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Customer Self-Service Through Automation October 3, 2005.

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Presentation on theme: "Customer Self-Service Through Automation October 3, 2005."— Presentation transcript:

1 Customer Self-Service Through Automation October 3, 2005

2 Is Self-Service Desirable? ATM Pay at the pump Airline Tickets Self-Checkout …..Only If It’s Easy

3 Determining What Customers Want –Developed Measurement System to Categorize Calls MSA scores of 95% Repeatable and 89% Reproducible –Observed 946 calls over 2 days First observation during normal work hours Second observation during late afternoon and evening

4 Maintenance – General Information Plan/Feature Information 1.Customers call in immediately prior to adding service. 2.Customers inquire about our most popular features. Past Due Balance/Minimum Payment 1.Customers receiving Past Due text message inquire to obtain information. 2.No automated means to determine Past Due Balance information Subscribed Services/Subscription Balance 1.Customers call in to confirm recent changes. 2.Limited means to obtain subscription bill amount. Payment 1.Payment errors contribute to call volume. 2.New Customers likely to call regarding payments. Maintenance – Change Add/Expire Features 1.Bucket Features, SMS & Data Services comprise vast majority of feature adds/expiration. Voluntary Suspend/Un-suspend 1. Limited methods by which to make change. Abandoned Calls Long Abandons 1.TTA has strong correlation to Long Abandon Rate. 2.Staffing Levels significant factor of TTA 3.Offers Per FTE > 135 results in TTA over 30 seconds. Short Abandons 1.Short Abandons caused by customers entering incorrect mobile number upon entry into IVR. Proven Theories

5 Solution Summary ADD/EXPIRE FEATURE Now Automate Top 5/6 via IVR Post Dated Expirations Future Handset-Based MMA Self-Service Kiosk PAST DUE BALANCE/MINIMUM PAYMENT DUE Now Include Past Due Amt w/Text Message Provide Past Due Balance via IVR Add Past Due Balance to MMA Customized IVR Menu for Past Due Accounts Future Handset-Based MMA Self-Service Kiosk PLAN/FEATURE INFORMATION Now Include Info via IVR on Top 5 Features IVR to refer customers to web for other details** Future Handset-Based MMA Self-Service Kiosk PAYMENT Now Provide detail error message Increase error threshold Future Handset-Based MMA Self-Service Kiosk SUBSCRIBED SERVICES Now Text message confirmation of change Provide information via IVR Future Handset-Based MMA Self-Service Kiosk SUSPEND/UNSUSPEND Now Automate via IVR Possible discount of MRC Add to MMA Future Handset-Based MMA Self-Service Kiosk SUBSCRIPTION BALANCE Now Provide most recent sub bill amt via IVR Include most recent sub bill amt via “MINUTES” text message

6 Results 16% decrease in average daily calls offered 37% decrease in average TTA 14% decrease in average offers per CCR

7 Self-Service via the Handset Account Information Minutes Balance Plan Information Bill Payment Add/Delete Features View Payment History Edit Preferences

8 Self-Serve Kiosks Payment Kiosk Pilot 30 -50 payments per day 200 – 300 on Payday Rolling out 60 more machines Account Management Kiosk Minutes, Balance, Payment History, View Bill, Change Plan, Add/Delete Features…


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