2016 Customer Service First Contact Resolution

Transcription

1 TABLE OF CONTENTS Utility has (FCR) measures in place Utility reports (FCR) measures at the management (Director and above) level Standard definition of FCR as currently applied in the organization Score Channels where an FCR measure is tracked [v.16] Other Channels where an FCR measure is tracked Activities for which FCR measures are tracked [v.16] How FCR is measured Questions asked of customers to determine FCR Frequency of reporting FCR metric as defined Other Frequency of reporting FCR metric as defined Primary Channel to Evaluate the performance of customer experience in transacting with company: Contact Ctr [v.16] Primary Channel to Evaluate the performance of customer experience in transacting with company: IVR [v.16] Primary Channel to Evaluate the performance of customer experience in transacting with company: Web [v.16] Other measures of performance/success or failure of the contact resolution experience Plans for implementing FCR [v.15] Functions that are evaluated in the FCR measurement process Other functions that are evaluated in the FCR measurement processunctions Functions that participate in the FCR information/results sharing process Other functions that participate in FCR Formally involve CSRs in the FCR process by having them identify or track repeat calls Segment evaluations by transaction type and/or by customer segment Groups sharing in FCR measures and results Sharing FCR measures with "front-line" employees Sharing FCR measures with Management / Senior Management Primary action taken last year as a result of FCR performance Company has specific contact volume reduction goals for 2015 Volume reduction targets and activities Have or are starting a formal "customer experience" program or initiative [v.15] Customer Experience program Measures in place to evaluate success and progress of Customer Experience Program Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 1

2 UTILITY HAS FIRST CONTACT RESOLUTION (FCR) MEASURES IN PLACE Total Respondents 28 Yes 92.86% No 7.14% FR1.1, FR1.2 Legends Yes No Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 2

3 UTILITY REPORTS FIRST CONTACT RESOLUTION (FCR) MEASURES AT THE MANAGEMENT (DIRECTOR AND ABOVE) LEVEL Total Respondents 28 Yes 85.71% No 14.29% FR2.1, FR2.2 Legends Yes No Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 3

4 STANDARD DEFINITION OF FCR AS CURRENTLY APPLIED IN THE ORGANIZATION Responses Total Participants 38 Number of Respondants 27 FR5.1 ID Response 22 Percent of calls where a customer who was interviewed during the ongoing call transaction study answered 'yes' their issues was resolved on the first call. 43 Based on ANI did the customer make only one call during the span of 1, 3 or 7 days. 35 From a customer's perspective, did their issue was resolved in their first call. If not, how many calls were needed to resolve it 33 Situations need to be handled no the first contact. It does not include any proactive updates that may be provided back after initial customer contact. 29 Customer states the request was handled the first time they contacted us The Call Center's Quality Team individual representative's scorecards include a first call resolution section. The company is working on reporting at the Director level and above related to calls transferred from the IVR to CSRs, excluding emergency calls and calls transferred from CSR to CSR. The percent of survey respondents who indicated 'Yes' that they contacted Entergy only once by phone, web or any other method about their issue/inquiry for Billing and Payment,Technical Services or Outage issues/questions. 42 has not yet been identified 21 It is defined by the customer while taking our surveys as to whether or not their issue was resolved. 34 We define FCR as handling the customer's request in one contact so as to eliminate follow up calls regarding the same request. 30 We currently use our monthly transactional survey FCR question, 'Were you able to achieve the goal of your call on the first try, or did you have to call more than once? 49 We currently use our monthly transactional survey FCR question, 'Were you able to achieve the goal of your call on the first try, or did you have to call more than once? 41 We currently use our monthly transactional survey FCR question, 'Were you able to achieve the goal of your call on the first try, or did you have to call more than once? 32 Resolution provided in First contact 40 From a customer's perspective, did they need to contact us more than once to resolve their issue. 50 From a customer's perspective, did they need to contact us more than one time to resolve the issue. 28 A call or issue resolved the first time the customer contacts the utility. Only customer interacton with a CSR are included. 47 calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 4

