Sharing of Best Practices Ottawa Call Centre Sharing of Best Practices 2017

j2 Global® Pic from India – Holy Festival of Colors Logo done in Colored Rock Salts

Introduction to J2 Global J2 Global provides internet based services through 2 separate divisions Business Cloud Services and Digital Media J2 is a global company spanning over six continents With major call centres in Dublin, Hollywood, Vancouver, and Ottawa and 3rd party contracted centre in Mumbai India Ottawa supports billing and technical calls for Internet faxing, virtual phone services, email marketing, CRM solutions and after hours; online back up services. Calls are routed into the Ottawa centre afterhours based on time zones 24/7 Overview of j2 Global® and Ottawa support center

Customer supports vision Customer Support Mission Statement Evolve, Adapt and Succeed.  Evolve with the needs of our customers & our industry. Adapt to improve the support we provide our customers and succeed in giving the best service to exceed their expectations. Customer Support Vision Statement Our vision is breeding excellence in everything we do, in support to a strong foundation built on partnerships and customer loyalty. CS support mission and Vision statements were constructed from the front line staff in support to Corporate Vision and Mission….listed below Connect, Inform, Empower Transforming the way business is done

Performance Objectives SLA’s are targeted as 90% or higher for calls answered within 30 sec Abandonment rates of 5% or lower AHT in support to First Call Resolution 92% or higher 85% or higher customer satisfaction rate Retention target of 18-22% to be maintained Service Level are communicated through monthly one on one and agent score cards in support to over MBO’s (Main Business Obejctives)

Agent Score Card benchmarking Mthly agent score card keeps everyone accountable for their own performance, regardless of tenure, with support of weekly stat updates…..no surprises Benching markings categories are added in support to new focuses …Example retention incentives

Best Practices in Support Services Engaging Front line in the solutions that impact our customers from the first line of contact Daily communication to the front line of customers comments from previous days survey results. Ottawa conducts weekly collaboration session with all centers RS logs for support calls from the 1st line are recorded and tracked for FAQ’s to provide both education to the masses but personal coaching for reparative questions from same agent Debriefing session and open communication is utilized through added assessment and departmental meetings

Complaint Management Agent call backs take place for any negative comment received from customers on previous days survey that re directly related to the support they received from the agent. Authorization for customer courtesy crediting with outlined guidelines for agents discretion Outside of the box thinking is encouraged and shared through recursive training and mentoring programs, at all levels… Backdoor access through direct phones number for personalized support 24/7 at a level 2 support

Ottawa 2016 FCR Overview Months Daily Repeat Call Occurrence 5 Days Repeat Call Occurrence Total Monthly Tickets Monthly 1st Call Resolution (Daily) Monthly 1st Call Resolution (5 Days) Daily 1st Call Resolution % 5-Days Repeat Call Resolution % Total Calls Handled Jan 2016 611 996 37880 37269 36884 98.39% 97.37% 49209 Feb 2016 604 947 36615 36011 35668 98.35% 97.41% 46503 Mar 2016 759 1227 44520 43761 43293 98.30% 97.24% 52635 Apr 2016 1127 1756 36753 36124 97.02% 95.36% 50881 May 2016 826 1353 43759 42933 42406 98.11% 96.91% 49843 Jun 2016 1934 3386 41825 40373 95.58% 92.26% 47542 Jul 2016 1627 2599 43809 42182 41210 96.29% 94.07% 47333 Aug 2016 1734 2783 38454 36720 35671 95.49% 92.76% 40814 Sep 2016 761 1197 40730 39969 39533 98.13% 97.06% 45062 Oct 2016 883 1352 44428 43545 43076 98.01% 96.96% 47993 Nov 2016 1008 1431 39985 38977 38554 97.48% 96.42% 45956 Dec 2016 790 1172 37144 36354 35972 97.87% 96.84% 45549 FCR stats have been track via phone system, which in todays world can be complex without advanced phone systems FCR through ticket interactions by account numbers has given us the most accurate tracking outside of the phone systems reporting…

Team wins 2016 Awards and Recognition 2016 Gold Stevie for Campaigner® - Customer Service Team of the Year Gold Stevie for Campaigner – Customer Service Department of the Year Silver Stevie eFax® Services – Contact Center of the Year Silver Stevie eFax® Services – Front Line Customer Service Team of the Year ORRCA LIFE TIME AWARD ( Thank you ORRCA!)

Team work overcomes any obstacle ! We truly believe that regardless of what obstacles we are presented throughout our daily contacts with customers if we work together as a team to better understand their needs both internally and externally we will succeed !