Customer service targets
As part of our customer service policies and procedures we place targets on certain areas of our service that we deliver to you. These targets are adjusted yearly to make sure that we are continually providing the best customer experience possible. The areas that we target our front line staff on are below:
Customer satisfaction survey
On a monthly basis the customer satisfaction surveys are reviewed and all that have a satisfied outcome are grouped together. The target we set is to acheive an 85% satisfaction rate over the year. As of the 4/10/16 we are at 87%
We strive to answer 80% of all of our inbound calls within 20 seconds. So far this year (2016) we have answered 88% of all calls within 20 seconds and are above target.
As a small contact centre, unanswered (lost) calls are inevitable, however we have set targets to ensure that we are losing as few calls as possible. To ensure that we are answering our calls, we regularly monitor our lost call rate and the busiest times of day. We then have more staff answering calls when we expect to be busy.
We have set our target for lost calls at 10%. This means that of all the calls we receive, we aim to lose no more than 10%. So far this year (November 2016), our lost call rate was 7%, so we are losing fewer calls than anticipated.
As well as our own internal targets we also have targets set out by our co-funder, the European Commission. These relate to the amount of contacts we receive and the amount of cases we handle within our network. These figures increase every year as we see a steady rise in the use of the ECC-Net. We deal with 3 types of contacts, Information Requests, Simple Complaints and Trader Cases.
- An Information Request is any consumer who contacts us to get advice, regardless of where they, or the trader are based.
- A Simple Complaint is where a consumer who lives in the UK contacts us for advice or assistance aganst a trader based elsewhere in the EU.
- A Trader Case is where we receive a complaint against a UK trader from one of our counterpart offices from the ECC-Net.
In 2016 we said we would handle 4606 Information Requests. So far (November 2016) we have handled 5069.
In 2016 we said we would handle 4820 Simple Complaints. So far (November 2016) we have handled 3273
In 2016 we said we would handle 1260 Trader Cases. So far (November 2016) we have handled 1245
Other quality monitoring
As well as numerical targets we also have quality monitoring on the calls and cases we work on. The supervisory team will look at all aspects of the customer service, call structure, Data gathering and legal advice. This is then discussed to outline areas for improvement or commend good work.