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  1. 1. A&T Customer CareSocial Media Progress ReportAugust 2011 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  2. 2. Executive Summary Total Issues per Product Line Issue Outcome Metrics August 2011 2011 YTD Metric Aug ‘11 YTD ‘11 5,781, 1,358, 13% 17% 8,359, AT&T Media Mentions 348,462 3.1M 3,484, 18% 44% 24,911, 1,971, 7,850 54% Customer Contacts 45.6K 25% (2.3%) (1.5%) 892, 11 Customer Assists 4,104(52.3%) 24,868 (54.5%) % 1,279, 3% Customer No Response 3,569 (45.5%) 20,459 (44.8%) 5,649, 259, 3 Unresolved Issues 345 (4.4%) 347 (0.8%) % 12% 353 2,560 Customer Kudos (8.6%) (10.%) Wireless DSL Landline Uverse Unknown •Commentary - August 2011 • August marks two year anniversary of the Social Media team. Staff Top 10 Issue Categories has grown from 8 to 51; Social Media Managers have reached out to over 86K customers and assisted over 50K customers in completed Issue Percentage cases. Average YOY increase in case volume is 165%. Wireless Network 8% • August customer contacts are up 11% MOM; previous month growth Wireless Billing 7% was down 13%. Wireless Equipment 5% U-Verse Billing 3% • Forums Posts and Page views are up nearly 40% MOM. U-Verse TV Intermit/No 3% • Anticipated launch of customer satisfaction survey in 4Q2011 Service U-Verse CC Dissatisfaction 2% •AT&T announces LTE devices availability August 21. DSL Billing 2% •AT&T announces it will drop lower-tier texting plan and offer only Wireless Feature 2% unlimited texting for $20 monthly. Wireless CC Dissatisfaction 2%2 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  3. 3. Total Customer Actionable IssuesIdentifiedMonthly Total, by Source Twitter Facebook Email/other 7,000 Launch of Attensity Listening tool 6,000 04/01/2011 5,000 4,000 3,000 2,000 1,000 0 Launching of new Attensity tool in April 2011 and increase in Social Media staff has significantly contributed to a higher volume of cases being handled. 3 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  4. 4. Total Customer IssuesBy Priority High Medium Low 4,500 Launch of Attensity 4,000 Listening tool 04/01/2011 3,500 3,000 2,500 2,000 1,500 1,000 500 0 Launching of new Attensity tool in April 2011 and increase in Social Media staff has significantly contributed to a higher volume of cases being handled.4 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  5. 5. Customer Issue Resolution Completed No Response From Customer Unresolved / Pending 4,500 Launch of Attensity 4,000 Listening tool 04/01/2011 3,500 3,000 2,500 2,000 1,500 1,000 500 0 Launching of new Attensity tool in April 2011 and increase in Social Media staff has significantly contributed to a higher volume of cases being handled.5 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  6. 6. Total Customer IssuesBy Product Line Wireless DSL Landline U-verse Unknown5,0004,500 Launch of Attensity Listening tool4,000 04/01/20113,5003,0002,5002,0001,5001,000 500 06 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  7. 7. Top 5 Wireless Issues Network Issue Equipment Question Billing Feature Wireless CC Dissatisfaction 2,500 Launch of Attensity Listening tool 2,000 04/01/2011 1,500 1,000 500 07 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  8. 8. Top 5 U-Verse Issues Billing Installation/Missed Appt Outage U-verse CC Dissatisfaction Equipment 300 Launch of Attensity Listening tool 250 04/01/2011 200 150 100 50 08 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  9. 9. Top 5 DSL Issues Outage Billing Performance/Speed Issue DSL CC Dissatisfaction Installation 450 400 Launch of Attensity 350 Listening tool 04/01/2011 300 250 200 150 100 50 09 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  10. 10. Top 5 Landline Issues Outage Billing Network Installation LL CC Dissatisfaction 90 80 Launch of Attensity Listening tool 04/01/2011 70 60 50 40 30 20 10 010 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  11. 