Naz Sarkar, Director, Computershare Investor Services, gives an update on the measures we are taking to achieve continuous improvement:
We’ve talked a lot about our success in last year’s Capital Analytics survey, and our commitment to carrying on improving our service to you. Here’s an update on the things we promised to work on:
1. Better management of out of pocket expenses and invoices on your behalf
We have implemented several measures since the autumn of 2008, including our internal web-tool for updating invoices and the annual review of directly issued invoices, which have garnered positive client feedback. Our average satisfaction scores for 2009 so far are showing at 8.2 out of 10 for invoicing, compared to 7.1 for 2008. Of course, we’re aiming for 10 out of 10.
In addition we have implemented a system of making sure Relationship Management teams get client sign off on different or unusual items, to ensure there are no surprises at invoicing stage. Our review of all manual billing is still in progress and we hope to bring you a decision as to whether full automation is feasible in due course.
2. Improving call centre knowledge about companies
We have conducted a thorough audit of our database of company information to ensure it’s up to date and concise, and to make it even quicker and easier for staff to look up and digest information. We’ve also introduced Questionmark online testing software and quality checks on all calls, allowing us to assess product knowledge and make sure staff are giving out accurate information. As a result, the ratings from our quality assurance tracking show a 5% improvement in the quality of calls since June 2008.
We’ve also been asking shareholders what they think of our service, by offering them the opportunity to rate their experience after a call using a short IVR and via online survey if they’ve contacted us in writing. The initial results, based on answers from just over 1000 shareholders, are below. Please note that our average speed of answer for calls in the last quarter is 7 seconds.
In addition, when asked ‘How accurately was your call handled’, over 97% said ‘Very accurate’ and over 96% said all their questions were answered during the call.
3. Improving the service to shareholders who telephone
We’re continually looking to make our processes more streamlined and easier for staff and shareholders, including:
> increasing our ability to meet shareholder requests at their first point of contact – for example the replacement of share certificates and changes of address
> further rationalising our death registration and Data Protection Act procedures.
We’ve implemented our own soft skills training for staff, focusing on skills such as communication, diplomacy and problem solving. Staff are also able to expand on this by completing a recognised qualification; an NVQ in Customer Service and over 80 staff have already gained this qualification.
4. Improving the quality of written correspondence
We’re placing a much greater emphasis on quality assurance checks to identify and correct common errors. In addition we’ve launched a complete review of all standard paragraphs to ensure the information we send to shareholders is as easy to understand as possible.
Meet Lynn Wilkinson, Operations Training & Development Manager
Lynn looks after the training and development of Operations staff and, since joining Computershare in March 2008, has focused on ensuring the design and delivery of all training is of a consistently high and national standard. As a result, the majority of our trainers are now certified by the Training Foundation’s TAP skills programme and Computershare is a TAP Silver Partner, demonstrating our commitment to building on this standard.
“Our aim is to make sure we continue to support the business by training and developing multi-talented, competent staff who provide excellent customer service.”
5. Increasing the proactivity of your Relationship Management team
Costs are at the foremost of everyone’s mind, particularly in the current climate, so we are committed to letting you know of any potential new charges as soon as possible. For example, we have communicated the impact of the EU Shareholder Rights Directive and the fact that this legislation will mean a ‘double cost’ due to the need to run a dual system of the traditional proxy voting and the proposed postal voting.
Computershare is playing a pivotal role in the ongoing industry discussions regarding
TARGET2-Securities, including lobbying in the interests of Issuers and Registrars (joined by many clients) and the issuing of recent communications, ensuring you are aware of the possible impact of this new settlement platform.
I’d like you to tell us early on if something is wrong – my personal email address is naz.sarkar@computershare.co.uk if you’d like to contact me directly.
In addition, please be really honest when completing the Computershare Satisfaction Survey and don’t forget to take part in the 2009 Capital Analytics survey in early summer.