London Revenues Group Presentation

1. What’s really going on?
Rose Collin & Carl McGrath
CR Market Research
24 August 2011
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2. Agenda
• Background to CR
• What’s really going on?
• The Tower Hamlets experience
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3. 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
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4. 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
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5. Statistics are brilliant……
Call centres can easily measure
Incoming call volumes  Question:
Abandoned calls 
So do you know
Call answering times  what’s happening?
Resolution
Monitoring 
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6. 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?
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7. But what’s really going on?
Existing techniques:
• 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
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8. So what’s the answer?
“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
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9. Call Analysis
What reports are provided
• 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
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10. 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
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11. 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
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12. The Tower Hamlets experience
Physical Call Handling
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13. The Tower Hamlets experience
Dealing with the Question
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14. The Tower Hamlets experience
Competencies
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15. The Tower Hamlets experience
Subject breakdown
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18. Tower Hamlets - Revs and Bens
Basic Call Handling
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19. Tower Hamlets - Revs and Bens
Physical Call Handling
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20. Tower Hamlets - Revs and Bens
Dealing with the question
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21. Tower Hamlets - Revs and Bens
Competencies
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22. Tower Hamlets - Revs and Bens
Performance Competency Summary
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23. Any questions?
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