comed - dead air analysis 2

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DEAD AIR ANALYSISCOMED

© HyperQuality 2014 2

Dead Air- Project Overview

Strategy & ExecutionTargeted call listening to cover a sample distributed across CSR and C1 as per availability

Sample: ComEd – 478Calls

Call Date Range: 12/01 – 12/05

Call Types: All

Selection 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 ComEd 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

HQ to assess under what situations dead air occurs through which an extensive analysis on calls with dead air will be measured.


Dead Air- Break Up

72%

13%12%3%

No Issue

s

Dead

Air

FT

PT

Temp

Agent Contributi

on

Beginning Middle End

4%

8% 1

%


3%

8% 1

%


1%

2% 1

%

Ideal Call Flow

Begi

nni

ng

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/

NotationPull 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


25%

3%

0%

1 Instance 2 Instance 3 Instance 4 Instance

While in most cases, there was just 1 instance of dead air on the call, primarily observed from the supervisors- Davenport Ericka @ 3% and Joel Vidican @2%

Dead Air Instances

ruddjl01122014140820Call ID -

3% call volume lands under ‘Verify Payment’ when CSR had put the customer on

hold only once

1% call volume lands under ‘General Inquiry’ when CSR

had put the customer on hold twice


Customer Questions causing Dead Air- As per Call Types

Dead Air- As per call types

Billing Inquiry

Verify Payment

Deposit High Bill Collection Arrange

Maintain Issuance

Budget Billing

Credit DPA

General Inquiry

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

chargesWanted to check if

address was correct

Payment posted on the account made via

Mycheckfree

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


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 send the confirmation email

Search Payment History

Took 45 seconds to investigate correct address

To Open Bill History


21%

22%

57%

Yes NoNot Professionally

Agent Proactiveness to inform prolong silence/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.

CTNG901122014105506Call ID -

Call ID: carrnr03122014103558Call ID: gilejs03122014140149Call ID: REDNM01122014152543Call ID: CTNJ003122014100633


RecommendationsREASON 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 in CIMS

Templates(50% +Call Types do not have the

template)

For More than 50% Call Types ComEd 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


RecommendationsREASON 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


Cost Benefit Impact (What’s in it for ComEd)

Forecasted 100%

Forecasted 50% Forecasted 25%

Dead Air observed 28.24% Calls 28.24% Calls 28.24% Calls

Avg Dead Air on 28% Calls 25.4 25.4 25.4

Total Sample Size 478 478 478

Average Dead Air on the total sample size 7.17 Seconds 7.17 Seconds 7.17 Seconds

Potential To save Dead Air per call 3.80 Seconds 1.90 Seconds 0.95 Seconds

Potential To save Dead Air in a month (if 100K Calls) 6346.78 Minutes 3173.23 Minutes 1586.61 Minutes

AHT 5 Minutes 5 Minutes 5 Minutes

Total Calls saved in a month 1269.29 Calls 634.64 Calls 317.32 Calls

Rate Per Call (As per industry standards) $6 $6 $6

Total Saving in a month $7,418 $3,808 $1,904

Total Saving in a Year $89,012.88 $45,694.08 $22,847.04


Thank You!


Appendix


Recommendation Screenshot for account Details Window

Account Details Window (Potential to reduce 27% overall dead air)

Issue – CSRs have to navigate a lot to see the details through account details window which lead to dead air. Benefit of this window is that there are few shortcuts to reach the desired options directly. Currently there are few options in account details window which are hardly used due to less call volume. For eg: Programs, Work Flow Manager and enter meter reading. Below is the screenshot for the same:

Suggested Action –

Instead of putting Programs, Work Flow Manager and enter meter reading as shortcuts, HQ recommends to put Credit DPA, Billing Inquiry and Disconnect as shortcuts because there call volume is comparatively higher than the mentioned above options.

comed - dead air analysis 2

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