1. HOW CUSTOMER SERVICES METRICS DIFFER FROM CUSTOMER DESIRED OUTCOMES Contact Center Intelligence Wim Rampen, fall 2009
2. I like to get the information I need, when I want itand without muchhassle.. Sorry, we don’t know that you could not find the information on our web-site, nor in our Automated Voice Response System first. But we did pick up the phone within 30 seconds (in 70 % of all cases).Let me connect you to my colleague who should be able to answer your question. Can you give me your account number please so I can register the call. You may want to keep it handy for my colleague too.
3. What’sthatnumber in front of the amountonmyinvoice? What is itthey are charging me with? Could you read that out to me, I do not know what we sent you. But we measure how many calls we get on this invoicing, so that we can better forecast call volume…
4. How long willittakebeforeyousolvemybilling issue? Will you stop reminding me to pay? We know that we solve 80 % of billing issues within 2 weeks. I have no idea how long the others take, but I’ve seen cases take more than 8 weeks. You need to pay within 10 days now, or you will be cut of. But this call takes less than the average handling time I’m allowed..
5. Whycan’tyougetit right the first time? I have noideahowmanymistakes are made in the backoffice, butourcall center is in linewithbenchmark best practice. We have an 80 % First Contact Resolutionrate (without prior website or Voice Response visit of course). No, I do notknoweitherhowmanytimes the other 20 % need to contact usbeforeit is solved.
6. I want to let youknowthatI’munhappywith the service yourcompany is providing me with. I’mleavingyou I’m sorry to hearthat, butourCall Center satsifactionsurveyresultstellusthat 90 % of Customersthink we are friendly to veryfriendly. Furthermore overall satisfactionwith the call center service is 70 %, basedonourpost-call Voice Response survey. Allow me to transfer you to ourretentiondepartment. Theywilltellyouthatyouneed to pay a fine forstepping out of your contract early.