5 47 calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 5

6 FIRST CONTACT RESOLUTION SCORE Mean Quartile Mean 70 % Quartile 1 81 % Quartile 2: 61 % Quartile 3: 61 % FR7.1 Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 6

7 CHANNELS WHERE AN FCR MEASURE IS TRACKED [V.16] Total Respondents 26 Live handled calls: company 96.15% Live handled calls: outsourcer 76.92% IVR: company 11.54% IVR: outsourcer 0% 7.69% Web 7.69% Mobile friendly Website 3.85% Mobile App 3.85% Other 23.08% FR20.1, FR20.2, FR20.3, FR20.4, FR20.5, FR20.6, FR20.7, FR20.8, FR20.9 Legends Live handled calls: company Live handled calls: outsourcer IVR: company IVR: outsourcer Web Mobile friendly Website Mobile App Other Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 7

8 OTHER CHANNELS WHERE AN FCR MEASURE IS TRACKED Responses Total Participants 38 Number of Respondants 6 FR ID Response 36 Call Center Satisfaction Survey from customer's point of view. 34 In the Customer Transaction Survey, we surveyed 800 customers and had a total of 36 survey respondents who stated they did not receive. 26 PA PUC has FCR tracked by Metrix Matrix 46 PA PUC has FCR tracked by Metrix Matrix 38 PA PUC has FCR tracked by Metrix Matrix 27 PA PUC has FCR tracked by Metrix Matrix Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 8

9 ACTIVITIES FOR WHICH FCR MEASURES ARE TRACKED [V.16] Total Respondents 27 CallsContacts 100% Field related transactions 18.52% Other 11.11% FR22.1, FR22.2, FR22.3 Legends CallsContacts Field related transactions Other Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 9

10 HOW FCR IS MEASURED Responses Total Participants 38 Number of Respondants 27 FR24.1 ID 22 Response During the call center transaction survey, customers are asked the question. 'Now thinking about the reason why you called (Insert Name from QA), was your question answered or problem resolved in your first call? The number of customers that answer this with a 'Yes' compared to the total number of customers surveyed is our First Call Resolution Score. 43 Report how many times a customer contacted us within 1,3 or 7 days. 35 we ask the Customer while he takes our survey 33 Two questions determine FCR: Is this the first time the customer has called regarding the issue, and will it be necessary for the customer to call back 29 From Metrix Matrix Survey report, a 3rd party transactional survey. 36 Use calls transferred from the IVR to CSRs, excluding emergency calls and calls transferred from CSR to CSR. 31 Questions embedded in 'recent experience' surveys 23 Currently only able to measure the number of attempts to resolve the customer's issue. 21 We currently conduct After Call Surveys as well as Moment of Truth Surveys which capture the customers overall satisfaction and experience. 34 Questions in the Customer Transaction Survey that specifically pertain to FCR: Were you able to complete your transaction with one contact? How many contacts did it take before your request was resolved? Was this a reasonable or unreasonable number of contacts? 30 Monthly Transactional Survey & anecdotally on the quality monitoring form. 49 Monthly Transactional Survey & anecdotally on the quality monitoring form. 41 Monthly Transactional Survey & anecdotally on the quality monitoring form. 32 We use 3rd party MSI surveys to ask customers if the issue was resolved in first contact.sum of all 'yes' divided by 'total responses'. 40 We select customers to survey who respond to a question asking if their issue was resolved the first time they contacted us. 50 We select customers to survey who respond to a question asking if their question/issue was resolved the first time they had contact with us. 28 Each week, a survey is completed. At that time, the customer is if they had to call more than once reguarding the issue. 47 calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 10

11 47 calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR). calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR). calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR). calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR). calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR). calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR). calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue????to create a percentage score for First Call Resolution (FCR) Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 11

