2007 Winners and Case Studies
As the public sector jumped ahead to seize top prize in the 2007 Innovation Awards, success was celebrated by four contact centres who demonstrated exceptional improvements in making their organisations a better place to work and to contact. The Awards were presented to Salford City Council, The AA, Abtran and Royal & Sun Alliance at Contact Centre Planning 2007, the 6th annual conference of the Professional Planning Forum on 25th April in Dublin.
Take a look at these articles, videos and links
The prestigious Contact Centre Innovation of the Year Award
2007 was presented to the Salford City Council
for a ‘Think Customer’ approach which has delivered new services built on a completely new concept of developing what the customer needs, at first point of contact, on behalf of a wide range of local public service providers such as the fire, health and police authorities.
"Making life easier for customers, who currently need to make repeated or unnecessary calls, is the key challenge which call centres need to start addressing over the coming year" comments Paul Smedley, Executive Director of the Professional Planning Forum, the Award’s organisers. "Many in the call centre industry consider that local government is still new to contact centres, but they were the largest single type of centre in our most recent benchmark survey and this award, which was a unanimous decision of the judging panel, shows that in some areas the public sector is now leading the way".
"The contact centre is the central hub to enable people to come together and understand all the services", explains John Tanner, Head of Customer Services. '"Our partner agencies are willing to talk to each other, break down barriers and do something different". As Julie Bond from Children’s services confirmed, "The call centre was absolutely brilliant – we realized that we could now use it for far reaching things."
The ‘Think Customer’ approach, together with an in-house built CRM system and rapid growth in staffing numbers to 100+, required a rapid maturing of the centre itself. Many new services were taken on and initiatives launched, which included flexible working, Telly Talk video links and a Training Academy to develop out-of work citizens for potential employment. One new service has had a direct impact in preventing fire deaths, with 40 fewer fires and injuries down 30%. Another service prevented the need for 8,000 unnecessary calls by bereaved citizens. A small specialist service provided by the call centre has now led to 15 people completing drug or alcohol treatment.
The award was presented at Call Centre Planning 2007, the Professional Planning Forum’s sixth annual conference in Dublin on 25th April. Over 250 industry specialists gathered for the two-day conference at which all the award winners presented their achievements and the latest benchmark survey results were presented.
The Resource Planning Innovation Award
went to the AA
for delivering a £12m saving while improving revenue and service. Project Sakura created focus and efficiency by thoroughly reviewing resource effectiveness while re-structuring the planning function, which almost halved in size. Initiatives included cross-skilling, teleworking, split shifts, shrinkage re-alignment and performance management.
The Workforce Management Innovation Award
was presented toAbtran
, an outsourcer based in Cork, Ireland, for an implementation that drove change across the entire business, halving sickness and reducing attrition by 80%. Using a hosted TotalView system from QPC, the implementation spurred every member of staff to use their time more effectively – form agent to site director – with new ways of allocating holidays, reporting on performance, managing real time and giving live financial updates to key stakeholders.
The Employee Engagement Innovation Award
was won by Royal & Sun Alliance
for their ‘Great Place to Work’ initiative. Involving champions in listening to employees and being seen to act created a workplace where sales rose 240% and attrition reduced 47%. The programme involved local champions in finding out what colleagues want, organizing to make things happen and communicating progress. Building on planning and performance management successes that had made RSA previous award winners, initiatives included visible wins in the workplace environment, a major salary uplift for high performers, flexible working options that included holiday buy-back and new work challenge and personal development programmes.
"These centres are demonstrating that they are ‘Fit for Success', the theme of this year’s conference", concludes Paul Smedley, Executive Director of the Professional Planning Forum. "We offer these Innovation Awards because we want to show the huge progress that is being made in call centres to improve the experience of both the customer and the employee – and to demonstrate that research and planning analysts are often critical to making these improvements happen."
Take a look at these articles, videos and links