Customer Enquiry Revenues & Revenues Benefits Benefits Total Yes No *N/A Yes No *N/A Yes No *N/A Understand the nature of the 40 20 20 enquiry (100%) (100%) (100%) Ask the relevant questions 40 20 20 (100%) (100%) (100%) rapport 40 20 20 (100%) (100%) (100%) Identify customer needs 40 20 20 (100%) (100%) (100%) Listen to customer effectively 40 20 20 (100%) (100%) (100%) Explain timescales 33 *7 15 *5 18 *2 (100%) (100%) (100%) Seek clarification 29 *11 14 *6 15 *5 (100%) (100%) (100%) Advise of the relevant 39 *1 19 *1 20 process/ service (100%) (100%) (100%) *N/A - not applicable for call type **All elements of the enquiry were addressed, performance remains high at 100% Resolution & Closure Revenues & Revenues Benefits Benefits Total Yes No *N/A Yes No *N/A Yes No *N/A Identify and provide a 40 20 20 solution (100%) (100%) (100%) Provide reference number 11 1 *28 8 *12 3 1 *16 (92%) (8%) (100%) (75%) Is there anything else I can 8 4 *28 6 3 *11 2 1 *17 help you with? (67%) (67%) (67%) you 40 20 20 (100%) (100%) (100%) Goodbye 40 20 20 (100%) (100%) (100%) *N/A - not applicable for call type Shaded cells - areas for improvement Quality of Performance
Customer Enquiry Revenues & Benefits Total Revenues Benefits Yes No *N/A Yes No *N/A Yes No *N/A Understand the nature of the enquiry 40 (100%) 20 (100%) 20 (100%) Ask the relevant questions 40 (100%) 20 (100%) 20 (100%) rapport 40 (100%) 20 (100%) 20 (100%) Identify customer needs 40 (100%) 20 (100%) 20 (100%) Listen to customer effectively 40 (100%) 20 (100%) 20 (100%) Explain timescales 33 (100%) *7 15 (100%) *5 18 (100%) *2 Seek clarification 29 (100%) *11 14 (100%) *6 15 (100%) *5 Advise of the relevant process/ service 39 (100%) *1 19 (100%) *1 20 (100%) *N/A - not applicable for call type **All elements of the enquiry were addressed, performance remains high at 100% Resolution & Closure Revenues & Benefits Total Revenues Benefits Yes No *N/A Yes No *N/A Yes No *N/A Identify and provide a solution 40 (100%) 20 (100%) 20 (100%) Provide reference number 11 (92%) 1 (8%) *28 8 (100%) *12 3 (75%) 1 *16 Is there anything else I can help you with? 8 (67%) 4 *28 6 (67%) 3 *11 2 (67%) 1 *17 you 40 (100%) 20 (100%) 20 (100%) Goodbye 40 (100%) 20 (100%) 20 (100%) *N/A - not applicable for call type Shaded cells - areas for improvement Quality of Performance