E Source Multichannel Metrics Survey 2012

Transcription

1 E Source Multichannel s Survey 2012 Instructions Fill in only the fields highlighted in blue; the yellow fields will automatically populate with the calculated s. In the "Number" column please use numerals; for example, enter 1,200,000 or , not 1.2 million. Use the "" column to make any additional remarks or to clarify the figures entered. If you don't have the information for a specific, please put an X in the " " column (Column D) and skip ahead to the next. If your utility has s for separate operating companies, please submit separate responses for each operating company. All data to be reported will be from January 1, to December 31,. If you would like to print this document, we have created a printer-friendly PDF version for download here: If you have any questions, please contact Justin Rickard, Research Manager at E Source, at or justin_rickard@esource.com. General Information number type Number 1. Number of accounts 1 Total customer accounts: The number of retail accounts of every class for December. Total number of accounts is where a customer with 100 accounts equals 100, not Contact center and walk-in center staffing FTE count 2a Agent full-time equivalents (FTEs): The number of agent FTEs who work within a physical contact center or in a space not owned by the utility (such as at home) and handle customer inquiries. FTE does not refer to a number of employees; rather, one FTE indicates the equivalent of one person working full-time in this area, even though several staff members may contribute to the work being done. this as a accounts in accounts agent FTEs in agent FTEs 2b At-home agent FTEs: The number of FTEs who handle customer inquiries, and work primarily from home or a physical space not owned by the utility. at-home agent FTEs in at-home agent FTEs 2c Quality assurance (QA) monitor FTEs: The number of FTEs who monitor agent in the contact center. QA monitor FTEs in agent FTEs per QA monitor FTEs 2d Supervisor FTEs: The number of FTEs, not including team leads, who manage contact center agents. supervisor FTEs in agent FTEs per supervisor FTEs 2e Team lead FTEs: The number of FTEs who have more responsibility than contact center agents, but do not have a job title of supervisor. team lead agent FTEs in agent FTEs per team lead FTEs

2 2f Walk-in center FTEs: The number of FTEs at physical centers where can complete transactions in person. 3. Interaction handling call, chat, 3a Agents handling calls: The number of agent FTEs who handle inbound customer phone calls. walk-in center FTEs in call handling agents in walk-in center FTEs per call handling agents 3b 3c Agents handling chats: The number of agent FTEs who handle inbound customer chats through a web-based chat application. Agents handling s: The number of agent FTEs who handle inbound customer s through a company electronic mail system. chat handling agents in handling agents in per chat handling agents per handling agents 4. Business operations 4a Contact centers: The number of physical contact centers where agents handle customer inquiries. contact centers in contact centers 4b 4c 4d Contact center business days: The number of days in when your company's contact center was open for normal business. The number should not exceed 365. Contact center type: The type can include union, non-union, or both union and non-union. Please delete the options that do not pertain to your utility. Do you outsource any aspect of your contact center? Outsourcing is defined as allowing any customer-facing business process to be handled by a third-party vendor such as contact center IT, agents, back-office process, etc. Please delete the options that do not pertain to your utility. Union / Non-Union / Both Yes / No business days in business days 4e Walk-in centers: The number of physical customer-facing locations, other than the contact center, staffed by a utility representative. These could include locations such as a district office. walk-in centers in walk-in centers Operational s number type Number 5. Interactions by contact channel 5a Total inbound customer : The number of all inbound customer handled on all customer contact channels including agent calls, s, chats, customer website logins, interactive voice response (IVR) calls, kiosks, mobile application, mobile website, postal letters (remittance payments and non-remittance payments), text messages, walk-in centers, etc. total customer in this as a per customer account

3 5b Chat: The number of inbound handled by an agent through a web-based chat application. chat in 5c Customer website login: The number of login IDs on the utility website as a count of single logged-in sessions conducted by registered. A single session is from login through logout or session close. This includes all logins to the utility website, regardless of device used. customer logins in 5d The number of inbound that are submitted through an electronic mail system and handled by an agent. in 5e Kiosk: The number of in which a customer completes a transaction with the utility through a self-service kiosk. kiosk in 5f 5g Mobile application: The number of inbound that occur through a mobile application ("app") specifically designed to run on a mobile device such as a smartphone or tablet computer. Mobile website: The number of login IDs on the mobile utility website as a count of single logged-in sessions conducted by registered. A single session is from login through logout or session close. This includes all logins to the utility website with a mobile smartphone. mobile app in mobile website in 5h Postal service correspondence excluding remittance payments: The number of inbound postal service letters that are received from and that require a follow-up by a utility representative. These correspondences EXCLUDE remittance payments. postal letters in 5i Postal service correspondence remittance payment only: The number of inbound postal remittance payments that require processing by a back-office agent. remittance payments by postal service in 5j 5k 5l Social media: The number of inbound communications that occur through a social media channel, such as Facebook, Twitter, etc. Telephone, all: The number of inbound handled over the telephone, regardless of whether the customer spoke to an agent or not. These include calls that are handled only through the interactive voice response system (IVR), only with an agent, or by using the IVR and speaking with an agent. Telephone, agent: The number of inbound handled over the telephone by a live agent in the contact center that were the result of a direct dial into the contact center or were transferred from a self-service IVR. social media in live agent and IVR in live-agent calls only in telephone, agent and IVR inbound 5m Telephone, IVR-only: The number of inbound customer phone that stay within the IVR without transferring to an agent. IVR calls only contained in telephone, agent and IVR inbound 5n Text message: The number of that are sent to or received from a customer's mobile phone text short message service (SMS). This includes both INBOUND and OUTBOUND text messages. text messages in

