2021-02-09 Services & Organisation Committee Meeting Agenda

 SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                      9 FEBRUARY 2021


BRANCH ACTIVITIES                     RECENT ACHIEVEMENTS                              CURRENT PRIORITIES                           THE NEXT QUARTER
                                       Combined Service Meetings ongoing,             Investigate opportunities to improve       Improve performance recording
                                         additional meetings on hold due to COVID-        how customer services are delivered          and reporting.
                                         19.                                              e.g. location of CS services and
                                                                                          analyzing request and call clusters.
New phone call system incl. On line      Implemented Skype integration into           Look for reporting improvements.             Investigate post call survey
Chat and Snap Send Solve requests.         Purecloud.                                   Moving from Skype to Microsoft                 options including as part of email
                                         Implemented rostering into Purecloud.          Teams.                                         replies.
                                                                                                                                       Create training guides.
Customer Service Charter and review      Worked with Noosability team to identify       Continue to work with Noosability          Continue to work with the
of the management of customer              and resolve bugs and issues with CiA             team to identify and resolve bugs and        Noosability team to improve
requests.                                                                                   issues with CiA.                             internal functionality of CiA.
Business as Usual activities             Staff departures and recruitment ongoing.      Peak period due to Rates.                  Continue to work with operational
                                         Q2 Call statistics:                            Issuing of Animal renewals pending.          areas re: customer requests.
                                           -   Calls offered - 12,645 or average 211      Training and development priority.
                                               calls per day.
                                           -   Average Speed of Answer - 36 secs
                                           -   Average Handle time - 4 mins 36 secs.




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