agora customer service cs overview, roles, responsibilities geoff strawbridge, tim sedlock september...
DESCRIPTION
CS Roles Product Support for Agora’s subscription services ( , phone) Billing, Tech (some) Support Community Moderation for Message Boards (except MOHP) Contact Center Hours of Operation: Mon – Fri 9am – 8 pm Eastern Time Product feedback to Tony, Mark, Ken, etc Routine Partner communicationsTRANSCRIPT
Agora Customer Service
CS Overview, Roles, Responsibilities Geoff Strawbridge, Tim Sedlock
September 2003
CS Organization
Jo an n a B arn es
S e th B ro w n
S a n d y R yan
E lissa S h e v in sky
T im V e cc h ia re lli
F T E m p lo ye es
C a re y A u b e rt
A m e lia A vd ic
D e n is A vd ic
B e tsy G re e na w a lt
R a che l R od n ey
L isa S h e ld on
L izz y Ju ras
P T E m p lo ye es
P T P ro d u ct S up p o rtP h on e s, 9 -5
P T P ro d u ct S up p o rtP h on e s, 9 -5
P T P ro d u ct S up p o rtP h on e s, 2 -8
P T P ro d u ct S up p o rtP h on e s, 2 -8
O p e n P o sitio ns
T im S e d lo ckD ir, C S
G e o ff S tra w brid geV P , CS
CS Roles
• Product Support for Agora’s subscription services (email, phone)
• Billing, Tech (some) Support• Community Moderation for Message
Boards (except MOHP) • Contact Center Hours of Operation:
Mon – Fri 9am – 8 pm Eastern Time• Product feedback to Tony, Mark, Ken, etc• Routine Partner communications
CS VolumesMonthly Email Volume
August 2003
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
10000
inbound eGain
CS Volumes cont’dDate Alias Volume8/1 - 8/31/2003 [email protected] 38/1 - 8/31/2003 [email protected] 08/1 - 8/31/2003 [email protected] 348/1 - 8/31/2003 [email protected] 6308/1 - 8/31/2003 [email protected] 3228/1 - 8/31/2003 [email protected] 1938/1 - 8/31/2003 [email protected] 40048/1 - 8/31/2003 [email protected] 08/1 - 8/31/2003 [email protected] 108/1 - 8/31/2003 [email protected] 08/1 - 8/31/2003 [email protected] 3838/1 - 8/31/2003 [email protected] 93118/1 - 8/31/2003 [email protected] 13588/1 - 8/31/2003 [email protected] 1198/1 - 8/31/2003 [email protected] 5430
21797
Legitimate customer inquiries
Spam, Virus/Worm hasInflated the volume in thisqueue
CS Volumes - phone
• Inbound call volumes (1700-2000/wk)
• SBDO largest volume (60% of total)
8/4 - 8/17 (two weeks)CS Weekly Volumes
Total Calls Avg Talk Time Median Talk TimeAvg Cost Per CallSouth Beach Diet 2309 2.17 1.8 $0.17
Agora General Number 1204 1.73 1 $0.13My Optimum Health Plan 141 2.00 1.6 $0.19
Left Behind Prophecy 128 2.19 1.65 $0.15Search for Jesus 81 1.87 1.4 $0.16
3863 1.99 1.49 $0.16
Team update
• Key Issues: – strong customer demand (i.e.,
volumes outpace human capacity)– Service levels (24-48 hrs)– Cancellations stabilized– Scalable systems (egain, T1, new
phone)