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Customer Care Recommendations

Customer Care Recommendations. Recommendations based on Future State Concept Mapping. Customer Care Recommendations. Agenda: Walk thru the Concept Maps Identify the proposed changes to the current processes Understand how the customer moves through the entire process

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Customer Care Recommendations

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  1. Customer Care Recommendations Recommendations based on Future State Concept Mapping.

  2. Customer Care Recommendations • Agenda: • Walk thru the Concept Maps • Identify the proposed changes to the current processes • Understand how the customer moves through the entire process • Review the new concepts being proposed and identify which will become Projects • Determine which are “new” and which are “in process” • Discuss the Value and Merits • Determine Next Steps

  3. The Purpose of the Project

  4. Four Key Elements to CARE Consolidation There are four key elements to focus on as the consolidation of CARE progresses: 1) Creating a common set of KPI’s and developing the data to provide insight into actions for improvement. “Tell the story” 2) Increase the use of the VRU for self-service and enhanced call routing. 3) Understand and take action on VOC for all interactions. 4) Understand the points of interaction between Care and Support and insure smooth, seamless, timely response to all issues.

  5. Recommendation List • Skill Based Routing • Customer Demographics Routing • Live side by side VRU Training with Customers • Branch AE Transfer to VRU option • Hot List of Contacts in other Support Departments • Level 1 Escalations handled by ResQ • Level 2 Escalations handled by select Unit managers and/or Dept managers • Documentation of all Escalations • ResQ team to determine Escalation routing. • Prep customer for Survey opportunity before CSR engagement. • Survey to follow all sales presentations regardless of decision to buy.

  6. Recommendation List • Capture all Customer Inquiries and Replies • Quick Hit opportunities redirected to increase first call resolution. • Explore other avenues for response to customer correspondence • Remove Written Request Requirements if possible • Offer engine and product selection • Streamline disclosures and data gathering in process • Train CSR to offer multiple products • Positioning statement for future Sales Opportunities • Telesight and Nuance to be used by end of Year • Add survey to written correspondence reply • MIS to collect data from Surveyors

  7. Customer Care Recommendations

  8. KPI’s

  9. Call Routing

  10. Call Routing

  11. Call Handling

  12. Research & Adjustments

  13. Escalation Handling

  14. Escalation Handling

  15. ResQ Team

  16. Sales

  17. Customer Care Recommendations

  18. Point of Service VOC

  19. Customer Care Recommendations

  20. Non-Voice Voice of Customer

  21. Appendix A

  22. Appendix B

  23. Appendix C Basic Scenario Tree Diagram Survey Resolved Sell Ideal call route First Contact Resolved (FCR) VRU * VRU * Branch ACD Not Resolved Direct to CSR (cont. on Call Handling) Sell First Contact Resolved (FCR) Resolved Customer contacts HSBC… Sell (new concept) Survey Branch-initiated calls Call handling (CSR) Resolved * ACD (but not happy) Abandoned VRU Resolved FCRT Resolved FCR Not Resolved Call handling (CSR) Not Resolved (transfer) ACD Abandoned Not Resolved Abandoned Abandoned Abandoned FCR = First Call/Contact Resolution with no Call Transfer FCRT = First Call/Contact Resolution with Transfer Abandoned ACD Call handling (CSR) Reference: Future State CML Call Handling Process Flow

  24. Four Key Elements to CARE Consolidation 1)Creating a common set of KPI’s and developing the data to measure and drive them. • A standardized set of KPI with clear, measurable definitions with baselines where possible.

  25. Four Key Elements to CARE Consolidation 2)Defining and driving FCR to improve customer satisfaction and increase sales opportunities. • Introduction of ResQ Team or similar functioning group of individuals to handle: • Level one Escalations as warm transfers. • Quick Hit Opportunities • “Hot List” Issues as warm transfers or conference calls. • Feedback from Research and Escalations to identify training for opportunities and Hot List issues. • Changing the CSR mindset that “ending the call” is the goal.

  26. Four Key Elements to CARE Consolidation 3)Increase the use of the VRU for self-service and enhanced call routing. • Incorporate "Skill based routing" into the VRU logic to insure the “right CSR” handles the call, when available. • Use "Customer demographics routing" when available to insure that the most valuable customers get the quickest response. • Prepare the customer for survey opportunity at the end of the call and offer the VRU Survey (Nuance) to all customers regardless of decision or outcome. • Create reporting to understand Customer use within VRU • The CSR coaches/trains the customer in the use of the VRU to handle basic Customer issues. (VRU Training)

  27. Four Key Elements to CARE Consolidation 4)Understand and take action on VOC for all interactions. • Institute VOC from Self-Serve Customers in VRU. • Institute a fully representative sample VOC From CSR (Nuance and Telesight) • Institute VOC for written Correspondence • MIS Support to capture/consolidate information from each of the above sources and report out, and act on the results.

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