contact center cost & volumes may 14-16, 2014 nashville, tn 1 2014 customer service benchmarking...
TRANSCRIPT
Contact Center Cost & Volumes
May 14-16, 2014
Nashville, TN
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2014 Customer Service BenchmarkingData Review Conference
Agenda
◼ Guidelines Review
◼ Key Financial Measures
◼ Key Volume Measures
◼ Anomalies, Issues, Outliers and Corrections
◼ Next Steps
Customer Service Benchmark Study Organization
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CS Support and CS ITCS Support and CS IT
Customer Contact• Contact Center• Local Office• Self Service• Contractors• Credit Inbound calls
Customer Contact• Contact Center• Local Office• Self Service• Contractors• Credit Inbound calls
Back Office•Billing•Billing Field Policies•Payment Processing
Back Office•Billing•Billing Field Policies•Payment Processing
Field Service• Change of Account• Billing Field Orders
(meter investigations)
• Credit Field Orders• Order Management
Field Service• Change of Account• Billing Field Orders
(meter investigations)
• Credit Field Orders• Order Management
Meter Reading• Manual• Mobile AMR• Fixed Network AMI
Meter Reading• Manual• Mobile AMR• Fixed Network AMI
Revenue Management• Credit Office and
Outbound calls• Credit Field and Inbound
Contact Policies• Revenue Protection:
Office and Field
Revenue Management• Credit Office and
Outbound calls• Credit Field and Inbound
Contact Policies• Revenue Protection:
Office and Field
Customer Life-cycle: Meter Set to Cash Measures, Policies & ProcessesCustomer Life-cycle: Meter Set to Cash Measures, Policies & Processes
Employees: Safety, StaffingEmployees: Safety, Staffing
Customer: Customer Satisfaction, First Contact Resolution, Customer ExperienceCustomer: Customer Satisfaction, First Contact Resolution, Customer Experience
Areas excluded:◼ Energy Audit/Energy
Efficiency Group◼ Meter Change-out◼ Account Executives
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Contact Center Introduction
◼ Contact Center covers the following areas of interest: Use of Call Center (internal and outsourced, including inbound
collections and small/mid-sized commercial and industrial account calls)
Use of Local Offices (there is a Local Office section for collecting costs separately from the Call Center)
Use of IVR (internal and outsourced) Use of Internet E-mail, fax, letter
◼ Enrollment and contract management for retailer (deregulated companies)
NOTE: Although payments by the above channels are included in Contact Center, do not include payment by check, at a kiosk or a payment center; these transactions are included in Payment Processing. Cashiers in Local Office who only take payments are part of Payment Processing.
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Contact Center Definitions
Contact Center Contacts (Inbound)
A completed customer call, local office transaction, IVR, or internet transaction. Do not include uncompleted transactions (e.g. abandons). Do not include general switchboard informational calls. The following is a description of some of the main types of transactions included:
• New Customer/Turn On/Off*/ Change of Account [excluding credit related turn on or off or any meter install] = A customer request for a turn-off of an existing account; a new customer requests a turn-on of an account.
• Billing issue (such as High Bill) = Any contact related to billing amount such as inquiries, adjustments, and high bill complaints.
• Make Payment (Pay Bill) via these channels = Include contacts for live call or other channel debit or credit card payments, IVR, electronic check payments, web.
• Credit [payment arrangement, credit extension, etc] = Any contact related to a past due notice, including payment arrangements and reconnect of service
• Report Gas/Water Leak or Electric Interruption/Outage = A contact about an electrical outage, gas leak, water leak or other premise-related issue of this nature.
Guidelines Review
Contact Center Cost
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Functional Cost Model
Our approach to collecting cost, performance and staffing information follows customer transactions through each functional area.
If you have significant costs in one of the shaded categories, you can enter your cost in the shaded box.
No boxes are shaded on line.
CS IT
CIS
What goes here?
Contact Center:◼ IVR◼ ACD◼ Scheduling Software◼ Workforce Management (WFM)◼ Multi-channel processing◼ Web, Social Media technology costs◼ VOIP◼ Web/email routers◼ Virtual hold technology costs◼ 3rd party applications (OMS interface etc.)
Field:◼ Mobile data◼ Scheduling◼ GPS◼ Telecommunications◼ Routing software◼ Dispatching software
Revenue Protection◼ Tamper plug◼ Data mining software
Meter:◼ Handhelds◼ Routing software◼ Telecommunications◼ Remote disconnect◼ MV 90◼ GPS
Bills:◼ Inserters◼ Web/email, bill presentment◼ C/I billing software (MV 90)
Payment:◼ Image processer◼ Slitter/sorter◼ Interface w/kiosks◼ Routing software for off-site payments◼ Payment Kiosks
Credit:◼ Behavioral scoring◼ Predictive dialer◼ Credit optimization software
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Technology – Contact Center
NOTE: CIS is a separate category
Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc.
