Regenersis Turning Around Technology Welcome to Huntingdon

Regenersis Huntingdon

Huntingdon Contact Centre Contact Centre 480m2

The CIC operation at Huntingdon consists of 47 x 1 st line agents – 8 x 2 nd level agents – 2 x technical support agents – 4 x Supervisors – 1 x Manager Agents are split into specialised product categories to ensure a solid knowledge base with regular monthly technical and procedure tests to identify any training requirements. There is also a cross-training programme to maximise effectiveness during periods of high call volume or holiday/sickness. The CIC operation at Huntingdon consists of 47 x 1 st line agents – 8 x 2 nd level agents – 2 x technical support agents – 4 x Supervisors – 1 x Manager Agents are split into specialised product categories to ensure a solid knowledge base with regular monthly technical and procedure tests to identify any training requirements. There is also a cross-training programme to maximise effectiveness during periods of high call volume or holiday/sickness. Huntingdon Contact Centre

Huntingdon CIC Key Facts Handling over 40,000 customer contacts monthly Supporting customers via phone, , white mail and web-chat. All Primary KPI targets consistently met and exceeded A minimum of 30% of customers are put through to an after call survey Currently, over 80% of customers surveyed either are likely or very likely to recommend to friends or family (NPS score over 80% every month since February 2011) Over 70% of customers surveyed state that their query was resolved during the call, with 80% of customers stating that this is the 1 st time they have called 96% of customers surveyed state that the agent’s attitude and willingness was either good or very good.

Investing in the Future Regenersis have recently invested in new call centre technology, enhancing our capacity and providing best in class solutions…

CIC Performance Month CriteriaStats March Offered23959 Abandoned320 Answered23639 Answered Target 95 %98.66% SLA target 80% Ans in 20seconds88.83% April Offered25863 Abandoned643 Answered25220 Answered Target 95 %97.51% SLA target 80% Ans in 20seconds80.90% May Offered25172 Abandoned442 Answered24730 Answered Target 95 %98.2% SLA target 80% Ans in 20seconds84.5%

CIC Performance  Service level has consistently been above target (80%) since September 2010  Call Answer Rate is consistently above target (95%)  Query resolved consistently above 70%  Over 80% of customers are either likely or very likely to recommend after dealing with the team.

To maximise the effectiveness of Quality Assurance, monitoring data is merged from the CTI system and the results from an automated post call customer survey, together with analysis of individual calls, s and Live Chats to generate individual agents scorecards. Training is geared to pushing all agents to the level of the best practice agents. The scorecard tool has been developed to include feedback on No Fault Found repair quantities for each agent to drive up their troubleshooting skills and so minimise unnecessary repair jobs. Balance Scorecard Score Sub KPIWk 39Wk 40Wk 41Wk 42Wk 43Wk 44Wk 45Wk 46Wk 47Wk 48 % Survey8.08%21.74%22.78%28.93%26.97%21.23%18.92%13.99%12.77%16.84% Attitude and willingness to help? Average of Issue solved? Average of Knowledge & ability of agent Average of Recommend LG? QA Scorecard - Customer Service Skills QA Scorecard - Police and Procedure QA Scorecard - Technical QA Scorecard - System Knowledge Quizz Result VOC Logged Product Explanation Av Hold Time00:01:2600:01:1800:01:1100:01:0800:01:3900:01:2500:01:3500:01:4100:01:0600:01:43 Av Talk Time00:03:3300:03:5800:04:0100:04:0500:04:3200:04:1700:04:3200:04:2800:04:3300:04:43 Quarterly Test QA Programme- Individual score cards

Huntingdon CIC Number 1 in Technology Sector ! In the attached the LGEUK score is 70%, with Sony at 61%, Samsung at 45%, Nokia at 45%, Acer at 45%, Dell at 45% - APPLE at only 56%.

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