PUTTING THE CUSTOMER FIRST. THE OSS STORY CONTINUES JUNE 20
WHY ARE WE HERE TODAY? Review our progress / Share our plans & objectives for /08 Re-affirm our commitment to:- Putting The Customer First
THE PLAN FOR / PHASE 1 Establish the OSS Create the OSS Team Procure & configure systems Complete building works & create the OSS office Identify best use of systems PHASE 2 Consolidate and bed in OSS working practices Understand work dynamics Establish a Customer Service Charter Cross train staff Create & use performance measures Measure customer satisfaction PHASE 3 Evolve and grow service delivery through the OSS Deliver the Customer Charter Exploit systems Generate efficiencies Build back desk relationships Commence Institute of Customer Service training
OUR KEY SUCCESSES FROM / CUSTOMERS PEOPLE SYSTEMS High customer satisfaction Improved phone service switchboard & repairs Improvements to post handling Creation of OSS Team Induction of new staff into the OSS Cross skilling of OSS staff CRM System (Frontline) configuration Customer Queuing System (QMATIC) integration CBC TEAM OF THE YEAR
WHAT WE PLAN TO DO NEXT / 08 KEY TARGET Improve the customer experience at the OSS by:- continuing the Go for Green staff training programme embedding improvements to complaints handling developing staff capacity via the Institute of Customer Services advancing and exploiting our technology
WHAT / 08 WILL MEAN FOR US More effective customer focus from all staff Customer Service Charter to be practised by all More effective Performance Management Training to be more organised and relevant CRM system to be exploited through scripting Efficiencies in service delivery to be delivered
OSS PERFORMANCE CUSTOMER SERVICE COUNTER TOTAL INTERACTIONS (exclude cashiers) 28 3,365 3951 34143326 2930 3411 3446 2898 2822 1863 % CUSTOMERS SEEN WITHIN TARGET WAITING TIME 82 86 73 74 74 92 76 72 68 68 85 De c- Interactions Dec- % Customers Seen Within 15 mins % INTERACTIONS RESOLVED BY OSS AVERAGE CUSTOMER WAITING TIME - MINS/SEC 96 99 99 95 98 100 99 10:4110:2010:16 08:50 :5005:34 11:2211:4311:4212:01:42 Dec- Dec- % Interactions resolved First Contact Average Customer Wait To Be Seen
OSS PERFORMANCE CUSTOMER SATISFACTION 100 100 % CUSTOMERS SATISFIED WITH OVERALL SERVICE 93 95 96 99 99 100 100 98 99 % CUSTOMERS RECEIVED HELPFUL ADVICE FROM CSA 100 100 95 99 100 100 100 100 99 99 Dec- De c- % Satisfied Customers % Satisfied Customers % CUSTOMER ENQUIRIES RESOLVED BY OSS FIRST VISIT CUSTOMER SATISFACTION INDEX 98 93 99 99 99 96 99 98 114 118 103 90 90 100 115 De c- Dec- % Enquiries Resolved First Visit Customer Satisfaction Index
MEASURING CUSTOMER SATISFACTION Customer satisfaction is measured through internal exit surveys and is reported daily by the OSS Management Team Internal OSS measures show continual high levels of customer satisfaction External validation of customer satisfaction was commissioned by the OSS Management Team March C&R Associates were engaged to conduct (1) customer exit surveys in the OSS and (2) to undertake mystery shop phone calls to the OSS telephone team. This work was undertaken in accordance with the Market Research Society Code and Guidelines Our customer satisfaction measurement process is seen to be leading edge by a number of mature Local Authority One Stop Shops
WHAT OUR CUSTOMERS THINK Key findings from the C&R customer satisfaction survey report % YES % NO % NO OPINION Were you satisfied with t he overall service? 96 4 Was your enquiry fully resolved by the OSS staff? 90 10 Were you seen by a CSA within 15 minutes or less? 76 24 Was the OSS Advisor polite? 99 1 Was the OSS Advisor helpful? 3 Did the OSS Advisor understand your enquiry? 98 2 Did you find the OSS comfortable? 91 3 6 Did you find the ticket system worked well? 78 10 12 Did you find the plasma TV displays helpful? 60 12 28 Did you find the OSS signs helpful? 71 7 22 Would you find self service kiosks helpful? 33 67