Public Sector Client Case Study

Background

We provided dynamic inbound customer service call handling support to a large public sector client for over 9 years. Our client administers government-funded loans throughout the UK, working in partnership with local authorities and agencies. Their Customer Support Centres manage inbound calls with customers regarding their accounts.

Due to the exceptional peak experienced by our client each year from July through October, it was necessary for staffing levels to increase by over 100%.

With a number of major challenges arising from such a substantial headcount increase, our client tasked us with managing the main contact channel – inbound calls.

Our Solution

We managed a complex variety of call types regarding loan applications and staffing requirements vary dramatically, anywhere from 50 advisors to a ramp of 400 advisors over a short number of months.

We ensured the flexibility and certainty of staff during our client’s critical periods through a multi-faceted approach which includes:

  • A dedicated project team consisting of stakeholders from across the business
  • Excellent cross-departmental communication and ways of working
  • Differentiated sourcing strategies for advisors
  • Flexible contract types
  • Retention bonus for fixed term advisors
  • Monthly bonus for strong performers

We have vast experience in implementing and managing live campaigns given short notice periods. Using a consultative approach, we worked closely with our client to fully understand their needs and analyse the best technology solutions to fit those requirements.

Continuous Improvement

We encouraged business improvement initiatives from the teams who serve our client’s customers on a daily basis. This included contributions from the operational management team, team managers and most importantly our advisors. In this campaign our customer experience workshops helped to identify any key issues faced by our customers, along with potential improvements, whilst actively seeking ways to enhance the overall customer experience. These workshops were planned regularly and used to help promote the continuous improvement ethos within the project.

One example of the benefits of this approach is our new call outcome software application, which the team developed and piloted. This provided invaluable insight to why customers are calling, with output provided to our client’s in near-real time.

Results

  • Monthly quality standards met

  • Improvements in independently surveyed customer satisfaction scores

  • Shared Service Centre of the year winners with our client at the National Outsourcing Awards

Despite the challenges of having to recruit and train a large number of new advisors, often over very short periods of time, itwas vital that this was managed whilst maintaining a high level of quality and customer experience.


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