12 QUESTIONS ASKED OF CUSTOMERS TO DETERMINE FCR Responses Total Participants 38 Number of Respondants 24 FR26.1 ID Response 22 Now, thinking about the reason why you called X, was your question answered or problem resolved in your first call? 35 From your point of view, do we solve the problem or answer your request in one contact with an representing Hydro-Qu?bec? (Yes or no) 29 Was your request resolved with this most recent contact? 31 Did you contact [company] more than once, whether by phone, by accessing their website or some other method, about this specific billing or payment inquiry/outage/request requiring a representatitive to come to your location? 23 How many attempts did it take you to resolve your issue? 21 Was the PSEG representative able to resolve all of your issues today? 34 Questions in the Customer Transaction Survey that specifically pertain to FCR: Were you able to complete your transaction with one contact? How many contacts did it take before your request was resolved? Was this a reasonable or unreasonable nu 30 Were you able to achieve the goal of your call on the first try, or did you have to call more than once? 49 Were you able to achieve the goal of your call on the first try, or did you have to call more than once? 41 Were you able to achieve the goal of your call on the first try, or did you have to call more than once? 32 'Were you able to resolve your request with one contact to DTE Energy? 40 Recalling the reason you spoke with the utility name representative on the phone, did you have to call more than once regarding this issue 50 Recalling the reason you spoke with the utility name representative on the phone, did you have to call more than once regarding this issue? 28 Recalling the reason you spoke with the 'utility name' representative on the phone, did you have to call more than once regarding this issue??? 47 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? 39 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? 48 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? 26 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? Jul 4601, 2016 The metric (FCR) is calculated by combining Copyright the results 2016, First of two Quartile questions??? Consulting 1) Inc. Was All the Rights issue Reserved resolved? And 2) How many Page calls did it 12 take to resolve your issue?

13 46 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? 38 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? 25 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? 45 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? 37 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? 27 The metric (FCR) is calculated by combining the results of two questions??? 1) Was the issue resolved? And 2) How many calls did it take to resolve your issue? Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 13

14 FREQUENCY OF REPORTING FCR METRIC AS DEFINED Total Respondents 21 We do not report our FCR measures 9.52% Monthly 90.48% Quarterly 52.38% FR28.1, FR28.2, FR28.3 Legends We do not report our FCR measures Monthly Quarterly Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 14

15 OTHER FREQUENCY OF REPORTING FCR METRIC AS DEFINED Responses Total Participants 38 Number of Respondants 15 FR ID Response 34 We report FCR each time we complete our Customer Transaction Survey. Last year we conducted the survey twice 32 Weekly (Rolling 4 weeks result) 40 Weekly sent 50 Weekly sent 28 Weekly is sent. 47 Yearly -- FCR is part of the corporate KPIs measured yearly. 39 Yearly -- FCR is part of the corporate KPIs measured yearly. 48 Yearly -- FCR is part of the corporate KPIs measured yearly. 26 Yearly -- FCR is part of the corporate KPIs measured yearly. 46 Yearly -- FCR is part of the corporate KPIs measured yearly. 38 Yearly -- FCR is part of the corporate KPIs measured yearly. 25 Yearly -- FCR is part of the corporate KPIs measured yearly. 45 Yearly -- FCR is part of the corporate KPIs measured yearly. 37 Yearly -- FCR is part of the corporate KPIs measured yearly. 27 Yearly -- FCR is part of the corporate KPIs measured yearly. Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 15

16 PRIMARY CHANNEL TO EVALUATE THE PERFORMANCE OF CUSTOMER EXPERIENCE IN TRANSACTING WITH COMPANY: CONTACT CTR [V.16] Total Respondents 27 Do not contact or survey this channel 0% CSR tracks whether the customer is a repeat caller 0% Feedback via live post contact survey 59.26% Feedback via post transaction survey; mail; 0% Feedback via 3rd party post transaction 14.81% Feedback via live post transaction company call 7.41% Feedback via live post transaction 3rd party call 25.93% Feedback via annual survey 0% Feedback via frequent periodic survey 22.22% Other 7.41% FR30.1A, FR30.2A, FR30.3A, FR30.4A, FR30.5A, FR30.6A, FR30.7A, FR30.8A, FR30.9A, FR30.10A Legends Do not contact or survey this channel CSR tracks whether the customer is a repeat caller Feedback via live post contact survey Feedback via post transaction survey; mail; Feedback via 3rd party post transaction Feedback via live post transaction company call Feedback via live post transaction 3rd party call Feedback via annual survey Feedback via frequent periodic survey Other Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 16

