dead air & hold time analysis
TRANSCRIPT
MK Consulting Services
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Service Overview
DEAD AIR ANALYSIS
Dead Air- Project Overview Strategy & Execution
Targeted call listening to cover a sample distributed across CSR and C1 as per availability Sample: 478CallsCall Date Range: 12/01 – 12/05Call Types: AllSelection Criterion: Random calls (As per evaluations)
Focus:– When was maximum dead air observed– Number/Instances of dead air on calls– Was dead air observed when customer asked
questions?– Why did agent take time to respond to the questions
Project Background
Calls at an utility company have been observed with lots of Dead air or silence consistently since the launch of new QA form in Jan 2013. (72% in the month of October’14)
Project Intent
MK to assess under what situations dead air occurs through which an extensive analysis on calls with dead air will be measured.
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Dead Air- Break
72%
13%
12%3%No
Issues
Dead Air
FT
PT
Temp
Agent Contribution
Beginning Middle End
4%8%
1%
Beginning Middle End
3%8%
1%
Beginning Middle End
1% 2% 1%
Ideal Call Flow
Begi
nnin
g Pull up Account (45%)
Review Account (26%)
Notation (24%)
Idle (1%)
Check Acct Details/Bill Details/Address (29%)
Notation (23%)Update Customer Details (14%)Pull up Acct, Email, BM (13%)While Processing (9%)Check Eligibility/ Sitting Idle and
Login/ Tools Not Ready (5% each)
End
Payment Processing (44%)Check Bal/Date of
Connection, Notation, Check Website, Duplicate Bill (13% each)
Review the Account (6%)
Check service order/WFM/Bill info/ Contact History
Payment Processing/ Notation
Pull up Acct & Review Acct
Total dead air – 671 Seconds Total dead air – 2312 Seconds Total dead air – 447 Seconds
At what stage ‘dead air’ was observed?
Mid
dle
Opportunities (in some cases, agents didn’t follow ideal call flow)Instances
(Next Slide)
Pull Up Acct (example)
Call ID: UPARE03122014081609
Dead Air- As Per Call TypesCustomer Questions causing Dead Air- As per Call Types
2% 2%1.4% 1% 1% 1% 1% 1% 1%
Break up- As per Call Types (Sample 478 Calls)
Verify PaymentGeneral Inquiry
Credit DPABilling InquiryOpen Balance
Connect - Existing CustomerDisconnect
Connect - NEW CUSTOMERCollection Arrangements
LiheapMaintain Issuance
High BillBudget Billing
Disconnect/ConnectDeposit
Electric TroubleCustomer Choice
Enter Meter ReadingService Order Issuance
Medical Letters
92%95%97%97%98%99%99%99%99%99%99%99%99%99%99%99%100%100%100%100%
8%5%3%3%2%1%1%1%1%1%1%1%1%1%1%1%
0.21%0.21%0.21%0.00%
No Dead Air Dead Air Volume
Out of 28%~ On 10% calls, dead air is driven by customer questions
VERIFY PAYMENT BILLING INQUIRY DEPOSIT
Confirmation of payment on email
Customer inquired about late payment charges
Wanted to check if address was correct
Payment posted on the account made via special
free service
Customer inquired about last payment made on the
accountInquired about deposit
amount status
Has payment been posted?
Customer asked about billing period -
Questions Asked
Observed Dead air due to flaw in the technology
and process which will be discussed in the
recommendation slide
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Billing Inquiryi.Late Payment Chargesii.Billing Period
Verify Paymenti.Confirmation of Payment on Emailii.Payment Posted
Depositi.Address Incorrectii.Deposit Amount Status
Agent Responses - Where Customer Questions Drove Dead Air
Major drivers for dead air Reason for delay in agent response
To Check Previous HistoryTo Open Monthly Bill
Pull-up Outlook to end the Confirmation EmailSearch Payment History
Took 45 seconds to Investigate Correct AddressTo Open Bill History
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21%
22%
57%
Yes NoNot Professionally
Agent Proactiveness To Inform Prolong Dead Air
Agent/s did not inform about silence/dead air
In more than half of these calls, agents aren’t notifying the customer about the ‘silence’ (dead air) in a professional way. Following words were used:
One moment @61%One moment please @24%Just/wait a moment @11%One Second/ Hold on @4%
*** Above reasons carry an impact to the QA scores as per guidelines
Only 2% times agent/s used the mute button. Customers sounded confused
when no notification was given for silence or dead air. For Eg: “Hello Hello”,
“are you there” etc.
callidd000000000000006Call ID -
Call ID: callidd000000000000001Call ID: callidd000000000000002 Call ID: callidd000000000000003 Call ID: callidd000000000000004
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Recommendations
REASON ISSUE SUGGESTION
Pull Up Account(18% overall dead air
contribution)
Type Address manually to search Account
number (Currently second option) Search Account number through telephone
number (Make it second option)
Contact History(20% overall dead air
contribution) Disposition list in CIMS is not demonstrative enough Make some additions in the disposition list
Templates(50% +Call Types do
not have the template)
For More than 50% Call Types, the company does not have the designed template
Design the template for remaining call type. CSRs need training to improvise on the typing speed
Update Customer Details
(9% overall dead air contribution)
CSR has to update the details in twowindows Change it to single window for all the updates
Additions
Required
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Recommendations
REASON ISSUE SUGGESTION
Processing(6% overall dead air
contribution) CSRs process payment in two windows Change it to single window for all the processing
Call Flow Finish notation while being on call Increase wrap time to finish notation to complete pending notation
Account Details Window
(Potential to reduce 27% overall dead air)
Under ‘Account details Window’ Programs, Work Flow Manager and enter meter
Reading options are hardly used due to less call volume
Replace with Credit DPA, Billing Inquiry and Disconnect as shortcuts because there
call volume is comparatively higher
Replace
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Thank You!