When Consignia (as the Post Office has renamed itself) began rolling out a £1bn automation project to its 18,000 post offices in the UK, its IT team recognised it also needed to overhaul the infrastructure supporting Consignia staff so they could access the latest information on procedures relating to the 170 or so different products and services the organisation supplies.
With assistance from consultancy Tertio, Consignia implemented a helpline-based solution which connects its staff to one of two call centres where some 370 agents have access to a regularly updated database of operational information controlled by Consignia's customer management team.
The 18,000 calls the two centres receive each week are managed through a CRM system based on software from Remedy - which controls all interactions and workflows with callers - linked to a Web-enabled knowledge management solution from Broadbase.
"The system delivers an impressive 75% first-time resolution rate of customer queries across an incredibly wide range of subjects," says Jeremy Edwards, head of service development at Consignia. "Quite simply it has revolutionised the way we deal with customer support."
New or complex queries that can't be resolved immediately are passed to a second line of advisers or to specialist problem-solvers. Once queries have been researched and resolved, they are added to the knowledge base. Consignia can also analyse incidents to eradicate the root cause of problems and drive down running costs still further.
The Bottom Line: 75% of queries resolved on first call
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