Contact Centre Strategy

Company Mission Statement

The Company will deliver shareholder and customer value by providing leading edge, global, integrated mail and document management solutions for organisations of all sizes.

CCC Objective

Develop best in class processes and organisational structure to provide best service to external and internal customers at minimum cost.

Ensure the customer's experience with the contact centre leaves with them the desire that the telephone is their preferred mode of contact for non-automated services.

What

• By reducing customer response times
• By getting it right first time and every time
• By resolving calls live first time
• By exceeding customer expectations
• By improving and developing our people

How

• Through redefined job role descriptions, dimensions and competencies
• Supported by a new organisational structure to focus on people and customer service
• Enabled through leading edge technology
• Enabled by benchmark quality evaluation methodologies and processes
• Measured by quantitative and qualitative key performance measures

Objective:  Identify Key Behaviours and Attitudes for the Customer Contact Centre.

NB. Not covering Activity and Process, which is part of the Customer Strategy.

1. The following should be noted:
   
   Behaviour + Skill * Attitude = Success
   
   I.e. Attitude is an accelerator which has considerable impact
    
2. Viewed the Company Vision:
   
   The Company will deliver shareholder and customer value by providing leading edge, global, integrated mail and document management solutions for organisations of all sizes.
    
3. Established what this means for the Customer Contact Centre in terms of culture:

• How deal with Customers
• How operate relationships outside the Customer Contact Centre
• What quality will look and sound like
• How the Customer Contact Centre teams will operate
• How to ensure Continuous Change for Improvement
• How recognition fits in

To Consider:

• Company Brand
• All customers treated consistently
• Customers feel valued
• Customers feel they have been dealt with fairly and reasonably
• Customer Contact Centre agents always thinking customer
• Customer Contact Centre want recognition and to feel wanted as part of Customer Contact Centre

Customer

What Company wants to see

• Expectations exceeded
• Accountability
• Consistently
• Needs anticipated
• Right first time
• Give Customer fantastic Company experience

Behaviours required

• Maintain and enhance self-esteem
• Smile - tone of voice
• Customer involved
• Friendly Helpful
• Talking customer through the processAsking questions
• Checking understandingEmpathy
• Effective listening
• Showing understanding

Attitude required

• Completer/Finisher
• Ownership of follow-up
• Convey to customer you will own the problem
• Motivational Fit
• Go the extra mile
• Coaching
• Thinking customer all the time
• Realise the customer has rationale, thoughts and feelings

Established that we need to deliver the Lead Key Principles - summary of these is attached.  In brief they are:

1. Listen and respond with Empathy
2. Maintain and Enhance Self-Esteem
3. Share Thoughts, Feelings and Rationale
4. Ask for help and involvement
5. Offer support without removing responsibility

Relationships

• Established that internal customers and suppliers must be treated in the same way as external customers
• Attributes must be the same
• Advisors need to have a pro-active attitude and build understanding in other areas of what the Customer Contact Centre is about.

Team

What Company wants to see

• Team spirit
• No animosity
• Supportive
• Sharing of ideas
• Wanting to be part of a team
• No silos or cliques
• Feeling of belonging
• Good leadership
• Communication
• Common Goal

Behaviours required

• Adaptive
• Key principles
• Respect
• Diversity
• Talk and listen to each other
• Willing to help
• Ask for help
• Ethical
• Give Feedback
• Ask for feedback
• Have fun
• Laugh

Attitude required

• Respect
• Diversity
• Pride in the team
• Committed to doing a good job i.e. not logging off 5 mins early
• Wanting team to succeed
• Integrity
• Responsibility

Continuous Improvement

What Company wants to see
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