17 PRIMARY CHANNEL TO EVALUATE THE PERFORMANCE OF CUSTOMER EXPERIENCE IN TRANSACTING WITH COMPANY: IVR [V.16] Total Respondents 26 Do not survey this channel for FCR 19 CSR tracks whether the customer is a repeat caller 0 Feedback via live post contact survey 2 Feedback via company post transaction survey 0 Feedback via 3rd pary administered post transaction survey 3 Feedback via live post transaction company call 1 Feedback via live post transaction 3rd party call 1 Feedback via annual survey 0 Feedback via frequent periodic survey 0 Other 2 FR30.1B, FR30.2B, FR30.3B, FR30.4B, FR30.5B, FR30.6B, FR30.7B, FR30.8B, FR30.9B, FR30.10B Legends Do not survey this channel for FCR CSR tracks whether the customer is a repeat caller Feedback via live post contact survey 1 1 Feedback via company post transaction survey Feedback via 3rd pary administered post transaction survey Feedback via live post transaction company call 1 Feedback via live post transaction 3rd party call 1 Feedback via annual survey Feedback via frequent periodic survey Other 1 1 Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 17

18 PRIMARY CHANNEL TO EVALUATE THE PERFORMANCE OF CUSTOMER EXPERIENCE IN TRANSACTING WITH COMPANY: WEB [V.16] Total Respondents 24 Do not contact or survey this channel 83.33% CSR tracks whether the customer is a repeat caller 0% Feedback via live post contact survey 4.17% Feedback via post transaction survey mail; 4.17% Feedback via 3rd party post transaction 8.33% Feedback via live post transaction company call 0% Feedback via live post transaction 3rd party call 0% Feedback via annual survey 0% Feedback via frequent periodic survey 0% Other 4.17% FR30.1C, FR30.2C, FR30.3C, FR30.4C, FR30.5C, FR30.6C, FR30.7C, FR30.8C, FR30.9C, FR30.10C Legends Do not contact or survey this channel CSR tracks whether the customer is a repeat caller Feedback via live post contact survey Feedback via post transaction survey mail; Feedback via 3rd party post transaction Feedback via live post transaction company call Feedback via live post transaction 3rd party call Feedback via annual survey Feedback via frequent periodic survey Other Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 18

19 OTHER MEASURES OF PERFORMANCE/SUCCESS OR FAILURE OF THE CONTACT RESOLUTION EXPERIENCE Responses Total Participants 38 Number of Respondants 5 FR31.1 ID Response 36 Our company uses a Call Center Satisfaction Survey to measure IVR and CSR interactions via a telephone administered questionnaire. 34 Customer Transaction Survey (conducted by a 3rd party firm - VCR) in Spring and Fall is based on a sample of approximately 400 customers (each survey wave) who completed requests through our IVR, Web/ or CSR. 40 Customers are selected to participate in a survey based on any contact added by a CSR, excluding outage related contacts. 50 Customers are selected to participate in a survey based on any contact added via a CSR which is based on any interaction the customer has with a CSR. Issue/question may or may not be resolved. 28 Customers are selected to participate in a survey based on any contact added via a CSR. Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 19

20 PLANS FOR IMPLEMENTING FCR [V.15] Total Respondents 4 Yes our company is implementing a routine FCR process this year 50% No we have no current plans to implent one 50% FR35.1, FR35.2 Legends Yes our company is implementing a routine FCR process this year No we have no current plans to implent one Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 20

21 FUNCTIONS THAT ARE EVALUATED IN THE FCR MEASUREMENT PROCESS Total Respondents 25 Contact center 100% Field Services 20% Metering or Meter Reading 12% Credit and Collections 24% Billing 20% Transmission Distribution Operations groups 0% Other 12% FR40.1, FR40.2, FR40.3, FR40.4, FR40.5, FR40.6, FR40.7 Legends Contact center Field Services Metering or Meter Reading Credit and Collections Billing Transmission Distribution Operations groups Other Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 21

