ten secrets to boosting first call resolution - 2011 kc call center expo
DESCRIPTION
More often, the best kept secrets best shared! CallCopy did just that at the 2011 KC Call Center EXPO. Lending their expertise for the day to over 100 particpants, they offered the EXPO audience insight into how boosting first call resolution can be directly tied to a measurable increase in customer satisfaction. And, if like us, you're in the business of customer service (and really, who isn’t?), these 10 great secrets are worth repeating to your agents and your center over and over again!TRANSCRIPT
- 1. Kansas City Call Center Expo
Bridging the Customer Service Gap BetweenSelf-Service and Live-Service
Presented by:
Eric Camulli, VP of Marketing
Virtual Hold Technology
In partnership with - 2. This is what we solved for over 50 million people last
year
- 3.
- 4. Hold Time is Pervasive Despite Advances in Technology
Contact Center Virtualization
Skills-Based Routing
Workforce Management
Automated Self-Service - 5. The problem persists because there is a gap in the business
process
- 6. Bridging the customer service gap between existing
strategies
Transfer disconnect
Transfer to holding queue
Repeating account information - 7. A Demonstration of Virtual Queuing Technology
Presented in partnership with - 8. The Virtual Queuing Value Proposition
1. Eliminating the pain associated with hold time vastly increases customer satisfaction
it turns complaints into compliments.
2. Eliminating the waste associated with hold time increases workforce efficiency and many performance metrics. - 9. Impact on Customer Satisfaction
Consumer Behavioral Study
Better Company Perception75%of those who used the virtual queuing service have a more favorable opinion of the company.
Greater Overall Satisfaction Customers who accept Virtual Hold report83% top-box satisfaction vs. 79% compared to those who waited on hold. - 10. Customer Satisfaction Survey Results(about 400
respondents)
93%
of surveyed customers considered themselves satisfied or very satisfied with the Virtual Hold product.
98%
of respondents said they would use Virtual Hold again!
88%
said Virtual Hold made their experience better or a lot better!
82%
said they would recommend our clients products/service to others as a result of Virtual Hold! - 11. Elements of the Business CaseHard Savings Achieved
Queue minutes savings
Abandon recovery
Service level improvement
Average speed to answer improvement
Trunk utilization savings
Labor savings
Repeat call savings
Handle time savings
Increased workforce efficiency - 12. Virtual Queuings Impact on Metrics
In 1 year:
- Saved 2.3 million minutes of hold time
- 13. Improved service level by 53%
- Saved 6million minutes of hold time
- 14. Cut abandons by 60%
- Saved 26 years of hold time
- 15. Reduced ASA from 9.4 to 3.8 minutes during peaks
- Increased calls handled by 14% and continued to meet service level despite a 3% decrease in staff