capitaregistrars.com | 27
SERVICE UPDATE
CLEAR LINES OF COMMUNICATION
Capita Registrars’ Shareholder Services Team are pulling out all the stops to make communicating with shareholders a simple and painless process
I
DEANE
Head of Specialist Services
JOHN
t is testament to the hard work and dedication of the Shareholder Services Team that they have been consistently resolving 99 per cent of calls at the first point of contact for several years now.
“We’re able to meet this testing target because our call handling teams have the information they need at their fingertips,” says John Deane, Head of Specialist Services. “This is because the material provided to our information consultants is well maintained, accurate and up to date,” he adds.
The other key factor in achieving these impressive figures is the quality of the call handling staff. “Our people are trained to a very high standard,” explains John. “When they join the business they embark on a comprehensive three-month training plan and it is six months before they are considered qualified. We even have a designated ‘nursery’ area for newcomers where they can learn under the watchful eye of experienced trainers.”
Tackling the one per cent Even with 99 per cent of calls resolved as they are received, the team are still committed to addressing the 1 per cent of enquiries that need additional information. That’s why they have now invested in an electronic messaging system to help deal with them as quickly and accurately as possible. Further investment will also soon add the capability to take debit card payments over the phone for things like replacement share certificates, saving time and hassle for shareholders.
Complaint handling Of course, there can be complaints that need to be dealt with, even when they are beyond the team’s control – like items getting lost in the post, for example. But complaints arise on less than 0.05 per cent of all transactions.
If you would like to see Capita’s team in action answering enquiries from your shareholders, contact John Deane on +44 (0)20 8639 2350 or john.deane@ capita.co.uk to arrange a visit to our call handling centre.
Complaints are dealt with swiftly, but the work doesn’t end once that particular customer is satisfied. Records of complaints are analysed to identify any trends or patterns that might suggest a wider issue – and steps are taken to iron out any problems. “We will engage with our clients if necessary but our first aim is to resolve the complaint and prevent a recurrence of the issue without the need to involve the client,” says John.
Power of the written word Capita’s commitment to
keeping customers satisfied doesn’t just include telephone calls and complaint handling. A major project has been under way for the last six months to improve
the quality of written communications with shareholders.
Head of Registration Sylvia Betts explains: “The letters we used to send out were written purely with clarity in mind, but anecdotal feedback from customers suggested that they came across as blunt or even brusque. They have now been rewritten and redesigned to give people receiving those letters a better customer experience without compromising on clarity.”
The project has involved completely rewriting and redesigning a whole catalogue of letters and email responses – totalling hundreds of documents – and retraining the team in how to make best use of the new style and tone of voice.
These are just some of the many steps that Capita Registrars are taking to ensure that customers and their shareholders remain completely satisfied with the service they receive.
TALKING TELEPHONE NUMBERS
» The team handles an average of 500,000 calls a year
» The average wait time for incoming calls is 17 seconds
» We keep within an average call duration of less than 3
minutes 30 seconds
» 99% of incoming calls are resolved at the first point of contact
» At less than 3%, our abandon rate is consistently below the industry standard of 5%
SPRING 2010
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