Services for Later Life: Why service design matters
Age UK Advice 0800 169 65 65
Evaluation of Advice Line: Q4 2010 Quality of ServiceQ35
Impact of Advice Clear Details of RightsOver eight out of ten (82%) said the (information and) advice provided them with clear details about their rights/ actions theycould take, an increase from 62% in 2010. Callers who were transferred (92%) are significantly more likely to say yes than thosewho were called back from L2 (80%) or called L2 directly (69%).
Impact of AdviceImpact on Life After CallOver half (55%) said the impact on their life has reduced as a result of the advice (and information) provided. A significantlyhigher proportion of callers who were transferred (74%) claimed the information reduced the impact compared to callerswho were called back (40%) and asked to call back (50%). Almost three quarters (73%) of those who took action said thatthe impact of the reason for the call had reduced..
Impact of AdviceEnable You To Take Direct Action?Three quarters (77%) have already or will take action, an increase from 59% in 2010. Significantly more callers who weretransferred (89%) have already or will take action compared to the other routes to L2 advisors (c.71%).
Ideal process • Open 8am - 8pm weekdays & 10am- 4pm SaturdayAccessibility • Answer within 5-6 rings • Brief recorded message re data protection at beginning of call • No issues with recording – gives protection Answering • Answered by an agent in UK • Who listens, is empathetic and doesn’t use a script Resolution • One agent ideally but happy for one transfer to get expertise • Seamless, no queue Transfers • Introduced to 2nd agent who is given basic brief • If busy announce position in queue & allow request for call back (within 30 mins) Other • Postal follow-up interaction • Email permissible during call if have it & PC near-by 6
Mystery Shop findings• 7/10 callers to advice lines rated their experience as positive• Across the advice sector there appears to be issues with call transfers and in ensuring that the second agent who people speak to is briefed and that they are immediately transferred or offered a call back.• Only 79% of the information requested was received• 80% of mystery shoppers reported using automation as easy but - • 18% of those using menus did not find it easy to select an option • 23% found the speed of the menus either too fast or too slow • Issues with completion of calls in loops