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Dead Air & Hold Time Analysis
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- 4. Dead Air- ProjectOverview Strategy & Execution Targeted call listening to cover a sample distributed across CSR and C1 as per availability Sample: 478Calls Call Date Range: 12/01 – 12/05 Call Types: All Selection Criterion: Random calls (As per evaluations) Focus: – When was maximum dead air observed – Number/Instances of dead air on calls – Was dead air observed when customer asked questions? – Why did agent take time to respond to the questions Project Background Calls at an utility company have been observed with lots of Dead air or silence consistently since the launch of new QA form in Jan 2013. (72% in the month of October’14) Project Intent MK to assess under what situations dead air occurs through which an extensive analysis on calls with dead air will be measured.
- 5. 5 Dead Air- Break 72% 13% 12% 3% 28% No Issues Dead Air FT PT Temp Agent Contribution 4%8% 1% Beginning Middle End 3% 8% 1% Beginning Middle End 1% 2% 1% Beginning Middle End Ideal Call Flow Beginning Pull up Account (45%) Review Account (26%) Notation (24%) Idle (1%) Check Acct Details/Bill Details/Address (29%) Notation (23%) Update Customer Details (14%) Pull up Acct, Email, BM (13%) While Processing (9%) Check Eligibility/ Sitting Idle and Login/ Tools Not Ready (5% each) End Payment Processing (44%) Check Bal/Date of Connection, Notation, Check Website, Duplicate Bill (13% each) Review the Account (6%) Check service order/WFM/Bill info/ Contact History Payment Processing/ Notation Pull up Acct & Review Acct Total dead air – 671 Seconds Total dead air – 2312 Seconds Total dead air – 447 Seconds At what stage ‘dead air’ was observed? Middle Opportunities (in some cases, agents didn’t follow ideal call flow) Instances (Next Slide) Pull Up Acct (example) Call ID: UPARE03122014081609
- 6. Dead Air- AsPer Call Types Customer Questions causing Dead Air- As per Call Types 2% 2% 1.4% 1% 1% 1% 1% 1% 1% Billing Inquiry Verify Payment Deposit High Bill Collection Arrange Maintain Issuance Budget Billing Credit DPA General Inquiry Break up- As per Call Types (Sample 478 Calls) 92% 95% 97% 97% 98% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 99% 100% 100% 100% 100% 8% 5% 3% 3% 2% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 0.21% 0.21% 0.21% 0.00% Verify Payment General Inquiry Credit DPA Billing Inquiry Open Balance Connect - Existing Customer Disconnect Connect - NEW CUSTOMER Collection Arrangements Liheap Maintain Issuance High Bill Budget Billing Disconnect/Connect Deposit Electric Trouble Customer Choice Enter Meter Reading Service Order Issuance Medical Letters No Dead Air Dead Air Volume Out of 28% ~ On 10% calls, dead air is driven by customer questions VERIFY PAYMENT BILLING INQUIRY DEPOSIT Confirmation of payment on email Customer inquired about late payment charges Wanted to check if address was correct Payment posted on the account made via special free service Customer inquired about last payment made on the account Inquired about deposit amount status Has payment been posted? Customer asked about billing period - Questions Asked Observed Dead air due to flaw in the technology and process which will be discussed in the recommendation slide 6
- 7. Billing Inquiry i.Late Payment Charges ii. Billing Period Verify Payment i. Confirmation of Payment on Email ii. Payment Posted Deposit i. Address Incorrect ii. Deposit Amount Status Agent Responses - Where Customer Questions Drove Dead Air Major drivers for dead air Reason for delay in agent response To Check Previous History To Open Monthly Bill Pull-up Outlook to end the Confirmation Email Search Payment History Took 45 seconds to Investigate Correct Address To Open Bill History 7
- 8. 21% 22% 57% Yes No NotProfessionally Agent Proactiveness To Inform Prolong Dead Air Agent/s did not inform about silence/dead air In more than half of these calls, agents aren’t notifying the customer about the ‘silence’ (dead air) in a professional way. Following words were used: One moment @61% One moment please @24% Just/wait a moment @11% One Second/ Hold on @4% *** Above reasons carry an impact to the QA scores as per guidelines Only 2% times agent/s used the mute button. Customers sounded confused when no notification was given for silence or dead air. For Eg: “Hello Hello”, “are you there” etc. callidd000000000000006Call ID - Call ID: callidd000000000000001 Call ID: callidd000000000000002 Call ID: callidd000000000000003 Call ID: callidd000000000000004 8
- 9. Recommendations REASON ISSUE SUGGESTION PullUp Account (18% overall dead air contribution) Type Address manually to search Account number (Currently second option) Search Account number through telephone number (Make it second option) Contact History (20% overall dead air contribution) Disposition list in CIMS is not demonstrative enough Make some additions in the disposition list Templates (50% +Call Types do not have the template) For More than 50% Call Types, the company does not have the designed template Design the template for remaining call type. CSRs need training to improvise on the typing speed Update Customer Details (9% overall dead air contribution) CSR has to update the details in two windows Change it to single window for all the updates 9
- 10. Recommendations REASON ISSUE SUGGESTION Processing (6%overall dead air contribution) CSRs process payment in two windows Change it to single window for all the processing Call Flow Finish notation while being on call Increase wrap time to finish notation to complete pending notation Account Details Window (Potential to reduce 27% overall dead air) Under ‘Account details Window’ Programs, Work Flow Manager and enter meter Reading options are hardly used due to less call volume Replace with Credit DPA, Billing Inquiry and Disconnect as shortcuts because there call volume is comparatively higher 10
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