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Unformatted text preview: gent level, 30 per month,
equals 360 per year, and therefore you can statistically
“quote” the voice of the call in your annual reviews of
If we were gathering customer feedback for agents on
a team level only, how many surveys would we need to
gather for each and what would be the associated
cost? At the team level, you would again need 360 completed
surveys over the period of planned evaluation. Typically
the ratio of agents to supervisors (teams) is fifteen to
one. Logically then, the previously quoted agent-level
cost would be divided by fifteen to get the cost per team
or supervisor. In a BenchmarkPortal report 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? Percent “first contact resolution” is a key performance
indicator for all call centers. It means that the caller’s
issues and/or questions are resolved/answered on the
first call, with no transfers and no callbacks. In regards to post call surveys, is there a “rule of
thumb” as to how long (time) the surveys should be or
how many questions we should ask in each survey?
Should you limit the number of questions to avoid
callers from hanging up early? Length of time to complete the post-call survey and/or
number of questions is definitely an issue in maximizing
completed surveys...tell the caller up front how the
survey will take and stick to that time or less.
From our experience, absolutely no more than 10
questions and/or less that three minutes. What is the benchmark for e-mail response that we
should target for our center? What do customers
expect? © Copyright 2005 BenchmarkPortal, Inc. These are actually two different questions. In our e-mail
benchmarking studies, we find that companies with
e-mail management software consistently respond to
e-mail within three hours. By contrast, when we asked a
large sample of customers what they expect in terms of
an e-mail response, we found that 24 hours is more than
satisfactory. This expectation will, of course, change
over time. 130 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question Answer What is the major difference that BenchmarkPortal
offers with ECHO from the other Customer Sat.
Surveys offered? ECHO has the following features that differentiate it from
1. It was developed by and with real customers.
2. It is scientific and statistically based.
3. It drives results to the front-line agent in real time to
produce change quickly and seamlessly.
4. It is the only system that uses the caller to “monitor”
the call and drive this valuable feedback directly. What is the ratio of quality audits conducted per CSR
on a daily, monthly basis to call volumes in order be
confident of the quality being delivered to customers? 1. For new...
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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.
- Fall '08