Setting the standards
WTC is accredited to a number of recognised quality standards including:
- Telecare Services Association (TSA) Code of Practice
We are a Platinum Member of the TSA which is the industry body for telecare and telehealth in the UK. We have a wealth of experience of working in the telecare sector and we are performance and quality driven. We ensure that we meet key performance targets and deliver a value for money service. To attain accreditation, exceptional call handling performance is required with 98.5% of calls to be answered within 60 seconds (industry standard KPI is lower at 97.5%). Rigorous quality assurance mechanisms must be maintained to achieve and retain this accreditation.
- International Standards Organisation (ISO) – ISO 9001
ISO is the world's largest standards organisation which enables businesses to develop and offer products and services that meet a required benchmark around the world. It provides a guarantee to customers that they will receive quality, safety and reliability. Our quality management principles start with policies and procedures through to recruitment, training and development of our employees.
- Investors in People (Gold)
- Customer Service Excellence
As part of The Community Housing Group, we have achieved the Customer Service Excellence standard for the quality of our customer services and the prestigious Investors in People Gold Standard for our commitment to employee development and training. We have a comprehensive range of policies and procedures which include Customer Care, Code of Conduct for Employees, Equality and Diversity, Health and Safety, Risk Management and Business Continuity.
Quality that is accountable and consistent
Our reliability and quality of services is illustrated by the accreditations above
Our high and consistent level of call performance is ensured by:
- Live reporting within the Centre using wallboard screens to display live and daily performance
- Monitoring & Response Centre Team Manager supported by a team of supervisors is based within the Centre itself to monitor performance, quality and customer service
- Scheduled reports providing daily performance – these are delivered to all key management and supervisory personnel including the Head of Service
- Monthly, quarterly and annual KPI reporting for internal performance management, TSA accreditation, internal and external auditing and resource planning
- WTC’s Monitoring & Response Centre Productivity Tool provides comprehensive analysis of performance, resourcing and workforce data for our management team
- Scheduled and anticipated increases in call volumes are planned for in advance with flexible resourcing through ‘pool relief’ Operator positions within the workforce drafted in to meet demand
- On-call support from WTC’s Management Team and Monitoring & Response Centre Supervisors Team providing a timely and effective response to call volume spike.
We are proud of our commitment to customer service and this is evidenced through our customer charter, which sets out how we deliver exceptional customer service:
- We will be friendly, helpful and caring
- We will help people to be safe, healthy and independent
- We will be professional, polite and work as a team to provide brilliant customer service
- We will communicate in a timely manner and do what we say we will do
- We will listen to feedback and work with customers to continually improve
- We will tailor our services to support the individual, their families and carers
- We will embrace and utilise technology to support people and improve their lives
- We will maintain our records accurately, keep them securely and ensure confidentiality at all times.
We survey our service users and customers on a regular basis to monitor our performance and to learn from the feedback generated. Satisfaction levels are very high with an overall level of satisfaction of 98.7% (2016 survey). With this commitment to excellent customer service we believe that our services make a real difference to people’s lives and by using the latest assistive technologies we can achieve outcomes for service users, deliver savings and improve independence, health and well-being.
Exceptional call handling quality
Monitoring of calls for quality is carried out by the Monitoring & Response Centre Team Manager and his team of supervisors; a selection of 5 calls per operator is assessed each month, which exceeds the TSA standard of 3 calls per month currently required under their accreditation.
To help with consistency across our range of connections, within these 5 assessed calls a minimum of 2 scheme and 2 dispersed alarm calls are required to be assessed using our Call Quality Assessment Tool. We assess a variety of call types and vary this across the year to monitor our performance in handling a wider range of scenarios that our call handlers encounter.
Call assessments are recording for training purposes and are included in our monthly 1-2-1s and annual appraisal processes. Any specific training requirements picked up through call assessment are fed into our Operator Training Programme and highlighted at our monthly team meetings as required.
Monitoring & Response Centre Productivity Tool
Within our Monitoring & Response Centre we employ a productivity tool that provides comprehensive analysis of performance, resourcing and workforce data for our management team.
The tool uses the following:
- Total call volumes
- Volumes per hour
- Volumes per hour per operator
- Hourly % of daily call volume
- Call duration
- Resource calculator based on volumes and productivity – traffic light system indicates call volumes per operator per hour with attached thresholds to indicate what response is required
- Projections Widget to input increased volumes and calculate required resourcing for higher levels.