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IEEE Member & Customer Contact Center Presented by Marianne Schmidt, Director, IEEE Member and Customer Contact Center.

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Presentation on theme: "IEEE Member & Customer Contact Center Presented by Marianne Schmidt, Director, IEEE Member and Customer Contact Center."— Presentation transcript:

1 IEEE Member & Customer Contact Center Presented by Marianne Schmidt, Director, IEEE Member and Customer Contact Center

2 Profile of Service ► Assist our members with their IEEE & Society Membership ► Information about IEEE Volunteer opportunities ► IEEE Job Site ► Their personal IEEE alias ► Scholarships and Awards ► IEEE-USA Salary Survey ► Conferences in their technical field and geographic location

3 ► Accessing electronic IEEE Publications through IEEE Xplore ► IEEE Member Digital Library ► Establishing and maintaining IEEE Web Account ► Keeping contact information updated ► Annual Membership Renewal ► Publication Delivery Profile of Service

4 Proactive Outreaches to over 60,000 members with personal telephone calls targeted at recovering and retaining memberships & welcoming new members.

5 Member Services helps prospective members know the benefits of membership and the professional value of joining the IEEE and Help existing members in obtaining the most value from their IEEE membership experience.

6 Member Services Profile of Operation Member Services Profile of Operation Member Service is a diverse group of frontline professionals with more than 200 combined years of experience in the service industry.

7 Key Performance Indicators help manage our service to our members ► Call Abandonment Rate ► Telephone Responsiveness Service Level ► Service Requests (Written) Response Time ► Productivity Contacts per hour ► Attendance & Punctuality ► Quality of responses ► Cost per contact

8 Member Contact Activity Membership Year 2007 ~ Membership Year 2008 ► Moderate increase in volume year to year ► Call Length approx 3.5 min to 5.0 min ► Length & Complexity of inquiry increased ► Service Membership related inquiries, respond to system comments, educate on users new experience Q Jan Q 2007 Jan 2008 Telephone Calls 12,3456,56413,4637,263 Service Requests ( ) 22,91611,65923,02515,007

9 Member Contact Activity

10 Member Services Profile of Operation Staffing 21 Regular Full Time Staff Members Availability Hours of Operations: Monday -Friday, 8am - 5pm Peak period weekend & after hours coverage by telecommuters

11 Member Services Profile of Operation By 2Q08 Member Services will be positioning to support Technical and Membership inquiries around the clock, with online availability for Region 8 & 10 members.

12 Member Services Profile of Operation 3 additional Membership associates and 1 transitioned Technical associate will help in expanding our availability to members worldwide.

13 Member Services Profile of Operation Expanding 24 hours assistance

14 Thank you.


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