End-of-summer presentation for the Customer Service Quality Project. It's mission was to determine what the Weill Cornell technology users thought of the IT Call Center's service and what areas to improve customer satisfaction

1. p. 1
User Support Group
Customer Service and Quality
weill.cornell.edu
John Scrugham
Customer Service Quality Intern
jos2069@med.cornell.edu
503.789.0078

2. p. 2
What I’m doing here
• Customer Service Quality Analyst
– User Support Group
– Directly report to Robert Pereda
• Cornell job posting
• Start May 22
Job
Customer Service Quality Project
• What the users think of the ITS service
• What areas to improve customer satisfaction

3. p. 3
Roadmap
 Overview of Project
 Findings
 Solutions
 Next Steps

4. p. 4
Findings: data collection and insight
1. USG one-on-
one Interviews
Qualitative Data 2. Department Focus Groups
3. Follow-up Calls
Analysis of Interactions
4. Survey data
5. Call Monitoring
6. Best Practices
Customer
Employee
Handout

5. p. 5
1. USG Interviews
• Service Desk
– Ownership
– Understanding the customer
• Desktop Support
– Ownership
– Documentation

6. p. 6
2. Department Focus Groups
• Web of Support—Customers are asking for
tools:
– to better troubleshoot their own issues
– to train their own employees on basic IT
tasks so they don’t have to wait for ITS to
come by.
• Checklists
– Missing points: Onsite techs are not
completing the job 100%, customer needs to
handhold them to make sure they don’t
forget anything.
• Variability in agent service
• Priority
– Function and problem
• Business Relationship Managers
Handout p.2

7. p. 7
3. Follow-up Calls: what the customers had to say
• Communication of process
• Making sure issue is solved

8. p. 8
Findings: data collection and insight
1. USG one-on-
one Interviews
Qualitative Data 2. Department Focus Groups
3. Follow-up Calls
Analysis of Interactions
4. Survey data
5. Call Monitoring
6. Best Practices
Customer
Employee

9. p. 9
4. Survey: summary of satisfaction
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Percentofsurveys
Month
Customer Satisfaction: 17 months
Very Satisfied
Satisfied
Unsatisfied
Very Unsatisfied
2011 2012

10. p. 10
Time to complete email request and wait time with
online request and desktop support are major issues
1.50
2.00
2.50
3.00
3.50
4.00
Call Email Online Desktop
Rating
Channel of Customer Ticket
Ratings across all channels
satisfied
time_complete
wait_time
knowledgeable
priority
clear

11. p. 11
Time to complete a case and agent knowledge are
strong determinates of customer satisfaction
Regression Statistics
Multiple R 0.847
R Square 0.717
Adjusted R Square 0.716
Standard Error 0.454
Observations 1656
ANOVA
df SS MS F
Regression 7 861.7951999 123.1136 596.6603
Residual 1648 340.0447759 0.206338
Total 1655 1201.839976
Coefficients
Standard
Error t Stat P-value
Intercept 0.65 0.0471 13.814 3.77E-41
time_complete 0.30 0.0170 17.702 2.47E-64
wait_time -0.02 0.0075 -2.488 0.012954
knowledgeable 0.32 0.0206 15.382 5.38E-50
priority 0.08 0.0175 4.755 2.16E-06
clear 0.07 0.0149 4.408 1.11E-05
helpful 0.06 0.0117 5.450 5.8E-08
one_person_handle 0.04 0.0138 2.632 0.008564

12. p. 12
Time is most important to customer indicated in survey
free response
0
20
40
60
80
100
120
140
160
180
200
Time Helpful Resolve(d) Knowledgeable Wait Response /
Respond
Nice/friendly
NumberofOccurances
Word used in free response
Top 7 Things Our User's Value When Dealing With USG
Positive
Neutral
Negative

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5. Call Monitoring
1. Agent quality/ performance
2. Service desk quality in 4 areas of performance measurement
Handout p.6

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Agent quality/ performance is highly variable
0.4
0.5
0.6
0.7
0.8
0.9
1
PercentAchievedinEvaluation
Agent
Agent Skill Range (ordered by “service”)
Process
Effectivenes
Service
Documentation

15. p. 15
Documentation is the biggest problem with only 65% of
process correct and with high variability
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Effectivenes Service Process Documentation
PercentAchievedinEvaluation
Call Monitoring Section
Call Monitoring Agent Skills
Average
Range
Energetic (57%) Review (58%)
Verify user information (63%)

16. p. 16
Findings: data collection and insight
1. USG one-on-
one Interviews
Qualitative Data 2. Department Focus Groups
3. Follow-up Calls
Analysis of Interactions
4. Survey data
5. Call Monitoring
6. Best Practices
Customer
Employee