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Contact Volumes
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Guidelines
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Counting Contacts
◼ CSR answered calls & IVR calls – completed contacts (not abandons)◼ Local office – customer visits◼ Web contact – log-ons to account or hits to a specific type of page (some
judgement required, but includes pages that provide information that avoid a phone call)
◼ E-mail/Letters/faxes – incoming and outgoing◼ Social networking – outbound
Do not count paper bill presentments or mailed in customer payments in contact center
Inbound Contact Volumes
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T = Transactional activitiesL =“ Look-up” activities
This matrix, CT305, serves to collect the detailed information on how many contacts come into the company for each type of inquiry.
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Addressing “Transactions” versus “look-up’ Activities…What counts as a transaction
◼ In 2014 again seek to better capture and address completed transactions versus what we are calling “look-up” activities: Transaction= customer executes an actual transaction with the utility- an
inquiry, an order, a request for service, payment, etc. Look-up= customer accesses a self-service channel, typically IVR or Web,
to view general information about the company or view Customer Service information about their account but does not transact or conduct a transaction
◼ If you have activities that represent a “look-up”, please place them in the Get Account or General Company Information category. These should go in either the Web or IVR category
◼ What should not count as a transaction by transaction category: Simple Web “hits” where the customer may hit the web site (and you capture
it) but there is no transaction or you don’t know the reason for the activity Accessing the IVR but then opting out to a CSR or Agent before completing
a transaction (the Agent live contact is a transaction, the initial IVR entry and opt out is not)
Do not count uncompleted transactions in the IVR or web, or simply accessing these channels for information as completed transactions in a specific transaction category in CT305 other than “General Company Information” (for lookups)
Payment Channels & Options
◼ We ask you to provide information on payments both by channel and option.
◼ We also capture information in both the Contact Center (CT305) and Payment (PP5) areas about payments received. Be sure that data is reported in all areas.
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In some cases, customers opt out of a transaction before it’s completed. So your call center considers it a payment call, but payment did’nt receive the payment. So numbers may not match.
OUtbound Contact Volumes
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Key Financial measures
Contact Center Cost
Contact Center Profiles
Mean Q1 Q2 Q3 Bars Mean Q1 Q2 Q3 Bars
Cost Combined Contact Center & Local Office Cost per Account * Commodity
$8.49 $7.87 $9.03 $9.93 12 $9.29 $8.23 $9.83 $10.59 14
Contact Center Cost Per Account * Commodity
$7.97 $7.09 $8.40 $9.58 12 $8.49 $7.25 $9.18 $10.06 14
Local Office Costs per Account * Commodity $1.03 $0.49 $1.18 $1.26 6 $1.39 $0.86 $1.38 $2.01 8 Service Level
Average Speed Of Answer For Calls Answered By CSR (Contact Center)
121.8 48.1 76.5 128.0 12 68.9 26.3 57.6 95.3 14
Service level including abandoned calls using a 30 second target but without IVR calls: Overall
62.3% 72.6% 67.0% 55.1% 0 66.6% 77.3% 67.1% 55.0% 0
Live calls abandoned as a percent of live incoming calls offered
8.5% 4.0% 5.6% 8.3% 0 7.4% 4.0% 7.1% 8.6% 0
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2013YE 2012YE
Contact Center 2nd Draft Cost Scan (From F5)
Several companies are yet to enter any data Some companies show no technology costs and or phone service charges- please
review and provide
OLD
Detailed Cost Breakouts- Contact Center Contribution to Credit Costs…
In order to better understand costs we not only ask for them at the high level, but ask for some breakouts of cost by activity. The diagram shows how the costs relate to each other.
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Combined CONTACT CENTER & LOCAL OFFICE COST PER ACCOUNT * COMMODITY [V.10]
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Companies should all provide telephone service and technology charges
Companies 24, 26, 27, 30, and 34 are not reported
Page 3 of V2 Contact Costs and Volumes Report
CombiNED CONTACT CENTER & LOCAL OFFICE COST BY LOCATION PER ACCOUNT * COMMODITY [V.11]
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Companies 24, 26, 27, 30, and 34 are not reported
Page 5 of V2 Contact Costs and Volumes Report
Call CENTER COST PER Account * Commodity
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Page 9 of V2 Contact Costs and Volumes Report
Local Office COSTS PER ACCOUNT * COMMODITY [11]
Page 14 of V2 Contact Costs and Volumes Report
Key Volume measures
Contact Center Volumes
Inbound Contact Volumes
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T = Transactional activitiesL =“ Look-up” activities
This matrix, CT305, serves to collect the detailed information on how many contacts come into the company for each type of inquiry.