22 OTHER FUNCTIONS THAT ARE EVALUATED IN THE FCR MEASUREMENT PROCESSUNCTIONS Responses Total Participants 38 Number of Respondants 3 FR ID Response 29 Outage 32 Move in Move Out, Payment, Outage 28 Any contact that we have with the customer, except for outages can be included in the survey. Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 22

23 FUNCTIONS THAT PARTICIPATE IN THE FCR INFORMATION/RESULTS SHARING PROCESS Total Respondents 25 Contact center 100% Field Services 16% Metering or Meter Reading 12% Credit and Collections 28% Billing 24% Transmission Distribution Operations groups 0% Other 52% FR45.1, FR45.2, FR45.3, FR45.4, FR45.5, FR45.6, FR45.7 Legends Contact center Field Services Metering or Meter Reading Credit and Collections Billing Transmission Distribution Operations groups Other Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 23

24 OTHER FUNCTIONS THAT PARTICIPATE IN FCR Responses Total Participants 38 Number of Respondants 13 FR ID Response 35 process optimization group 29 Management Team 32 Move in Move Out, Payment, Outage 47 Customer Service Analytics 39 Customer Service Analytics 48 Customer Service Analytics 26 Customer Service Analytics 46 Customer Service Analytics 38 Customer Service Analytics 25 Customer Service Analytics 45 Customer Service Analytics 37 Customer Service Analytics 27 Customer Service Analytics Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 24

25 FORMALLY INVOLVE CSRS IN THE FCR PROCESS BY HAVING THEM IDENTIFY OR TRACK REPEAT CALLS Total Respondents 26 No 92.31% Yes 7.69% FR47.1, FR47.2 Legends No Yes Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 25

26 SEGMENT EVALUATIONS BY TRANSACTION TYPE AND/OR BY CUSTOMER SEGMENT Total Respondents 23 Yes we segment our FCR evaluations by both transaction 17.39% Yes we segment only by transaction type 13.04% Yes we segment only by customer segment 0% No we do not segment our transactions or customer segments for FCR purposes 69.57% FR50.1, FR50.2, FR50.3, FR50.4 Legends Yes we segment our FCR evaluations by both transaction Yes we segment only by transaction type Yes we segment only by customer segment No we do not segment our transactions or customer segments for FCR purposes Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 26

27 GROUPS SHARING IN FCR MEASURES AND RESULTS Total Respondents 26 FCR results are not shared in our organization 3.85% FCR results are shared with Management Senior Management only 69.23% FCR results are shared with both Management and frontline employees 26.92% FCR results are shared with frontline employees 0% FR55.1, FR55.2, FR55.3, FR55.4 Legends FCR results are not shared in our organization FCR results are shared with Management Senior Management only FCR results are shared with both Management and frontline employees FCR results are shared with frontline employees Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 27

28 SHARING FCR MEASURES WITH "FRONT-LINE" EMPLOYEES Responses Total Participants 38 Number of Respondants 7 FR60.1 ID Response 22 Center level results and progress are shared at the macro level so that the CSR may understand the impact that they have. 29 The number is shared monthly on scorecards and at biannual employee meetings with Customer Service Director. 34 FCR results from the transaction survey are shared with front line employees once all of the results are available. The full transaction survey presentation is sent to all front line employees. 30 The entire transactional survey results are shared monthly with front line employees to help improve customer satisfaction. 49 The entire transactional survey results are shared monthly with front line employees to help improve customer satisfaction. 41 The entire transactional survey results are shared monthly with front line employees to help improve customer satisfaction. 32 We share transaction and channel specific FCR with the related employees. Frequency is weekly. Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 28

