No Data – e.g. you sense there are certain trends to your customer base / call volumes / product popularity / staff behaviour but you have no way of capturing this data. We can assist in discussing the type of information that would be beneficial to collect and the structure or format that would provide the optimal benefit for analysing the results.

No Solution – you are not sure how to collect and store the data – we can assist in making these decisions and offer solutions that are cost and time efficient. For each type of solution –paper form, spreadsheet, database we can provide advice on the formats / options / lists required for the desired solution and develop this solution with you if required.

No Processes – you understand what to capture and where to put it but you need a consistent approach to defining and documenting processes to ensure the data is captured and input consistently, thereby reducing the number of data errors.

Case Study – Miscellaneous Calls - A clinical call centre had a requirement to understand the split between true clinical calls and miscellaneous calls. The automated call logging system could capture the length of call but it did not ascertain if the call was clinical or miscellaneous – e.g. member services call, claims call.

We designed a data capture form to document the time and date of call, if the call was clinical or miscellaneous and specific details about the nature of the call. This was then analysed with the call logging reports to correlate the calls with the length of call. We designed an Access database to capture the information and to enable the information to be analysed.

The analysis performed showed that the miscellaneous calls generally were received during office hours, clinical calls were significantly longer. It also indicated that a certain group of people contact the call centre with queries that were not relevant to a clinical helpline. Discussions with the operational managers revealed that this customer group had received fridge magnets with the clinical helpline phone number and the conclusion was agreed that they were using this as the general contact number.

Consequently new fridge magnets were produced detailing the clinical helpline and the general helpline numbers.

The number of non-relevant miscellaneous calls noticeably reduced following this change in process.