Archive for the ‘Avoidable contact’ Category

There is an election coming so…

Sunday, May 2nd, 2010

… you could easily have missed a couple of recent decisions that may impact your call centre.

Ofcom’s maximum penalty for persistent misuse of an electronic communications network or service is rising from the current £50,000 to £2 million. The higher penalty, which is expected to be in force by June, is mainly aimed at businesses generating an unacceptable number of silent or abandoned calls by using predictive diallers. 

The Government has also  removed the need for local government and partner call centres in England and Wales to record avoidable contact (National Indicator 14, NI 14). Whilst this means that measurement of avoidable contact is not mandatory, it is still an important exercise in the fight to improve efficiency and cut costs. 

Read more in our latest newsletter.

NI 14 – Measurement of avoidable contact scrapped

Sunday, April 11th, 2010

Following the UK government’s budget last month it has been decided to remove  National Indicator 14 (Avoidable contact: The proportion of customer contact that is of low or no value to the customer). This means that measurement of avoidable contact in government contact centres is no longer mandatory.

It seems a little ironic that the UK election is dominated by each party stating that the budget deficit can be, at least partly, resolved by efficiency savings and at the same time identifying areas of waste (avoidable contact) is no longer mandatory! Oh well…..

Our view is that, whilst identifying avoidable contact may not required, it is still an excellent building block for  “Doing more with the same… or doing the same with less”.

You can read more about the National Indicators at the Audit Commission’s web site.

Avoidable contact and local government call centres

Thursday, April 16th, 2009

An opinion piece by Rostrvm Solutions covering NI 14 and avoidable contact in local government call centres has been published by the Association for Public Service Excellence in its ‘Direct News’ magazine. A soft copy of the article is available here.

Reducing avoidable contact : NI14

Friday, January 16th, 2009

We will be presenting our thoughts on NI14 and reducing avoidable contact at the

APSE citizen engagement advisory group

to be held in Manchester on Monday 19th January. Learn more here

Why reduce avoidable contact?

Saturday, October 18th, 2008

Ask almost anyone if they have made contact with a business that was unnecessary and they will be able to reel off example after example. Avoidable contact is a waste of time, effort and usually money for both consumers and the contact centre.

Reducing avoidable contact is common sense. And for government contact centres, measuring performance on reducing avoidable contact is one of the factors that will be assessed within the new performance management framework agreed between communities, local councils, and the Local Government Association—so called National Indicator number 14 (NI14). 

How can rostrvm help?

rostrvm CallGuide is a desktop IT application used by public sector and commercial organisations to support contact processes and record contact outcome data. rostrvm helps you to identify and reduce avoidable contact in the front office and the back office.

To learn more about rostrvm and avoidable contact reduction click here.