Bridgend County Council (BCC) – Adult Services – Common Access Point
BCC wanted to review their customer Service offering through their Common Access Point (CAP). Due to the increasing number of older and vulnerable clients calling in via phone, BCC wanted to ensure that they could continue to deliver the support and give their clients a great customer service experience.
Our methodology was to establish their existing customer journey to fully understand what service they were offering at that moment. Also, to understand why their new and existing clients called to see if there were opportunities we could establish to further support and improve their experience. We also established any barriers to providing a people centric customer service, such as the processes the call takers needed to complete, where they were handed off, why they were handed off, what happened once they were handed off, what were the outcomes. We also established skills gaps throughout the end-to-end process.
We delivered a very detailed business analysis report that included a full end to end CAP process map. This enabled BCC to understand all the steps being taken and to help to identify unnecessary steps that could be removed which then shortened the in-call handling time as well as the off-call processing time.
We delivered a contact centre resourcing plan including call arrival data, that helped to establish resourcing peaks and pinch points, and how to optimise resourcing time for off call admin processing. We were also able to recommend opening hours based on our analysis which supported their drive to be more available for clients.
We made recommendations on delivering and enhancing customer service skills throughout the end-to-end customer journey and delivered training in support of our recommendations. This was also supported by a recommended organisation chart identifying new roles and replaying others to support the new recommendations and enhancements.
With our experience in the contact centre industry, we were also able to benchmark the service offering against other similar contact centres and provided detailed recommendations on enhancing the service through the implementation of technology both tactically and strategically.
We also analysed their existing MI reporting platform to establish what was being used by management, what was on offer, was it fit for purpose, what KPIs were being used, what KPIs should be used, and benchmarked against both private and public sectors.
The outcome of our support to BCC was that many of our recommendations were taken on and we were delighted to be able to deliver value add training in support of their drive to deliver great customer service. They fed back that our report was one of the most detailed they had ever received from a consultancy, and that our training was well received and enjoyed. References for our work from BCC are available upon request.
