Customer-Centric ProgramCustomer-Centric ProgramFirst Year ExperienceFirst Year Experience

Critical DecisionCritical Decision

Dr. Franklin Shaffer CGFNS International CEO and Keith Miller Chief of Staff made a critical decision in October 2011 to embed customer centricity across the organization

Removed the Call Center silo and implemented a “Generalist” concept for company-wide Customer Care

Customer Care hours would revert to 8 am - 4pm Monday through Friday after significant training of staff was conducted

Generalist TrainingGeneralist Training

20 CGFNS International employees received generalist training between November 7 and November 16, 2011 by Jamilah Leonard and Dennis Gorniowsky

The training package contained modules on the different programs and services offered by CGFNS International and the handling of customer inquiries professionally and courteously

Additional training was conducted in January 2012 by Amos Sydnor and Michelle McDuffie

ImplementationImplementation

The Generalist concept went live on November 21, 2011 coinciding with the new customer care hours of operation

This new concept is helping CGFNS International effectively staff for the increased call volume while serving our applicants more effectively and professionally

Customer Care Performance Customer Care Performance November 2011 - October 2012November 2011 - October 2012

CGFNS International has established a service level of 80% of the calls to be answered in 60 seconds.

Answer time is the amount of time in which an applicant’s call is answered from the call queue by a generalist.

Average handle time (AHT) is a customer care metric for the average duration of one call, typically measured from the customer’s initiation of the call including any hold time, talk time and related tasks that follow the call.

AHT is a prime factor when deciding customer care staffing levels

Integrated Integrated Customer Care ExperienceCustomer Care Experience

ReportReport

BackgroundBackground

In January 2012, CGFNS International implemented the Customer Care Experience Feedback.

Designed to measure the applicant’s call experience.

Goes beyond measuring the number of calls answered, speed of answering calls, number of calls abandoned, and a service level percentage.

Follow-up customer contactFollow-up customer contact

A staff meeting presentation was done the end of March 2012 that included Customer Care call statistics and showed the overall Customer Care experience feedback

Follow-up calls were made by Amos Sydnor and Michelle McDuffie to those applicants who expressed concerns about their call experiences or processing of their applications.

Most of the applicant’s comments were easily addressed, had already been resolved or were in the process of being resolved.

Customer Care Experience Feedback Results Customer Care Experience Feedback Results from March 5, 2012 to June 28, 2012from March 5, 2012 to June 28, 2012

What was the purpose of your call?

Application Status Application Process Other Receipt of Documents

Website Navigation

113 (49%) 53 (23%) 19 (8%) 43 (18%) 4 (2%)

Did our customer care representative identify the company as CGFNS International?

Yes No

230 (99%) 2 (1%)

Did our customer care representative appear knowledgeable and competent?

Extremely Satisfactorily Definitely Not

181 (78%) 50 (21%) 2 (1%)

Did our customer care representative handle your call with courtesy and professionalism?

Extremely Satisfactorily Definitely Not

189 (81%) 43 (18.5%) 1 (0.5%)

If you were placed on hold, did our customer care representative first ask if you’d mind holding?

Yes No

213 (92%) 19 (8%)

Customer Care Experience Feedback Revised Customer Care Experience Feedback Revised

Revisions made at the end of June 2012.

Opportunity for applicants to share their comments, suggestions and any concerns about the quality of customer care during their call, and if they would recommend CGFNS International to a colleague.

Customer Care Experience OutcomesCustomer Care Experience Outcomes

The Customer Care Experience Feedback responses and call service level statistics have demonstrated significant positive achievements

It shows how consistently CGFNS International has performed in achieving good service levels and customer experiences.

CGFNS International’s employees should be proud of what they have achieved working together, knowing that it wasn’t always easy, but they pulled through each day, with each call.

Increasing the number of Customer Care Experience Feedback responses

Customer Care Experience Feedback Customer Care Experience Feedback and Call Statistics Reportand Call Statistics Report

The Customer Care Experience Feedback and service level call statistics have now been integrated to better reflect the overall customer call experiences.

This integrated report allows us to continually improve as well as acknowledge the successes of our entire customer care team.

The report is provided weekly to all employees

Week of September 17, 2012 through September 21, 2012

Agreed to take survey 24Expired surveys 17Responses received 7 (29% responded) Average response time 7.3 hours

Did the person with whom you spoke identify themselves?Yes 7 (100 %) No 0

Did the person with whom you spoke appear knowledgeable and competent?Extremely 6 (86%) Satisfactorily 1 (14%) Definitely Not 0

Did the person with whom you spoke handle your call with courtesy and professionalism?Extremely 6 (86%) Satisfactorily 1 (%) Definitely Not 0

Would you recommend CGFNS International to a colleague?Yes 6 (86%) No 1 (14%)

Customer Care Calls Calls Calls Calls Abandoned Service Average Hold SpeedOffered Accepted Abandoned % Level % Time (AHT) of Answer

17-Sep 308 298 17 5% 94% 290 2718-Sep 338 327 23 6% 93% 274 2119-Sep 279 282 13 4% 95% 315 2320-Sep 277 269 16 5% 94% 352 2321-Sep 252 251 12 5% 95% 281 14

Totals and Averages 1454 1427 81 4% 94% 302 22 seconds seconds

CGFNS International Customer Care Experience Feedback and Call Stats