1. INCREASING CUSTOMER USE OF THE SELF SERVICE WEBSITE John
Chisolm GEB 3213 Business Communication May 6, 2014
2. OVERVIEW The goal of this project is to decrease the password
reset phone volume received by the HRO Phone Group by requiring the
use of the customers email address. This process will be
implemented by using a procedure that is already in place for
several customers. The result will be an increase in customer use
of the self service website and a corresponding increase in phone
agent productivity 3. INCREASING CUSTOMER WEBSITE TRAFFIC The
primary goal is this project is to increase customer use of the
self service website. This will be done by focusing the below
efforts in 3 business areas discussed on the next few slides. Each
of these methods has a potential impact to a business area in the
stakeholder group. Directing flow of customer traffic to the
website Removal of previous password reset procedures Enhancing
training to reinforce current procedures 4. INCREASING CUSTOMER
WEBSITE TRAFFIC Reduce inbound phone volume Improve phone agent
productivity Enhance digital communication options Increase
Customer use of Self Service Website 5. INCREASING CUSTOMER WEBSITE
TRAFFIC The HRO group took 76,772 phone calls in the first quarter
of 2014. The following charts shows on a daily average how many
calls were for password resets, payroll and benefits. Total Calls
First Quarter 2014 Password Reset Payroll Benefits 6. STEP 1:
BUSINESS AREA IMPACT PHONE STAFF Password Resets will no longer
processed on the website by call center agents Agents will advise
the customer that the reset link is being sent to their email
address on file (current procedure) Password Reset link sent to
customer email Link will re-direct customers to website for
password reset which will require customers to log in to complete
Propose a more prominent Password Reset button visible on website
as a reminder to customers in future release RESET PASSWORD 7. STEP
2: BUSINESS AREA IMPACT - TRAINING Training Department Training
pages will be updated to remove the steps to all previous password
reset procedures with exceptions Exceptions - No change in current
procedure for assisting customers with no or limited access to the
website or email or who insist we perform this action Reminders to
staff will be created and posted for the website password reset
procedure in Hot Topics Refresher training will be provided to
remind staff to utilize the website password process during
scheduled team meetings 8. STEP 3: BUSINESS AREA IMPACT - IT
Procedure changes implemented during non- payroll week to minimize
potential network usage increase IT will be available for priority
requests from supervisors for reported issues from phone staff
Proposed enhanced password reset link on the self service website
when upgrade is available Visual updates only as functionality
remains unchanged RESET PASSWORD 9. STEP 4: BUSINESS AREA IMPACT -
RISKS Possible Network delays due to increase in customer use
Increase in email requests which would require additional staff be
cross-trained and placed in the email queue Increase in
productivity could result in reduced need for staff on a continual
basis Reduction in customer satisfaction of service of being
referred to the website when already on the phone with staff 10.
STEP 5: BUSINESS AREA IMPACT - BENEFITS Reduction of inbound
password reset phone volume Increased availability of phone staff
to benefit and payroll queues Increased use of the self-service
website Increased communication to the customer through website and
email messages Cross-training opportunity to loan staff out when
volume is low to reduce operating costs Increased productivity of
staff with no corresponding increase in costs 11. KEY STAKEHOLDERS
Training Customer Service Phone Staff IT Department Management 12.
MANAGEMENT COMMUNICATION UPDATES Management Notification for
updates All procedures related to the manual password reset
procedure removed from the training pages Refresher training for
phone staff on exclusive process for password updates Updates to
quality scoring delayed for thirty days to allow for procedural
change to be fully implemented 13. REFERENCES Shwom, B., &
Snyder, L. G. (2014). Business communication. NJ: Pearson 14. SELF
SERVICE WEBSITE MARKETING
