Quarter 1 (April, May, June)
What are our call handling strengths?
The majority of our calls are answered with a full friendly and professional greeting
Callers are asked whether they want to leave a message on a voicemail and not just put straight through to one
NomadE5 staff have good polite manners and the customer care aspect of calls is OK - though we can improve and we are taking steps to achieve this
What are our learning points?
We need to improve by asking our customers their names before their address
We need to ask our customers if there is anything else we can help with at the end of the call
We need to continually improve the knowledge and skills of our customer service assistants so they can answer more of your calls at the first point of contact
We also "tested our customer experience" for some of those customers who reported a repair to us, had a gas service carried out or reported an incident of anti-social behaviour.
We also asked our mystery shoppers to test the quality of our voicemail messages.
NomadE5 staff are expected to have a voicemail messages that is clear and up to date. The message should state the date and when they will be next available.
Out of 57 calls an impressive:
43 had a clear up-to-date message
8 had left messages with no date
2 answered their phone!
3 had an out-of-date message
Staff whose messages were not up to scratch were reminded of the importance of this.
Quarter 2 (July, August, September)
What are our call handling strengths?
Overall, customer care is scoring "good" and "very good" in 82% of calls
We have made improvements in the number of calls being scored "good" and "very good" for technical knowledge (almost 65%)
What are our learning points?
Have a regular programme of ongoing training to improve technical skills in specific areas
There is some work to do on customer service assistants being consistent in their introductions
We need to be satisfied that we have done everything we can to ensure the customer has no outstanding issues before ending the call
We also need to continue coaching our advisors to be as personable as possible and to remember to ask for customers' names before addresses
NB Three new members joined the team this quarter.
We also asked our mystery shoppers to test our voicemail message service
Our customer service standard is that we will respond to a voicemail message within one working day.
Out of 23 messages left, 16 calls were returned = 70%.
Quarter 3 (October, November, December)
What are our call handling strengths?
Overall, customer care is scoring "good" and "very good" in 75% of calls
We have made improvements in the number of calls being scored "good" and "very good" for technical knowledge (almost 72%)
The majority of our calls continue to be answered with full polite and professional greeting
Technical skills have improved since the last quarter
What are our learning points?
Continue a regular programme of ongoing training to improve technical skills in specific areas
Customer Service Assistants to be more clear with providing their name at the beginning of the call
NB Four new members joined the team this quarter.
As part of National Customer Service Week (4-8 October 2010) we tested the quality of our internal voicemail messages
Staff should update their voicemail daily providing their full name, the name of the company, the correct date, when they will return the call and an alternative contact number.
- 105 staff voicemails were mystery shopped
- 96 of those voicemails gave their full name = 92%
- 77 gave the company name = 73%
- 72 gave the correct date= 69%
- 68 stated when the call would be returned by = 65%
- 73 provided an alternative contact number= 70%
There is room for improvement in the quality of our voicemail messages for customers. All staff receive reminders about the importance of updating voicemail messages.
Quarter 4 (January, February, March)
What are our call handling strengths?
95% of our calls were rated as fair and above for customer care.
90% of our calls were rated as fair and above for technical skills.
72.5% of calls handled were rated good and above for customer care.
62.5% of calls were rated good and above for technical skills.
Once again our mystery shoppers reported that our customer service assistants continue to answer telephones with polite and professional greetings and consider our service very good.
It is also very pleasing to see that our mystery shoppers have scored more calls as "good" or "very good" for technical knowledge. This reflects the ongoing training the team have received over the last 12 months to increase their working knowledge of various service areas.
It was good to see that no call scored "very poor" for either category.
What are our learning points?
Further work through regular coaching to ensure that customer service assistants say their name clearly and slowly.
Continue with regular awareness and formal training to ensure that assistants maintain their knowledge and are aware of any changes in service areas.