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Ringing up the benefits of improved contact centre management

Learn how Third Horizon helped a major water provider boost customer satisfaction and drive cost savings by transforming technology and processes at an overwhelmed, under-resourced call centre...

Background
What was the result of a major Australian utility’s inability to cope with the volume of calls to its contact centre? Unhappy customers that led to an increase in complaints – and even more calls to its contact centre.

With limited staff, the organisation was not only failing to meet customer expectations – it was incurring a significant increase in the cost of running the centre.

Third Horizon was engaged to identify key initiatives to improve call centre management

Our Role
We conducted a strategic examination of the complaints handling process, provisioning alternatives (such as after hours emergency and faults service only) and customer transaction operations.

After assessing the resource implications, benefits and issues of potential alternatives, we identified the following efficiencies and service improvements:

  • extending web self-serve capabilities and IVR (interactive voice response) to include more service options.
  • prioritising fault calls above service and general enquiries.
  • improving complaints tracking and introducing ‘customer call back’ to measure satisfaction.
  • Implementing a no staff contacts/enquiries’ policy to reduce call volume by about 5 per cent.

Results
A 20 per cent reduction in call volume was achieved, creating a cost saving of $1.3 million. Implementation of self-service integrated technology improved efficiency and customer satisfaction increased through enhanced complaints handling.

Additional information