MED Contact Centre


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A presentation on the MED Contact Centre, its service ethos, service delivery and future direction

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  • Welcome
  • Matrix team Accountabilities Buy-in Ownership Systems role
  • Plone Knowledgestore – leveraged off web team Search functionality Snapshot – source of truth – on website or in knowledgestore correct answer
  • Callbase +KS/Website = follow along Data to business Call answering tree
  • Fundamental – ISO, quality consistency Innovation Examples: FRA wizard online, screen in tea room, soup in kitchens, client survey Call Parrot 100% call recording
  • Points of interest Insolvency calls – current environment Reduction in online volumes – website content, self service Quality – ASA – abandonment = brand
  • only a snapshot
  • MED Contact Centre

    1. 1. MED Business Service Centre <ul><li>New Zealand Companies Office </li></ul><ul><li>Insolvency and Trustee Service </li></ul><ul><li>Intellectual Property Office </li></ul><ul><li>PPSR </li></ul><ul><li>… .. </li></ul>
    2. 2. <ul><li>MED Contact Centre : More than you’d expect </li></ul><ul><li>Diversity </li></ul><ul><li>Structure & systems </li></ul><ul><li>Continuous improvement </li></ul><ul><li>What kiwis want </li></ul><ul><li>How we make a difference </li></ul><ul><li>Our brand(s) </li></ul><ul><li>The results </li></ul>
    3. 3. MED Contact Centre <ul><li>Business Hub </li></ul><ul><li>20 Business units </li></ul><ul><li>330,000 contacts per year </li></ul><ul><li>Phone, skype, self service, email, social media </li></ul><ul><li>34 FTE staff </li></ul><ul><li>Centre(s) of excellence </li></ul><ul><li>A complex environment </li></ul>
    4. 4. <ul><li>Companies Office </li></ul><ul><li>Incorporated Societies </li></ul><ul><li>Consumer Affairs </li></ul><ul><li>Personal Property Securities Register </li></ul><ul><li>Motor Vehicle Traders Register </li></ul><ul><li>Insolvency and Trustee Service </li></ul><ul><li>Intellectual Property Office </li></ul><ul><li>Radio Spectrum Management </li></ul><ul><li>Energy Safety </li></ul><ul><li>Crown Minerals </li></ul><ul><li>Charities Commission </li></ul><ul><li>Measurement and Product Safety Service </li></ul><ul><li>Electrical Workers Register </li></ul><ul><li>NZ Emissions Unit Register & Emissions Trading Scheme </li></ul>MED Contact Centre Bureau and Centre of Excellence:
    5. 5. Specialist Companies Specialist IPONZ Specialist Online Other New and Experienced Centre Staff Specialist Insolvency Specialist Consumer Specialist RSM Specialist EWLG Specialist Crown Minerals Lead Advisors Development Officer Team Leader Resources Team Leader Consumer Team Leader Corporate Manager Management Team MED Contact Centre Organisation Chart 10 FTE’s Band D 19 FTE’s Band C 4 FTE’s Band F Lead Advisor Systems Advisors 1 FTE’s Band I Specialist Voluntary Sector Resource Organisation Chart Role
    6. 7. Systems <ul><li>Screen shots </li></ul>
    7. 8. <ul><li>ISO quality system is our foundation </li></ul><ul><li>Adding value to Clients, Stakeholders, Centre and Staff </li></ul>
    8. 9. Our Quality Culture Every interaction is an opportunity to help someone and to improve the system.
    9. 11. Some Numbers 1.50% 1.60%         Abandoned 15 seconds 15 seconds         ASA 99.30% 98.60%         Quality 323,425 325,394 63,282 50,217 152,785 163,446 Total 66 0 0 0 66 0 Social Media 37,458 39,964 1,308 1,049 16,935 20,971 Emails & SS 285,901 285,430 61,974 49,168 135,784 142,475 Calls 2008/09 2007/08 2008/09 2007/08 2008/09 2007/08   All Business Insolvency Companies & PPSR  
    10. 12. What Kiwis Want : SSC Drivers of Satisfaction
    11. 13. The Client Experience (What we deliver to Kiwis) <ul><li>1. A person answers the phone at MED: </li></ul><ul><li>Average speed to answer </li></ul><ul><li>Channel Management </li></ul><ul><li>Self Service, view online requests </li></ul><ul><li>2. No One waits more than 2 minutes to talk to MED: </li></ul><ul><li>Longest wait </li></ul><ul><li>Skills based routing (telephony and email) </li></ul><ul><li>3. No one has to phone MED twice to have a problem resolved: </li></ul><ul><li>First call resolution </li></ul><ul><li>Computer Telephony Integration </li></ul><ul><li>4. People get more than they expect when they phone MED: </li></ul><ul><li>Call Quality, ISO framework </li></ul><ul><li>Client feedback and satisfaction with service delivery survey (SSC drivers) </li></ul><ul><li>GoToMeeting </li></ul>
    12. 14. What we Do and Will deliver to Kiwis
    13. 15. Client Focused Innovation = Brand <ul><li>Skype </li></ul><ul><li>Social Media – Twitter, Facebook, Blog </li></ul><ul><li>SMS </li></ul><ul><li>GoToMeeting </li></ul><ul><li>View progress of service request </li></ul><ul><li>Schedule a call </li></ul><ul><li>Computer Telephony Integration </li></ul>
