Macmillan Cancer Support seeks to improve the lives of all people affected by cancer in the UK, providing practical, clinical, financial and emotional support. With more than 300,000 new cases of cancer diagnosed each year, this is a huge undertaking; and Macmillan needs to be confident that the £215 million it receives each year through fundraising and donations makes the biggest possible difference.
Faced with increasing demands for its services, in 2015 the charity engaged PA to review its current Macmillan Support Line (MSL) and suggest improvements that help to ensure customers receive the best possible response, every time they call.
Working shoulder-to-shoulder with Macmillan staff, we completed a customer service ‘health check’ which analysed all aspects of service provision across MSL. The analysis allowed us to identify a number of improvement opportunities that would enable Macmillan to answer a greater number of customer calls without impacting operating costs, and significantly increase the number of people who get their enquiries resolved at first point of contact.
We then helped Macmillan deliver the proposed improvements by optimising ways of working across MSL and establishing a new performance function to ensure employees have the right skills and equipment to support the maximum number of customers.
As a result of our work, Macmillan is on track to help the increasing number of customers without raising operating costs. Furthermore, by transferring our skills we have strengthened MSL’s capability to continuously improve the vital care and support it offers: helping to ensure no one faces cancer alone.
“PA brought the right mix of skills to ensure that MSL delivers outstanding customer service, every time, and gave us the tools to reach an even greater number of people affected by cancer. Working closely with our team, they quickly identified a number of improvements that would maximise the impact we make, and brought the practical expertise to implement these changes at scale. I wouldn’t hesitate to recommend PA.”
Michelle Norcliffe, Chief of Staff