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MED Business Service Centre • New Zealand Companies Office • Insolvency and Trustee Service • Intellectual Property Office • PPSR •…..
20

Med Contact Centre

Nov 27, 2014

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jeremy dickson

Presentation on the MED Contact Centre
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Page 1: Med Contact Centre

MED Business Service Centre

• New Zealand Companies Office• Insolvency and Trustee Service• Intellectual Property Office• PPSR•…..

Page 2: Med Contact Centre

MED Contact Centre : More than you’d expect

• Diversity• Structure & systems• Continuous improvement• What kiwis want• How we make a difference• Our brand(s)• The results

Page 3: Med Contact Centre

MED Contact Centre

• Business Hub• 20 Business units• 330,000 contacts per year• Phone, skype, self service, email, social media• 34 FTE staff• Centre(s) of excellence• A complex environment

Page 4: Med Contact Centre

• Companies Office• Incorporated Societies• Consumer Affairs• Personal Property Securities Register• Motor Vehicle Traders Register• Insolvency and Trustee Service• Intellectual Property Office• Radio Spectrum Management• Energy Safety• Crown Minerals• Charities Commission• Measurement and Product Safety Service• Electrical Workers Register• NZ Emissions Unit Register & Emissions Trading Scheme

MED Contact CentreBureau and Centre of Excellence:

Page 5: Med Contact Centre

SpecialistCompanies

SpecialistIPONZ

SpecialistOnline

Other New and

ExperiencedCentreStaff

SpecialistInsolvency

SpecialistConsumer

SpecialistRSM

SpecialistEWLG

SpecialistCrown Minerals

Lead Advisors

DevelopmentOfficer

Team LeaderResources

Team LeaderConsumer

Team LeaderCorporate

Manager

Management Team

MED Contact Centre Organisation Chart

10 FTE’sBand D

19 FTE’sBand C

4 FTE’sBand F

Lead Advisor Systems

Advisors

1 FTE’sBand I

SpecialistVoluntary Sector

Page 6: Med Contact Centre
Page 7: Med Contact Centre

Systems

Screen shots

Page 8: Med Contact Centre

ISO quality system is our foundationAdding value to Clients, Stakeholders, Centre and Staff

Page 9: Med Contact Centre

Our Quality Culture

Every interaction is an opportunity to help someone and to improve the system.

Page 10: Med Contact Centre

Calls Answered against Phone Lines2000 - 2009

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000N

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nsw

ered

0

5

10

15

20

25

30

35

Nu

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f P

ho

ne

Lin

es

Inbound Calls Answered 186,033 235,146 308,295 323,401 310,150 300,967 291,228 285,430 285,871

Number of Phone Lines 4 5 8 18 21 21 21 25 30

2000-2001 2001-2002 2002-2003 2003-2004 2004-2005 2005-2006 2006-2007 2007-2008 2008-2009

Page 11: Med Contact Centre

Some Numbers

  Companies & PPSR Insolvency All Business

  2007/08 2008/09 2007/08 2008/09 2007/08 2008/09

Calls 142,475 135,784 49,168 61,974 285,430 285,901

Emails & SS 20,971 16,935 1,049 1,308 39,964 37,458

Social Media 0 66 0 0 0 66

Total 163,446 152,785 50,217 63,282 325,394 323,425

Quality         98.60% 99.30%

ASA         15 seconds 15 seconds

Abandoned         1.60% 1.50%

Page 12: Med Contact Centre

What Kiwis Want : SSC Drivers of Satisfaction

Page 13: Med Contact Centre

The Client Experience(What we deliver to Kiwis)1. A person answers the phone at MED: Average speed to answer Channel Management Self Service, view online requests

2. No One waits more than 2 minutes to talk to MED: Longest wait Skills based routing (telephony and email)

3. No one has to phone MED twice to have a problem resolved: First call resolution Computer Telephony Integration

4. People get more than they expect when they phone MED: Call Quality, ISO framework Client feedback and satisfaction with service delivery survey (SSC drivers) GoToMeeting

