Student Facing Customer Contact Service Sam Stokell and Lisa Strathie Customer Services March 2016
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Student Facing Customer Contact Service
Sam Stokell and Lisa Strathie
Customer Services
March 2016
Customer Services
•Overview of Customer Services across SLC
•Call Volumes
•Who we help
•Quality and Knowledge Management
•Investing in our People
•The Year Ahead
Call Statistics
Call Stats
Our Service Levels and Assumptions
•Target of 90% calls answered (PCA)
•Forecasting assumptions based on :
Propensity to Call
Call Handling times
Occupancy levels
30 Minute interval staffing
Investment time
Quality and First Contact Resolution
•Required to operate efficiently across all queues and skills
Outsource Arrangements
•During 15/16, SLC has worked with 3 partners HGS, Teleperformance and
Kura across sites in Glasgow, Erskine, Bangor, Gateshead, Selkirk and
Preston
•Minimum staffing 2015/2016 is 170 FTE rising to around 870 FTE in
September (this equates to over 1000 advisors)
•Contractual KPI’s are built to deliver minimum quality standards with a
service credit framework for non delivery
•Over 65% of total calls are taken by outsourcers and during peak this rises
to well over 80%
•They are covered by same arrangements for quality monitoring, coaching
and feedback as SLC
Calls Offered (YTD): 4,053,841 Calls Answered (YTD): 3,886,003
Calls Abandoned (YTD): 167,838 SLA (YTD): 67.5%
Call Volumes 15/16
SKILL SETS
24+ LOANS
•Residency
•Eligibility
•Learning providers
•Funding available
•Qualifications
•Access courses
PRACTITIONERS
COMPLAINTS
•New complaint
•Update previous complaint
•Attempt at resolve
•MP
ICR
•Repayment
•Interest rates
•Direct debits
•Payment plans
•Overseas students
TIER 2
DSA
•Full Time
•Part time
•Study needs assessment
•Medical evidence
•Invoices
•Specialised equipment
•Claims
•Allowances
•Travel
EU
•Eligibility
•Bursary
•Residency
•Migrant worker
SFE •Full time
•Part time
•Eligibility
•Residency
•Migrant workers
•GFDs
•Childcare
•Independent
•Payments
•Sponsors
•Still to apply
•Applied
•Online errors
SFW
SFNI
SAAS
Complexity of the Role
Quality & Knowledge Management
Quality
• Overview
• The SLC QA Team
• Site Comparison
Right First Time
Knowledgebase
• Knowledge Accuracy
• Knowledgebase Visits – Internal & External
• The SLC Quality and Knowledge Management Team is made up of Quality
and Knowledge Advisor’s across our sites in Darlington, Glasgow and Wales.
• The team are responsible for ensuring that QA is carried out on all Contact
advisor’s, and that our Knowledge Management system ‘Knowledge Base’ is
updated to reflect the changes and needs of our business.
• The QA Team spend every Monday taking calls. This is to ensure that their
knowledge and expertise is kept up to date
• The team are also responsible for ensuring that the contractual call sample is
carried out on advisor’s at our Outsource Partners, HGS and Teleperformance.
The SLC QA and KB Team
Quality: Overview
• Consistent Excellent Customer Service
• Support & Monitor Knowledge Accuracy
• Develop & Maintain our Knowledgebase
• Analysis of Trends
• Manage our ‘Right First Time’ feedback
Site Comparison
0
10
20
30
40
50
60
70
80
90
100
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan 14/15 AVG
15/16 AVG
Glasgow
Darlington
Wales
Kura
T/P
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan 14/15 AVG 15/16 AVG
Glasgow 86.83 90.53 89.26 87.61 87.24 88.03 87.97 86.64 88.04 85.8 86.19 88.12 88.51 84.13 87.42
Darlington 84.63 83.72 83.66 83.71 82.12 85.49 85.01 84.43 80.93 80.39 81.82 82.61 83.25 81.52 82.98
Wales 80.67 78.93 89.58 88.79 88.06 84.89 84.7 86.23 83.5 83.8 82.14 79.71 84.62 86.14 84.64
Kura 77.88 75.75 76.69 78.19 75.63 77.25 75.19 74.16 68.12 61.12 68.13 77.25 82.88 74.27 73.79
T/P 76.88 75.19 78.19 77.69 71.88 81.88 73.31 75.5 76.25 63.75 74.06 75.25 79.19 75.60 74.88
Knowledgebase & Right First Time
Knowledgebase
Ensuring advisors have access to accurate and up-to-date
information/processes
Structured as a response to customer query
Infrequently asked questions
Right First Time
Feedback where improvements required
Trends Analysed
Coaching Support Arranged
Knowledge
• Overall knowledge accuracy has increased by 0.59% to 87.72%.
• No Account Access doubles again to 1.5% and accounted for 12.2% of knowledge feedbacks.
• There were 95 (55.2%) knowledge feedbacks where there was an appropriate article on knowledgebase that could have provided the customer with the correct advice but knowledgebase wasn’t accessed.
80.00
82.00
84.00
86.00
88.00
90.00
92.00
94.00
96.00
98.00
100.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan
Pe
rce
nta
ge
Inhouse Knowledge Accuracy - Past 12 months
Overall
Glasgow
Darlington
Wales
Glasgow, 65
Darlington, 89
Wales, 18
No. Knowledge Feedbacks per site
Investing In Our People
• How we support our advisors
• What tools we use to drive our customer satisfaction
• What actions we put in place to develop the skills of our staff
Investing in our People
• 121’s and coaching sessions
• Calibrations
• Comms sessions
• Buzz sessions
Advisor overall rating
Customer Insight
Call experience in line
with expectations?
80.7% 73.0% 76.9%
1.3% 1.9% 2.0%
6.13 6.23 6.21
1.00
2.00
3.00
4.00
5.00
6.00
7.00
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Jan 2015 (b=456)
Dec 2015 (b=570)
Jan 2016 (b=451)
Top Box Bottom Box Mean score
18.6% 13.9% 24.8%
71.7% 76.7% 67.8%
4.8% 6.3% 5.5% 4.8% 3.2% 1.8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan 2015 (b=456)
Dec 2015 (b=570)
Jan 2016 (b=451)
Better In line Worse Don't know
Responding to Feedback
• Focussed Workshops e.g. Knowledge Gaps, Customer Journey,
Manner and Tone etc
• Linked this into our Quality model of R3, specifically focussing on
approach
• People vs Process
The Year Ahead
•QA Review
•Frequent caller
•IVR
•Additional Products
•Induction Training
•Recruitment
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