29 SHARING FCR MEASURES WITH MANAGEMENT / SENIOR MANAGEMENT Responses Total Participants 38 Number of Respondants 24 FR62.1 ID Response Similar to our CSR's, trends are shared with management/senior management to highlight improvement in this measurement. The FCR results from prior years is shared based upon the results from our telephone answering survey. Monthly based on ANI and if they called within 1, 3 or 7 days. Another is Quarterly Trans traffic metric based on the a customer survey completed by a third party asking if the call was completed on the first call. 35 once a month an is sent with different Customer satisfaction indicators, including the FCR 29 The number is shared monthly on scorecards and at biannual employee meetings with Customer Service Director and at quarterly Strategic Plan Update meetings with General Manager and peer managers. 31 Results shared with Customer Service Leadership Team, monthly reporting/quarterly newsletter with highlights and lessons learned. 21 Overall results are shared with managers on a monthly and quarterly basis. 34 FCR results from the transaction survey are shared with Management/Senior Management once all of the results are available. The survey results are presented and discussed during management meetings. 30 The entire transactional survey results are shared monthly with Management/Senior management to help improve customer satisfaction. 49 The entire transactional survey results are shared monthly with Management/Senior management to help improve customer satisfaction. 41 The entire transactional survey results are shared monthly with Management/Senior management to help improve customer satisfaction. 32 We share transaction and channel specific FCR with the Directors. Frequency is weekly. 40 Monthly and quarterly reports are generated. 50 weekly sent 28 Scores are calculated monthly and include YTD. 47 The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 29

30 The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. The FCR score is communicated monthly, quarterly, and yearly. All levels of customer service from management to VP are informed of scores and progress. FCR is part of the corporate KPIs measured yearly. FCR tracking is monthly; results are used to influence and manage rep staffing, customer wait times, IVR technology, call routing strategies, and other call center operations as indicated by the data. Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 30

31 PRIMARY ACTION TAKEN LAST YEAR AS A RESULT OF FCR PERFORMANCE Responses Total Participants 38 Number of Respondants 20 FR64.1 ID Response 22 A team has been formed to establish a uniform internal reporting definition and approach to measuring FCR across the entire organization. 29 We use the yearly FCR to determine our goal for next year. The Goal remained the same for this year. 31 Additional training for CSRs and implemented a door-hanger process for service requests to eliminate repeat calls. 30 FCR process is being reviewed for FCR process is being reviewed for FCR process is being reviewed for Took a deep dive of low FCR drivers/processes and currently taking actionable steps to improve them. 40 Created a First Call Resolution team to meet the needs of the needs of the customer the first time they called. 50 Established First Call Resolution team to resolve a higher number of calls on first contact. 28 Created a first call resolution team to reduce incoming calls by resolving issues on first contact. Call center managers continue to meet weekly to review unfavorable scores for FCR and customer satisfacation. 47 Continuous improvements to operational processes 39 Continuous improvements to operational processes 48 Continuous improvements to operational processes 26 Continuous improvements to operational processes 46 Continuous improvements to operational processes 38 Continuous improvements to operational processes 25 Continuous improvements to operational processes 45 Continuous improvements to operational processes 37 Continuous improvements to operational processes Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 31

32 27 Continuous improvements to operational processes Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 32

33 COMPANY HAS SPECIFIC CONTACT VOLUME REDUCTION GOALS FOR 2015 Total Respondents 14 Yes 50% No 50% FR66.1, FR66.2 Legends Yes No Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 33

34 VOLUME REDUCTION TARGETS AND ACTIVITIES Responses Total Participants 38 Number of Respondants 7 FR68.1 ID Response 36 Leverage technology - IVR options,etc was our second year of having call volume targets for Agent Handled Calls. Targets represent a 2% reduction. 34 We are gathering and analyzing repeat call data and plan to use this information to determine where process improvements are needed. Each month we sample 300 accounts with the highest number of repeat calls. In 2013 this totaled 26,268 repeat calls. In 2014 we had a total of 22,912 repeat calls from the top 300 accounts which is a reduction of 12.8%. In addition to tracking the total number of repeat calls for the month, we classify the reason for the contact and identify possible process improvements and CSR training and coaching opportunities.our goal is to continue to reduce our repeat calls year after year. 32 Call Volume reduction target for 2016 is 750,000 calls 40 Reduce incoming calls by 1% by answering the customer's question the first time they call. 50 1% reduction in call volume. 28 1% call reduction Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 34