Page 14: Med Contact Centre

MED Contact Centre a Business Hub

Interaction with us; Anyone, Anytime,

Anywhere, Anyhow

Service Delivery via the Gov 2.0 model

New Zealand’s best client experience every time

Objectives

Integration with Business Units - client touches MED

once for any transaction

Hour of dayGeographic location

Contact channels

TransparencyEngagementPartnerships

SSC Drivers of satisfaction with service delivery

The right answer first timeReliable source of

business knowledge

Assistance when, where and how they choose to

contact us

First contact resolution Computer Telephony

Integration

Transparent, open service delivery

A voice in the delivery of service

Expectations metCompetent staffFollow through

Treated as an individualFairness

Value for money

Review hours New channels – chat,

social media, Skype SOURCE (new

knowledge store)

Ability to request recorded calls

Feedback published Symposium Business

Reporting Schedule a call

MED Satisfaction with Service Delivery Survey

Giving clients more than they expect

Getsatisfaction.com

Service Framework

Systems

People

Client Experience

Work Force Management

9.5 day working fortnight

A person answers the phone

Online MPD Contact Centre

Recognition / Awards

Connecting callers with the last advisor they spoke to

TUANZ awards Companies Blog

Industry Training National Certificate in

Centre Services Annual service values

refresher Review roles

Techology

Citrix – work from home Voice over internet Intelligent Chat Intelligent Self service

Linking CRM data & recorded calls to registries

Business.govt.nz Presence information

View process of online service requests

Multiple feedback channels

Unified Comunications

GoTo meeting assist / web follow-along

CRM refresh No one waits longer

than 2 minutes

MED Contact Centre 2009/10 Strategic Plan

What we Do and Will deliver to Kiwis

Page 15: Med Contact Centre

Client Focused Innovation = Brand

• Skype• Social Media – Twitter, Facebook, Blog• SMS• GoToMeeting• View progress of service request• Schedule a call• Computer Telephony Integration

Page 16: Med Contact Centre

Excellence in Service Delivery = Brand

Feedback

Social Media•Hypnoticpatriot @companiesoffice I think you just made my list of favourite govt organisations..... •Maupuia Phone call from @companiesoffice re forms. Nice touch! •Nzbase Full credit to @CompaniesOffice for speedy responses and passing through information as requested. Brilliant service. •Nikz @CompaniesOffice great to see you listening! •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 :-)

Skype (Our callers)•10 POINTS PLUS for being the first government department for putting on Skype.• 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• Skype is great. All governments and organisations should use this. It is brilliant

Page 17: Med Contact Centre

Excellence in Service Delivery = Brand

FeedbackSatisfaction with Service Delivery Survey (Snapshot of August)• 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!• 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.• …. was very helpful with our problem, and went out of her way to assist us. She went "the extra mile" and it was very appreciated.• Your service is absolutely excellent Thank you• 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• I had a simple request for a copy of an invoice; the speed of response and accuracy were brilliant• …. was brilliant. Didn't expect a govt dept to be so quick, friendly and helpful. • They are also very patient if you do not understand them the first time and will try to help you in another way.• very prompt service and a clearly explained answer with a suggestion of what I could do next • I have always been surprised as how friendly and helpful the staff are.• …. assist me and gave me this excellent service I look forward to work with your department in future

Page 18: Med Contact Centre

Excellence in Service Delivery = Brand

Feedback - Letter to General ManagerDear 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 "real" 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  "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"..... 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)  

Page 19: Med Contact Centre

Results

• Most Helpful Government Department 7 years & counting• Industry reputation• Satisfaction with Service Delivery Survey• Positive Publicity• More publicity • Provider of Choice – Charities, NZ2011, Consumer Hub• 1.5 FTE reduction• 9% budget decrease• Promotions – Team Leaders, Lead Advisors, Registry Policy

Page 20: Med Contact Centre

What’s on the Horizon?

Technology• Skills based email routing – reduce 3% labour cost reduction• Connecting Callers to the last advisor they spoke to • VOIP callers able to see advisors• Search for answers across CRM, website or knowledgestore

People• 9.5 day working fortnight• National Certificate in Contact Centre Services• Remote workers