EMPERICAL SATELLITE CASE

PRESENTED BY:• SUMANT KUMAR

• SIDDHARTH PATERIA

• ARISHA JAIN

• PURVA GHOSH

• AKSHANSH SAXENA

• RAJEEV SONEE

DILEMMA• Company- EMPERICAL SATELLITE should go

for operator(response from human) based voice system service or to continue with current i.e. computer based voice system service.

OR

COMPUTER BASED OPERATOR BASED

Result after conducting survey of respondents for computer based and human operator based service

VERYIMPORTANT

IMPORTANT

NEUTRAL OF LITTLEIMPORTANT

NOT ATALL IMPORTANT

VERY SATISFIED

38 62 40 20 200 360

SATISFIED

8 7 5 8 6 34

NEUTRAL 5 5 7 7 20 44

DISSATISFIED

3 3 6 7 8 27

VERY DISSATISFIED

3 5 7 9 11 35

TOTAL 57 82 65 51 245 500

HUMAN OPERATOR VOICE SYSTEM

COMPUTER

BASED

VOICE

SYSTEM

INTERPRETATION FROM THE SURVEY

VERYIMPORTANT

IMPORTANT

NEUTRAL OF LITTLEIMPORTANT

NOT ATALL IMPORTANT

VERY SATISFIED

38 62 40 20 200 360

SATISFIED 8 7 5 8 6 34

NEUTRAL 5 5 7 7 20 44

DISSATISFIED

3 3 6 7 8 27

VERY DISSATISFIED

3 5 7 9 11 35

TOTAL 57 82 65 51 245 500

HUMAN OPERATOR BASED VOICE SYSTEM

COMPUTER

BASED

VOICE

SYSTEM

Grid 1

GRID 2GRID 3

GRID 4

GRID 5

CATEGORY-WISE STRATEGIESGRID 1.

Total of 38+62+8+7= 115 which is 23% of total respondents.

As, they are very satisfied and satisfied with the current i.e. computer based voice system but still they hold a strong opinion i.e. very important and important for human based voice system.

We can DELIGHT these kinds of customers by :

Providing an OPTION to shift to human based voice system.

If customers ask for responses from a human being, he should be provided with such facility instantly.

VERYIMPORTANT

IMPORTANT

VERY SATISFIED 38 62

SATISFIED 8 7

GRID 2.

• They are the customers who are very satisfied and satisfied and have little or no importance of taking in the human based operator voice system.

• As they are total 20+200+8+6=234 i.e. 46.8%• Thus for them, it should be left as it is. There is no

changes required for them.• But the company should work to DELIGHT these

customers by added features in computerized voice system as they contribute a decent percentage of business to the company.

• They can work on customization and by providing ease in handling the calls.

Grid 3.• Neutral Category : Divided into 4 parts:

1. Those who are very satisfied and satisfied with the computerized system :

As they have given the neutral response for human operator voice system, Company should concentrate in improving the computerized technology, and try

to bring them to DELIGHT level.

2. Those whose responses are neutral with computer voice system but their opinion for Human Operator Voice System are very important, important and neutral i.e. 5, 5, & 7 respectively.

Company should CUSTOMIZE their services in Computerized based and try to bring them to satisfied customer category.

OR

As for these customers, Human operator voice system plays an important role, the company should change its way of dealing with these people and should immediately change to human operator voice system.

CRITICAL AREAS…….(RED ZONE)GRID 3 continued…

3. Those who have neutral feedback for computerized voice system and also hold little importance or no importance for human voice system.

As they are neutral in satisfaction measures, and also bringing in the human voice system does not hold important role, they should be scrutinized further and find out the measures to satisfy them.

.

4. Those who are dissatisfied and very dissatisfied and, also, are neutral forHuman based operator system.

• As this scenario gives wrong impression for a company, Company must find a way to get these customers out from dissatisfaction level and ask for feedback for their such responses.

• The company should modify its current version of technology which is being used in computerized voice system

OR• Bring in the human voice system and measure & compare their satisfaction level.• The one which will give good result, bring in and enhance it further.

ORIMPROVE THE CURRENT ELECTRONICE VOICE SYSTEM ALSO GIVING A CHOICE OF HUMAN VOICE SYSTEM SIMULATENEOUSLY IMOROVISING THE BACK-END SYSTEM TO SATISFY AND DELIGHT ALL THE DISSATISFIER TO WHICH EVR GRID THEY BELONG.

Grid 4.• The customer who are very dissatisfied and dissatisfied

with the current system and human operator plays very important and important role:

• For these customers, the company see a clear indication that they are not at all satisfied with computerized voice system and they want response from human operator

• Thus the company is left with no other choice, than switching to human operator system as soon as possible to provide the satisfaction, beside improving on the back-end system to convert the dissatisfies into satisfiers

VERY IMPORTANT IMPORTANT

DISSATISFIED 3 3

VERY DISSATISFIED 3 5

Grid 5.

OF LITTLE IMPORTANT NOT AT ALL IMPORTANT

DISSATISFIED 7 8

VERY DISSATISFIED 9 11

Customers who are dissatisfied and very dissatisfied with the computerized voice systemAnd also do not hold any strong view point in bringing in human voice operator system.

The total are 7+9+8+11= 35 i.e. 7% of total population.

Problem• These customers have received very bad service from the computerized voice system

and also do not hold any important place for human voice system.Recommendation• The company must reprogram its computer system.• The company should give both option as they do not hold any important role, so Bringing in the human voice system can play an important factor for their satisfaction. The backend should be simultaneously improvised to convert the dis-satisfiers to satisfiers.

Compare• Customers who are very dissatisfied, dissatisfied and neutral to computerized voice system and

want human operator based importance…Total : 42 i.e. 8.40%• Customers who are very dissatisfied, dissatisfied and neutral to computerized voice system and

have no or little importance for human operator voice system…Total are 60 i.e. 12%Customers who are very satisfied, satisfied and neutral to computerized voice system and want human operator based importance…Total are 115 i.e. 23%

GRAND TOTAL : 43.40%

they are the customers who will be delighted, if the company provides human operator voice system.This will attract more customers through +ve WOM and will benefit in long term.

FINAL RECOMMENDATIONUpgrade the existing EVS and introduce a choice of human voice system.Understand all the current dis-satisfiers and expected features, correct them and improvise them and delight the customers.Keep regularly measuring the service performance and do early before rivals do.

Thank

you