The document is a KeyBank time ticket listing 5 employees and summarizing research on improving customer experience for call centers. It notes that 75% of customers expect a response within 5 minutes, 50% will abandon a call after 90 seconds, and 44% have received incorrect answers. To improve convenience and reduce wait times, it suggests allowing customers to join a call center waitlist by texting their problem or request a later callback time. This could help address pressure on employees from long hold times and increase the number of problems solved.

1. KeyBank Time Ticket
Christian Biscardo
Elle Boyle
Alyssa Cirino
Staley Clark
Alex Murray

2. The Problem

3. Source: Talkroute

4. Source: Call Centre Helper

5. Source: ROI Solutions

6. Alyssa
Cirino
First-year
Marketing
Elle
Boyle
Second-year
Accountancy
Christian
Biscardo
First-year
Finance
Alex
Murray
First-year
Undecided
Staley
Clark
First-year
Undecided

7. of customers will abandon
their call after only 90 sec.
75%
of customers expect a
response within 5 minutes
over telephone
44%
of customers have received
an incorrect answer while
dealing with a call center
Sources: Drift, Esteban Kolsky
50%

8. CC
IP_I
RESPONSE_COUNT
COMPLETED_DATE
OVERALL
RECOMMEND
INTERACTION
KNOWLEDGE
COURTESY
SERVICES
PROMPTNESS
SPEED
PROBLEM
5.06
3.08
5.27
4.06
Source: KeyBank Customer Touchpoint Database

9. How can we make the experience of
the KeyBank Contact Center more
convenient for customers and
increase the number of customers
who get their problem solved?

10. KeyBank Time Ticket
Source: Cleveland.com

11. Text your
problem to
1 (800) 539-2968
to join our Call
Center waitlist.

12. Thank you for choosing KeyBank!
The soonest a representative will
call you is in 45 - 55 minutes. If
you would like to request a later
call time, select "Schedule"
Customer Service
Contact Center
Enter your problem here:
Thank you for choosing KeyBank!
Enter your problem here:
The soonest a representative will call you is
in 45 - 55 minutes. If you would like to
request a later call time, select "Schedule"

13. The soonest a representative will
call you is in 45 - 55 minutes. If
you would like to request a later
Enter your problem here:

14. The soonest a representative will
call you is in 45 - 55 minutes. If
you would like to request a later
Enter your problem here:
I'm having trouble finding my
account number.

15. Promptness, speed, and
knowledge ratings
Convenience for customers
Pressure on employees

16. Thank you.
Any Questions?

17. References
Afshar, V. (2017, December 7). 50 Important Customer Experience Stats for Business
Leaders. HuffPost. Retrieved November 29, 2021, from
https://www.huffpost.com/entry/50-important-customer-exp_b_8295772.
Dial Zero. (n.d.). Our people. Retrieved November 29, 2021, from https://dialzero.pk/.
Drift Employees. (2021). Customer Experience - The Complete Guide to CX. Drift.
Retrieved November 29, 2021, from https://www.drift.com/customer-experience/.
Fontanella, C. (2020). How to Shorten Long Hold Times in Your Services Dept. Hubspot.
https://blog.hubspot.com/service/long-hold-times

18. References
KeyBank (2021). KeyBank Customer Touchpoint Database.
Nextiva. (2021, June 3). 100 Essential Customer Service Statistics and trends for 2021.
100 Essential Customer Service Statistics and Trends for 2021 - Nextiva Blog.
Retrieved November 29, 2021, from https://www.nextiva.com/blog/customer-service-
statistics.html.
ZenDesk. (2013, November). The Omnichannel Customer Service Gap. ZenDesk.
Retrieved November 29, 2021, from https://d16cvnquvjw7pr.cloudfront.net/resources
/whitepapers/Omnichannel-Customer-Service-Gap.pdf.