Learner Facing Customer Services
Introduction
Today’s objectives:
•
•
•
•
Look at the Learner’s journey and how we can help you understand problem areas.
Examine potential obstacles and how to overcome them
Listen to 2 calls to share our own experiences
Address any concerns or challenges that you may have
The Learner Journey
Status Timescales
16/17 Applications Time at Missing Evidence
Time at Missing
Evidence
16/17 Online Applications Time at Awaiting Signature
Time at Awaiting
Signature
Percentage
None
66.9%
< 1 Week
33%
< 1 Week
19.3%
1 – 2 Weeks
30%
1 – 2 Weeks
4.7%
2 – 3 Weeks
2 – 3 Weeks
11%
4.1%
3 – 4 Weeks
1.5%
3 – 4 Weeks
4%
> 4 Weeks
4%
> 4 Weeks
1%
Your Call
•In 2016 we re-evaluated the way we provide
service to our customers.
• We gathered insight from a cross section of
customers, advisors and managers.
• We openly discussed the service we provide,
the service we want to provide and the service
our customers want.
• The values that are important to our
customers were the same values that were
important to our colleagues.
• Your Call is a structure with more flexibility
than what we currently use – allowing our
advisors to have a natural conversation with
our customers, and to tailor the call to their
needs.
Staff Levels
54 Fully Trained Advisors
Resource Planning
Darlington
AHT (m : ss)
Average Handling Time - Monthly trend
9:00
8:00
7:00
6:00
5:00
4:00
3:00
2:00
1:00
0:00
Wrap Time
Hold Time
Talk Time
AHT Goal
Apr-16
May-16
Jun-16
Jul-16
Aug-16
Sep-16
Oct-16
Nov-16
Dec-16
Jan-17
Feb-17
Mar-17
Apr-16
May-16
Jun-16
Jul-16
Aug-16
Sep-16
Oct-16
Nov-16
Dec-16
Jan-17
Feb-17
Mar-17
Calls
5,383
5,609
7,262
7,308
10,211
5,129
4,129
7,627
5,115
7,694
7,190
7,396
AHT Actual
7:27
7:28
7:10
6:50
6:51
7:31
8:07
8:15
7:43
7:34
7:03
7:18
Talk Time
5:25
5:28
5:13
5:05
5:01
5:17
5:30
5:42
5:29
5:25
5:11
5:13
Hold Time
0:38
0:35
0:37
0:31
0:33
0:43
0:56
0:52
0:49
0:50
0:42
0:44
Wrap Time
1:25
1:25
1:20
1:15
1:17
1:30
1:41
1:41
1:24
1:19
1:10
1:21
Invalid ADIF Reasons
Invalid
Occupation
Invalid/not
provided a work
address
Declaration not
Signed
Not known you
for more than two
years
Invalid or No
Passport details
Declaration not
Dated
Not completed
and returned both
pages of the
ADIF form
Submitted a
photocopied ADIF
ADIF completed
in pencil
Getting it Right First Time
Auto-Cancellation
Time Scales Breakdown 16/17
Days
Number
Approved – Awaiting confirmation
90
5489
Awaiting Signature
45
6800
Eligibility Incomplete
45
2009
Missing Evidence
45
21861
Data entry application not submitted
30
32070
Call Example of Cancelled Application
Application
submitted
Evidence
Required
Customer
Does Not
Respond
Customer
Calls
Customer is
asked for fees
by LP
Application
Cancelled
Advised what
is required
Evidence is
supplied
Application is
reinstated
and assessed
Declaration Rejection
Reasons
Total 16/17
%
Dated over 30 days ago
710
27.90%
Declaration not dated
289
11.36%
The copy provided did not display full T&C
283
11.12%
Declaration dated in the future
278
10.92%
Other Information written on the declaration
269
10.57%
Declaration returned unsigned
211
8.29%
Page missing from the terms and conditions
187
7.35%
Invalid date
170
6.68%
Photocopy of signature
85
3.34%
Declaration signed in pencil
52
2.04%
What processes we have in place to help
17/18 Declaration
Feedback provided by Learning
Providers at Advanced Learner
Loan Stakeholder Groups, along
with feedback from additional
engagement channels, resulted
in us changing the structure of
the declaration to encourage
learners to complete their loan
process.
Awaiting Investigation
Manager
Confirmation
Compelling
Personal
Reasons Review
Evidence Query
Change of
Circumstances
Query
Awaiting HMPO
Query
System Error
Special
Investigations
Unit Review
Migrant Worker
Team Manager
Review
Correspondence
Suppressed
Escalation Types
2000
1800
1600
Volume
1400
1200
1000
800
600
14/15 TOTAL
400
15/16 TOTAL
200
16/17 TOTAL
0
Balanced Scorecard Results
April
May
June
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Applications
processed within 5
Day
98.2%
98.3%
98.4%
98.5%
98.4%
98.6%
98.5%
98.5%
98.6%
98.6%
98.6%
98.6%
98.5%
April
May
June
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Evidence processed
within 20 Day
100%
99.2%
99.2%
99.1%
97.8%
99.1%
99%
99%
98.9%
98.9%
98.9%
98.9%
99%
Learning Facing Customer Services
 www.lpservices.slc.co.uk