1. Performance Improvement in Customer Service
Martin Jukes

2. Performance Improvement in Customer Service
Agenda
Introduction to Mpathy Plus
What is best practice?
How to identify and understand how to use it
Areas of measurement
How to learn and improve
Performance Improvement in Customer Service

3. Performance Improvement in Customer Service
Established in 2005
Niche Management Consultancy
Initial focus on Public Sector and Housing
Extensive background in the private and commercial sectors
Bringing commercial experience to Public and 3rd sectors
Strong values.
Performance Improvement in Customer Service

4. Performance Improvement in Customer Service
Who we have worked with
Over 30 different social housing providers in the UK and
Ireland including (most recently):
Performance Improvement in Customer Service

5. Private Sector Clients (including)
Performance Improvement in Customer Service

6. Performance Improvement in Customer Service
What do we do?
Strategy development
Operational reviews
Contact Centre Design and development
Bespoke assignments
Management
Consultancy
Performance Improvement in Customer Service

7. Performance Improvement in Customer Service
What do we do?
Supporting
Resources
Interim Management
Mentoring
Calling Programmes
Recruitment
Diversity data gathering
Customer satisfaction
Training
Performance Improvement in Customer Service

8. Performance Improvement in Customer Service
What do we do?
Performance
Improvement
“We did continuous improvement last year”
Performance Improvement in Customer Service

9. Why continuously improve?
Customer expectations are increasing
Improve the customer experience
Value for money and cost saving efficiencies
Make life ‘easier’
Increase effectiveness
Reduce failure
Performance Improvement in Customer Service

10. Contact centre performance management and improvement
Some frequently asked questions:
We have never seen a contact centre where there is no opportunity to improve!
How do we know where to improve?
How good is our contact centre? How can we tell?
What are other organisations doing?
How do we continuously improve?
Performance Improvement in Customer Service

11. Performance Improvement in Customer Service
What does ‘Continual Improvement’ mean in Customer Service environments?
Improve customer service performance e.g. Contact Centre
Provide feedback to organisation about service requests and failures
Play an active role in service development
‘Finger on the pulse’
Performance Improvement in Customer Service

12. Performance Improvement in Customer Service
What is best practice?
A definition
“commercial or professional procedures that are accepted or prescribed as being correct or most effective” Source: Oxford Dictionary
We prefer the term “better practice”
Performance Improvement in Customer Service

13. How to use best practice
Every organisation is different - what is right for one may not be right for another
Select suitable comparators – (housing does have some differences)
Public vs Private vs Third sector comparisons
Select what is relevant but be aware of implications
Performance Improvement in Customer Service

14. Why the best is not always the best
% Calls Answered
Ranking
Achieved 1
99.28% 2
99.22% 3
98.82% 4
96.60% 5
96.50% 6
96.21% 7
95.97% 8
95.60% 9
95.57% 10
95.51% 11
95.03% 12
94.27%
Performance Improvement in Customer Service

15. Why the best is not always the best
Performance Improvement in Customer Service

16. Why the best is not always the best
% Calls Answered
Ranking
Achieved
Revised 1
99.28% 12 2
99.22% 11 3
98.82% 10 4
96.60% 9 5
96.50% 8 6
96.21% 7
95.97%
95.60%
95.57%
95.51%
95.03%
94.27%
Performance Improvement in Customer Service

17. Performance Improvement in Customer Service
Another example
Cost per contact - £4 vs £5 – which is best?
Considerations
What else do they do?
Are the calls the same as we get?
What is the scale?
Do they answer or resolve calls?
A high performing organisation may receive fewer calls, deal with other channels, resolve more issues than a ‘cheaper’ service
Performance Improvement in Customer Service

18. Performance Improvement in Customer Service
Areas for focus on for a balanced view
Operational Standards
Customer Experience
Staff Attitude
Value for Money
Sharing Best Practice
Performance Improvement in Customer Service

19. Closing the loop and continuously improving
Continuous improvement
Operational standards
Customer Experience
Staff attitude
Sharing best practice
Value for money
Performance Improvement in Customer Service

20. What should be measured?
What are your KPI’s?
Two requirements for KPI’s
Performance reporting
Performance management
These should not be confused or mixed.
Performance Improvement in Customer Service

21. 3. Improve Performance/Quality
Which are the most popular KPI’s
Sample = all measuring KPIs
2012 %
2011
2010
Speed of answering calls 71 65 67
Quality of service 69 62
Proportion of calls answered/ abandoned 63 75
Customer satisfaction 49 48 59
Number of calls answered (per hour/day) 43 40 42
Proportion of calls answered at first point of contact 32 35
Wrap time 37 34
Average length of call 41
Overall increase in the number of KPI’s used
Performance Improvement in Customer Service

22. A view of balanced performance?
Demand
Performance
No of calls offered
No of s
No of visitors
PCA
Service level
Resolved at first point of contact
Resources
Quality of service
Absence
Training
Attrition levels
Systems availability
Staff satisfaction
Customer satisfaction
Empathy benchmark
Performance Improvement in Customer Service

23. How to share, learn and improve
Track PI’s
Share thoughts/issues/questions/experiences
Learn about systems from those using them
Regular discussions
Specialist inputs
Network events
Performance Improvement in Customer Service

24. Thank you for listening Any questions?
Martin Jukes
Performance Improvement in Customer Service