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Timeline
Future Design
Traditional CCC
Communication
People
100
This is when customer self-service is due for implementation
When is 30 June 2014
100
this is the name that describes the teams the customer solution specialists will work in
What is self-directed work teams
100
This work is what our traditional CCC will undertake
What is transactional work
100
This is how frequent team meetings will be after the announcement
What is weekly
100
This is the length of the consultation period we plan to use after the announcement of the change
What is two weeks
200
This is when dynamic phone numbers will be implemented
When is 15 March 2014
200
These are the outcomes that the Customer Solution Specialists will be accountable for
What is - 86% of calls answered within 30 seconds - 35% of customers think our service is outstanding - achieving the outcomes within budget
200
This is the number of teams in the traditional CCC
What is three
200
This is how frequently the weekly update will be issued
What is weekly
200
These are some of the support services we plan to offer (need two answers)
What are - resume & cover letter workshops - EAP support - How to decide if this role is right for you - service leader support - more frequent team meetings
300
This is how long a recruitment process normally lasts
What is 8 weeks - 2 weeks to advertise - 2 weeks to interview - 4 weeks to give notice
300
This is the number of teams within the new CCC
What is five - four self directed teams - one trainee team
300
This is how we will provide rosters and quality support
What is - a TSS person in each team - ops staff still in place
300
This is how we know who will be impacted by the changes
What is an impact assessment matrix
300
This number is how many Customer Solutions Specialists will be in the new CCC
What is 32
400
This is when we will make the announcement of proposed changes
What is - when all preparation activities are complete - when we need to address rumours - when dynamic phone numbers are a proven customer routing method
400
This is the length of the trainee program
What is two years
400
This is how long the traditional CCC is likely to remain in operation
What is until transactional calls reduce by 40%
400
This is the person who will be providing some assistance and support for the service leaders
Who is Annelize Biggelar
400
This is how we'll get the right recruits for our new CCC (need two answers)
What is - robust recruitment process - an assessment day - interviews - reference checks
500
This is how long the transition could take
What is two years (until transactional calls have reduced by 40%)
500
What are the titles of the new CCC manager roles
What is - Process Effectiveness Manager - Service Effectiveness Manager - Customer Relations Manager - Supplementary Resourcing Manager - Trainee Development Manager - Self-Service Manager - Customer Experience Manager - Resource Optimisation Manager
500
This is our current level of attrition
What is 4 FTE per month
500
This is our approach to communicating changes
What is honest, respectful and timely
500
This is how we're planning to deliver benefits from Customer self-service
What is natural attrition