Phone Clarity in Transfer rate Call Abandonment Percentage of communication e.g. rate follow-up calls made Contact quality, e.g. quality monitoring monitoring and Average handle time to customers recording agent Wait time against interactions targets Mail and Email Percentage of Percentage of follow Open rates Hard bounces, e.g. information booklets up emails permanently Click through rate, dispatched, e.g. undeliverable email e.g. Engagement online processes, with provided web Soft bounces, e.g. next steps links temporarily undeliverable email Mobile Apps Availability of Percentage of real Availability of No. of downloads mobile-enabled time guidance mobile-enabled and uses application application (demonstrates Visit frequency meeting customer Ability to use GPS, take pictures, book demand) and pay, report issues and upload documents in a secure way Social Media Staff performance Staff performance Total number of like/ % of enquiries review review follows resolved in the stated standard time Percentage of Percentage of Sentiment resolved enquiries resolved enquiries
Phone Clarity in communication e.g. quality monitoring Transfer rate Contact quality, e.g. monitoring and recording agent interactions Call Abandonment rate Average handle time Percentage of follow-up calls made to customers Wait time against targets Mail and Email Percentage of information booklets dispatched, e.g. online processes, next steps Percentage of follow up emails Open rates Click through rate, e.g. Engagement with provided web links Hard bounces, e.g. permanently undeliverable email Soft bounces, e.g. temporarily undeliverable email Mobile Apps Availability of mobile-enabled application Percentage of real time guidance Visit frequency Availability of mobile-enabled application Ability to use GPS, take pictures, book and pay, report issues and upload documents in a secure way No. of downloads and uses (demonstrates meeting customer demand) Social Media Staff performance review Percentage of resolved enquiries Staff performance review Percentage of resolved enquiries Total number of like/ follows Sentiment % of enquiries resolved in the stated standard time
Qld-Government-Channel-Management-Strategy-v100.docx