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Customer service transformation. Savings-show-us-the-money. Contact Handling Shared Service In-hours & Out-of-Hours. Mina Mistry Support and Service Development Officer Haringey Council . Michelle Bernard Customer Services Project & Contract Manager Ealing Council. Neil Darroch

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contact handling shared service in hours out of hours

Customer service transformation. Savings-show-us-the-money

Contact Handling Shared ServiceIn-hours & Out-of-Hours

Mina Mistry

Support and Service Development Officer

Haringey Council

Michelle Bernard

Customer Services Project & Contract Manager

Ealing Council

Neil Darroch

Client Director

General Dynamics Information Technology

slide3

What we will cover today?

  • The 2nd Generation of joint Out-of-Hours service
  • Implementation
  • Live operations
  • General Dynamics IT – Behind the scenes
  • How to join?
  • The future
slide4

The Nature of the contract

  • EU compliant 6 year Framework Contract
  • Expires end September 2018 – then retendered
  • Organisations sign detailed Access Agreement
  • Local service requirements are appended
  • Available to members of London Contracts & Supplies Group
  • Housing Associations, ALMO’s, Association of Greater Manchester and Public Sector Bodies in the South-East of England
  • Joining LCSG/AGMA is simple & free for public sector orgs.
  • Each organisation retains its own identity.
  • Robust contract T&Cs
slide5

Service Standards

  • Speed of call answering Gold/Silver options
  • Minimising abandoned calls
  • Speed of passing requests to duty staff/contractors
  • Meeting customer service standards
  • Ensuring full service availability
  • Compliance with escalation procedures
  • Effective contract management
  • Hours of operation to suit
slide6

New Features

  • Gold & Silver service standards
  • Gold – 80% in 20 secs & > 5% abandoned
  • Silver– 80% in 60 secs & >10% abandoned
  • Monthly management fee capped at £1k
  • Optional daytime call handling including
  • Taking payments
  • Direct use of back office systems
  • Support for the use of self-service solutions
  • Lone worker support service
slide7

Pricing

  • Full schedule of rates
  • No fee in comparison to the previous contract (agreed prior to entering the contract)
  • Price per call handled £2.55 Gold - £2.10 Silver
  • Monthly management fee £1000 (sliding scale)
  • Outgoing calls £1.20 per minute
  • No charge for emails, £0.05 for SMS or Pager
  • Value Money Review in 2015
  • Agreed formula for TUPE costs
slide8

What’s in it for your organisation?

  • Significant financial savings
  • Raising service standards
  • Process documentation & improvement
  • Increased service clarity
  • Audit trails
  • Comprehensive service monitoring
  • Avoid expensive procurement
slide9

TUPE

  • TUPE regulations
    • 1981 and 2006 regulations
  • Duty to inform and consult staff representatives
  • Provide employee information (General Dynamics IT)
  • Pensions
    • GAD certificate of comparability
slide10

Current Organisations

Over 300,00 out-of-hours calls handled per annum

slide11

Central Client Role

  • Support
  • Guidance
  • Escalation
  • Fortnightly Operational Conference Call
  • Sharing Best Practice
slide12

Joint operational management board

  • Quarterly Contracts Board Meeting
  • Partnership Working
  • Sharing of Best Practice
  • Identifying new requirements
  • Suggestions & Innovating Ideas
slide13

Benefits & Achievements

  • Collective savings of over a million pounds
  • Quality and standards improvement
  • Partnership working
  • Best practice
  • Aiming for affordable excellence in customer service provision
slide15

Haringay Overview

  • Joined in August 2009
  • 25 Service Descriptions
  • Top 3 enquiry areas – General, Noise, Social Services
  • Average 2,500 – 3,000 calls per month
  • £133,771 savings in first year (including set up costs)
slide16

Implementation Experience

  • 3 – 6 months preparations needed
  • Service descriptions
  • Development of scripts
  • Back office ownership is critical
  • Accurate information from the back offices
slide17

Service Operations (1)

  • Service management and liaison
  • Escalation arrangements
  • Complaint handling
  • Rota changes
  • Amendments to services
slide18

Know your own business

  • Call volumes
  • Incoming and outgoing
  • Data transfer methods
  • Telephony diverts
  • User acceptance testing
slide19

Service operations (2)

  • Bad weather
  • Major emergencies
  • Special announcements
  • Business continuity plans
  • Performance reports
    • Daily, weekly and monthly
slide20

Benefits

  • Seamless transition to out of hours services
  • Measure of performance output communicated regularly
  • Maintaining customer service standards at all times
  • Excellent tracking system for non-conformance, change requests

and queries

  • Call recordings available for quality management
  • Ultimate professional touch for your business!
slide21

Contact Handling Shared Service

In-hours & Out-of-Hours

Neil Darroch

Client Director

Customer service transformation. Savings-show-us-the-money

about the service
About the Service
  • Resilient operation centres
    • 24 x 7 Call Centre since 2005
    • Managed services for multiple local government / social housing landlords
    • Dual operation centres located in London and Yorkshire
      • Contingency capability/crisis management
      • Business continuity

Contact Handling Shared Service

  • Agile service
    • Service level choice Silver/Gold
    • Select standard or bespoke call handling processes
    • Services can be added or removed at any time
    • Clear evolutionary path to channel shift
technology enabled contact handling
Technology-enabled contact handling
  • Integration potential e.g. Northgate
  • Complete & consistent quality interactions
  • Processes fully scripted and interactive
  • Rules for hand-offs, rotas & escalation
  • Call recording audit & traceability
  • Easy to add, change or remove services
  • Client portal: reports, change requests, audit trails
service delivery
Service Delivery

Call Handling

Service Fulfillment

Shift Handover

Governance

Customer View

  • Calls regular service number
  • Call presented to Shared Service Centre
  • Call answered as Authority
  • Immediate transfer to fulfilment
  • SMS, Email, Phone or back office handoff
  • Critical Services Confirm recipient, handover & incident coordination.
  • All incidents handed over, highlighting major, contentious & open issues
  • Daily download of data file made available
  • Account Director
  • Account Management team
  • Framework board
  • Operational board
  • Reviews and reporting
  • Continuous improvement
  • Identifiesauthority
  • Repeat caller identified
  • Call purpose validated
  • Interactive script guides agent through agreed process
  • Action identified & confirmed to caller
show me the money
“Show me the money”

Avoidance of expensive procurement

Free to join the contract (wide range of service

descriptions and procedures available as standard)

£

Economies of scale provide growing financial savings

Savings of up to 70% - significant savings when compared with the

costs of running an in-house service

free support for interested organisations
Free Support for interested organisations
  • Full contract documentation
  • Set of detailed guidance notes
  • Sample feasibility study
  • Advice and support from early adopters
  • Ready Reckoner
  • General Dynamics IT
the future
The Future
  • Interested Parties – including Authorities
  • Housing organisations and other government bodies
  • Partnering outside London
  • Better & larger Service
slide29

Contact Handling Shared Service

In-hours & Out-of-Hours

Michelle Bernard

Customer Services Project

& Contract Manager

Tel: 02088256522

Mobile: 07961200022

Email: bernardm@ealing.gov.uk

Neil Darroch

Client Director

General Dynamics Information Technology

Tel: 020 7939 3623

Mobile: 07585 964715

Email: neil.darroch@gdit.com