The Student Loans Company Awards Case Study 2011: Understanding demand to tackle peaks

See how planning for peak demand used cross skilling, outbound and contact reduction to create an integrated plan across front & back office that grew customer satisfaction by 31%.

Learn how the Student Loans Company (SLC) bounced back from well-publicised problems, overcoming significant challenges to answer 38% more calls in 2010, cutting abandons by 53%.  Securing substantial extra funding was vital and understanding the true demand drivers was critical to planning differently.  Cross-functional planning for front and back office led to cross training and flexibility.  An outbound team assisted customers in dealing with their applications.  The 'Excel' cultural change programme gave agents the tools to engage with customers and involved everyone in resolving customer issues.  There was better communication both internally and with the outsourcer and 84% more applications were processed to approval by end October.

Key results include:
  • 38% more calls answered
  • Abandoned calls down 53%
  • Overall customer satisfaction up 31%, from 55% to 72%
  • 83.6% increase in applications processed to approval by end of October
  • Password reset calls reduced from 17.8% to 9.1% for April applications peak
  • Overall AHT down 5.2%
  • Network terminations reduced by 98.4%

Click here to read the full case study


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