National Contact Centre Blueprint - what good should look like

the challenge

The ultimate goal - whether delivering good, bad or no news - was for the customer to have a lasting positive impression about the overall service.

the results

• Common language across the group
• Seven cultural values created that represent the attitude that stakeholders want in the National Contact Centre
• Benchmark for current and future outsourced relationships - clear Service and Cultural performance measures, instead of operational
• A plan that should realise the benefit within 18 months and deliver Right First Time target by 2018

implementation

Activity involved establishing a vision for getting the service and the answer Right First Time - to deliver a better, quicker, more decisive customer experience, with the long term goal of -

• Reducing contact
• Lowering costs
• Controlling failure demand

differentiator

• Engagement with the Head of Customer Contact Strategy, and other key stakeholders in order to establish an approach for delivering three distinct options for moving forward
• All encompassing blueprint that integrated basic and differentiated values into people, process, technology and environment workstreams