1. First Call Resolution: What About that 14%??? By Rosanne D’Ausilio, Ph.D. Human Technologies Global, Inc. www.human-technologies.com

3. How Important Was Your Overall Call Experience in Shaping Your Image of the Company? BenchmarkPortal Inc./Purdue University 2003 ©2005 Human Technologies Global, Inc. www.human-technologies.com

4. Biggest Barrier to Self-Service Effectiveness? Source: Kanisa & CRM Magazine Webinar 2003 It’s too hard for customers to find what they need Customers don’t trust the system/answers The answers aren’t there Customers don’t know about it ©2005 Human Technologies Global, Inc. www.human-technologies.com

5. Caller Satisfaction Purdue Research Foundation First and Final:  Strongest Driver  Significant Impact on Caller Satisfaction  Relationship Between First/Final and Caller Satisfaction © 2005 Human Technologies Global, Inc. www.human-technologies.com 86% = Best Practices 14% = ????

6. Two Strikes You’re Out When would you switch due to poor customer service? Source: destinationcrm.com weekly poll June 2002 © 2005 Human Technologies Global, Inc. www.human-technologies.com

7. Impact of Repeat Calls Based on 200,000 calls per quarter # of Calls% Problem Calls# of Addtl Calls 2 Calls 14%28K x 1 = 28,000 3 Calls 11%22K x 2 = 44,000 4 or More 8%16K x 3 = 48,000 120,000 120,000 x $5 cost per call = $600,000 or $2.4M annually © 2005 Human Technologies Global, Inc. www.human-technologies.com

8. Do You Measure… What percentage of your customer’s concerns/ questions are handled on first contact? How frequently your customers contact you? Do you identify repeat calls? Can you segment responses by type of call? Do you ask your customers if their concern was resolved, and how many contacts it required? © 2005 Human Technologies Global, Inc. www.human-technologies.com

9. FCR 2004 Study by Callcentres.com  Dramatic fall in Call Volume —20% of all calls are repeat calls from customers who didn’t get what they wanted/needed  Cost of complaint call not handled in FCR escalated by 500%  An unhandled inquiry costs 350% vs. FCR  25-30% of operating cost is spent on dissatisfying the customer, i.e., no FCR © 2005 Human Technologies Global, Inc. www.human-technologies.com

10. Primary Measurements of FCR Source: Ascent Group ’03 Study Internal: – 34% Call Statistics – 26% Agent Driven Call Logging/Tick Sheets – 15% Call Quality Monitoring External: –25% Customer Satisfaction Surveys (Voice, Automated, or Mail) © 2005 Human Technologies Global, Inc. www.human-technologies.com

11. Top 5 Ways to Achieve FCR A scent Group 2003 Study Focused FCR Training Incorporating FCR into Monitoring/Coaching Root Cause Analysis Improving FCR Comm & Agent Awareness Process Improvement © 2005 Human Technologies Global, Inc. www.human-technologies.com

12. Needs Assessment Strengths/Weaknesses Common threads among applications? Mixed Messages? Stress Levels Changes: –Software/Hardware –Systems/Procedures –Management –Logistics Empowerment? Why are your customers calling? Typical Call/Call from Hell What isn’t communicated effectively/efficiently? What’s the biggest gripe? What gets accelerated? Tunnels with no cheese? © 2005 Human Technologies Global, Inc. www.human-technologies.com

13. Core Competencies Active Listening Empathy Communication Asking Questions Confirming/Clarifying Rapport Building Common Phraseology Problem Solving Creativity Anger Diffusion Managing Differences Stress Reduction Managing Change Grammar/Spelling, etc. © 2005 Human Technologies Global, Inc. www.human-technologies.com

14. Training Modules  Acknowledgment  Customer Service/Exp  Change Management  Stress Management  Communication  Listening Skills  Rapport Building © 2005 Human Technologies Global, Inc. www.human-technologies.com  Anger Diffusion  Conflict Resolution  Language Skills/E-mail  Common Phraseology  Perception Shifting  Empathetic Responsiveness  Service With a Smile  Certification Programs

15. Benefits of Certification. Boost efficiency Lower turnover; retain motivated staff Help set individual performance plans/goals Maintain morale Improve professionalism Attract, reward, retain, promote Match career path and work ethic Compensation alignment ©2005 Human Technologies Global, Inc. www.human-technologies.com The more professionally you treat employees, the more professionally they will treat your customers

16. Questions to Ponder 1)How much will it cost you to have a live voice on the telephone—and even more important—how much will it cost you if you don’t?!!! 2)What if you don’t train your people (be- cause they’ll just leave to go to the next company)…and they stay?!!! © 2005 Human Technologies Global, Inc. www.human-technologies.com

17. Direct Inquiries To: Rosanne D’Ausilio, Ph.D., President Human Technologies Global, Inc. 3405 Morgan Drive - Carmel, New York 10512 845/228-6165 Fax 845/228-6335 800/933-1390 x 47 e-mail rosanne@human-technologies.com www.human-technologies.com www.HumanTechTips.com – new site