MK Consulting Services

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Service Overview

DEAD AIR ANALYSIS

Dead Air- Project Overview Strategy & Execution

Targeted call listening to cover a sample distributed across CSR and C1 as per availability Sample: 478CallsCall Date Range: 12/01 – 12/05Call Types: AllSelection 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.

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Dead Air- Break

72%

13%

12%3%No

Issues

Dead Air

FT

PT

Temp

Agent Contribution

Beginning Middle End

4%8%

1%

Beginning Middle End

3%8%

1%

Beginning Middle End

1% 2% 1%

Ideal Call Flow

Begi

nnin

g 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?

Mid

dle

Opportunities (in some cases, agents didn’t follow ideal call flow)Instances

(Next Slide)

Pull Up Acct (example)

Call ID: UPARE03122014081609

Dead Air- As Per Call TypesCustomer Questions causing Dead Air- As per Call Types

2% 2%1.4% 1% 1% 1% 1% 1% 1%

Break up- As per Call Types (Sample 478 Calls)

Verify PaymentGeneral Inquiry

Credit DPABilling InquiryOpen Balance

Connect - Existing CustomerDisconnect

Connect - NEW CUSTOMERCollection Arrangements

LiheapMaintain Issuance

High BillBudget Billing

Disconnect/ConnectDeposit

Electric TroubleCustomer Choice

Enter Meter ReadingService Order Issuance

Medical Letters

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%

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

accountInquired 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

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Billing Inquiryi.Late Payment Chargesii.Billing Period

Verify Paymenti.Confirmation of Payment on Emailii.Payment Posted

Depositi.Address Incorrectii.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 HistoryTo Open Monthly Bill

Pull-up Outlook to end the Confirmation EmailSearch Payment History

Took 45 seconds to Investigate Correct AddressTo Open Bill History

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21%

22%

57%

Yes NoNot Professionally

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: callidd000000000000001Call ID: callidd000000000000002 Call ID: callidd000000000000003 Call ID: callidd000000000000004

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Recommendations

REASON ISSUE SUGGESTION

Pull Up 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 twowindows Change it to single window for all the updates

Additions

Required

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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

Replace

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Thank You!