35 HAVE OR ARE STARTING A FORMAL "CUSTOMER EXPERIENCE" PROGRAM OR INITIATIVE [V.15] Total Respondents 16 Ongoing customer experience program or initiative 87.5% Recently completed a customer experience program or initiative 0% Starting a customer experience program or initiative this year 0% Do not have a formal customer experience program or initiative 12.5% FR70.1, FR70.2, FR70.3, FR70.4 Legends Ongoing customer experience program or initiative Recently completed a customer experience program or initiative Starting a customer experience program or initiative this year Do not have a formal customer experience program or initiative Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 35

36 CUSTOMER EXPERIENCE PROGRAM Responses Total Participants 38 Number of Respondants 13 FR75.1 ID 22 Response The FCR effort currently underway is focused on creating a metric from our own internal data points rather than relying on the post call survey to measure repeat calls from customers. Our intent is to provide this data down to the CSR level for continuous improvement. 33 A cross functional/departmental group of employees that help drive goals and objectives as governed by the CE Manager and executive team. 29 Customer Service takes care of the customers request the first time. 23 The program is focused on engaging customers to ensure their complete needs are met. We are focusing on accuracy, timeliness, compassion and education. 21 It builds off the customer satisfaction program we have had for many years. PSE&G has a robust and structured approach to customer satisfaction improvement which it has used since Each year, PSE&G chooses key areas of focus to improve customer satisfaction based on the key drivers of satisfaction, performance trends in all customer satisfaction measures and benchmark performance. In order to maintain focus on customer satisfaction, monthly customer results and key initiatives are reviewed in monthly meetings of our Customer Experience Working Group. The Working Group includes key directors and managers from across the PSE&G. We also hold quarterly meetings with the Customer Perception Steering Committee which includes the PSE&G President and his Senior Leadership Team. In addition, PSE&G has a new Customer Experience Plan to pull together initiatives around Corporate engagement, Employee engagement and Market engagement. 34 Our company is focusing on TouchPoint teams and customer experience solutions. 30 journey mapping, self-service enhancement, customer satisfaction improvement 49 journey mapping, self-service enhancements, customer satisfaction improvement 41 Journey mapping, self-service improvement, customer satisfaction improvement 32 Customer Experience is on-going provcess improvement inititives to address Call Reduction, Repeat Calls, Self Service satisfaction, and Quality Assurance We have focus groups that we can pull information from. Some projects will work with customers to obtain their feedback. Other projects use existing data to identify current custoemr experience and weays to improve. Our goal is to look at the customer experience for every project/initiative that is implemented. This may include focus groups to test a product, using feedback from prior focus groups or reviewing contacts. Our goal is to look at the customer experience for every project/innative that is implemented. This may include focus groups to test a product, using feedback from prior focus groups or reviewing contacts. Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 36

37 MEASURES IN PLACE TO EVALUATE SUCCESS AND PROGRESS OF CUSTOMER EXPERIENCE PROGRAM Responses Total Participants 38 Number of Respondants 13 FR85.1 ID Response 22 An internal measurement that allows us to review repeat call patterns sampled at 1, 3, and 7 days following the initial contact. This information is available down to the individual CSR level. 33 Specifically tracking as many as 53 metrics directly related to Customer Experience across multiple organizations with in the company. 29 Use the survey to measure first call resolution monthly. 23 We are measuring this through our contact monitoring and reviewing accuracy of transactions, in addition to our customer satisfaction results. 21 JD Power studies, Moment of Truth transaction studies, Regulatory and Executive complaints 34 Expected results are identified and updates are reported to the oversight team. 30 customer satisfaction 49 customer satisfaction 41 customer satisfaction 32 Scorecards, Dashboards, Surveys, Continuous Improvement experiments, weekly meetings with executive staff, 40 This is an area we can improve in. 50 This is an area we can improve on. 28 This is an area we can improve on. Jul 01, 2016 Copyright 2016, First Quartile Consulting Inc. All Rights Reserved Page 37