llaura hughes - engage customer · llaura hughes motability operations @llaura_hughes. a virtual...
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Copyright ©2018 Motability Operations 2
Llaura HughesMotability Operations
@llaura_hughes
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A Virtual Workforce:Developing customer interaction through technology
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Copyright ©2018 Motability Operations 4
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Copyright ©2018 Motability Operations 5
Press 7 for…..
Press 4 for …..
Press 3 for…..
Press 2 for…..
Press 1 for…..
Press 5 for…..
Press 6 for…..
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Copyright ©2018 Motability Operations 6
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Copyright ©2018 Motability Operations 7
Operational Change
Cascade
Comms ‘Inbox’
Cascade
Validate
Authorise
Design
Sign off
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Copyright ©2018 Motability Operations 8
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Copyright ©2018 Motability Operations 9
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Copyright ©2018 Motability Operations 10
Monthly User adoption
⚫ Ask Mo – 70,000 conversations (65% of calls)
⚫ Process maps – over 10,000 hits
⚫ Average 200 – 500 pieces of “change” received
⚫ 85 emails sent to the business*
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Copyright ©2018 Motability Operations 11
Ask Mo 2018 Ask Mo 2019Customer VA
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Copyright ©2018 Motability Operations 12
Ask Mo 2018 Ask Mo 2019
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Copyright ©2018 Motability Operations 13
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Copyright ©2018 Motability Operations 14
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Copyright ©2018 Motability Operations 15
Remember….
Confidence doesn’t come when you have all of the
answers.
But it comes when you’re ready to face all the
questions.
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