| NDA
PERFORMANCE INDEXSM
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Are you a National Directory Assistance (NDA) provider,
a carrier, a DA system supplier or an NDA data aggregator?
If so, shouldn't you know: |
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How your DA quality compares with that of your competitors,
others in your segment or other segments (LEC's,
IXC's and independent DA providers)? |
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How your DA call quality is being affected by your speech recognition system? |
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What level of quality your DA provider is giving your end user customers? Or, who could do a better job for you? |
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If DA providers using your retrieval system are fulfilling more customer requests than those using other systems? AND |
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How your aggregated NDA data quality stacks up to that of other data aggregators? |
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Statistically significant, process-based, across-the-board
quality results ARE available today for our industry.
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These
results can be used for quality benchmarking, marketing
and competitive/ customer intelligence.
The Paisley Group LTD offers an
industry-wide NDA quality perspective that is broad,
meaningful (recognized by all and used by many) and
based upon a definitive, DA-specific quality measurement
process.
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| The Index provides the following quality metrics: |
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Customer FulfillmentSM which identifies how often NDA customers receive a
correct listing report and if they do not, whether
the error was caused by listings missing
or wrong in the database or because the operator made an error. |
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Customer CareSM which identifies how effectively operators are balancing
customer advocacy and call-handling efficiency
based upon such timeless NDA elements as acknowledging,
listening, suggesting, questioning and identifying differences between the listing requested and the one being given. |
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Average
operator work time which identifies "live"
on-call operator time. |
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A "Special Topic" section
which, in previous issues, discussed such timely DA topics as:
- LEC
Data as the Gold Standard
- DA Automation (3 views)
- Enhanced Services
- Deregulation
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| How are the audits done? |
Using the Customer FulfillmentSM
and Customer CareSM
measurement processes, PGL auditors place 300 "mystery
shopping" test calls (via the public telephone
network) to each company being measured using an NDA
test sample which is based upon a real-life NDA call
composite (correct % of res/bus/gov/enhanced/valid
no finds etc). The listings are requested following scripts
created from an accurate NDA customer composite (customer
can/can't spell call details; customer requests listing
in actual/nearby locality etc). The sample is validated against the originating
LEC, using The Paisley Group's proprietary data map
to ensure the originating LEC is reached.
Where reports match, the request is fulfilled;
where discrepancies are found, both numbers are verified.
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| Table of Contents |
Each subscription of the Performance IndexSM
will include the following sections and reports for your own service and for each segment and/or competitor purchased:
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Publisher's
Overview
- Proprietary Restrictions
- Table
of Contents
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Executive
Summary
- Includes overall comments on findings of current audit and trending of performance
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Methodology
Section
- Includes brief description of statistical methodology used.
- Includes brief descriptions of Customer CareSM, Customer FulfillmentSM, and Average Work Time audit process.
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Results (for your own service plus each segment or competitor purchased).
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| Customer
FulfillmentSM
Performance Graphs |
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- Customer
FulfillmentSM - pie chart
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- Reason
for Unfulfilled Calls - pie chart
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- Includes
a breakout of calls unfulfilled due to missing numbers, wrong numbers, and operator/agent errors.
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- Historical
Customer FulfillmentSM
performance - line graph
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- Subsequent
editions will include trending information from
prior audits which customer subscribed to.
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| Customer
CareSM
Performance Graphs |
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- Customer
CareSM
- pie chart
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- Reason
for Calls Not Cared For - pie chart
- Includes calls not cared for due to demonstrated:
- lack of customer acknowledgement
- lack of active listening skills
- inappropriate suggesting/questioning
- unacceptable tone of service
- other unacceptable operator/agent behavior
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- Historical
Customer CareSM
performance - line graph
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- Subsequent
editions will include trending information from
prior audits which customers subscribed to.
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| Average Work Time Performance Graphs |
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- Graph showing AWT. Will include a time-line of AWT performance after initial edition.
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| Automated Segment (results by each system measured) |
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- Percent fully automated
- overall
- of eligible calls
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- Customer FulfillmentSM
- database/operator/system breakout
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- Reasons for Unfulfilled calls
- Database, operator and system errors
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- Customer CareSM
- operator/automation breakout
- by element
- by instance
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- Text to Speech not understood
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- System did not understand Yes/No response
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- Call phase times
- automation time
- operator time
- total call time
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- Automation success by number of prompts
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Special Topic Section |
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For each issue, PGL addresses timely and pertinent topics of NDA service such as automation, operator call handling, deregulation and wireless DA.
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| Pricing Information |
| THE
INDEX BY DA SEGMENT |
Cost |
| ILEC
Segment |
$5,000 |
| Independent
DA Wholesaler Segment |
$5,000 |
| IXC
Segment |
$5,000 |
| Automation Segment |
$5,000 |
| Your
own company measurements (or your provider's) |
Included |
| THE COMPETITIVE INDEX |
This option is available with the purchase of at least one Segment |
| Choose
an individual competitor or competitors you would
like to have individual measurements on. |
$3,500
each |
| The
results of all companies measured can be purchased
for $25,000 |
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Notes:
Trending information will not be available until the second subscription.
You must agree to Licensing requirements which will be provided with purchase agreement or upon request.
Minimum order is two issues and discounts are
available for up-front payment of both issues.
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| How
To Order
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Call Meg MacRae at 303-688-1666
Or E-mail for more information to mmacrae@thepaisleygroup.com
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