Improving Take Up on the Telephone Channel Part II ©2010 GovMetric

Monitoring Progress GovMetric recommends a 5% Minimum Take Up Sample Average take up rates on the telephone are around 10% but some customers regularly achieve in excess of 40% If you are able to identify outbound calls to the GovMetric number keep tabs on this. If the rate gets too high (above 30%) you may need to be doing more to encourage customers to participate. {Number of calls transferred to Govmetric IVR LESS Number of Customer Responses = DROP OUT RATE} Setting targets can be a good way to (re)launch GovMetric OR help to maintain consistent levels of take up. Gauge the level at which to target carefully:- take into account drop out rates even if you are using the invitational approach. Quality Control will become an issue on the telephone if you allow CSAs to “cherry pick” who they transfer to GovMetric. Ensure you have standards about encouraging all types of feedback

Staff Engagement

Maintaining Momentum The key is to keep GovMetric ‘top of mind’. Regularly ask “How is GovMetric going?”, to your teams and to yourself! Getting staff INVOLVED (NOT JUST TAKING PART) in the process will encourage them to take INTEREST in the results, feel some RESPONSIBILITY for their role and feel VALUED in what they do. If it doesn’t already exist think about ways you can change the culture of your teams to shift towards a CUSTOMER focus. Ask managers and other stakeholders to demonstrate their interest and to stress the importance of gathering customer satisfaction by asking them to engage with staff. This will reiterate that GovMetric is being paid attention throughout the organisation. Create some future milestones with the team. Revisit them regularly and set new ones to replace those you have achieved. Celebrate your success. When staff have achieved high volume levels have a mini celebration and if possible reward staff in some way to acknowledge them and their hard work. Some organisations find it helpful to have a Govmetric “event “a few times a year to raise awareness and make people feel good about using the service. GovMetric offer a range of promotional items to help out with this – pens, mousemats, keyrings, mugs etc

Monitor Your Take Up It’s important to monitor your customer take-up rates regularly- 5% minimum recommended. If your take-up dips, act quickly: Check data has been sent and is appearing in reports as expected Check that staff are still engaged and positive Think about refreshing your scripts/ customer messages Review the messages – are they clear? Do they reflect your customers motivations? Longer term - repeat customers may need to emphasise the need for ongoing monitoring

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