4 5o Virtual hold: The number of who were placed on hold and used a service that allowed them to request the utility call back at a later time. virtual holds in 5p Walk-in center: The number of that occur in physical customer-facing locations, staffed by a utility representative. These could include locations such as a district office. walk-in center in 5q Other inbound : The number of remaining inbound included in your utility's total number of customer and not mentioned in rows 40 through 54. In the section, please describe what type of inbound are included in "other". other in 5r Total inbound customer : The sum of all entered above, except for rows 50, 51, and 52. The calculated should equal 100 percent of the total inbound in. 6. Agent interaction handling for call, , and chat 6a Calls handled by an agent per hour: The average number of inbound telephone calls handled per agent per hour. This will be automatically calculated. phone calls handled per agent per hour in Calculation check (should equal 100%) total customer. Should equal 100 percent. phone calls handled per agent, per hour 6b 6c 6d Chats handled by an agent per hour: The average number of inbound chats handled per agent, per hour. s handled by an agent per hour: The average number of inbound customer s handled per agent, per hour. Monitored calls handled by an agent per month: The average number of handled live-agent telephone calls a QA representative monitors per agent, per month. chats handled per agent per hour in s handled per agent per hour in calls monitored per agent, per month in chats handled per agent, per hour s handled per agent, per hour calls monitored per month, per agent Contact Center s number type Number 7. Traditional call center s 7a Abandoned calls: The percentage of total telephone calls in queue waiting for an agent that are disconnected by before they would reach an agent. of abandoned calls in queue in 7b Absenteeism: The average number of unscheduled days off per agent. absenteeism in this as a of abandoned calls in queue absenteeism 7c Agent availability: The percentage of agents' time in queue waiting to take calls. availability in availability

5 7d Average handle time (actual): The average time in minutes spent by an agent on a call for every call type and not in after call work. minutes spent on each call in minutes spent on each call 7e 7f 7g Average speed of answer (goal): The goal for the average time in seconds that should spend in queue before their calls are answered. Average speed of answer (actual): The average time in seconds that are in queue before their calls are answered. response turnaround time (goal): The goal in number of hours that your utility has for responding to customer s. seconds for average speed of answer goal in seconds for actual average speed of answer in hours for response time goal in seconds for average speed of answer goal seconds for actual average speed of answer hours for response goal 7h 7i response turnaround time (actual): The average number of hours needed to respond to ' s. Escalated complaints: The number of customer complaints that have moved beyond the agent who first answers the call to someone of higher rank or skill-set. hours for actual response in escalated call complaints in actual hours for response of telephone with agent 7j 7k Schedule adherence: The percentage of all scheduled work time when the agent is doing what she or he is scheduled to be doing. Service level for telephone calls (goal): The goal that your contact center has for the percentage of telephone calls that should be answered by a live agent within a certain number of seconds. Example: Answering 70 percent of calls within 30 seconds should be formatted as 70/30 in the Number column. schedule adherence in service-level goal in schedule adherence service-level goal 7l Service level for telephone calls (actual): The number of days when the service-level goal for telephone calls was achieved in. The number should not exceed 365. days service level goal was achieved in of contact center business days Cost Per Channel s number type Number 8. Cost of inbound by channel 8a Chat: The amount in dollars of the average cost of a chat session handled by a live agent through a web-based chat application. this as a

