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It is an essential part of ongoing improvement that we listen to customer feedback, and at the same time, work internally to identify and improve the service delivered to our customers.
Whilst the ongoing development of our business transformation program will deliver change and improvements to key elements of our performance, with our position within the highly competitive energy market, it is essential that we act and respond to customer feedback.
During this period of ongoing change within our business we have seen a reduction on the percentage of customer calls answered within our target of 30 seconds. Although still meeting our regulatory requirements increased support has focussed on coaching and development as well as first call resolution, reflected in the drop in Ombudsman complaints during this period.
To help capture this feedback and to support our front line Contact Centre teams, we have implemented a specialist group to respond immediately to escalated customer issues. This process has been built on the learning of our successful Solution Plus program, and identified that, not only did we need an immediate escalation point within the Contact Centres, we also needed a team assisting with general queries and not just with escalated complaints.
Specialist teams are built from a core number of experienced staff with support from a rotating roster of our Contact Centre team leaders. Our complaint handling process remains focussed on first call resolution to keep the process accessible and effective for all customers. Where possible, complaints are resolved over the telephone and it is our aim that only on rare occasions will customers require to put the complaint in writing.
This process has contributed to a drop in the number of complaints escalated to the Ombudsman. At the same time applying first call resolutions skills through our specialist teams enabled 4,439 customers to have their issues resolved quickly and effectively.
AGL continues to make training of our call centre staff a priority. We have implemented a revised customer excellence program that uses internal call coaching, as well as external review of the customer experience over the telephone. This data is reported quarterly and has highlighted consistent areas of development across all centres with the closure and confirmation of actions at the end of the call. Clearly confirming the outcomes and actions when closing the call will help ensure that there is a clear understanding with the customer as to the next steps. This in turns reduces uncertainty and customers calling back when issues are not resolved as expected.
Further developments will expand the customer excellence program across the Customer Advocacy and Staying Connected teams enabling the development of an effective complaint handling process. |  |
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