Extending the Channels of Communication Recruitment Response Center

Evolution of RRC Channels

Newest Channels

Problem: “ s are like Hitchcock’s birds. They pursue you relentlessly, hover in flocks, and leave you running for cover.” - Elizabeth Phillips, a teaching assistant and graduate student at University of Virginia, on what a nightmare (student) has become for professors and teaching assistants and how she dreads checking her , The Chronicle of Higher Education, May 31, 2002.

Solution: Web-based response software Annual subscription with unlimited licenses Uses response library and keyword methodology

Benefits: Speed of Answer Accuracy Message History Preservation Report Generation: Traffic, Productivity, Category

Benefit: Speed of Answer Research has shown that companies with highest customer satisfaction scores respond to s within 3 hours. ********************************************* Extinguisher: “Users are able to respond to approximately 90 percent of incoming messages in one-minute or less…”

RRC Traffic 2005

Problem: Any customer who goes to your web site and doesn't get a good answer is dissatisfied. Just the fact that they went on-line looking for an answer made them believe it was available. Marc McCluskey, an analyst with AMR Research

Compounded Problem: Cross-channel transactions are emotional by nature — customers who choose to escalate from the Web to an agent are already frustrated, anxious, or in need of reassurance. Sloppy channel transition makes matters even worse. Forester Research, Inc., 2005

Solution: Web-based chat software Monthly per seat subscription fee

Features Site Monitoring Co-browsing capability Offline functionality Surveys ACD Functionality

Benefits Speed of answer Lower operating costs Security Accuracy Report Generation: traffic, service levels, content Transcript history preservation

Benefit: Lower Operating Costs

Demonstration

Survey Question: the representative was really nice! but I hope I get an back very soon!!!! perfect!! Great~!! Its an excellent format! Asksuny representative was really AWESOME! she gave me many information! Thanks! =) Not sure. So far, it's been the easiest site I've come across! can't find any, very user friendly What area of our website could use the most improvement?

RRC Chat Traffic 2005

Cautions Staffing issues Budget issues Service Level issues

Contact Volumes: Phone Channel

Contact Volumes: Electronic Channels

Contact Volume Trends Phone vs. Electronic

Contact Volume Trends Phone vs. Electronic