knowall enquire: virtual enquiry tracking by penny bailey ba, dip lib, mcilip, miod, frsa managing...

KnowAll Enquire: virtual enquiry tracking

By Penny Bailey BA, Dip Lib, MCILIP, MIoD, FRSA

Managing Director of Bailey Solutions Ltd

Why?

• Improve your enquiry service to enrich the student or public experience

• Never miss a deadline and meet SLAs• Integrated & qualitative management reports• Avoid fines for not following statutory processes (FOI, DPA,

EIR)

What happens if you can’t measure your service?

• Can’t rate the customer experience• Can’t measure impact on your customer base• No explicit performance targets • Would like to make improvements to service levels

but not sure where time is wasted

Problem: recording enquiries is tedious and pointless!

• At the end of the week / month I have to fill in this spreadsheet with my time and costs incurred

• I’ve answered the enquiry – why do I have to re-key the enquiry into a database?

• How do I know how much time I spent?

Impact on enquiry staff - has anyone done this before?• Sure I did something similar to this 6 months ago, but

can’t find it now!• Maybe my colleagues have done something similar?

• I’ve been asked this same question 20 times this week already!

How?

• Integrated tracking and reporting on enquiries received by every communication method:• Walk-ups• Phone calls• Web forms• Email• Text• Chat

How?

• Tracking enquiries at 3 levels:1. Quick counter replaces 5 bar gate system

2. Simple enquiries are answered with one simple form with pre-populated fields

3. Complex enquiries are managed and use of resources is accurately recorded

How?Automatically collects statistics from a central store of user data

One unique identifier, e.g. email = name, email, mobile phone number,

gender, age, ethnicity, department,

location, address, year, photo and other

essential demographics

Benefits: share and re-utilise enquiry answers by a searching knowledge base

Benefits: accurate time recording

Timer that can be • started• paused• restarted• stopped• assigned

Benefits: never miss deadlines and meet SLAs

• Automated submission dates = automated deadlines• Managed transition from one stage to the next

Automatic reminders

for every stage

of the process

Benefits: publish FAQs•Users can help themselves and staff can concentrate on in-depth, difficult or one-off questions

Statistical outcomes: when do they use the service?

Informs opening hours and staff availability

Statistical outcomes: how do they use the service?

Informs how the service should be offered

Statistical outcomes: Customer satisfaction reports

• Statistics on the number of enquiries completed by the deadline

• How do they rate your service?

• How do they perceive your response times?

Statistical outcomes: evidence to improve team performance

• Time spent by each member of staff• Average time taken to answer• Review customer satisfaction record of each staff

member• Set SMART targets based on these figures

Statistical outcomes: aggregated costs

• Aggregated data transfer to finance department is accurate and time saving

Statistical outcomes: evidence based management of resources

• Reports on ratings of resources

Evidence based management of resources

• Reports on resource usage used to justify continued subscription or cancellation

Statistical outcomes: justify service levels

• That whilst the number of enquiries has gone down, access to enquiries published as FAQs on the website has increased

• The amount of time spent on enquiries to justify a need to increase / retain staff

Statistical outcomes: prove value of staff

• The average time spent on enquiries has decreased – staff are working more efficiently

• Customer satisfaction records have improved or remained at high levels

Statistical outcomes: types of enquiries

Reports on the types of enquiries the service handles to inform

• Knowledge gaps• Need for specialists• Resources requirements

Statistical outcomes: prove value of service to users and higher management

• Impact analysis by correlating use of the enquiry service / customer services with achievements and success stories

Useful links

• Article about why Outlook isn’t enough for monitoring enquiries: http://bit.ly/14bVulF

• Article about raising your game: http://bit.ly/SPFn42• E-brochure on Public Servant website:

http://bit.ly/11owq6M• KnowAll Enquire website: www.knowallenquire.com• See Articles under the Resources menu

Find out more about KnowAll Enquire: enquiry tracking software from Bailey Solutions

penny@baileysolutions.co.uk

Tel: +44 (0)1273 773788

www.knowallenquire.com @baileyenquire