1. Clear insight into Contact Centre
performance is hard to come by
Call diagnostics
14th December 2013
Powered by

2. Our offering
Insight - Design - Transformation
We help companies create more profitable customer relationships by:
- Helping them better understand their customers’ motivations
and experiences
- Designing better customer experiences (on and offline)
- Helping companies implement change that will enable them to
consistently deliver those experiences.

3. Customer insight
Call diagnostics
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Improving customers’ experience through the contact centre
Reducing waste

4. Clear insight into contact centre
performance is hard to come by
Source: http://www.rapport.co.uk/clients/#

5. But the potential benefits it can
bring are huge
Source: http://www.rapport.co.uk/clients/#

6. A quick, low cost diagnosis
A one-off fee of £2,750 + VAT
We will monitor your three top inbound lines for two weeks
Our presentation of findings will include:
- An independent audit of reported call volumes
- Level of repeat calls
o
o
o
o
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Contact centre bottle necks
o
o
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% of calls from the same customer
Calls per customer
Calls to your advertised customer lines coming from suppliers and internally
Time between repeat calls
Volume of engaged and unanswered calls
Lost customers
Out of hours calls
IVR drop out points and volumes
Volume of short (unproductive) calls

7. Our call diagnostic captures and
reports all calls
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Our data comes from the telephone network not the contact centre (ACD)
This means we can measure failed calls you can’t normally see (engaged,
abandoned in the IVR, out of hours calls etc)
Most in-house systems under report calls by, on average, 12%*
*Based on actual customer data

8. Repeat Contact*
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Multiple calls by customers reflect ineffective contact centre
processes
Highlights poor customer experience
Leads to higher costs and lower sales
72%
Unique
Customers
*Based on actual customer data
28%
Repeat
Calls

9. Targeted listening
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We can go on to provide time stamps for all calls matching a
specific profile
This enables targeted listening to quickly identify root causes
Queue
drop outs
Broken
promises
Required info
missing
*Based on actual customer data

10. Identifying poor practice
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Through this analysis most Clients discover high volumes of
supplier and internal calls going to advertised customer lines
Creating unnecessarily high 0800 and 0845 call costs
Distorting campaign reporting
And blocking warm prospects from getting through
*Based on actual customer data

11. Drilling into key drop out points
*Based on actual customer data

12. IVR performance


Every company needs to understand exactly where people drop
out in the IVR
Small changes here can make a big different to outcomes
*Based on actual customer data

13. Benchmarking


We can identify results that are outside the norm
Triggering deeper analysis
Calling When Closed (Unique Customers)
Day
Mon
Tues
Wed
Thurs
Fri
Sat
Sun
00:00 - 08:00
200
200
200
200
200
450
09:00
1000
1000
1000
1000
1000
10:00
2000
2000
2000
2000
2000
1000
11:00
2000
2000
2000
2000
2000
1000
Time of Day
12:00 13:00
1000 2000
1000 2000
1000 2000
1000 2000
1000 2000
1000 1000
1350
14:00
1000
1000
1000
1000
1000
1000
15:00
1000
1000
1000
1000
1000
1000
16:00
2000
2000
2000
2000
2000
Total Customers
Total Out of Hours Customers
% Out of Hours
17:00 - 23:59
400
400
400
400
400
600
71400
5400
8%
Double the
industry
norm
*Based on actual customer data

14. Notes
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Works with non-geographic inbound numbers
No systems or contact centre integration required
Works remotely using telephone network data

Requirements from Client
3 lines to monitor and descriptions
Authority to Telco for data collection
(1 line email based on template we supply)
Opening hours for each line

One-off Fee includes
Set-up and database build
Test calling and profiling
Diagnostic report package
Presentation of results

15. Powered by Rapport
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Our Contact Centre Diagnostic is powered by Rapport
A leading provider of tele-analytics data established in 1996
We have worked with them since 2002
Their technology powers the analysis of many of the UK’s leading
agencies and contact centres including:
- British Gas
- TV Licensing
- Lloyds TSB
- Barclays
- Readers Digest
- Santander
- Thames Water
- Carat (Aegis Group plc)
- And many more

16. Full-service contact centre
analytics
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Online dashboard
Metrics include First Call Resolution and Customer Effort Score
Performance alarms flagged direct to Client
Drill down by hour, inbound number and destination
Export to Excel

17. Find out more
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Call Diagnostics is one of our suite of insight tools and techniques
Other services include real time service tracking and Customer
Effort Score, customer journey mapping, ethnographic research,
shadowing and quantitative research.
To find out more about these or our design and transformation
services please contact:
Martin Wright or Stephen Grey on
Martin.wright@customerjourney.uk.com
Stephen.grey@customerjourney.uk.com
(0845) 83 82 159
Or visit www.customerjourney.uk.com