delivery of quality customer service an approach by cork county council

Delivery of Quality Customer Service

An Approach by Cork County Council

William FaySenior Consultant

Norcontel

Multiple Services• Rates• Refuse• Motor Tax Charges• Higher Education Grants• etc

Multiple Means of Delivery

• Mail• Counter Services• ’Billpay’• Telephone• etc

A Common Problem

Business Drivers

• Improve Service to Customer• Schemes to Measure Performance• Savings• Better Use of Back-Office Personnel• Holistic and Consistent View of the

Customer• Need to replace Legacy Technology

Challenges to Change

• Culture of the Organisation• Robust Timescale• Legacy Infrastructure• Distrust of Some Technologies• Negative View of Contact Centres• ’But We’re a Specialised ’Group

Knowledge is Power

• You Can’t Change What You Can’t Measure• How Many Calls do We Answer• How Many do We NOT Answer• CRM as an Enabler• A Consolidated View of Performance

Technical Requirements

• Scalable and Integrated Solution• Contact Centre with ACD• CRM with CTI• IPT Throughout• Integration Platform for Applications

Internal Partnership

Finance CorporateAffairs

NorcontelICT

The Road Taken

• Technical Strategy (ICT and Norcontel)• IP Telephony Throughout• All Applications integrated into Single CRM• Tender and Contract Award• Strategic Partner (BT)for Delivery of the Solution, comprising

:

ü Contact Centreü Migration to VoIP/IPT county-wideü LAN at all Council Offices

• Single integrated solution meeting the Council’s business goals • Best in class technology• Single point of management and ongoing service• Long term trusted partner relationship• Value added services• Flexible and open solution, comprising

ü BT Contact Centralü Middleware Integration – BT Web Servicesü BPR and Call Centre Consultancy - ABTRANü IP Telephony

The BT Solution

Timeframe

• Tender January 2005• Contract June 2005• IPT Live in County Hall mid August 2005• Contact Centre open for Business 12 Sept 2005• ’Pay by Weight’ Application 12 Sept 2005• Motor Tax 10 October 2005• Overall Measured Roll-Out

Methods of Access to Contact Centre

Text Chat & Collaboration

Email

Web Callback

Fax

Voice

SMS

Pay By Weight

Motor Tax

Second Phase

INTEG

RA

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CCC Systems

BT Contact Central

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Desktops CCC LAN

HUB

Remote OfficesContact Centre PCs

CRM Database

Speech Rec

IVR

Contact Centre Staffing & Buy-In

• 8 Customer Advisors recruited internally for customer service focus.

• One Grade 5 Supervisor• Manager on contract from ABTRAN for

Pilot Period• Excellent Buy-In by Unions and Staff

Contact Centre - Additional Items

• Staff also deal with

ü e-mail queries for PBW and Motor Taxü Credit Card Payments for PBWü Mail for PBW and Motor Tax

• Performance framed by SLA in PBW and Motor Tax Business Units

Contact Centre Traffic Load - Day 116

9

164

143

134

101

151

118

131

107

82

108

97 97

107

106

158

135

111 12

0

98

86

99

124

114

117

101

74

124

99 102

78

67

81

94

77

93 94

131

120

80

92

80

66

82

45

50

26

33

27 27

19

29 29

15

27

3

20

14 12

27

15

31 28

18 20 17

0 0 2 2 0 0 3 2 2 4 3 4 2 1 2 0 3 1 2 5

0

1

0

20

40

60

80

100

120

140

160

180

200

12

/09

/05

13

/09

/05

14

/09

/05

15

/09

/05

16

/09

/05

19

/09

/05

20

/09

/05

21

/09

/05

22

/09

/05

23

/09

/05

26

/09

/05

27

/09

/05

28

/09

/05

29

/09

/05

30

/09

/05

03

/10

/05

04

/10

/05

05

/10

/05

06

/10

/05

07

/10

/05

10

/10

/05

11

/10

/05

0

20

40

60

80

100

120

140

160

180

200

Total Calls Answered Resolved in Contact Centre Referred to Back Office Calls Not Answered

Contact Centre Traffic Load - Today

Week's Interval Summary

0

50

100

150

200

250

pre 8

am

08:3

0 - 0

9:00

09:3

0 - 1

0:00

10:3

0 -1

1

11:3

0 - 1

2.00

12:3

0 - 1

3.00

13:3

0 - 1

4.00

14:3

0 -1

5.00

15:3

0 - 1

6.00

16:3

0 - 1

7.00

17:3

0 - 1

8:00

18:3

0 - 1

9:00

19:3

0 - 2

0:00

Waste Management

Motor Tax

Contact Centre - First Call Resolution 2005

89%79%First Call Resolution

Motor TaxationWaste ManagementDescription

2,3321,875Service Requests Sent to Back Office

11%21%Service Requests as % of All Contacts

Motor TaxationWaste ManagementDescription

We never could measure this before !

Contact Centre - Total Activity to Date

IP Telephony

• 2,700 Employees• 91 Sites spread throughout the County• Servicing 350,000 citizens (customers)• Two Primary Sites (Cisco Call Managers)• Resilient Wide-Area network

IP Telephony - So Far

• County Hall Extension (350 Users) in Service• Ballincollig (Contact Centre)• Phase 2 (North Cork) Commenced• Phase 3 (City, South and West Cork) to follow• Will Follow WAN Upgrade

8 seconds7 secondsAverage Call Wait Time

94%94%Overall Service Level

481193Calls Abandoned 09:00 – 17:00 *

457227Out of Hours Calls Abandoned

2.193.37Average Call Handling Time

432 hrs592 hrsTotal Operating Hours

21,8989,274Total Calls Offered *

20,9608,854Total Answered Calls*

Motor TaxationWaste ManagementDescription

Yearly: Waste Management/Service Charges = 53,000 calls Motor Taxation/Driver Licencing = 126,000 calls

County Hall Incoming calls = 600,000 calls

Analysis to Date

Overall Experience to Date

• Positive and Successfulü On Timeü On Budgetü No Technical Problems

• Exceptional ‘Buy-In’ by Council and Unions• Demand by Other Departments for Migration to New

Environment• Staff can now deal with Service Delivery without fear

of interruption

Next Steps

• Continue LAN, WAN, and IPT Roll-Out• Migrate Additional Services to Contact Centre :• Higher Education Grants• Non-Domestic Water Metering :

ü Billingü Receiptingü Call Answering

Thank YouWilliam Fay

Senior Consultant

Norcontel (Ireland) Limited

4 Westland Square

Pearse Street

Dublin 2

Ireland

Tel : +353 1 670 8888

Email : wfay@norcontel.ie

Web : www.norcontel.ie