11. Facebook vs. Twitter Resolution Facebook Twitter Unresolved Unresolved 15 1% 30 or .01% Facebook No Twitter No Twitter Response Facebook Response Complete 758 or Complete 2,824 or 2,703 or 41% 1,060 or 51% 49% 58%11 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  12. 12. Articles AT&T Identified In thru eVolve &Attensity 600,000 500,000 400,000 300,000 200,000 100,000 0 There was a huge spike in coverage when AT&T announced they were buying T-Mobile in March which bumped up coverage considerably for March: 520K We also added some excludes (see below) to the data that Attensity was providing in April to the AT&T General topic which may be a contributing factor12 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  13. 13. AT&T Facebook, & Facebook U-VerseInteractions AT&T Facebook U-verse 90,000 80,000 70,000 60,000 50,000 40,000 30,000 20,000 10,000 0 AT&T Facebook and AT&T Share FB combined by January 201113 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  14. 14. Volume of tickets - Program Inception to Date Monthly 9,000 Increase/ YOY Launch of Attensity Month Volume Decrease Increase/Decrease 8,000 Listening tool September 2009 1,319 04/01/2011 October 2009 1,124 -14.8% 7,000 November 2009 2,443 117.3% December 2009 2,221 -9.1% 6,000 January 2010 1,701 -23.4% February 2010 1,864 9.6% 5,000 March 2010 2,635 41.4% 4,000 April 2010 2,514 -4.6% May 2010 3,265 29.9% 3,000 June 2010 4,396 34.6% July 2010 3,301 -24.9% 2,000 August 2010 3,571 8.2% September 2010 3,276 -8.3% 1,000 October 2011 3,301 0.8% YOY 194% increase November 2010 3,834 16.1% YOY 57% increase 0 December 2010 3,396 -11.4% YOY 53% increase Jan-10 Jan-11 May-10 Jul-10 May-11 Jul-11 Nov-09 Apr-10 Aug-10 Nov-10 Apr-11 Aug-11 Jun-10 Jun-11 Sep-09 Oct-09 Feb-10 Sep-10 Oct-10 Feb-11 Dec-09 Mar-10 Dec-10 Mar-11 January 2011 3,751 10.5% YOY 120% increase February 2011 4,168 11.1% YOY 123% increase March 2011 4,407 5.7% YOY 68% increase April 2011 4,218 -4.3% YOY 68% increase May 2011 6,018 42.7% YOY 84% increase June 2011 8,159 35.6% YOY 84% increaseLaunching of new Attensity tool in April 2011 and increase in Social Media staff has significantly July 2011 7,070 -13.3% YOY 114% increasecontributed to a higher volume of cases being handled. August 2011 7,850 11.0% YOY 119 % increase 14 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  15. 15. Customer Satisfaction Customer Not Satisfied - Total % of Closed Customer Total % of Closed Neutral Total Policy Closed Not Satisfied Satisfied Closed Satisfied Opinion Closed % NeutralJanuary 2011 211 2,164 9.8% 1,554 2,164 71.8% 399 2,164 18.4%February 213 2,496 8.5% 1,843 2,496 73.8% 472 2,496 18.9%March 233 2,498 9.3% 1,813 2,498 72.6% 452 2,498 18.1%April 194 2,368 8.2% 1,719 2,368 72.6% 455 2,368 19.2%May 225 2,989 7.5% 2,160 2,989 72.3% 604 2,989 20.2%June 323 4,280 7.5% 2,921 4,280 68.2% 1,036 4,192 24.7%July 241 4,001 6.0% 2,744 4,001 68.6% 1,016 4,001 25.4%August 243 4,132 5.9% 2,664 4,132 64.5% 1,225 4,132 29.6% Customer Contacts: In August 2,664 of 4,132 or 64.5% of the all closed & responded tickets were people had previously contacted an AT&T Department before posting. Definitions: Customer Satisfied :is given if we answer the customers question and they are satisfied with the answer. Customer Not Satisfied/Policy : Customer is not satisfied with the answer based upon company policy or process. Examples could be Upgrade Eligibility, Cell Tower location, and or the availability of products and or software updates. 15 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  16. 