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

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

3. 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, 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

4. 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

5. 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)

6. 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

7. 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

8. 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

9. 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…

10. 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!)

12. 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 !