As the move towards the electrification of road transport accelerates, so too does the rapid development of the nationwide EV charging infrastructure. However, unlike most newly developing business sectors, the world of electric vehicle charging is taking shape under a significant amount of regulatory guidance and expectation. This doesn’t just extend to planning concerns about the physical appearance and location of chargers, but also how they work and the experience of their customers.

The regulations in place are designed to ensure a whole series of goals including: 99% charge point reliability; physical accessibility and inclusiveness for users; ease of contactless payments; pricing transparency; and the growth of payment roaming providers, which offer the ability to access multiple competing networks from a single app.

“Ultimately, charging your EV should be easier, cheaper and more convenient than refueling a petrol or diesel car, wherever you live” Secretary of State, Department for Business, Energy and Industrial Strategy.

What about customer service?

The Public Charge Point regulations also provide very specific and demanding expectations about how the network operators provide contact centre customer service support. Charge Point Operators (CPOs) are legally required to provide a Helpline service accessible from a freephone number. The helpline must be staffed (presumably by real people, not hallucinatory bots) 24 hours a day, 365 days a year.

Starting this summer, CPOs will need to provide monthly reports of their customer service helpline performance, both to their regulating department in government, the Office for Zero Emission Vehicles (OZEV), and the Secretary of State at the Business department.

The reports are detailed, too. They will cover:

• total number of calls the helpline received
• reasons for the helpline calls*
• time taken to resolve the helpline call
• if the issue was not resolved by the reporting date, the reason why

*regulators often seem to think all customer contact is by the phone, still …

Naturally, there are enforcement powers which include a series of fines, including up to £10,000 for Helpline failings. But more significantly, if CPOs fail in their various obligations, they can be hit by a block on any further expansions of their networks.

A massive growth opportunity

The Government is targeting a minimum of 300,000 public electric chargers by 2030 – an almost six-fold increase on the 54,000 there are now. By comparison, there are currently c.8,000 petrol stations in the UK with c.66,000 pumps serving around 37 million internal combustion vehicles.

For CPOs, they need to scale their operations at a pace unlike, say, their predecessors of a generation ago – the mobile phone or internet service providers. They are faced with the same customer experience challenges of supporting consumers as they navigate a new marketplace, taking people from the shock of the new to their escalating expectations of a vitally needed utility service. But now they need to do so with an added layer of regulatory demands and targets – on top of the operational pressures of exponential growth in locations, customers and contacts.

Some CPOs may be attempting to build their own capabilities. They will need world-class technology and experienced customer servicing hands to design a service that not only meets customer expectations, but regulatory obligations too. For those who wish to outsource, they’ll need the right contact centre providers, and should pay particular attention to those with experience in regulated industries.

Either way, there is a huge opportunity to bring existing customer servicing expertise to this market, particularly for those who can demonstrate their ability to design and execute for scale, quickly and reliably.

The road to success

To do so successfully will mean designing a customer service infrastructure that combines:

1. The smart use of data from their connected networks;
2. Seamless advisor insight into the customers’ status and history – and third-party applications, like those for payments and roaming access (giving consumers access to multiple charge point networks);
3. The resources and planning know-how to deliver a reliable but efficient 24/7 service;
4. Skilled front-line advisors trained and willing not just to guide new customers through new processes, but support people at potential times of vulnerability and stress; AND
5. The ability to expand service provision to match the scale of growing networks, while enhancing the effectiveness and efficiency of customer service operations, applying insights gained on the ‘front line’.

This is a major undertaking, whether CPOs meet the customer service challenge internally or draw upon varying degrees of expert partner and/or outsourced service provision.

Here at Contact Centre Panel, we know that delivering high quality customer service in a fast growing, regulated market is hard both to plan and execute. It will be essential that CPOs capitalise on the expertise of those who have done it before and recognise some of the pitfalls and the tools and techniques on which to base success.

If you’d like to supercharge the design of your customer servicing environment, or find the right outsourced our technology match, get in touch. We’d love to help.