16. Positive Tweets Joe Webb - Hello there I just wanted to take a minute to say thanks. I was having a few problemsgetting my uverse Internet installed and working. Tammy took the time and got everything situated.Got it all installed and now everything is up and running. Thanks so much.NewCanaanHomes Leslie RazookReally competent and trouble free resolution of issues by @ATTCustomerCare. Thank you Chris!theinfophileThanks to @ATTTeamNatasha (^CarolynS) and @ATTcustomercare for being responsive when I wasgetting nowhere over the phone! Ken Bishop Kudos to ATTLeslieC for all your assistance yesterday in helping me get the phone I wanted. I do appreciate it very much. Try and stay cool...... TheREALMsWright @ATTTeamTatiana Thanks for helping with the low A&TT line! My neighbors are very happy! Thank you!16 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  17. 17. Positive Posts Stephanie Powell Wiginton posted to AT&T Big shout out to Marty @AT&T!!! Although he cant come and manually fix the towers and service himself, he has been excellent in customer service!!! Now if my service will get better, Id stop complaining!! :) ATTGeoff, A crew came by and removed the pole so that I can access my home. Thank you so much for your help.17 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  18. 18. Facebook Activity18 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  19. 19. Twitter Activity19 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  20. 20. Forums Community by the numbers 2011 Posts 2011 Page Views 16,000 25,000,000 15,000 20,000,000 14,000 15,000,000 13,000 10,000,000 12,000 11,000 5,000,000 10,000 0 Jan Feb March April May June July August Jan Feb March April May June July August Solutions & Kudos August Posts and Page Views are up nearly 40% MOM and 450 accepted solutions are up 35% MOM. Introduction of new Forums team and weather related events (NE Hurricanes & 400 Earthquake) are primary drivers in increase in Forums posts and page views. 350 Most popular boards includes: Wireless General Care , iPhone 300 (talk about new i-Phone coming) and Samsung (Galaxy2, member 250 wanting release information prior to having). On U-verse, TV Programming is a popular board (Longhorn network). There has 200 also been a noticeable increase in discussion about General 150 Network Coverage (catastrophic events -storms, earthquake and big power outage in CA). 100 50 Jan Feb March April May June July August Accepted Solutions Kudos20 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  21. 21. Social Media Team ThroughputData is up 7% MOM, Customer Accolades are up 28% MOM and TotalActionable items are up 11% MOM. Aug 2011 Aug YTD Program to Date Team Through-Put 348,462 3,110,301 7,917,776 Issues Resolved thru Direct Engagement 4,104 24,868 45,657 Customer Accolades 353 2,560 4,868 Aug 2011 Aug YTD Program to Date Total Actionable Items 7,850 45,641 88,728 Wireless 44.4% 54.6% 63.6% DSL 11.4% 12.4% 11.9% U-verse 25.1% 18.3% 14.3% Landline 3.3% 2.8% 2.6% Unknown 17.3% 12.7% 8.8%2121 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of 21 AT&T Intellectual Property.
  22. 22. Social Media Trending IssuesIssueCustomers contacting AT&T – often through social channels – to request U-verse TV content changesSteps Taken:1) The Social Media team discovered that no links or promotion of the channel survey (uversechannels.com/surveys/channel-survey) existed on facebook.com/U-verse, att.com or uverseonline.att.net web pages. Customer had to initiate a contact with AT&T in order to be given the survey link to record channel suggestion.2) The Social Media team advised responsible AT&T work groups of issue. U-verse Online Support almost immediately added a reference in the Knowledge Base articles, however, that reference will only appear if the customer finds it within “FAQ Support” on att.com.3) The Social Media team is working with appropriate groups to ensure the survey link is featured in appropriate AT&T properties including facebook.com/U-verse, att.com (including site search) and uverseonline.att.net. 22 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement

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