THE SUBPOSTMASTER - JUNE ISSUE

specialist helplines such as cash
management, customer complaints
and IT.
Coming back to the time it takes to
get through, I pointed out that it
takes around 60 to 70 seconds after
calling the contact phone number to
navigate the Intelligent Voice
Response (IVR) voice prompts before
a caller can select the option (option
3), to reach the actual BSC. A further
series of voice prompts then provides
the different options from balancing
through notifying of an office closure.
The reason why a caller is asked to
input their branch or FAD code is to
ensure that those branches who will
be taking part in NBIT are screened
to NBIT Centre of Excellence, and a
particular set of advisors. I pointed
out that callers are asked to give their
branch code again when they get to
talk to an advisor. The removal of this
duplication has been changed as
part of a wider review of help
functions.
Mel went on to say that 95% of all
calls were answered - call centres
apparently never achieve 100% due to
callers hanging up,
particularly at very busy
times - and 87% of
successful calls were
answered within 60
seconds.
The operation of the
BSC is reported on at
various levels through
the organisation right up
to board level. Key
Performance Indicators are
monitored at regular intervals and
include the number of calls, the
response times and major topics.
Of the calls received, 90% are
immediately resolved and if a call
related to a discrepancy cannot be
resolved immediately it is escalated
to the Network Support and
Resolution Team for a more detailed
review. Potential branch-impacting
Horizon problems are flagged up for
any potential IT-related issues.
Mel stressed the importance of the
recruitment and training of advisors
and as the BSC is based in
Chesterfield, they are recruited in
that area in groups of five or six. They
“All new
recruits receive
the same counter
training as new
postmasters”
are selected not on their
previous call centre
experience but on
their potential call
handling skills, paying
particular attention to
character, attitude,
and reliability.
New recruits are
initially based in the office
for the first six months, after
which hybrid working can be
arranged, however there is a
requirement to frequently go into
the office for ongoing training and
development.
All new recruits receive the same
counter training as new postmasters
to familiarise themselves with the
Horizon system, then they receive
classroom training on an incremental
basis, taking calls in between training
sessions in specific areas of the
business. The idea behind this
incremental training is that it would
be extremely difficult to learn and
remember the whole of the business
in one go.
Training covers simple demands
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June 2024 The SubPostmaster 11
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