    14. 16. Excellence in Service Delivery = Brand <ul><li>Feedback </li></ul><ul><li>Social Media </li></ul><ul><li>Hypnoticpatriot @ companiesoffice I think you just made my list of favourite govt organisations..... </li></ul><ul><li>Maupuia Phone call from @ companiesoffice re forms. Nice touch! </li></ul><ul><li>Nzbase Full credit to @ CompaniesOffice for speedy responses and passing through information as requested. Brilliant service. </li></ul><ul><li>Nikz @ CompaniesOffice great to see you listening! </li></ul><ul><li>Benkepes just spent an hour at the MED/Companies office - they so totally get this whole government 2.0 thing that I think I want a job there :-) </li></ul><ul><li>Skype (Our callers) </li></ul><ul><li>10 POINTS PLUS for being the first government department for putting on Skype. </li></ul><ul><li>Its great that we have SKYPE. If we have it then the he is going to start using it. Always looks to the companies office for new good ideas. He said that this will save his company money </li></ul><ul><li>Skype is great. All governments and organisations should use this. It is brilliant </li></ul>
    15. 17. Excellence in Service Delivery = Brand <ul><li>Feedback </li></ul><ul><li>Satisfaction with Service Delivery Survey (Snapshot of August) </li></ul><ul><li>Dealt with … on urgent enquiry. She needed specialist support but took ownership and dealt with my query on an urgent basis. Appreciated that we needed an urgent response to avoid having to file with Court, which would have added greatly to cost to client. Absolutely fantastic service! </li></ul><ul><li>My enquiry was an entirely satisfactory experience. It was answered by the person who answered the 'phone, no transferring to Departments and having to hold. Complete satisfaction. </li></ul><ul><li>… . was very helpful with our problem, and went out of her way to assist us. She went &quot;the extra mile&quot; and it was very appreciated. </li></ul><ul><li>Your service is absolutely excellent Thank you </li></ul><ul><li>Out of all the people I have had dealings with over the years …. was the most helpful. I hope this goes on her file. Have a nice day, Regards </li></ul><ul><li>I had a simple request for a copy of an invoice; the speed of response and accuracy were brilliant </li></ul><ul><li>… . was brilliant. Didn't expect a govt dept to be so quick, friendly and helpful. </li></ul><ul><li>They are also very patient if you do not understand them the first time and will try to help you in another way. </li></ul><ul><li>very prompt service and a clearly explained answer with a suggestion of what I could do next </li></ul><ul><li>I have always been surprised as how friendly and helpful the staff are. </li></ul><ul><li>… . assist me and gave me this excellent service I look forward to work with your department in future </li></ul>
    16. 18. Excellence in Service Delivery = Brand <ul><li>Feedback - Letter to General Manager </li></ul><ul><li>Dear Robyn In our first meeting with our Official & Deputy Assignees yesterday, I was compelled to ask who can I write to to compliment you all on the professionalism provided by the Insolvency Service.. and was given your name. My amazement at the calibre of people you have began with my very first general inquiry to your call centre.  After spending a whole day sitting on hold for long periods and talking to less than adequate service providers elsewhere, my last call of the day was to your freephone number, the call was not only answered promptly but also by a &quot;real&quot; person who spoke fluent english and was actually able to provide me with very thorough, intelligent answers to every question I had.  I could not believe it . Every single time I have called your call centre I have received the very same level of service.  In fact I mentioned on one call to your call centre operator how grateful I was for the manner and professionalism, which demonstrated a certain level of respect toward me I had not expected when filing a debtors petition for bankruptcy.  Our own family members have not hesitated to frown upon us and make sure we feel ashamed for the position we have got ourselves in to... However, your operator told me something like this  &quot;people feel uncomfortable enough as it is when going through this process, our job is to make sure you don't feel uncomfortable at all, insolvency does not make you a bad person, you will have had a bad enough time before ever talking to us, now you have the challenge of starting from scratch, you don't need grief from us at this point&quot;..... WOW, I couldn't believe it, and every single one of your people has provided excellent service with the same underlying type attitude.  …… I believe you have been a big part in driving this high level of service  particularly through the call centre and in fact throughout the business, so thank you Robyn and gosh, well done! … ….. (Bankrupt)     </li></ul>
    17. 19. Results <ul><li>Most Helpful Government Department 7 years & counting </li></ul><ul><li>Industry reputation </li></ul><ul><li>Satisfaction with Service Delivery Survey </li></ul><ul><li>Positive Publicity </li></ul><ul><li>More publicity </li></ul><ul><li>Provider of Choice – Charities, NZ2011, Consumer Hub </li></ul><ul><li>1.5 FTE reduction </li></ul><ul><li>9% budget decrease </li></ul><ul><li>Promotions – Team Leaders, Lead Advisors, Registry Policy </li></ul>
    18. 20. What’s on the Horizon? <ul><li>Technology </li></ul><ul><li>Skills based email routing – reduce 3% labour cost reduction </li></ul><ul><li>Connecting Callers to the last advisor they spoke to </li></ul><ul><li>VOIP callers able to see advisors </li></ul><ul><li>Search for answers across CRM, website or knowledgestore </li></ul><ul><li>People </li></ul><ul><li>9.5 day working fortnight </li></ul><ul><li>National Certificate in Contact Centre Services </li></ul><ul><li>Remote workers </li></ul>