Failure demand, repeat contact, and customers being ‘handed off’ are all operational challenges that customer service departments face. Without the right operational rigour, and effective planning and controls, they can quickly impact the bottom line. Here at Capita, we deliver that operational efficiency and effectiveness through our tried and tested Operating Excellence Framework. We invest in practical, operational solutions - built from the contact centre floor up. Solutions that answer real problems for real customers, day in and day out. We consistently out-perform in-house teams because this is what we do and all we do, honed over 40 years in every major vertical.
Using our Operating Excellence Framework, we use the right tools and processes to tailor a more efficient customer service operation for you and your customers.
People: By using specific people coaching techniques we can drive improvements in call handling times and get it Right First Time (First Contact Resolution). Click here to read more about why our people are so important to our success.
Process & Technology: It may mean deploying our Lean Six Sigma Black Belts to drive out process improvements, or using innovative applications such as Wingman to schedule customer call backs and reduce repeat calls.
Quality: Of course, we back all this up with rigorous quality assurance. The robust Quality Assurance Cycle enables Capita to execute a high quality and compliant service. We focus on measuring the quality of our service against your requirements, to give you the confidence we are looking after your brand. Click here to see more detail about our regulatory compliance capabilities.
Queues of emails, complaints and administration tasks can become overwhelming and costly to deal with. This is why we have developed a tracking tool, which allows team managers to have a real-time view of their agents completing back office tasks. The tool enables the planning team to better distribute resource to work on back office tasks and they can scale up or down more effectively depending on the workload.
The result of all of this? Your customers see you responding to them faster, and smarter, than ever before. Your brand perception improves, complaints go down and ultimately you drive costs down too.
When Southern Water partnered with Capita six years ago, their industry regulated SIM (Service Incentive Mechanism) score was 3.7 – ranking them bottom among water utility providers with consequent financial penalties from Ofwat. Together, we implemented the levers of our operational excellence best practice. Now that score is 4.28 (4.16 for billing), and in the last Ofwat review their ranking had moved up 3 places.
81% of Southern Water calls are answered within 30 seconds and call abandonment has plummeted from 16% to 2.5%. A key reason for that success was our establishment of a CORE room to drive operational excellence - based on David Brailsford’s theory of marginal gains in multiple areas. As a joint team we collaborated in agreeing the measures and ideas to deliver a better customer experience. We transformed recruitment, re-wrote training material, instituted mentoring and a ‘buddy system’, and drove change back into the business via a ‘shift left’ approach to solving recurrent customer issues.
The Grand National is the Everest of peaks. When Capita Customer Management ramps up to help William Hill deal with the deluge of extra phone and online bets, it becomes the biggest, single concentrated burst of additional agent hours throughout the year. We bring in 225 extra agents for just one day, many of which are Capita call centre employees from other contract areas who work the day as overtime. External staff are also recruited specifically for this one shift. They all get lots of hours of dedicated inbound call centre training just around the Grand National. We also add an automated IVR to route Grand National bets directly to these teams and we ramp-up the customer services team too. A further 35 advisors help with the increased volume of password unlocks, debit and credit card charges, site navigation queries etc. On top of these numbers all permanent staff are also scheduled in on the day – no holidays, no days off. That’s fine because everyone who works on the unit understands this comes with the territory.
The 2017 Grand National was undoubtedly a success for both William Hill and Capita. Scott Platt, Head of Customer Service Operations for William Hill, said: “I am very proud of the great teamwork demonstrated by Capita and our internal centres. The level of collaboration was best in class and all teams were keenly focused on delivering the absolute best experience to our customers. Capita’s contribution to this year’s successful Aintree Festival was significant and they once again demonstrated a great understanding of our business and our passion for excellent customer service.”
Supporting start-up businesses, every step of the way
by Matt Bunn 30/07/2018
5 minute read