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Team tackles delays for customers
Friday September 12th 2008. Posted: 09:45
A My Customer Challenge Cup team from BT Retail - Hanging On the Telephone - has been pulling out all the stops to prevent BT customers being put on lengthy hold when they get through to billing and enquiries (B&E).
The team - comprising captain Phil Jackson, Kay Woolrich, Andy Nicholson, Helen Leek, Lee Evans and Claire Price - has used a previously untapped source of data to grapple with the on-hold problems in B&E and report back. Hanging On the Telephone is sponsored by general manager for B&E UK operations Nick Robinson and coached by Customer Service billing, enquiries and directories performance manager Luke Lakin. And, according to the team, being able to report back to senior managers and individual advisors to let them know where customers were on hold for an inappropriate or unnecessary amount of time is reaping great benefits. So far, since the project began, average on-hold times have been cut by over a third and the number of customers who cite on-hold as a reason for dissatisfaction has dropped by nearly half. What’s more, the volume of customers hanging up or being cut off has been reduced - saving the company £3,700 a month. This, in turn, directly reduces repeat calls and results in improved first contact resolution and better customer satisfaction. All of this is helping in Retail’s drive to be number one for customer service. The team says it still has more work to do to within B&E but has now also started to produce the first reports of this type for Consumer sales - with a view to making similar improvements there. As a result of its efforts, Hanging On the Telephone is through to next week’s My Customer Challenge Cup semi-finals.
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Last updated:
16:58