Student Facing Customer Service Contact

Transcription

1 Student Loans Company Student Facing Customer Service Contact Presenter: Rebecca Dowding, Jamie Law & Sharon Parkin Department: Customer Services Date: March

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 Volumes AHT (Seconds) Call Statistics YTD Call Volumes / Average Handle Time 3,800,000 3,040,000 2,280,000 1,520, , Calls Abandoned Calls Answered (>60 secs) Calls Answered (<60 secs) Av Handle Time 0 FY 2009 / 2010 FY 2010 / 2011 FY 2011 / 2012 FY 2012 / 2013 FY 2013 / FY / Call Volumes - YTD Date FY 2009 / 2010 FY 2010 / 2011 FY 2011 / 2012 FY 2012 / 2013 FY 2013 / FY / 2015 Calls Offered 2,954,485 3,594,856 3,950,466 3,514,100 3,829,948 3,050,262 Calls Answered (<60 secs) 1,665,491 2,221,869 2,077,218 2,190,397 1,697,955 2,199,793 Calls Answered (>60 secs) 791,892 1,133,709 1,555,250 1,150,452 1,848, ,171 Calls Abandoned 497, , , , ,677 62,298 % Answered (<60 secs) 56.4% 61.8% 52.6% 62.3% 44.3% 72.1%

4 Knowledge Our Service Management Levels and Assumptions Target of 90% calls answered (PCA) Floor target of 2 weeks of sub 70% 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 SLC work with 2 partners Teleperformance and Response across sites in Glasgow, Erskine, Bangor, and Gateshead Minimum staffing /2015 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 Call Volumes 14/15 Calls Offered (YTD): 3,428,295 Calls Answered (YTD): 3,360,524 Calls Abandoned (YTD): 67,771 SLA (YTD): 72.9%

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 - Site Comparison Right First Time Knowledgebase - Knowledge Accuracy - Knowlegdebase Visits Internal & External

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

10 Quality: Site Comparison Glasgow Darlington Wales Response T/P Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan 13/14 AVG 14/15 AVG

11 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

12 Percentage Knowledge Accuracy Overall Glasgow Darlington Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Knowledge accuracy has increased to 94.44% - highest it s ever been!

13 Knowledgebase Visits/Hits Visits (Internal) Article Hits (Internal) Jan, Feb, Mar, Apr, May, Jun, Jul, Aug, Sep, Oct, Nov, Dec, Visits (External) Article Hits (External) Jan, Feb, Mar, Apr, May, Jun, Jul, Aug, Sep, Oct, Nov, Dec,

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 Customer Insight Call experience in line with expectations? Advisor overall rating

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 Knowledgebase Articles Frequent caller Skillset /IVR HEP Relationship Managers Induction Training Recruitment

19 Questions?

20 Rebecca Dowding, Jamie Law & Sharon Parkin CSC Darlington Student Loans Company