Partnership in Vhi Healthcare

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Partnership in Vhi Healthcare
Claire Walsh Contact Centre Co-ordinator
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Vhi Healthcare

• Background
• 1.5 million members
• 80 of PMI Sector
• 849 Staff Members
• Working Partners
• Hospitals, Doctors, Medical Institutions

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Partnership in Vhi Healthcare

• The Partnership Forum offers an opportunity for
  all employees and union representations to come
  together, in an environment of mutual trust and
  co-operation in order to build and sustain a
  world-class organisation.

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Our Goals
Employee Satisfaction Survey
VHI Healthcare Partnership Forum
Customer Satisfaction
Organisation Development
Customer Satisfaction
Work-Life Balance
Employee Participation
Product Service Development
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Customer Satisfaction

• Consumers are demanding a higher level of
  service
• 90 of calls within 10 seconds
• 1 Abandon Rate
• White Mail service level of 3 days
• Email turnaround 24 hours

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Our Goals
Employee Satisfaction Survey
VHI Healthcare Partnership Forum
Customer Satisfaction
Organisation Development
Customer Satisfaction
Work-Life Balance
Employee Participation
Product Service Development
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Product Service Development

• Customer Feedback
• Suggestion Scheme
• Focus Groups
• Cross-functional teams for development of new
  products and implementation eg. Healthsteps
  Product.

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Our Goals
Employee Satisfaction Survey
VHI Healthcare Partnership Forum
Customer Satisfaction
Organisation Development
Customer Satisfaction
Work-Life Balance
Employee Participation
Product Service Development
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Employee Satisfaction Survey

• Action Plans are drawn from results.

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Our Goals
Employee Satisfaction Survey
VHI Healthcare Partnership Forum
Customer Satisfaction
Organisation Development
Customer Satisfaction
Work-Life Balance
Employee Participation
Product Service Development
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Employee Participation

• Contact Centre Target Review Team
• Project Teams

Its great to be involved in such a dynamic
team that has a great deal of involvement in our
everyday working environment Thomas Hickey, CC
Advisor
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Our Goals
Employee Satisfaction Survey
VHI Healthcare Partnership Forum
Customer Satisfaction
Organisation Development
Customer Satisfaction
Work-Life Balance
Employee Participation
Product Service Development
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Organisation Development

• Vision Statement Working for the well being of
  our customer
• Value System within the Organisation
• Our Culture and Value System within the Contact
  Centre.

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Our Values

• Quality
• Open Communication
• Respect
• Positive Outlook
• Efficient
• Supportive
• Teamwork
• Customer Focused

• High Trust
• Patience
• Understanding
• Pro-Active
• Creative Solutions
• Fun
• Equality

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Our Goals
Employee Satisfaction Survey
VHI Healthcare Partnership Forum
Customer Satisfaction
Organisation Development
Customer Satisfaction
Work-Life Balance
Employee Participation
Product Service Development
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Work-Life Balance

• Organisational Survey. Results were communicated
  and action groups formed.
• Contact Centre Health Week, Part-time Hours, Job
  Sharing, Family Days.

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Partnership is a process, not an end product

• The primary benefit complete focus on our
  customer as
• A call from a customer is not an interruption of
  our work, but the purpose of it. We are not doing
  them a favour by serving them. They are doing us
  a favour by giving us the opportunity to do so.
• as seen in the L.L. Bean Store, Freeport, Maine,
  US

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Team Achievements

• Excelsior Your Call Is Important To Us Award
  2003
• Excelsior Most Value Player Award 2003
• European People Manager Of The Year 2003.
• Irish Customer Care Team Of The Year 2003.
• Irish Contact Centre Manager Of The Year 2002
• Irish Contact Centre Of The Year 2002
• Kilkenny Chamber of CommerceContinuous
  Improvement 2002
• Call Center Agent of the Year 2001
• Kilkenny Chamber of Commerce Best Overall
  Business 2001
• Kilkenny Chamber of Commerce Best Service
  Provider 2001
• Call Center Manager of the Year 2000
• Golden Spider Awards (Information Excellence)
  2000
• National Internet Business Award 2000
• Business Excellence Q-Mark