presented by raewyn bennet group manager - customer service auckland city council @ the 1999 local...
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Presented by Raewyn BennetGroup Manager - Customer Service
Auckland City Council
@ The 1999 Local Government Customer Services ConferenceNew Plymouth, New Zealand
August 5th & 6th, 1999
an Auckland City perspective
Customer ServiceCustomer Service DeliveryDelivery
Process Re-designProcess Re-design
Organisational CultureOrganisational Culture
Customer Service DeliveryCustomer Service Delivery
Process Re-designProcess Re-design
Organisational CultureOrganisational Culture
easy ACCESSeasy ACCESS prompt & efficientprompt & efficient consistent & correct informationconsistent & correct information minimise transfersminimise transfers
Key Customer service driversKey Customer service drivers
Key Customer service principalsKey Customer service principals ““quick, competent answers & solutions”quick, competent answers & solutions” ““one call does it all”one call does it all” ““channels of choice”channels of choice”
My home is here?
Rates?
My business is here?
Complaint?
The pot-holes are here?
Pre - Call Centre
?
One number
3792020
CustomerService
Calls
Resolve
Transfer to Specialist100%
CALL CENTRE
Customer Service
Reception Service
Answered
Unanswered message taken
& e-mailed
Group pick-ups
Reception
Business Case Model - 1996
Situation One Year Later - 1998
Intended DDIRecipient
Internal transfer for generalcustomer service
DDI 75% Answered
Unanswered - Email
message taken and sent
Intended DDI
recipient
Internal transfer for generalCustomer Service
Reception
Resolved in Call Centre54%
3792020
Transferred to Specialist30%
Resolved in Incident Response16%
Customer Service
25%
(Undifferentiatedcall management)
Customer Service(40%)
Reception Service(60%)
CustomerService
Calls
CALL CENTRE
Telephone ChannelsTransferred to
Specialist
[20%]Call Centre
Service Centre
[80% Resolved]
Specialist Skill Sets
Current Situation - 1999
Intended DDI recipient
Auto Attendant
Call CentreReception Centre
Messages
Voice Mail
Group Hunt
Answered
Customer Service
Number SeriesSpecific Service
Types
379 2020Request for
General Customer Service
DDI Direct line - Existing relationship
Information Line
379 INFO24 hr information
access
Head Office
379 2021Request for named
Person
Telephone ChannelsTransferred to
Specialist
[20%]Call Centre
Service Centre
[80% Resolved]
Specialist Skill Sets
Intended DDI recipient
Auto Attendant
Call CentreReception Centre
Messages
Voice Mail
Group Hunt
Answered
Customer Service
Number SeriesSpecific Service
Types
379 2020Request for
General Customer Service
DDI Direct line - Existing relationship
Information Line
379 INFO24 hr information
access
Head Office
379 2021Request for named
Person
Internet
Internet Channel
Future Direction
Customer Service DeliveryCustomer Service Delivery
Organisational CultureOrganisational Culture
Process Re-designProcess Re-design
Process design driversProcess design drivers
alignment to organisation alignment to organisation strategiesstrategies
- eg call centreeg call centre customer orientationcustomer orientation migration to channels of least costmigration to channels of least cost increased efficiency and increased efficiency and
effectivenesseffectiveness
customer / process orientatedcustomer / process orientated- customer triggeredcustomer triggered- ““end to end” process designend to end” process design
““front end” or “channel” focusfront end” or “channel” focus- ‘‘one call does it all’one call does it all’- workflows and call flow drivenworkflows and call flow driven
leverage technologyleverage technology- maximise on-line capabilitymaximise on-line capability- systems integritysystems integrity
Key Design PrinciplesKey Design Principles
processestools
systems
training
trust
CallCentre
Resolved
CSR
Specialist
Transfer
Customer Service DeliveryCustomer Service Delivery
Process Re-designProcess Re-design
Organisational Culture
introduces a “new species” of service peopleintroduces a “new species” of service people- generalists - service professionalsgeneralists - service professionals- empowered, self confidentempowered, self confident
new ways of thinkingnew ways of thinking
- very structured & disciplinesvery structured & disciplines
- process orientatedprocess orientated
drives an enterprise approachdrives an enterprise approach - eliminates functional siloseliminates functional silos
