Insight through vision

Rose Collin & Carl McGrathCR Market Research

24 August 2011

What’s really going on?

Insight through vision

Agenda

• Background to CR• What’s really going on?• The Tower Hamlets experience

Insight through vision

Background to CR

• Privately owned full service market research company

• Specialising in the public sector• Over 49 different local authority and

housing organisation clients,- 9 councils in London

• Many longitudinal and additional projects

Insight through vision

Pressure

• Everyone wants more from less– Giving better quality from fewer resources– Improving standards at a time of flux– Increasing demands with less time to

complete them– You’re asked to deliver more value from

anything you spend on

• CR will help you deliver on this

Insight through vision

Question:

So do you know what’s happening?

Incoming call volumes Abandoned calls Call answering times Resolution Monitoring

Statistics are brilliant……

Call centres can easily measure

Insight through vision

But what’s really going on?

What do they say?

How do they say it?

How do they deal with people?Do they go through the right

process?

How do people feel?

How happy are customers?

Insight through vision

• Mystery shopping … but Credit/debit cards X Confidential information X Real names and addresses X Council tax/benefits references X Internal resources required X

Satisfaction surveys … but Self selection X Staff selection X Human interaction X Delayed completion X Varied expectations X Varied perceptions X

Existing techniques:

But what’s really going on?

Insight through vision

“Call analysis“

Uses ‘Real’ recorded calls with genuine people/issues Recorded calls are securely uploaded onto our systems Random selection of calls Analysed by our highly experienced assessors Flexible assessment process

Our own established system, or Your own system flows

• Requires that you have internal call recording

• Successfully completed multiple waves at Tower Hamlets

So what’s the answer?

Insight through vision

• In-depth reports akin to mystery shopping• Individual call assessments – Name, Date and Time• Top and Bottom 10 calls• Key issues• Issues to Action

• Our clients are able to use the results for:• Identifying beacons of excellence• Praise where its due • Staff training needs• Appraisals

Call Analysis What reports are provided

Insight through vision

The Tower Hamlets experience

• 100/250 calls every six months

• Comprehensive reporting

• Performance standards to include:– Basic Call Handling

– Physical Call Handling

– Dealing with the Question

– Testing processes

• Competencies

Insight through vision

The Tower Hamlets experience

• Report of individual calls assessments

• Top and bottom ten calls

• Key issues

• Issues to action/recommendations

• Feedback results and key action points to staff

Insight through vision

The Tower Hamlets experience

Physical Call Handling

Insight through vision

Dealing with the Question

The Tower Hamlets experience

Insight through vision

Competencies

The Tower Hamlets experience

Insight through vision

Subject breakdown

The Tower Hamlets experience

Insight through vision

Insight through vision

Insight through vision

Basic Call Handling

Tower Hamlets - Revs and Bens

Insight through vision

Physical Call Handling

Tower Hamlets - Revs and Bens

Insight through vision

Dealing with the question

Tower Hamlets - Revs and Bens

Insight through vision

Competencies

Tower Hamlets - Revs and Bens

Insight through vision

Performance Competency Summary

Tower Hamlets - Revs and Bens

Insight through vision

Any questions?