Following scoping with the project sponsor and key stakeholders, diagnostic work was carried out. This revealed that less than 70% of jobs were actually booked by the Contact Centre at first call for a variety of reasons. RFT % was being measured in three different ways leading to confusion, but whichever figure was used, RFT completion was somewhere between 80 and 93%.
The redesigned process enabled operatives to complete everything ‘additional’ on tablets once at the property e.g. book new jobs, follow-on visits, ordering materials. Changes to Contact Centre processes eliminated hand-offs to Co-ordinators, and created greater availability of appointments. Revisions of definitions e.g.’emergency’, etc. means that fewer call need to be attended out-of-hours but can completed in the normal working day.