17. p. 17
6. What are the best customer-centric
companies doing?
1. 2011 Temkin Experience Ratings Report
2. Beyond Satisfaction: J.D. Power 2012 Customer Service
Champions Report
3. BusinessWeek Customer Service Champs
4. StellaService Best Customer Service Companies

18. p. 18
Entrepreneurial empowerment
Welcome to Nordstrom
We're glad to have you with our Company. Our number one goal is
to provide outstanding customer service. Set both your personal
and professional goals high. We have great confidence in your
ability to achieve them.
Nordstrom’s Employee Handbook gives employees complete freedom to satisfy
customer
Does the same:

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Aggressive, customer-focused new hire training for all
Does the same:

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Customer-centric values
10 Core Values:
1. Deliver WOW Through Service

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Values lead to actionable employee expectations
20 Basic Expectations:
7. Guest incident action forms are used to record and
communicate every incident of guest dissatisfaction. Every
employee is empowered to resolve the problem and to prevent a
repeat occurrence.

22. p. 22
Reinforce values through daily meetings
“Lineup”15-minute meeting
“Wow story" of the day
Recognize an employee’s
commitment in front of his or her
peers and to reinforce a service
value.
Does the same:

23. p. 23
Solutions
A. Service-focused culture and structure
B. Entrepreneurial empowerment
C. Business Relationship Managers (BRMs)
D. Minimize perceived wait time
Qualitative Data Analysis of Interactions Best Practices
Handout p.1

24. p. 24
Supporting Activities
A. Service-focused culture and structure
ITS Mission/Purpose
USG Mission/Purpose
SD DS
Customer-Centric Values and
Goals
Agent Expectations and
Standards
New Hire Training
Feedback/ Reinforcement
-Lineups
-Call Monitoring

25. p. 25
New Hire Training
ITS Customer Training
• Department shadowing
• Call center training
USG Components of Measurement
1. Process: If this, then this scenarios
2. Effectiveness: Knowledgeable
3. Service: Helpful, nice, professional, clear
4. Documentation: User information, good writing

26. p. 26
Feedback/ Reinforcement: Call Monitoring
1. Education
1. Suggestions
2. Holes
3. Call recording
2. Motivation
Suggestions:
1. If the problem is not solvable, specifically by the service
desk, work hard to explain the circumstance and that we
cannot service the product. We will help out initially, but no
more. We should not have spent 32 minutes on this call.
2. Good job taking ownership of issue and looking at all
aspects of the problem.
3. Why didn't you close out the case in Heat after you
worked on it?
Service
Personable 0.5
Energetic 0.4375
Willing to Help 0.67
Empathized 1
Courteous 1
Handout p.10

27. p. 27
B. Entrepreneurial Empowerment
• Checklists
• Cross training
– Self-assign with ETAs
• Case flow (next slide)

28. p. 28
Case from birth until death
User has issue
Handle yourself. Escalate to self if
possible.
Escalate outside.
Warm transfer.
Case Closed
User receives email: Case closed correctly?
Yes: Ok. Customer’s
case is done.
No: Resolve
problem and put
priority.
No Response: : If
survey is not filled
out after 2 days,
call customer back.
Ensure case is
resolved. Direct to
survey either way.

29. p. 29
C. Business Relationship Managers
• Overview: Serve as a link between USG and
WCMC departments so that we can better get
user feedback and address their needs.
• Additionally:
– Individually train main contacts to make
super users
– Department-to-department communication
and best practices
– Personal relationships

30. p. 30
D. Minimize perceived wait time
• Updates(Apple)
• ETAs of current queue (The Ritz-Carlton)
• Automated call dialogue: ETAs when user calls
service desk (Disney)
*not addressing overall wait time issues because not addressing the
system

31. p. 31
Next Steps: Solutions Phase 1
• Service-centric
– Now: daily meeting “lineups”
– Now: 2 calls/ month/ agent. Review in 10 minute monthly
meeting
– Top-level decisions: values/purpose
– Draft expectations with agents
– Collect training material
• Empowerment
– Draft “new connects” checklist for each department
– Have requester sign off when completed
• BRMs
– Roles/ responsibilities

32. p. 32
Next Steps: Customer Feedback
• BRMs: weekly meetings. Submit meeting minutes to manager
• Agent follow-ups: 5 follow-ups will have feedback questions
– Directing to survey

33. p. 33

34. p. 34
Questions?
weill.cornell.edu
John Scrugham
Customer Service Quality Intern
jos2069@med.cornell.edu
503.789.0078