Cork County Council Contact Centre Finance Partners ICT Corp. Affairs 2nd March 2006 Contact Centre • Introduction • Establishing a business case • Technical Solution • Approach • The story so far • Reports • Where do we go next ? Implementation Team • Kevin O’Neill - Project Manager • Mairín O’Sullivan – Contact Centre Manager • Mick Rogers, Cathal Hickey – ICT • Trevor Dineen, Isabel Jones, Karen Higgins – PBW • Kathleen Desmond, Pauline Falvey - Motor Tax • Contact Centre Customer Advisors • BT Ireland • ABTRAN • Norcontel Contract Award • County Telephony Solution (VOIP) • Contact Centre Software and Hardware • Business Process Mapping & SLA’s • Scripting, Configuration and Integration • Knowledge base Software • Expertise in Contact Centres • MIS Reporting Staff Selection Customer Service focus was the primary requirement for selecting staff for the contact centre. What was the Business Case • Improve the service to the customer • How many calls do we answer? How many are abandoned ? What’s out first time resolution % ? • Contact centre a working solution elsewhere • Silo approach to customer service delivery – yet improved customer service is a corporate goal. • Hiring embargo – need high staff utilisation and cross skilling especially for the 80% routine calls. What was the Business Case • Looking for efficiencies in processes by doing BPI and using ICT ( front and back office functions ) • Need to free up back office staff to tackle the actual job (e.g. Process Applications, new bins etc) • Want to open up self service channels through ICT • Need to set SLA’s for each service area to allow measurement of service delivery What was the Business Case • Exisitng cost of telecommunications within the Council and lack of integrated telephony strategy • PABX’s at end of life • High cost of face to face contact & inconvenience • Need an integrated view of the Customer • Improve service & perception of service delivery • You can’t manage what you can’t measure. Challenges ? • Organisational Culture Shift • Technical Infrastructure • Collapsed Timescales • Perception of contact centres • Distrust of technology such as IVR • Not to develop an us and them culture • BPI and we’re a specialised area. How did we go about it ? ICT Strategy Customer CRM Centralised Enterprise Systems WAN Upgrade / Voice Over IP / Active Directory / Data Centre How did we go about it ? • Drew up a list of requirements that covered an integrated Contact Centre Management system (with ACD) Voice over IP for over 90 locations CRM with CTI Integration middle-wear for back office systems Consultancy & Mentoring skills in the setup and running of a Contact Centre • EU Tender with RFI and Request for Tender deadline in January 2005 • Contract Signed June 23rd 2005 with BT and Abtran • Start Small & bed in each service Technical Requirements • An integrated Voice over IP System with central management • Contact centre management software with skills based routing, A scalable integrated solution to cover Queue management and Automatic Call Distribution Contact Centre with ACD , • Multiple channels – Phone, SMS, Email, Web, Self Service • IVR and Speech RecognitionIPT, full links to electronic payments with • Full scripting engine and knowledge based CRM with screen pop CRM with CTI facilities through CTI and ability to customise rather than develop Integration platform for for back office systems • &Full integration middle wear platformback office integration • As far as practicable an out of the box solution The First Services • Pay By Weight South Cork – Live 12th September • Motor Tax Queries – Live 10th October • 8 Customer advisors in contact centre recruited for customer service focus internally. One Grade 5 Supervisor and a Contact Centre manger on contract from ABTRAN for Pilot Period. How has it gone so far ? • Overall very positive & Successful – on time, on budget, to specification with big buy in by user departments and big demand for it to be used for other services • Contract Signed June 23rd • IPT live in County Hall & Contact Centre 15th August (a little over 7 weeks for 350 users) • Contact Centre live 12th September ( a little over 11 weeks) with full scripting & integration to Pay By Weight. • Motor Tax live 10th October with full knowledge base driven CRM and are very happy Customer Advisors also deal with 1. E-mails for Pay by Weight and Motor Tax 2. Credit Card Payments for Pay by Weight 3. Mail Fulfilled for Motor Tax & PBW Analysis Jan-Sept 2006 Go Live Dates: Waste Management/Service Charges: 12th September 2005 Motor Taxation/Driver Licencing: 10th October 2005 Description Waste Management Motor Taxation Total Calls Offered * 31,849 84,777 Total Answered Calls* 30,205 81,898 Calls Abandoned 09:00 – 17:00 * 1,644 2,879 Out of Hours Calls Abandoned 1,013 2,053 Average Call Handling Time 1 min.22secs 1min.27secs Average Call Wait Time Average Call Wait Time 15 seconds 15 seconds Average Number of Daily Calls 180 480 We could never measure this before ! Analysis 2006 Annual Figures Waste Management/Service Charges 41,000 calls Motor Taxation/Driver Licencing 110,000 calls County Hall Incoming calls 600,000 calls Analysis Jan-Sept 2006 First Call Resolution Description Waste Management Motor Taxation First Call Resolution 74% 92% Description Waste Management Motor Taxation Service Requests Sent to Back Office 9,572 8,707 Service Requests as % of All Contacts 26% 8% Analysis Jan-Sept 2006 Non Call Activity Description Waste Management Motor Taxation Outbound Mail Sent 3,342 12,139 % Mail Sent vs Calls received 11% 15% e-Mails Received 1,717 802 Voicemails received 38 13 Description Waste Management Motor Taxation Busiest Time 11-11:30am 11am-12 Noon Quietest Time 1-2pm & 4-5pm 1-2pm & 4-5pm Analysis Jan-Sept 2006 Analysis Jan-Sept 2006 Analysis Jan-Sept 2006 New Process Introduction The future ? • Victim of Own Success ? • Continuous Analysis of Statistics • Lessons Learned after each process • React to Lessons Learned and Analysis • New Services and Future Expansion • HR Recruitment Process • Non Domestic Water Metering and Centralised Billing and Collection Questions and Answers ?