Speech Analytics Consultancy

In order to achieve one of the objectives set by Westminster City Council as well as improving and modernising its services, CWH setup a Customer Service Centre.

This handles all customers, residents, leaseholders and service providers housing queries either by telephone, email or online.

CWH Customer Service Centre serves as a first point of contact for customers, residents, leaseholders and service providers with the majority of communication being handled with customers over the telephone.

The CSC receives and estimated 21,000 calls and 3000 email and portal enquiries covering a variety of issues.

Current key measures of success of the CSC include: - 70% of calls handled in 30 seconds - 90% of calls handled - AWT - Emails resolved in 48 hours Customer Satisfaction 80% These current measures largely focus on speed and quantity.

Although it is widely accepted in the contact centre industry that these measures have a place in understanding the efficiency and effectiveness of a contact centre, to truly understand how successful the contact centre is performing it is necessary to measure other key factors such as employee engagement, call quality and customer satisfaction.

A review of current processes within the CSC reveal an inability to effectively identify, trend and deal with service failures as there is currently no process for measuring customer satisfaction or indeed no CRM system to effectively manage the customer journey. ..

There is currently an inability for CSC operations management to gain real insight into the levels of customer engagement, customer journey and service failures in order to help with coaching and improving service delivered to customers interacting with the CSC.

There is a lack strong reporting tools to enable filtering of data/ customer comments based on various parameters to help deliver improved business insight, change and service improvements as well as aid with coaching.

It is vital that we understand the drivers for customer contact coming into the contact centre, across channels.

The current contact centre technology does not allow for this to happen and a separate project is underway to replace the current contact centre technology.

In the short term it is recommended that we procure on a consultancy basis a speech analytics deployment - reviewing the existing recording of calls in the contact.