Embed Size (px)
Citation preview
First Contact Resolution/ Customer Experience
May 13-16, 2014
Nashville, TN
1
2014 Customer Service BenchmarkingData Review Conference
Agenda
◼ Guidelines Review – what’s relevant for FCR
◼ Key Measures
◼ Anomalies, Issues, Outliers and Corrections
◼ Next Steps
Customer Service Benchmark Study Organization
3
CS Support and CS ITCS Support and CS IT
Customer Contact• Contact Center• Local Office• Self Service• Contractors• Credit Inbound calls
Customer Contact• Contact Center• Local Office• Self Service• Contractors• Credit Inbound calls
Back Office•Billing•Billing Field Policies•Payment Processing
Back Office•Billing•Billing Field Policies•Payment Processing
Field Service• Change of Account• Billing Field Orders
(meter investigations)
• Credit Field Orders• Order Management
Field Service• Change of Account• Billing Field Orders
(meter investigations)
• Credit Field Orders• Order Management
Meter Reading• Manual• Mobile AMR• Fixed Network AMI
Meter Reading• Manual• Mobile AMR• Fixed Network AMI
Revenue Management• Credit Office and
Outbound calls• Credit Field and Inbound
Contact Policies• Revenue Protection:
Office and Field
Revenue Management• Credit Office and
Outbound calls• Credit Field and Inbound
Contact Policies• Revenue Protection:
Office and Field
Customer Life-cycle: Meter Set to Cash Measures, Policies & ProcessesCustomer Life-cycle: Meter Set to Cash Measures, Policies & Processes
Employees: Safety, StaffingEmployees: Safety, Staffing
Customer: Customer Satisfaction, First Contact Resolution, Customer ExperienceCustomer: Customer Satisfaction, First Contact Resolution, Customer Experience
Areas excluded:◼ Energy Audit/Energy
Efficiency Group◼ Meter Change-out◼ Account Executives
Guidelines Review
First Contact Resolution
Definition for FCR, As Presented by 1QC Based on Research and Practices Reviewed
◼ “First-Contact Resolution (FCR) is the percentage of initial contacts that do not require any further contact to address the customer reason for calling/contacting. The customer does not need to contact the company again to seek resolution, nor does anyone within the organization need to follow-up. Ideally, first-contact resolution should be defined from the customer perspective.”
(composite from multiple research sources)
5
Subject Areas in the FCR Section
The FCR section is relatively brief, although asking about a very important area of Customer Service. Key questions cover the following:
◼ FCR Self Assessment
◼ FCR Value (actual % value calculated by your company)
◼ FCR Definition, Frequency and Channels Measured
◼ FCR Scope, Measurement and Functions Participating
◼ Customer Experience
6
Understanding FCR helps 1QC in its analysis of contact volume, quality and the related cost to serve your customers
First Contact Resolution 2nd Draft Scan(Section FR)
7 companies are yet to enter any data Companies with more thorough responses are 21, 27, 29, 32 and 33 Some companies show that they have programs, but do not provide definition, what
is measured, or scope--please review and provide
Please Provide your FCR Score
Status
9Based upon “completion reports” run on May 9.
• Minutes from this meeting will be available by May 23.• Next Deadline is June 2. This draft will be your last chance to see how your
data compares before the final report, so you need to have all of your data input and correct at this time. The final deadline is for ensuring all of your data is correct.
• Your data coach will help you finalize your data.
Further Breakout… First Contact Resolution
Based upon “completion reports” run on May 7.
First Contact Resolution
Organization Answered Not Applicable UnansweredCentral Maine Power 13 12
CPS Energy 3 13 9DTE Energy 25
Entergy 23 1 1Exelon - BGE 25
Exelon - ComEd 21 1 3Exelon - PECO Energy 22 2 1
Hydro-Québec 25New York State Electric & Gas 25
Oncor Electric Delivery 17 7 1PSE&G 20 5
PSE&G Long Island 25Rochester G&E 25
Tacoma Public Utilities 5 12 8We Energies 25
Westar Energy 20 1 4Total 144 49 232
Thank you for your Input and Participation!
11
Corporate Offices
California
400 Continental Blvd. Suite 600El Segundo, CA 90245(310) 426-2790
Maryland
3 Bethesda Metro Center Suite 700Bethesda, MD 20814
Ken Buckstaff [email protected]
Gene [email protected]
New York | Texas | Wyoming | Wisconsin
Debi McLain [email protected]
Your Presenters
First Quartile Consulting is a utility-focused consultancy providing a full range of consulting services including continuous process improvement, change management, benchmarking and more. You can count on a proven process that assesses and optimizes your resources, processes, leadership management and technology to align your business needs with your customer’s needs.
Visit us at www.1stquartileconsulting.com | Follow our updates on LinkedIn
About 1QC
Satellite Offices
