What is the BTS call center?
BTS calls center does not have any competition in the market, and it is an almost monopoly when it comes to repairing and maintaining council properties. Based on this fact, I have taken into account customer satisfaction as the main goal rather than a competitive advantage and operational success.
Quality for BTS means providing excellent customer service and doing things right the first time. By doing the things right first time means the end product outcome should be what customer is expecting
Externally the quality of the services will increase or decrease the customer satisfaction. Internally the higher customer satisfaction will lower the cost as a repair will be completed right first time if all the right questions are asked during the first call. The highest order qualifying factors will result in higher customer satisfaction which will lead to low costs and high dependability
The cost factor is a bit different for BTS being in the public sector than any other private sector organization. From BTS of the point of view, it’s utilizing the available staff, technology, and space efficiently to increase the productivity. A small, efficient team can be more cost-effective than a big team. The efficient use of operatives and jobs allocated can reduce the average cost per job and further average cost per repair which will further save taxpayers money.
Speed is the time it takes from the customer ordering a product and receiving it, i.e. the time it takes from input to output. In BTS context it is the time taken from tenant reporting a repair, to repair completed. A quick response will increase customer satisfaction statistics. The jobs in BTS are time bound and come with different priorities, e.g. jobs to completed in 1 day, five days and 30 days depending upon the nature of the job.