15 minute monitoring
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Posted Thu 22 March 2007 @ 4:53 p.m. by Sarah Putt
I visited the ihug contact centre today, to find out how the customer service strategy put in place by Vodafone import Russell Stephens is advancing (see Mouthpiece blog in February).
I spoke to both Stephens and contact centre manager Howard Smith (also from Vodafone) and was given a tour of the centre. It was here that I saw first hand how the company’s new monitoring system is improving customer service delivery.
In the past the centre relied on a workforce manager to forecast appropriate staffing levels, but it now has an automated system in place that collects call data in 15 minute intervals (in are earlier version of this blog post I wrote 50 minutes because I misheard the time - whoops!!). This data is collated daily and plotted onto a graph which shows the exact times when the number of calls peaked and how often the centre achieved target service levels.
If performance dips significantly the information is used to determine why – is it an issue with individual staff members (perhaps unexplained absences)? Does it occur during shift turnover (if so, can this time be changed to when there are fewer calls)? Or is there a problem with the network which the engineers need to be informed about?
Smith has an incentive for the team to reach a new target service level by the end of the month - if they do so a barista will be hired to make coffee for everyone for a day.
Note: Stephens also outlined ihug’s overall customer service strategy and I will be blogging about this in more depth soon.
Categories: Benchmarking | Profile