JOINT STATEMENT BETWEEN PARCELFORCE WORLDWIDE AND THE CWU IN REGARD TO CALL COACHING QUALITY AGREEMENT FOR PFW TELEPHONY 2021
Branches and representatives will recall that the Parcelforce Annex of the Guiding Principles agreement included a commitment to a Customer Service Review. A framework for this review, which entailed joint working in line with our long established Table of Success process, was concluded and circulated via LTB 345/18 on the 14thJune 2018. One of the key areas for development through the JWG was the reintroduction of the Mystery Shopper and Call Coaching.
Following on from the aforementioned LTB the Mystery Shopper Joint Statement – Customer Experience was communicated to representatives in September 2018. Recent developments in technology have however now evolved this process to a ‘The After Call Survey’ approach, which is based on the customer completing a questionnaire to provide feedback in terms of the response received.
Discussions have also been taking place in the spirit of our established Table of Success approach in relation to the outstanding Call Coaching element and an agreement on the approach to Call Coaching has now been concluded and endorsed by the Postal Executive, a copy of which is attached for your information.
In summary the approach is designed to support the joint commitment to improve customer experience and provide an integral framework of continued development for advisers in a positive manner. The aim of Call Coaching is to support the individual, to build knowledge and confidence and to encourage better call quality. It has not been designed for any other purpose and should be a positive experience that highlights strengths and identifies development opportunities. However, where serious misconduct is noted during a recorded call or live call monitoring appropriate action may be taken.
To support this commitment the coaching will be delivered by trained coaches who have been selected as detailed in the Agreement between Parcelforce Worldwide and the Communication Workers Union regarding the Selection Process for the Resourcing of Customer Service Positions in Operational Units (LTB 520/14 refers).
All staff are expected to participate in the Call Coaching programme in order to build their knowledge and confidence and to encourage better call quality. The call coaching will support individuals in building confidence and professionalism in achieving a first time resolution to customer enquiries. It will also provide training on how to deal with difficult or abusive callers. Individual Call Coaching sessions will be available once a month if required. In addition, ad hoc coaching/refresher training will be available to individuals as required.
Call quality in each depot will continue to be measured through the mystery shopping reports and relevant measures on the Customer Experience Scorecard. General coaching needs will be identified from these reports.
The agreement confirms that if any individuals have concerns regarding how the process is being applied, they will have the opportunity to raise the matter with their manager with CWU representation if they so wish. Equally, they will have access to the grievance procedure if they believe they have been treated unfairly or unreasonably.
Any enquiries in relation to this LTB should be addressed to Davie Robertson, Assistant Secretary, email: firstname.lastname@example.org quoting reference number: 134.02.