1. First Call Resolution: How to Improve Customer Satisfaction by Rosanne D’Ausilio, Ph.D. Human Technologies Global, Inc. www.human-technologies.com

2. How Important Was Your Overall Call Experience in Shaping Your Image of the Company? BenchmarkPortal Inc./Purdue University ©2010 Human Technologies Global, Inc. www.human-technologies.com

3. Biggest Barrier to Self-Service Effectiveness? Source: Kanisa & CRM Magazine Webinar It’s too hard for customers to find what they need Customers don’t trust the system/answers The answers aren’t there Customers don’t know about it ©2010 Human Technologies Global, Inc. www.human-technologies.com

4. Common Customer Demands Better integration between self service and assisted service Better integration between email and agent services Seamless delivery of service Don’t have to repeat self © 2010 Human Technologies Global, Inc. www.human-technologies.com

5. Caller Satisfaction Purdue Research Foundation First and Final:  Strongest Driver  Significant Impact on Caller Satisfaction  Relationship Between First/Final and Caller Satisfaction © 2010 Human Technologies Global, Inc. www.human-technologies.com 86% = Best Practices 14% = ????

6. Two Strikes You’re Out When would you switch due to poor customer service? Source: destinationcrm.com weekly poll © 2010 Human Technologies Global, Inc. www.human-technologies.com

7. Latest Statistics Dimension Data Global Contact Center Benchmarking Report FCR dropped from 87% to 70% Customer Satisfaction 82% to 68% Global attrition = 24%; North America = 31% 75% of operational budgets = Staffing North America 64% of operational budgets = Staffing Africa/Asia ©2010 Human Technologies Global, Inc. www.human-technologies.com

8. FCR Study by Callcentres.com  Dramatic fall in Call Volume —20% of all calls are repeat calls from customers who didn’t get what they wanted/needed  Cost of complaint call not handled in FCR escalated by 500%  An unhandled inquiry costs 350% vs. FCR  25-30% of operating cost is spent on dissatisfying the customer, i.e., no FCR © 2010 Human Technologies Global, Inc. www.human-technologies.com

9. Agent Error = 65% of Repeat Calls 1.Doesn’t give a confident answer 2.Doesn’t set the proper expectations 3.Doesn’t follow through on a commitment 4.Simply gives the wrong answer Each additional call = 20% drop in customer satisfaction Unresolved call – 5 x more likely to defect © 2010 Human Technologies Global, Inc. www.human-technologies.com

10. Do You Measure… What percentage of your customer’s concerns/ questions are handled on first contact? How frequently your customers contact you? Do you identify repeat calls? Can you segment responses by type of call? Do you ask your customers if their concern was resolved, and how many contacts it required? © 2010 Human Technologies Global, Inc. www.human-technologies.com

11. Calculate FCR Determine these 3 things: 1. Is it the same caller? 2. Is it for the same reason? 3. Did it occur within a present callback time window? © 2010 Human Technologies Global, Inc. www.human-technologies.com

12. Formula for Repeat Calls Based on 200,000 calls per quarter # of Calls% Problem Calls# of Addtl Calls 2 Calls 14%28K x 1 = 28,000 3 Calls 11%22K x 2 = 44,000 4 or More 8%16K x 3 = 48,000 120,000 120,000 x $5 cost per call = $600,000 or $2.4M annually © 2010 Human Technologies Global, Inc. www.human-technologies.com Source: Dr. Jodie Monger, The CEO Refresher

13. Techniques for Measuring FCR Agent self reporting Ask caller at end of call QA call monitoring program Post-call surveys (IVR) Post-call surveys - (follow up call) FCR tracking technology © 2010 Human Technologies Global, Inc. www.human-technologies.com

14. Top 5 Ways to Achieve FCR A scent Group Study 1.Focused FCR Training 2.Incorporating FCR into Monitoring/Coaching 3.Root Cause Analysis 4.Improving FCR Comm & Agent Awareness 5. Process Improvement © 2010 Human Technologies Global, Inc. www.human-technologies.com

15. Best Practices to Measure FCR Ask the customer – their perception matters If a survey: “Was your call resolved?” and/or “How many calls did you make to resolve your call?” If a call is transferred and the next person resolves the issue--without the customer having to call back--it is FCR T H E N – Identify gaps, adjust as needed © 2010 Human Technologies Global, Inc. www.human-technologies.com

16. Improving FCR can Reduce overall customer calls Decrease rework Improve service Enhance customer satisfaction Up-sell and cross-sell opportunities Heighten value customer interactions Take customers from satisfied to loyal © 2010 Human Technologies Global, Inc. www.human-technologies.com

17. Chinese Symbol ‘ Crisis is an opportunity riding on the dangerous wind.’ © 2010 Human Technologies Global, Inc. www.human-technologies.com

18. Needs Assessment Strengths/Weaknesses Common threads among applications? Mixed Messages? Stress Levels Changes: –Software/Hardware –Systems/Procedures –Management –Logistics Empowerment? Why are your customers calling? Typical Call/Call from Hell What isn’t communicated effectively/efficiently? What’s the biggest gripe? What gets accelerated? Tunnels with no cheese? © 2010 Human Technologies Global, Inc. www.human-technologies.com

19. Core Competencies Active Listening Empathy Communication Asking Questions Confirming/Clarifying Rapport Building Common Phraseology Problem Solving Creativity Anger Diffusion Managing Differences Stress Reduction Managing Change Grammar/Spelling, etc. © 2010 Human Technologies Global, Inc. www.human-technologies.com

20. Training Modules  Acknowledgment  Customer Service/Exp  Change Management  Stress Management  Communication  Listening Skills  Rapport Building  Anger Diffusion  Conflict Resolution  Language Skills/E-mail  Common Phraseology  Perception Shifting  Empathetic Responsiveness © 2010 Human Technologies Global, Inc. www.human-technologies.com  Service With a Smile  Certification Programs

21. ©2010 Human Technologies Global, Inc. www.human-technologies.com

22. Benefits of Certification. Boost efficiency Lower turnover; retain motivated staff Help set individual performance plans/goals Maintain morale Improve professionalism Attract, reward, retain, promote Match career path and work ethic Compensation alignment ©2010 Human Technologies Global, Inc. www.human-technologies.com The more professionally you treat employees, the more professionally they will treat your customers

23. Questions to Ponder 1)How much will it cost you to have a live voice on the telephone—and even more important—how much will it cost you if you don’t?!!! 2)What if you don’t train your people (be- cause they’ll just leave to go to the next company)…and they stay?!!! © 2010 Human Technologies Global, Inc. www.human-technologies.com

24. Direct Inquiries To: Rosanne D’Ausilio, Ph.D., President Human Technologies Global, Inc. 3405 Morgan Drive - Carmel, New York 10512 845/228-6165 Fax 928/223-6165 866/228-1497 e-mail rosanne@human-technologies.com www.human-technologies.com www.HumanTechTips.com – newsletter www.drrosanne.com - blog www.customer-service-expert.com/report.htm