2. Why should we lower call times?
Call times are a monumental part of our company. Customer
satisfaction is directly impacted by wait time and a longer wait
time increases stress on employees. In order to further progress in
these fields we will actively need to find ways to reduce a user’s call
waiting time.
3. ThreatTrack Security is a network security company
dedicated to keeping malware out of your computers.
My name is Cody Parker, and I am a current employee atThreatTrack Security looking into
what we can do to optimize work flow.
4. Lowering CallTimes Increases
Satisfaction
With a lower call holding and handling time, customers
will be able to get their problems resolved in less time,
alleviating stress and dissatisfaction.
5. How is it now?
Currently we are sitting at an average of a
12.25 average minute wait. We are
projecting to get this to 5 minutes or
under.
Call handling time is right at 14 minutes
per call.
6. WhatWill MakeThis Happen?
We will need a few things to happen in order for us to be successful:
• Hire on an additional 5 people into the department
• Better utilize the knowledge database
• Have a tiered automated menu for calls
7. Other Possibilities
Support during weekdays only
• Reduce number of days needed to five
• Less cost on payroll budgeting
• Easier to operate with smaller staff
Reduce hours to 9 A.M. to 6 P.M.
• Reduce total open time by minimum twenty-
one hours weekly
• Only one shift to cover, not two
• Full staff on most days
8. What HasThe Most Benefit?
The best option that we have is to hire on an additional 5 people
while moving our schedule to Monday through Friday and
optimizing our knowledge base.
9. Benefits and Risks ofThis Decision
Benefits
• Higher customer satisfaction
• Less stress for team and callers
• Easier to schedule
• More manageable call load
Risks
• Unhappy consumers on weekends
• Higher payroll weekly
• Decrease in short-term productivity while
training
10. Who does this effect?
Key stakeholders include employees, management, and customers.Those
involved will be all but the customers, allowing all changes to be internal.The
impact, however, will hit everyone, resulting in a much easier, more
manageable work environment. Less stress on employees means they’re more
pleasant. Less waiting means the customer isn’t as angry. It’s aWin-Win all
around.
11. Changes NeedTo Be Made
Something needs to be done. As it
stands, customer satisfaction is down due
to manageable changes that can be
implemented. With this proposal we will
see a higher customer satisfaction and
easier manageability in the department.
This is a clear choice.
12. References
Montgomery,Tim. "How to Make OthersWant to Move Forward." Experts on Customer Service
in Contact Centers. N.p., n.d.Web. 10 Apr. 2014.
Kumar, Narendra. "IndiaTravel Blog." IndiaTravel Blog. N.p., 9 Sept. 2013.Web. 10 Apr. 2014.
"About Us." Gamechangers. N.p., n.d.Web. 10 Apr. 2014.
