Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

Published on 25 April 2016

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

See the full Case Study

A strong cultural identity, built around professionalism in service delivery, has transformed the back office at Geoban, in the face of complex challenges from consolidating diverse banking brands and an industrywide explosion in PPI claims. This is underpinned by Quality, Control & Productivity (the ‘triangle’) and a new central Command Centre, which brings together planning & insight functions. New approaches to planning & insight are supporting a culture of collaboration, improving end-to-end customer journeys. Customer journey times are down a third in mortgage validations, ‘straight through processing’ is now c80% and service level breaches are almost eliminated for Subject Access Requests (SARS), despite a 32% surge in volume.

Key Results

  • 98% reduction in SARS regulatory breaches in spite of 32% increase in demand in 2015
  • 1 day (33%) reduction in customer journey for TD Validations
  • 50% improvement in TD Validations experiencing the optimum customer journey. Straight-through processing up from 50% to 78%
Comments (0)Number of views (1210)

Author:

Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

Tags:

Print