Following issues a for most companies a robust web

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Unformatted text preview: g phone calls; e) E-mail staffing costs are equal to or greater than staffing costs for traditional telephone agents; f) Expect a ten to one ratio of e-mail messages to live text messages; and lastly, g) Chat session times are best kept to about four hours per day. Copyright © 133 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 I'm looking for data that supports contact reduction via Web/Chat, IVR, customer self help or other interactive self-help media's in an e-commerce Pharmacy and OTC environment. Do you have any comparative industry benchmarks for this environment? I do not have a formal study completed yet, but I am working on one. This is a very hot area and yours is a timely question. This is what I have found so far: 1. live” call reduction possibilities depend heavily on the proper integration of other channels with intuitive self-service 2. “live” call reduction after implementation of userintuitive Web/chat averages 16% depending on the complexity of the questions and the ease of finding information on the Web through natural language searches 3. “live” call reduction approaches 25% with the implementation of voice-enabled IVR solutions that provide answers to relatively simple questions. We have discovered, via surveys, that a significant percentage of our customers prefer not to use the VRU to obtain order information even though we know that, many times, the VRU can be more available and more accurate. I would like to know from a broader range, how many call centers experience this and with what percentage of their customers? From our research, consumers prefer self-service alternatives, especially if it saves them time and/or money to get the answers they are seeking. VRU usage does vary by the “reason” for the call. For instance, the following types of calls seeking simple information are excellent for VRU usage: order status or tracking, account balances, check clearance, stock quotes, flight status, prescription ordering, and the like. By contrast, the following types of calls are seldom successfully completed by VRU: technical problem resolution, complaint handling, financial planning, and the like. Lastly, the recent addition of voice recognition software to the VRU is making a substantial difference in customers' willingness to interact with VRU and conduct self-service. When first establishing a corporate Web site, what can we expect in terms of calls or e-mail messages per Web site visit? From interviewing companies in our database, we have found the following trends: 1) For a Web site with robust content that has been designed to take advantage of customers willing and able to do a high level of self-service, the ratio can be one call for every 50 visitors to the Web site and one e-mail message for every 20 visitors. 2) For a poorly designed Web site with limited content...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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