Good afternoon all my name is Simon and I am currently one of the Technical Shift Managers here within the CSC. I have been at Plusnet for just over two years and have been given the responsibility of ensuring the quality of responses to our customers are as high as possible.
This is a follow on from Carols post made recently and I will be continuing to update you as often as possible. For your reference you can find Carols initial post at the following address:
http://community.plus.net/csc/2007/06/15/quality-of-customer-support/
We are continuing to work on all that Carol has posted and have implemented further strategies to asses quality and feedback to our analysts.
Mystery Shopping
This is a method that will be used to ensure our analysts are focused on certain areas as and when required. The current method of remote monitoring is working for when customers are calling real time but we cannot control what customers are calling about and if there is something we need to ensure is happening correctly then this method will be beneficial. An example of this would be to ensure we are giving the correct information following a product refresh where the questions the mystery shopper asks are based around the new products.
Further examples for possible calls are:
Diagnosing faults and giving updates
Email problems
Billing queries
This is not a comprehensive list but an example of a few instances where this will be used. We have example accounts that will be used when using this method and different scenarios will have different questions to be asked. All feedback will be given to the analyst and should help highlight any further training requirements in areas that need improvement.
Ticket feedback (piers)
Aswell as feedback from you our customers and us monitoring anlaysts responses we try to promote other feedback from piers. We ask for feedback not just on areas where the response could have been improved but also to highlight excellect responses and when customers give praise to individuals.
This is currently something that is done manually where will give feedback there and then but no record is kept although moving forward this will be something we will change. We will continue to give the real time feedback but we will collect these instances to help highlight possible areas for development and also those who are continually praised for their efforts.
Benchmarking quality
This in itself is something that is hard to enforce as all people will have different perspectives on what is quality and what isn't. To ensure that all the TSM's are looking for the same thing when remote monitoring we will be holding ongoing benchmarking meetings each month. Before this we will all review two tickets and calls individually without the others being able to see the results and then go through the results in the meeting to highlight any discrepencies. We will then provide feedback to each other to ensure we are giving the fairest results to all.
Quality in induction
We aim to enforce that we are consistantly looking for a high quality response to any contact made to us from the beginning and have installed a presentation all about quality into the induction for anyone coming into the support centre. We will also be going through examples of where someone has been monitored and marked for their quality to ensure that everyone coming into the CSC is aware of what we expect from them.
Monitoring the tickets returned
We also report on the amount of tickets returned by our customers to give us an insight of the amount of queries resolved first time. At the begining of this year we were looking at between 45%-50% of all tickets presented on a daily basis being returned tickets. We have done some real time analysis from the 1st of May until today and during this period we had an average of 37% of tickets presented daily being returned tickets from customers.
This is excellent news and further reinforces the fact that we are driving quality of responses to ensure where possible we can offer a first time fix and considering that during this time we have had a few problems with security and the weather inparticular creating more contacts this shows we are keeping on top of this.
We will always be looking for further areas in which we can improve our quality and provide information on what we have done and will be doing moving forward. I hope you find this interesting and will continue to provide updates in the future to keep you updated on what actions we are taking to maintain a high level of quality in our responses.
Quality of Customer Support followup