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Unformatted text preview: agents, you should be doing a quality audit ratio of 10 per 100 calls 2. For experienced agents, you should be doing a quality audit ratio of 5 per 1,000 calls Percent “first contact resolution” is a key performance indicator for all call centers. It means that the caller’s issue and/or questions are resolved/answered on the first call, with no transfers and no callbacks. 131 Copyright © In the BenchmarkPortal report on service recognition, it indicates that: “92% of calls were resolved on first contact versus 79% for other financial services companies.” Does this mean that if there was a problem it was completely resolved during the first contact? (i.e. If a shareholder calls re clarification on language within a prospectus the service representative provides an answer during the call and does not have to call the shareholder back with an answer.) 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report Question Answer Is there a basic ratio of number of satisfied customers that send in positive feedback to dissatisfied customers that send in complaints? (For example 1 in 100 satisfied send in a positive feedback and 10 in 100 dissatisfied send in a complaint. Which would be a 1:10 ratio.) This is an excellent question. In my research on customer behavior regarding survey response, I have found the following: 1. A customer’s willingness to respond to a survey following a customer-event (phone call, email, chat, and the like) is highly dependent on: a. The loyalty of the customer to that company (for instance, eBay members are more likely to answer surveys simply because eBay has created almost a “cult” company whose members really believe in, and want to make the company better. b. The ease with which the customer can switch vendors (for instance, a utility is more likely to get a higher response rate because customers can not change to another utility company. Therefore, the customers try to change the utility by responding to surveys. C. And finally, if the customer is really happy, or really unhappy they are more likely to respond. 2. If you research a customer’s emotional disposition following a customer-event (phone call, e-mail, and the like) their most likely emotional disposition will fall into one of the following five categories: 1 = very dissatisfied, 2 = dissatisfied, 3 = neutral, 4 = satisfied, 5 = very satisfied. Now, the probability of a customer responding to a survey following a customer-event is as follows (assuming they are in one of the emotional states described above): 1 = 90% probability they will complete the survey with a 1 2 = 30% probability they will complete the survey with a 2 3 = 05% probability they will complete the survey with a 3 4 = 30% probability they will complete the survey with a 4 5 = 50% probability they will complete the survey with a 5 Is abandon rate still a common performance standard for call centers? How does the following compare to industry standards for call center performance areas: Average Speed of Answer - 80% within 30 seconds Abandon Rate - 5% Response to inquiries - 90% within 3 business days © Copyright 2005 BenchmarkPortal, Inc. Abandon rate is not a common performance standard for call centers. It depends too heavily on the patience of the caller. ASA 80/30 is not particular great. ASA in 30 s...
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