Agora Customer Team

Williamstown 22 Aug 2003

Agora Williamstown Update

• Intro• Current situation - phone• Current situation - email• Team update

Introduction

• Geoff Strawbridge joins us from Terra Lycos, formerly Lycos formerly Tripod. Formerly in this building.

• Most recent role as Global Director for the Web Publishing business unit (Tripod, Angelfire, Html Gear)

• Prior role was Director, Customer Service for Lycos.– Managed two contact centers– 50 person team with volumes around 50,000 emails/wk,

3,000 calls/wk, 200,000 online help pv’s/wk – Created email management system, online content

management system (Network Help), imail, browser synchronization tools.

Current Situation - phone

• Inbound call volumes (1700/wk)• SBDO largest volume (60% of

total)CS Weekly Volumes

Total Calls Avg Talk Time Median Talk TimeAvg Cost Per Call

South Beach Diet 2309 2.17 1.8 $0.17Agora General Number 1204 1.73 1 $0.13

My Optimum Health Plan 141 2.00 1.6 $0.19Left Behind Prophecy 128 2.19 1.65 $0.15

Search for Jesus 81 1.87 1.4 $0.163863 1.99 1.49 $0.16

Current Situation – email

• Email volumes • SBDO largest volume (70% of

total)Email inbound week 1 week 2 week 3 week 4 AVG Weekly

John Shelby Spong 24 25 31 21 25Left Behind Prophecy 386 308 306 337 334

My Optimum Health Plan 310 208 218 209 236Search for Jesus 102 31 61 106 75

South Beach Diet 1528 1160 1573 2005 1567TOTAL 2237

Team update• Agora customer team/roles• A time of high turnover, training; losing 135

hrs/wk, replacing with 90 hrs/wk, untrainedHours specialty; notes

Sandy Ryan 40 mgr messsage boards; mgr MOHPRachel Barenblat 15 email, morning open; next week is last

Seth Brown 40 email; phone Joanna Barnes 40 message boards

Lizzy Juras 12 content newsletter DB managementAmelia Avdic 15 email; phone; down from 25 hours

Denis Avdic 25 emailElissa Shevinsky 40 phone; moving to message board

Michelle Richards 12 phone; temp for two more weeks, down from 35 hoursBetsy Greenawalt 30 phone; second day

Lisa Sheldon 30 phone; start 9/2Tim Vecchiarelli 32 phone; start 8/25

Team update

• Key Issues: – strong customer demand (i.e.,

volumes outpace human capacity)– Service levels (24-48 hrs)– Cancellations stabilized– Scalable systems (egain, T1, new

phone)