Appendix 2 – OFWAT Service Incentive Mechanism Unwanted Call Definition 26th March 2015 Extract
2. Unwanted phone contacts
2.1 Definition
Unwanted phone contacts. This is the number of phone contacts received from customers that are ‘unwanted’ from the customer’s point of view. This includes a contact about an event or action that has caused the customer unnecessary aggravation (however mild). It also includes repeat or chase calls by the customer to the company. This is determined by the subject matter of the call.
2.2 Aim
To measure the number of phone contacts to the company that, from the customer’s perspective, are the result of a service failure by the company. Companies receive different sorts of phone contact. Some of these can be defined as ‘wanted’ from the customer’s …show more content…
• Customer requesting water efficiency information or products.
• Customer calling about recreational and amenity activities which are not defined as duties imposed by the Water Act 1989 – for example, visitor centres at company sites, water skiing or angling.
• Customer requesting a non-appointed activity, such as plumbing/private drainage services (for example, Homeserve). To avoid any doubt, calls about customer-side leaks and private sewer/drain blockages are counted in line with the guidance above.
• A customer calling to arrange/alter/cancel an appointment.
To minimise the regulatory burden, OFWAT will not specify how companies’ systems are configured. Companies should use their own judgement in setting up internal phone contact codes or other processes to categorise and count phone contacts. But calls may only be excluded or counted as ‘wanted’ where a company has robust systems in place to distinguish them from other calls. It will be for companies to consider whether the cost of distinguishing particular types of ‘wanted’ calls is justified relative to the volume
2. Unwanted phone contacts
2.1 Definition
Unwanted phone contacts. This is the number of phone contacts received from customers that are ‘unwanted’ from the customer’s point of view. This includes a contact about an event or action that has caused the customer unnecessary aggravation (however mild). It also includes repeat or chase calls by the customer to the company. This is determined by the subject matter of the call.
2.2 Aim
To measure the number of phone contacts to the company that, from the customer’s perspective, are the result of a service failure by the company. Companies receive different sorts of phone contact. Some of these can be defined as ‘wanted’ from the customer’s …show more content…
• Customer requesting water efficiency information or products.
• Customer calling about recreational and amenity activities which are not defined as duties imposed by the Water Act 1989 – for example, visitor centres at company sites, water skiing or angling.
• Customer requesting a non-appointed activity, such as plumbing/private drainage services (for example, Homeserve). To avoid any doubt, calls about customer-side leaks and private sewer/drain blockages are counted in line with the guidance above.
• A customer calling to arrange/alter/cancel an appointment.
To minimise the regulatory burden, OFWAT will not specify how companies’ systems are configured. Companies should use their own judgement in setting up internal phone contact codes or other processes to categorise and count phone contacts. But calls may only be excluded or counted as ‘wanted’ where a company has robust systems in place to distinguish them from other calls. It will be for companies to consider whether the cost of distinguishing particular types of ‘wanted’ calls is justified relative to the volume