Customer Fulfillment^SM Performance Graphs

• Customer Fulfillment^SM - pie chart
• Reason for Unfulfilled Calls - pie chart
• Includes a breakout of calls unfulfilled due to missing numbers, wrong numbers, and operator/agent errors
• Historical Customer Fulfillment^SM performance - line graph
• Subsequent editions will include trending information from prior audits to which the customer subscribed.

Customer Care^SM Performance Graphs

• Customer Care^SM - pie chart
• Reason for Calls Not Cared For - pie chart
  • Includes calls not cared for due to demonstrated:
    • lack of customer acknowledgment
    • lack of active listening skills
    • inappropriate suggesting/questioning
    • unacceptable tone of service
    • other unacceptable operator/agent behavior
• Historical Customer Care^SM performance - line graph
• Subsequent editions will include trending information from prior audits to which the customer subscribed.

Average Work Time Performance Graphs

• Graph showing AWT. Will include a time-line of AWT performance after initial edition.

Automated Segment (results by each system measured)

• Percent fully automated
  • overall
  • of eligible calls
• Customer Fulfillment^SM
  • database/operator/system breakout
• Reasons for Unfulfilled calls
  • database, operator and system errors
• Customer Care^SM
  • operator/automation breakout
  • by element
  • by instance
• Text to Speech not understood
• System did not understand Yes/No response
• Call phase times
  • automation time
  • operator time
  • total call time
• Operator hand-off
• Automation success by number of prompts
  • locality
  • name
• Special Topic Section

For each edition, PGL addresses timely and pertinent topics of NDA service such as automation, operator call handling, deregulation and wireless DA.

Pricing Information:

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

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 editions and discounts are available for up-front payment of both issues.

How To Order:

For more information contact Jeff Rudolph at jrudolph@thepaisleygroup.com