Motability Operations Awards Case Study 2012: Insight and collaboration transform service

Insight and collaboration transform service

Click to see the full Case Study, Conference Presentation and the Site Visit Agenda

Discover how a focus on the customer helped support teams open new approaches to call analysis, forecasting and MI that manage volatile demand and raise satisfaction.

Immense cultural transformation put the integrated support team in the spotlight. Quality scores are combined with new call logging data to steer both performance and process changes. Inbound calls are down 8% vs forecast, handling time is down 60 seconds and FCR is up to 89%. This data also deepens forecasting insight, reducing the chance of operational ‘shocks’ arising from demand volatility. Data is used to empower advisors and the close link between communications and MI has helped create many new ways of presenting information, using the Forum’s MI Maturity Model to improve all four dimensions. Customer focus and employee engagement scores are 21% and 16% above benchmark for high performing organisations.

Site Visit on 4th July in Bristol 
Second date added due to popularity - 27th September

10:00 - 10:15 Arrivals and Welcome – Tea and Coffee
10:15 - 11:00

Project overview focussing on key results and the background and catalyst for this Innovation 

11:00 - 11:15 Brief site tour
11:15 - 12:45 Breakout groups rotating through each of the session:
  1. Listening to calls and see how agents handle calls.
  2. Meet the Team Leaders and Team Coaches and discuss how they manage quality through the Trinity Model.
  3. Time with the compliance MI and Communication manager and Forecasting and Resource Planning Specialist around Shock Proof Forecasting. 
12:45 - 13:30 Networking Lunch
13:30 - 14:15

Discussion group – your chance to discuss the case study with those who implemented the ideas and discuss how you could introduce similar ideas in your organisation.

14:15 - 15:30

Networking discussion – open round table discussion around current thoughts and challenges.

15:30 - 15:45 Final Q&A plus next steps


  • Customer focus and employee engagement scores 21% and 16% above benchmark for high performing organisations
  • Customer Satisfaction Index up from 93% to 96%
  • Second place in Top 50 Awards 2010, on first year of participation
  • Inbound call volume down 8% versus forecast
  • AHT down by 60 secondsn
  • Proportion of calls logged up from 77% to 93%
Take a look at these articles, videos and links
2012 Winners & Case Studies
Case studies on customer experience and quality
Editor’s choice: Top Ten Articles for July/August 2012
People build success: the most engaged people have the happiest customers!
Planning Structures
Resources for Operational Performance Professionals
See the latest articles on Forecasting
See the latest articles on Public Service Transformation
See the latest articles on Scheduling


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