call diagnostics 2013 12 15
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Call diagnostics 14th December 2013
Powered by
Clear insight into Contact Centre
performance is hard to come by
Our offering
We help companies create more profitable customer relationships by:
- Helping them better understand their customers’ motivations and experiences
- Designing better customer experiences (on and offline)
- Helping companies implement change that will enable them to consistently deliver those experiences.
Insight - Design - Transformation
Customer insight Call diagnostics
Improving customers’ experience through the contact centre
Reducing waste
Clear insight into contact centre
performance is hard to come by
Source: http://www.rapport.co.uk/clients/#
But the potential benefits it can
bring are huge
Source: http://www.rapport.co.uk/clients/#
A quick, low cost diagnosis
A one-off fee of £2,750 + VAT
We will monitor your three top inbound lines for two weeks
Our presentation of findings will include:
- An independent audit of reported call volumes
- Level of repeat calls
o % of calls from the same customer
o Calls per customer
o Calls to your advertised customer lines coming from suppliers and internally
o Time between repeat calls
- Contact centre bottle necks
o Volume of engaged and unanswered calls
o Lost customers
- Out of hours calls
- IVR drop out points and volumes
- Volume of short (unproductive) calls
Our call diagnostic captures and
reports all calls
Our data comes from the telephone network not the contact centre (ACD)
This means we can measure failed calls you can’t normally see (engaged, abandoned in the IVR, out of hours calls etc)
Most in-house systems under report calls by, on average, 12%*
*Based on actual customer data
72% Unique
Customers
28% Repeat
Calls
Repeat Contact*
Multiple calls by customers reflect ineffective contact centre processes
Highlights poor customer experience
Leads to higher costs and lower sales
*Based on actual customer data
Targeted listening
We can go on to provide time stamps for all calls matching a specific profile
This enables targeted listening to quickly identify root causes
Queue drop outs
Required info missing
Broken promises
*Based on actual customer data
Identifying poor practice
Through this analysis most Clients discover high volumes of supplier and internal calls going to advertised customer lines
Creating unnecessarily high 0800 and 0845 call costs
Distorting campaign reporting
And blocking warm prospects from getting through
*Based on actual customer data
Drilling into key drop out points
*Based on actual customer data
IVR performance
Every company needs to understand exactly where people drop out in the IVR
Small changes here can make a big different to outcomes
*Based on actual customer data
Benchmarking
We can identify results that are outside the norm
Triggering deeper analysis
*Based on actual customer data
Day 00:00 - 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 - 23:59
Mon 200 1000 2000 2000 1000 2000 1000 1000 2000 400
Tues 200 1000 2000 2000 1000 2000 1000 1000 2000 400
Wed 200 1000 2000 2000 1000 2000 1000 1000 2000 400
Thurs 200 1000 2000 2000 1000 2000 1000 1000 2000 400
Fri 200 1000 2000 2000 1000 2000 1000 1000 2000 400
Sat 1000 1000 1000 1000 1000 1000
Sun
Total Customers 71400
Total Out of Hours Customers 5400
% Out of Hours 8%
Calling When Closed (Unique Customers)
450
1350
600
Time of Day
Double the industry
norm
Notes
Works with non-geographic inbound numbers
No systems or contact centre integration required
- Works remotely using telephone network data
Requirements from Client
- 3 lines to monitor and descriptions
- Authority to Telco for data collection
- (1 line email based on template we supply)
- Opening hours for each line
One-off Fee includes
- Set-up and database build
- Test calling and profiling
- Diagnostic report package
- Presentation of results
Powered by Rapport
Our Contact Centre Diagnostic is powered by Rapport
A leading provider of tele-analytics data established in 1996
We have worked with them since 2002
Their technology powers the analysis of many of the UK’s leading agencies and contact centres including:
- British Gas
- TV Licensing
- Lloyds TSB
- Barclays
- Readers Digest
- Santander
- Thames Water
- Carat (Aegis Group plc)
- And many more
Full-service contact centre
analytics Online dashboard
Metrics include First Call Resolution and Customer Effort Score
Performance alarms flagged direct to Client
Drill down by hour, inbound number and destination
Export to Excel
Find out more
Call Diagnostics is one of our suite of insight tools and techniques
Other services include real time service tracking and Customer Effort Score, customer journey mapping, ethnographic research, shadowing and quantitative research.
To find out more about these or our design and transformation services please contact:
Martin Wright or Stephen Grey on
(0845) 83 82 159
Or visit www.customerjourney.uk.com