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CAM Customer Service Centre Go Live on May 11th 2009

Written by: Steve Bazeley 06/05/2009

One Number to Call: 0845 310 6543

IMPORTANT NOTICE

CAM Customer Service Centre Go Live on May 11 2009
Introduces new Inbound Call Process

From Monday May 11th 2009 all CAM customers will experience a new call handling process with the Go Live of our new Business Management System (‘BMS’).

The introduction of CAM’s new call handling processes will focus on improved customer communications; delivered within specified response parameters. It will result in improved customer service, help make CAM staff more productive and improve our overall effectiveness as a service business.

Why has CAM done this?
In short, the investment in CAM’s new Business Management System and, the more cohesion it will bring our customer services is in direct response to the extended customer surveys undertaken in 2008.

In asking CAM customers to call its central 0845 310 6543 number for all queries and issues, CAM will be able to deliver:

• Issue “Track and Trace” – the new BMS will improve CAM’s ability to capture any issue at its origin and, for it to be visible and subject to systematic escalation within defined response service levels – a key improvement required of us from our customers. Call handlers and/or email response systems will keep customers informed of the schedule within which each issue – depending on its level of severity and urgency – will be attended to
• History – CAM will be able to maintain full historical details of any issue allowing full traceability should it reoccur weeks or months later
• Improved services through measurement – CAM’s new BMS will provide superb internal visibility of our service performance; thus offering our business the means by which we can better set internal service levels and consistently ensure their achievement and improvement over time
• Additional options – in the coming months, CAM will be introducing a web based issue register option for those that prefer the web’s convenience

Capturing each call, query or issue on the central 0845 310 6543 number is essential for CAM to deliver these much sought objectives back to its customers.

It is particularly important that our mobile and customer-facing operatives are contacted through the central 0845 310 6543 number so the Customer Services Centre (‘CSC’) can ensure that they too are meeting agreed response schedules.

Some of the specifics that should be communicated to your staff before the changeover on Monday 11th May 2009 include:

• Please use only the central 0845 310 6543 number through to CAM’s Customer Service Centre for issue resolution and technical advice
• CSC will capture customer issues, and will gather specific detail to assist in effective escalation. The team will work with customers to accurately identify the impact of a problem and set appropriate response times – the commitment to which will be confirmed on the phone (and by email if desired). The response on the query will be provided by resource other than the initial call handler
• The initial customer experience on the central 0845 310 6543 number will be a departure from the traditional ‘quick close’ approach of CAM’s support. This is deliberate as we have identified a fundamental requirement to tackle calls in order of severity of impact on each customer’s business. Again, this more measured approach is in line with customer survey responses - “When the issue is critical, we need rapid response. For less critical issues we can wait – as long as we know when it will be looked at”

In addition to the significant investment CAM has made in the new BMS, CAM has also recruited four new members of staff to the Customer Service team in preparation for the May 11th Go Live. Team members have been drilled on the new call handling processes and will adhere to them accordingly.

We request that customers work within the new Inbound Call process in order for CAM to deliver greater benefit by responding more effectively and within agreed and communicated response timescales.

For more information on our Business Management System and the new Inbound Call approach, contact Steve Bazeley.