2. Copyright CCa2z 20041 Do NOT Plan to Answer 90% of Calls Received (or Abandon 10%) View as PowerPoint Presentation Of 8k calls this CC set a target to answer 90% - achieving; Answered 87%6,960 Abandoned13%1,040 ASA65 secs Does it really tell us about the customer experience? Lets see what 87% answered feels like

3. Copyright CCa2z 20042 What 87% Calls Answered Feels Like Max Delay 26+ mins 8,000 calls offered 6,960 calls answd 4,200 < 30sASA 65s

4. Copyright CCa2z 20043 How long 13% Callers waited before giving up 1,040 Calls Aban Max wait 18+ mins

5. Copyright CCa2z 20044 Outcome of Planning to Abandon 10% of Calls Answered 87% Abandoned13% ASA65 secs Max abandon delay00:18:59 Max answer delay00:26:42 Answered < 30 s52%

6. Copyright CCa2z 20045 The Effects of Sub-Standard or No Service Level Customer –Poor customer service –Unable to get through –Considerable hold times –The need to abandon –CSR promise remains unfulfilled –Repeat calls are necessary until fulfilment –Fulfilment and quality are erroneous –The need to write –Competitor offerings –Churn CSR –Continuous calls –Limited wait times between calls –Handling complaints and problems all day –Command & control management –Low morale –High stress –CSR ‘burnout’ –Poor attendance –Attrition

7. Copyright CCa2z 20046 Rule of Thumb Don’t plan to abandon Set a service level target The Abandon rate achieved is the result of SL performance A SL of Answering 90% of calls within 30s is likely to achieve; –A 5 + s Average Speed of Answer –A 4-5 + % Abandon rate