6 8b Customer website login: The amount in dollars of the average cost per login ID on the utility website as a count of single logged-in sessions conducted by registered. A single session is from login through logout or session close. This includes all logins to the utility website, regardless of device used. 8c 8d 8e 8f The amount in dollars of the average cost per inbound interaction that are submitted through an electronic mail system and handled by an agent. Escalated complaint: The amount in dollars of the average cost of complaints that have moved beyond the agent who first answers the call to someone of higher rank or skill-set. Kiosk: The amount in dollars of the average cost per in which a customer completes a transaction with the utility through a self-service kiosk. Mobile application: The amount in dollars of the average cost per interaction through a mobile application ("app") specifically designed to run on a mobile device such as a smartphone or tablet computer g Mobile website: The amount in dollars of the average cost per number of login IDs on the mobile utility website as a count of single logged-in sessions conducted by registered. A single session is from login through logout or session close. This includes all logins to the utility website with a mobile smartphone. 8h Paper correspondence excluding remittance payments: The amount in dollars of the average cost per number of inbound postal service letters received from, excluding remittance payments, that require a follow-up by a utility representative. 8i 8j 8k 8l 8m 8n Social media: The average cost in dollars of inbound communications that occur through a social media channel, such as Facebook, Twitter, etc. Telephone, agent: The average cost in dollars of inbound handled over the telephone by a live agent in the contact center that were the result of a direct dial into the contact center or were transferred from a selfservice IVR. Telephone, IVR-only: The amount in dollars of the number of inbound handled over the telephone by the IVR system only and not involving a live agent. Text message: The amount in dollars of the average cost per interaction that is sent or received from a customer's mobile phone SMS. This includes both INBOUND and OUTBOUND text messages. Virtual hold: The mount in dollars of the average cost per virtual hold. A virtual hold is a service that allows to request the utility call back at a later time. Walk-in center: The amount in dollars of the average cost per interaction that occurs in physical customer-facing locations, staffed by a utility representative. These could include locations such as a district office. 9. Cost of by other channels 9a Paper bill: The amount in dollars of the average cost of generating and delivering a bill that is sent to a customer through the postal service.

7 9b Electronic bill: The amount in dollars of the average cost of generating and delivering a bill that is sent electronically with no delivery of the paper bill. This includes bills sent to all retail accounts of every class. A bill sent via electronic data interchange (EDI) would count as long as no corresponding paper bill is sent. First-Contact Resolution s number type Number 10. First-call and first-contact resolution s 10a First-contact resolution: The number of customer that are resolved on the first contact with the first channel used. For example, when a customer goes online to pay their bill and succeeds, this is considered firstcontact resolution. A scenario in which a customer who goes online to pay the bill needs to call the utility to complete the transaction is not considered first-contact resolution. Please make sure to include all of the mentioned above in section 5. "Interactions by contact channel." resolved on first attempt in this as a of total 10b First-call resolution: The number of telephone calls that were handled by a live agent and were resolved on the first attempt without the customer needing to call back for the same issue. These do not include IVR calls. calls resolved on first attempt in of agent calls Customer Experience s number type Number 11. Customer Satisfaction Scores by Channel 11a Average customer satisfaction (CSAT) score: The percentage of who are satisfied with the service your utility provides. satisfied with all contact channels in this as a of all 11b Chat: The percentage of who are satisfied with that occur over a web-based chat application. satisfied with chat in of chat

8 11c The percentage of who are satisfied with through a company electronic mail system. satisfied with e- mail in of 11d 11e Telephone, agent: The percentage of who are satisfied with their handled by an agent only. Telephone, agent and IVR: The percentage of who are satisfied with their that were handled by both the IVR and agent. satisfied with telephone, live agent only in satisfied with telephone, IVR and agent in of telephone, live agent-only of telephone, IVR and live agent 11f Telephone, IVR-only: The percentage of who are satisfied with their completed solely through the IVR self-service system. satisfied with telephone, IVRonly in of telephone, IVRonly 11g Utility website: The percentage of who are satisfied with their on the utility website. satisfied with website in of website 11h Walk-in center: The percentage of who are satisfied with their that occur in physical customer-facing locations, other than the contact center, staffed by a utility representative. These could include locations such as a district office. satisfied with walkin centers in of walk-in center 12. Customer effort score and net promoter score 12a Customer Effort Score, phone agent: Average score for transactions conducted over the phone with an agent. A Customer Effort Score is calculated based on customer responses to a question that asks for a rating (on a 1-5 scale) based on how much effort must exert to get their needs met at your company. An example question is, How much effort did you personally have to put forth to handle your request? Customer Effort Score for phone agents in Customer Effort Score for phone agents 12b Net Promoter Score: This score is determined by asking your this question: "How likely is it that you would recommend <your company> to a friend or colleague?" Net Promoter Score in Net Promoter Score Open-Ended Questions Question number Question type 13. First-call and first-contact resolution questions 13a Are you measuring first-call resolution? First-call resolution is defined as resolving a customer's issue on the first contact, with the agent being the first channel used for that issue. Yes / No

9 13b 13c How do you measure first-call resolution? Do you measure first-contact resolution? First-contact resolution is defined as resolving a customer's issue on the first contact with the first channel used. Yes / No 13d How do you measure first-contact resolution? 13e Which contact channel has the highest first-contact resolution rate? 13f Which contact channel has the lowest first contact resolution rate? 14. Quality assurance (QA) monitoring questions Question number Question type 14a Who has responsibility for monitoring live-agent telephone calls a QA group, supervisors/managers, or both? 14b 14c 14d How do you perform QA monitoring of agents during telephone calls. Do you conduct side-by-side monitoring, listen to recordings, etc.? What is your QA scoring methodology? Which contact channels, other than live-agent calls, do you monitor for quality assurance? 2012 E Source Companies LLC