Let me play with the stereotypes for a moment when it comes to what different people think of when it comes to growth. We all think it, so someone should say it:

1. Finance will be more focused on revenue growth from either selling more to existing customers or winning new ones;
2. Marketing may consider the growth in brand recognition as a key in delivering that growth;
3. HR will want to see the growth of the people that they are developing and progressing; AND
4. Operations, well they are the lucky ones, they have to deliver all kinds of growth and balance the needs of the business and the people!

I know I’m biased because I started my contact centre life in Ops, at the “coal face” “on the phones” – however, our industry whether in-house or outsource plays a key part in the lives of the end customers, in the representation of brands and in the delivery of authenticity. Ultimately, sales projections and forecast customer retention rates can quickly fail to materialise if the customer service team don’t deliver on the brand promise.

Contact centre traditions

Where contact centres have always excelled is tracking data, the joys of an ACD. 25 years ago we had access to data that other sectors would have only dreamed of, then we had all this information in agents heads from the customer conversations they were having, the people on the phones were hearing of all manner of issues that customers were facing and still do.

Quality and coaching was a little harder, we knew when our calls were being recorded for training and monitoring purposes as “Arthur” would be sat at the end of the floor with a Sony tape recorder, so we knew today was possibly the day. Feedback and coaching would follow, but was limited to the 5 calls that had been recorded for you in the month and often you’d receive feedback on multiple at once. Growth was possible but perhaps limited…

Daily performance stats had to be pulled from the system, pasted into Excel and a macro run. I can remember when we got out first NICE call recorder and then implementing Witness with screen capture – it was the future.

The present day

Jumping back to the present day, I’m fortunate now to see a great number of contact centre technologies and tools. When one such technology was described to be as “Fitbit for contact centres” I was immediately curious. What follows (like with most) is you see a demo of the solution and you can immediately see how you would have implemented it when in operations and the benefits that it delivers, how it supports the whole team in the delivery of their roles and actively tracks the impact of coaching interventions. It then becomes clear that this is a solution developed by someone who has first-hand experience of the challenges faced by teams in operations.

Infact, Rob and the team at miPerform have developed a solution which no matter how often I see in demo, I’m left envious of the current team leader and ops manager population that I didn’t have access to this when I was a team lead.

Growth is not only good for you, but also good for your employees and customers alike

Current solutions have the ability to evaluate more contacts on your behalf and flag to you those that need closer attention, to identify the coaching required and track performance following delivery.

Whilst this may feel focused on the benefits to the customer and the business, it actually provides the opportunity for growth in the agent and manager populations. This will lead to more readily identifying growth opportunities and ultimately staff who are supported, developed and grow will feel more inclined to stay and therefore grow their experience and deliver better service to customers.

When customers receive better service they stay and may spend more, which delivers the growth the Finance team are looking for.

Which means?

Driving sustainable growth requires key systems and processes to track performance and deliver the right coaching at the right time, to ensure that those processes and interventions had the desired impact, that staff are supported and then if your people are growing well you can confidently grow your business.

Are you too looking at ways to deliver growth? Drop us a line, we would love to chat with you.

I’ve spent the last 25 years working in contact centres and in a conversation earlier this week with another long standing, highly experienced person we agreed that many of the issues that we were dealing with 15 or 20 years ago are still challenges that face our industry today. When I was on the phones supporting a mobile phone network, I can remember receiving transferred calls that just weren’t for me to deal with. 

For instance, the Sales team pushing something through to Service when the issue was that a handset order hadn’t gone through correctly. Knowing that they weren’t going to make a sale to someone who had already purchased, Sales decided that it was now a service call.  I’m sure we can come up with a hundred examples if we wanted to.   

However, we can’t change what happened in the first half, we can only change the result through playing smarter in the second.   

If the process was broken can automation help fix it?

There is a potential for a law of unintended consequences; you may not get what you initially signed up for (ask Harry)…. If the process is broken and you automate it then you could just generate more improper transfers at greater speed, as the bot just powers through. Not the fault of the bot, it was just doing as it was told.

If someone is getting questions that sit outside of their skills then they could be spending time searching for an answer or be passing the call on unnecessarily, as a result CX suffers. But how to catch such issues before they are the talk of Feefo and Trustpilot?

