The right set of skills at the right time
Kronofogden is the Swedish Enforcement Authority and today their staff consists of 2300 people, working at 43 different offices that are located all over the country. In 2008, Kronofogden became a freestanding agency separate from the Swedish Tax Agency. The change quickly resulted in new needs that needed to be resolved for both the personnel’s and the customers’ sake.
Who should the customer call?
When becoming a freestanding agency, Kronfogden received a separate switchboard. However, they instantly ran into trouble seeing as the customers didn’t know which phone number to use seeing as there was both a switchboard number and a number to the customer center for them to choose from. It resulted in constant redirections between the two channels.
From being generalists to becoming specialists
Kronofogden had started to take on the task of rebranding themselves as a separate agency. And when doing so they also wanted to reorganize the customer center staff. They wanted to divide the personnel into groups according to different areas of expertise instead of the previous method of having all caseworkers being able to answer all kinds of questions.
A winning proposal
Voice Provider was given the chance to provide Kronofogden with a self-service phone channel through a public procurement. The new channel gave customers the chance to describe their current errand before being automatically redirected. The agency started using our cloud-based Natural language feature and today we are handling approximately 1,7 million calls for Kronofogden every year. In addition, they combined the different phone numbers so that the customers only have to keep track of one. After calling and describing their errand in their own words, they are then redirected to a caseworker belonging to a group with the relevant area of expertise.
What happened next?
Misconnections has become a much more rare occurrence for the customers calling Kronofogden. Today, 97 % of the calls are connected to a relevant caseworker in accordance with a customer’s errand. Also, the time of training new employees has shortened significantly seeing as people only have to receive training within a certain area – instead of having to learn everything. The previous 1,5 year long training period is nothing but a memory.