls Offered (YTD): 4,053,841 Calls Answered (YTD): 3,886,003 Calls Abandoned (YTD): 167,838 SLA (YTD): 67.5%

7 Complexity of the Role EU Eligibility Bursary Residency Migrant worker TIER LOANS Residency Eligibility Learning providers Funding available Qualifications Access courses SFW COMPLAINTS SFNI PRACTITIONERS SKILL SETS New complaint Update previous complaint Attempt at resolve MP SAAS SFE Full time Part time Eligibility Residency Migrant workers GFDs Childcare Independent Payments Sponsors Still to apply Applied Online errors ICR Repayment Interest rates Direct debits Payment plans Overseas students DSA Full Time Part time Study needs assessment Medical evidence Invoices Specialised equipment Claims Allowances Travel

8 Quality & Knowledge Management Quality Overview The SLC QA Team Site Comparison Right First Time Knowledgebase Knowledge Accuracy Knowledgebase Visits Internal & External

9 The SLC QA and KB Team The SLC Quality and Knowledge Management Team is made up of Quality and Knowledge Advisor s across our sites in Darlington, Glasgow and Wales. The team are responsible for ensuring that QA is carried out on all Contact advisor s, and that our Knowledge Management system Knowledge Base is updated to reflect the changes and needs of our business. The QA Team spend every Monday taking calls. This is to ensure that their knowledge and expertise is kept up to date The team are also responsible for ensuring that the contractual call sample is carried out on advisor s at our Outsource Partners, HGS and Teleperformance.

10 Quality: Overview Consistent Excellent Customer Service Support & Monitor Knowledge Accuracy Develop & Maintain our Knowledgebase Analysis of Trends Manage our Right First Time feedback

11 100 Site Comparison Glasgow Darlington Wales Kura T/P Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan 14/15 AVG 15/16 AVG Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan 14/15 AVG 15/16 AVG Glasgow Darlington Wales Kura T/P

12 Knowledgebase & Right First Time Knowledgebase Ensuring advisors have access to accurate and up-to-date information/processes Structured as a response to customer query Infrequently asked questions Right First Time Feedback where improvements required Trends Analysed Coaching Support Arranged

13 Percentage Knowledge Inhouse Knowledge Accuracy - Past 12 months Overall Glasgow Darlington Wales No. Knowledge Feedbacks per site Wales, 18 Darlington, 89 Glasgow, Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Overall knowledge accuracy has increased by 0.59% to 87.72%. No Account Access doubles again to 1.5% and accounted for 12.2% of knowledge feedbacks. There were 95 (55.2%) knowledge feedbacks where there was an appropriate article on knowledgebase that could have provided the customer with the correct advice but knowledgebase wasn t accessed.

14 Investing In Our People How we support our advisors What tools we use to drive our customer satisfaction What actions we put in place to develop the skills of our staff

15 Investing in our People 121 s and coaching sessions Calibrations Comms sessions Buzz sessions

16 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Customer Insight Call experience in line with expectations? Advisor overall rating 4.8% 3.2% 1.8% 4.8% 6.3% 5.5% % % 76.9% 71.7% 76.7% 67.8% 18.6% 13.9% Jan 2015 (b=456) Dec 2015 (b=570) 24.8% Jan 2016 (b=451) Jan 2015 (b=456) 1.3% 1.9% 2.0% Dec 2015 (b=570) Jan 2016 (b=451) Better In line Worse Don't know Top Box Bottom Box Mean score

17 Responding to Feedback Focussed Workshops e.g. Knowledge Gaps, Customer Journey, Manner and Tone etc Linked this into our Quality model of R3, specifically focussing on approach People vs Process

18 The Year Ahead QA Review Frequent caller IVR Additional Products Induction Training Recruitment

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20 Lisa Strathie/Sam Stokell Customer Services