September 2013 - Bron Afon
September 2013 - Bron Afon
September 2013 - Bron Afon
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BRON AFON COMMUNITY HOUSING BOARD<br />
26 th <strong>September</strong> <strong>2013</strong><br />
CUSTOMER SERVICE ON THE HELPDESK<br />
Cath Stenson, Head of Inclusion and Support<br />
Cath.stenson@bronafon.org.uk<br />
(01633) 620373<br />
1 Introduction<br />
1.1 The need for a prompt and significant improvement in call answering times<br />
and the rate of abandoned calls across both the General and Repairs<br />
Helpdesks has been an issue for some time and we have been working to find<br />
solutions. The recent closure of Area offices has assisted by adding<br />
resources at key peak times. This is the first of a series of monthly reports to<br />
the Board which will set out:<br />
• Current performance for the month against target<br />
• Customer satisfaction information<br />
• Changes being implemented across the Helpdesks in order to improve<br />
customer service<br />
1.2 Service improvement in this area is key to us delivering and developing our<br />
customer services approach as set out in the Board report presented in April<br />
around developing Inclusion and Support services. We need to continue to<br />
develop effective ways for our customers to contact us and improved<br />
Helpdesk service is key to that wider objective.<br />
2 Background<br />
2.1 In July <strong>2013</strong> the Board agreed that the people and financial resources<br />
released by the closure of the Area Offices should be invested in<br />
strengthening customer service for all our tenants. The 6 existing staff were<br />
subsequently redeployed to the Helpdesk after the offices closed and 3<br />
additional full time equivalent Community Housing Advisor (CHA) posts have<br />
been created within the Helpdesk team funded by the saving of £73,000.<br />
2.2 We are using July <strong>2013</strong> as our baseline position against which to measure<br />
improvement. Our reasoning for this is that the Area Offices closed on 9<br />
August and the redeployed staff started on the Helpdesk on 12 August. The 3<br />
new CHAs joined the team on 19 August and we expect to demonstrate an<br />
immediate improvement in speed of answer and abandonment rates from this<br />
point.<br />
3 Action required by the Board<br />
3.1 The Board is asked to consider the improvements achieved in Helpdesk<br />
performance during August and to note the improvement targets set for<br />
<strong>September</strong>.<br />
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