Increasing QA sample size and use of auto QA tools has to be an opportunity to identify issues quickly and make critical adjustments to the process, training of the agent and or the bot.

What are the root causes of poor CX? 

Automation of QA and enabling first level managers to identify and address coaching opportunities more quickly is only half of the story.   

Access to more data and insights allows businesses to better understand customer effort and the issues creating friction in customer journeys, issues which could be driving churn, creating grumpy customers and maybe unhappy agents who are then more likely to attrite.   

Whilst we in the industry don’t like talking about AHT anymore, customers do talk about how long it took for their issues to be dealt with. The age old Wait Time, and Hold Time are still important to customers (they are important to the person paying for the contact centre too). Root cause analysis remains a key opportunity to identify where AHT can be reduced and agent workflows can be optimised.   

Customer surveys are great, but really they are much better when the meta data from the call, the quality score and the survey feedback are all joined together.  Customer dissatisfaction data should be an opportunity to identify training needs and make changes, it helps when you have the full context of the interaction in one place.   

If the customer had to contact more than once then it becomes even more critical to link all that data together, identify the processes that are most likely to generate multiple contacts and consider how you can remove those additional contacts driving customer and employee experience.

“Take action to reduce the number of improper transfers”

There are typically 3 key drivers of improper transfers, the key is to take action to reduce them.  I’m sure we’ve either all caused issues through the following or have dealt with the consequences of them during our careers.   

• Workflows not being properly configured: Often, Contact Centres have to work with legacy systems that make changes hard. And unfortunately, customers have a habit of not following the flows that were created when the business was established, or a new product or service has impacted the model.
• Agents not being properly trained: Sometimes you’ll be short on time, it happens – maybe there was an issue with recruitment and the service launch date couldn’t be moved, so what happens? Someone takes a decision to reduce an element of training perhaps, or the brief wasn’t properly understood.
• Inefficiencies in the Tech stack: When systems have been pieced together there can be gaps, something doesn’t quite work as planned, that new tariff hasn’t been loaded correctly, the link to the courier page isn’t working.

What can you do about it?  

AI powered insights enable faster understanding of issues, patterns can be seen more quickly, improvement areas can be identified and actioned before the end of the shift, not the end of the month.

1. Identifying coaching opportunities and actioning them quickly can make a material difference. Issues with processes not being completed right now may lay dormant for months, years even?  Consider change of tenancy processes, the details of the tenant or a meter read may be entered incorrectly now which doesn’t present as an issue until the customer receives their first bill (smart metering should prevent this, but what if the start date was captured incorrectly?).
2. Use of screen capture to see what actually happened, what the agent saw and therefore advised the customer can be critical to identifying system issues, or issues with accuracy of information in the knowledge base.  These are key considerations and opportunities for organisations to be more informed in their decision making.   

“If things are going well now, that is a reflection of the work that went in 6 months ago”

The performance being delivered by your contact centre team is going to reflect the work you have done previously to ensure that you have the right people, processes, and technology.   

Sometimes you may make the wrong choices, the best you can do is play what is in front of you, keeping an eye on the horizon so that things are less likely to come as a surprise. The thing is that through using technology and AI our ability to see what is on the horizon is much improved versus what it was 20 years ago.    

I was speaking with a partner who has seen a 48% increase in QA audit deliver a 30% reduction in AHT.  They’ve used the insights from the QA to reduce improper transfers, improve processes, provide better training for agents and ensure the tech stack is aligned.   

Now I know people don’t like talking about AHT but I’m guessing we’d all be happy to talk about the benefits that could be delivered in improved employee and customer experiences, reduced wait times, more investment time, lower agent attrition, reduced recruitment and training costs, increased customer retention and of course, that all means reduced costs to serve and improved profit margins.   

Need help finding a new star player? 

Harry Kane may be gone, but it already looks like Tottenham are marching on under Ange Postecoglou – where will they finish this season I wonder?

We’d love to chat with you about how you are planning on getting the most out of your team this year and delivering a winning performance.