Customer Profile
A London council providing care and services to their local community.
Customer Profile
A London council providing care and services to their local community.
Challenge
The Royal Borough of Greenwich Council recently implemented a new contact centre and needed to establish an initial set of base data to benchmark the contact centre’s performance and measure changes within over time.
It was imperative for the Council to determine customer service levels, adherence to operator call standards and response times.
Solution
Fast Track Solutions designed a response template and adapted 20 different mystery caller scenarios. Call recording was implemented to ensure the Council had complete visibility of all conversations.
Samples were taken across a variety of services (including waste disposal, street scene, mobility and parks) over a period of four weeks. Six measures were taken in each including the greeting, call length and how well the enquiry was handled.
Results
- Priority areas for improvement were identified giving the council confidence that their plan would drive an increase in satisfaction
- Initial benchmarks were established for future reference
- MP3 recordings of each call were produced to assist the Royal Borough of Greenwich in training and developing operator skills.