Contact Center 2nd Draft Volume Scan(From CT305)…Please review these Outliers
Several companies are yet to enter any data, particularly in web self service
Several companies have high %/ excessive of “Get Account Info”, “Blended”, Other, General Company Info…?
At least 4 reporting companies report no live billing-related contacts Difficult to understand why your customers are contacting you if this
is the case
Contacts PER ACCOUNTS * COMMODITY [V.14]
Page 17 of V2 Contact Costs and Volumes Report
Companies 21, 32 and 33 show relatively higher contacts per acct*commodity
INBOUND CONTACT BY TRANSACTION TYPE PER ACCOUNT * COMMODITY [V.14]
Page 19 of V2 Contact Costs and Volumes Report
For data validation purposes we want to check several of these categories for more detail
Contacts PER ACCOUNT
Page 18 of V2 Contact Costs and Volumes Report
TOTAL INBOUND CONTACTS BY CHANNEL (PERCENT OF TOTAL) [V.13]
Page 22 of V2 Contact Costs and Volumes Report
Several companies a have disproportionate number of “transactions” completed in IVR or web.
INBoUND LIVE CALLS PERCENT OF CONTACTS [V.13]
Page 35 of V2 Contact Costs and Volumes Report
Some companies also have high proportion of live calls that will be difficult to interpret when it comes to understanding the reasons for calling
Penetration OF SELF-SERVICE (WEB AND IVR) [V.14]
Page 39 of V2 Contact Costs and Volumes Report
IVR and Web Penetration By Type
PENETRATION OF SELF-SERVICE (IVR) BY TYPE [V.14] PENETRATION OF SELF-SERVICE (WEB) BY TYPE
Page 41 of V2 Contact Costs and Volumes Report
Page 36 of V2 Contact Costs and Volumes Report
Check other, general company, blended
Anomalies, issues, outliers and Corrections
Issues found: Cost & Volumes
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Page # Q # Primary Issue Who
FL5 Companies to review “technology” costs for missing Co 24
--- FL5 Companies not providing costs Co. 26, 27, 30
Cost
Page # Q # Primary Issue Who
CT305 Companies with high volume of contacts per account, please check Co. 33, 21, 22
CT305 Companies with excessively high % of web transactions or IVR Co. 32, 25, 22
CT305 (Live) Companies with high % of “Other”, “Blended” or Get Account info for “live” transactions
Co 21, 23, 31,32, 33, 34
CT305 (IVR) Companies with high % of “Other”, “Blended” or Get Account info for “IVR” transactions
Co 22, 36, 34, 29
CT305 (Web) Companies with high % of “Blended” or Get Account info for “Web” transactions
Co 23, 25, 26
Volumes
Status
35Based upon “completion reports” run on May 9.
• Minutes from this meeting will be available by May 23.• Next Deadline is June 2. This draft will be your last chance to see how your
data compares before the final report, so you need to have all of your data input and correct at this time. The final deadline is for ensuring all of your data is correct.
• Your data coach will help you finalize your data.
Further Breakout… Contact Center Volumes
Based upon “completion reports” run on May 9.
Contact Volumes
Organization Answered Not Applicable UnansweredCentral Maine Power 5 3
CPS Energy 1 7DTE Energy 8
Entergy 6 1 1Exelon - BGE 8
Exelon - ComEd 8Exelon - PECO Energy 5 2 1
Hydro-Québec 8New York State Electric & Gas 5 2 1
Oncor Electric Delivery 4 3 1PSE&G 3 5
PSE&G Long Island 8Rochester G&E 4 2 2
Tacoma Public Utilities 8We Energies 4 2 2
Westar Energy 5 3 Total 42 18 76
Contact Center, Contact Volumes, FCR
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This is key functional data that is needed to understand impact across the entire “Customer Service” process.
Question # QuestionFunctional Process
Impact
CT305How many of each of the following inbound transactions were completed using each method?
Contact Center BillingPaymentField Service
FR7 What was your FCR last Year? (Percent of contacts resolved on the first contact)---this section links to FR and CT Volumes
Contact Center BillingPaymentField Service
Thank you for your Input and Participation!
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