Organizations spend millions on the mismanagement of citizens

A Telephone Service Measurement (Telefonservicemåling™) gives you a unique understanding of how, simultaneously, you can reduce the organisation’s time spent on telephone calls, while improving citizens’ service experience. An essential prerequisite is that all employees provide an active service (AKTIV service™), when the employee requested is absent or busy. Furthermore, it is - of course - of utmost importance that all citizens can get through to you. More than 20 years experience with measurements shows that organizations who work in this field, typically receive 15 phone calls for every 10 citizen enquiries they address. It may, in addition to wasted resources, also mean bad publicity and loss of image.

What do you get out of it?

A Telephone Service Measurement includes the service levels throughout the organization and among all employees and not, for example, only one central switchboard. The survey focuses on the citizen's path to the right employee and your ability to handle incoming phone calls reliably and efficiently. It provides you with vital information when the time comes to produce a telephone policy or stay focused. Our subsequent analysis examines your service culture and provides, inter alia, specific answers on how best to reduce the number of expensive repeat calls. In short, you could give citizens a better service experience, while simultaneously saving money.

Telephone Service Measurement - How?

The measurement is conducted by us calling your organization through the switchboard and direct to employee numbers. When we get through, we either ask a question or request to speak to a randomly selected employee. Many things occur during a call, all of which indicate which service culture exists within the organization. Throughout we note what happens. Once we have analysed the results, a written report is made with the findings, comments and recommendations. The report provides separate results for individual departments. This allows variations in telephone culture to be identified and makes the subsequent work in the respective units easier. The report also contains a unique KPI for your current service culture. This figure makes it possible to follow development in your own service culture and benchmark in comparison to other relevant organizations.

Where to go from here …

If we should we assist you further, let us implement a number of test calls, so we can assess your service level and discover untapped potential.