Have Your Say: Help Shape Our New Telephone Service
We're building a brand new telephone service using Amazon Connect, and we want customers at the heart of its design. Before we launch, we're inviting customers to help us create a service that is:
✅ Easy to use
✅ Secure and safe
✅ Accessible for everyone
✅ Faster to get the support you need
Your feedback will directly influence how our new telephone system works.
We Need Your Help With Two Important Areas
🔒 Identification & Verification
When you call us, we need to confirm we are speaking to the right person.
We're exploring new ways to make this process:
- Simple
- Secure
- Convenient
- Customer-friendly
We want to understand:
- What makes identity checks easy to complete?
- What information are you comfortable providing?
- How can we make the process feel safe and trustworthy?
- What would improve your experience?
🤖 Understanding Why You're Calling
Our new telephone system will include intelligent conversational technology that helps understand the reason for your call.
This could:
- Direct you to the right team faster
- Reduce transfers between departments
- Offer self-service options when appropriate
- Improve first-contact resolution
We'd like to know:
- How would you naturally describe the reason for your call?
- What words or phrases would you use?
- How would you expect the system to respond?
- What would make the experience easy and intuitive?
Your Feedback Makes a Difference
This is not a tick-box exercise.
Customer feedback will be used to refine and improve our new telephone service before it goes live.
By taking part, you'll help us:
- Design a customer-centred service
- Improve accessibility and usability
- Create smoother customer journeys
- Ensure security remains a priority
- Improve the accuracy of call routing
Every suggestion helps shape the final experience.
Focus group feedback and outcomes:
We’ve reviewed the feedback from the customer focus group and have made a number of amendments as a result. We’ve also carried out some further testing with colleagues to validate the customer journey and adviser experience.
Some of the changes include:
Refining the language and wording of the automated prompts
As well as the order and flow of the messages customers hear, to make the ID&V process clearer and easier to follow.
We’ve also refining the adviser process once they answer the call, including how we handle scenarios where someone is calling on behalf of a tenant.
You said we did:
"The most helpful and meaningful result from the customer testing was the microphone sensitivity. We have asked for it to be de-sensitised as it was picking up such minor background noises and mistaking it for the customer's responses and giving us errors"
We’re now working towards going live by the end of September, subject to final testing and sign-off from CEC and the project group.
We expect there to be a period of learning once the automation is live, where we can monitor how customers and colleagues interact with the new process and make further improvements to the wording, journey and functionality based on what we learn.
Once live, we’ll be able to share these outcomes with you, and hopefully you can demonstrate how customer feedback has helped shape the final approach.
Have Your Say: Help Shape Our New Telephone Service
We're building a brand new telephone service using Amazon Connect, and we want customers at the heart of its design. Before we launch, we're inviting customers to help us create a service that is:
✅ Easy to use
✅ Secure and safe
✅ Accessible for everyone
✅ Faster to get the support you need
Your feedback will directly influence how our new telephone system works.
We Need Your Help With Two Important Areas
🔒 Identification & Verification
When you call us, we need to confirm we are speaking to the right person.
We're exploring new ways to make this process:
- Simple
- Secure
- Convenient
- Customer-friendly
We want to understand:
- What makes identity checks easy to complete?
- What information are you comfortable providing?
- How can we make the process feel safe and trustworthy?
- What would improve your experience?
🤖 Understanding Why You're Calling
Our new telephone system will include intelligent conversational technology that helps understand the reason for your call.
This could:
- Direct you to the right team faster
- Reduce transfers between departments
- Offer self-service options when appropriate
- Improve first-contact resolution
We'd like to know:
- How would you naturally describe the reason for your call?
- What words or phrases would you use?
- How would you expect the system to respond?
- What would make the experience easy and intuitive?
Your Feedback Makes a Difference
This is not a tick-box exercise.
Customer feedback will be used to refine and improve our new telephone service before it goes live.
By taking part, you'll help us:
- Design a customer-centred service
- Improve accessibility and usability
- Create smoother customer journeys
- Ensure security remains a priority
- Improve the accuracy of call routing
Every suggestion helps shape the final experience.
Focus group feedback and outcomes:
We’ve reviewed the feedback from the customer focus group and have made a number of amendments as a result. We’ve also carried out some further testing with colleagues to validate the customer journey and adviser experience.
Some of the changes include:
Refining the language and wording of the automated prompts
As well as the order and flow of the messages customers hear, to make the ID&V process clearer and easier to follow.
We’ve also refining the adviser process once they answer the call, including how we handle scenarios where someone is calling on behalf of a tenant.
You said we did:
"The most helpful and meaningful result from the customer testing was the microphone sensitivity. We have asked for it to be de-sensitised as it was picking up such minor background noises and mistaking it for the customer's responses and giving us errors"
We’re now working towards going live by the end of September, subject to final testing and sign-off from CEC and the project group.
We expect there to be a period of learning once the automation is live, where we can monitor how customers and colleagues interact with the new process and make further improvements to the wording, journey and functionality based on what we learn.
Once live, we’ll be able to share these outcomes with you, and hopefully you can demonstrate how customer feedback has helped shape the final approach.
