Presentation from Lucy Harmer, Head of Information and Advice, Age UK at the Services for Later Life conference 2012

1. Age UK Advice 0800 169 65 65

2. Evaluation of Advice Line: Q4 2010
Quality of Service
Q35

3. Impact of Advice
Clear Details of Rights
Over eight out of ten (82%) said the (information and) advice provided them with clear details about their rights/ actions they
could take, an increase from 62% in 2010. Callers who were transferred (92%) are significantly more likely to say yes than those
who were called back from L2 (80%) or called L2 directly (69%).

4. Impact of Advice
Impact on Life After Call
Over half (55%) said the impact on their life has reduced as a result of the advice (and information) provided. A significantly
higher proportion of callers who were transferred (74%) claimed the information reduced the impact compared to callers
who were called back (40%) and asked to call back (50%). Almost three quarters (73%) of those who took action said that
the impact of the reason for the call had reduced..

5. Impact of Advice
Enable You To Take Direct Action?
Three quarters (77%) have already or will take action, an increase from 59% in 2010. Significantly more callers who were
transferred (89%) have already or will take action compared to the other routes to L2 advisors (c.71%).

6. Ideal process
• Open 8am - 8pm weekdays & 10am- 4pm Saturday
Accessibility • Answer within 5-6 rings
• Brief recorded message re data protection at beginning of call
• No issues with recording – gives protection
Answering • Answered by an agent in UK
• Who listens, is empathetic and doesn’t use a script
Resolution • One agent ideally but happy for one transfer to get expertise
• Seamless, no queue
Transfers • Introduced to 2nd agent who is given basic brief
• If busy announce position in queue & allow request for call
back (within 30 mins)
Other • Postal follow-up
interaction • Email permissible during call if have it & PC
near-by
6

7. Mystery Shop findings
• 7/10 callers to advice lines rated their experience as positive
• Across the advice sector there appears to be issues with call transfers
and in ensuring that the second agent who people speak to is briefed
and that they are immediately transferred or offered a call back.
• Only 79% of the information requested was received
• 80% of mystery shoppers reported using automation as easy but -
• 18% of those using menus did not find it easy to select an option
• 23% found the speed of the menus either too fast or too slow
• Issues with completion of calls in loops