Customer Self-Service Through Automation

October 3, 2005

Is Self-Service Desirable?

ATMPay at the pumpAirline TicketsSelf-Checkout

…..Only If It’s Easy

Determining What Customers Want– Developed Measurement System to Categorize Calls

• MSA scores of 95% Repeatable and 89% Reproducible

– Observed 946 calls over 2 days• First observation during normal work hours• Second observation during late afternoon and evening

Maintenance – General Information

Plan/Feature Information

1. Customers call in immediately prior to adding service.

2. Customers inquire about our most popular features.

Past Due Balance/Minimum Payment

1. Customers receiving Past Due text message inquire to obtain information.

2. No automated means to determine Past Due Balance information

Subscribed Services/Subscription Balance

1. Customers call in to confirm recent changes.

2. Limited means to obtain subscription bill amount.

Payment

1. Payment errors contribute to call volume.

2. New Customers likely to call regarding payments.

Maintenance – Change

Add/Expire Features

1. Bucket Features, SMS & Data Services comprise vast majority of feature adds/expiration.

Voluntary Suspend/Un-suspend

1. Limited methods by which to make change.

Abandoned Calls

Long Abandons

1. TTA has strong correlation to Long Abandon Rate.

2. Staffing Levels significant factor of TTA

3. Offers Per FTE > 135 results in TTA over 30 seconds.

Short Abandons

1. Short Abandons caused by customers entering incorrect mobile number upon entry into IVR.

Proven Theories

Solution SummaryADD/EXPIRE FEATURE

Now• Automate Top 5/6 via IVR• Post Dated Expirations

Future• Handset-Based MMA• Self-Service Kiosk

PAST DUE BALANCE/MINIMUM PAYMENT DUE

Now• Include Past Due Amt w/Text Message• Provide Past Due Balance via IVR• Add Past Due Balance to MMA• Customized IVR Menu for Past Due Accounts

Future• Handset-Based MMA• Self-Service Kiosk

PLAN/FEATURE INFORMATION

Now• Include Info via IVR on Top 5 Features• IVR to refer customers to web for other details**

Future• Handset-Based MMA• Self-Service Kiosk

PAYMENT

Now• Provide detail error message• Increase error threshold

Future• Handset-Based MMA• Self-Service Kiosk

SUBSCRIBED SERVICES

Now•Text message confirmation of change•Provide information via IVR

Future• Handset-Based MMA• Self-Service Kiosk

SUSPEND/UNSUSPEND

Now•Automate via IVR•Possible discount of MRC •Add to MMA

Future• Handset-Based MMA• Self-Service Kiosk

SUBSCRIPTION BALANCE

Now• Provide most recent sub bill amt via IVR• Include most recent sub bill amt via “MINUTES” text message

Results

• 16% decrease in average daily calls offered• 37% decrease in average TTA• 14% decrease in average offers per CCR

Self-Service via the Handset•Account Information

•Minutes

•Balance

•Plan Information

•Bill Payment

•Add/Delete Features

•View Payment History

•Edit Preferences

Self-Serve Kiosks

Payment Kiosk Pilot

• 30 -50 payments per day

• 200 – 300 on Payday

• Rolling out 60 more machines

Account Management Kiosk

• Minutes, Balance, Payment History, View Bill, Change Plan, Add/Delete Features…