Customer Service Report 2010-2011 statistics www.du.ae
Message from the Chief Commercial Officer The greatest quality of any company is to earn the trust of its valued customers. With a system of corporate governance that relies on friendliness, honesty and confidence, a strong vision of transparency has long been at the core of du s brand ethos. In line with this approach, we have instituted the Customer Service Report - a benchmark analysis which comprises our Grade of Service (GoS) extended across various customers service touch points in the UAE -including Contact Centres, Email, Directory Services and Social Media. The report is based on statistics pertaining to the period from 2010 to end of 2011, featuring data that is factual and unbiased in its disclosure of customer service levels and performance. We re particularly proud of our newly opened customer care centre in Fujairah, which is managed and staffed entirely by UAE nationals to provide local voices for our local customer base. We strive to provide personalised attention with our Contact Centres in the UAE, India, Egypt and Jordan. The multi-language centres reflect the diversity of cultures in the UAE and with such personalised service at hand, we truly hope to embody the essence of customer satisfaction. Going forward and with the quarterly release of a Customer Service Report, we are introducing an entirely new way of customer-business relationship for a more transparent and sustainable approach. After all, we believe that it only takes one idea to spark real change. Farid Faraidooni
Traffic report Q4 2011 3,638,800 3,370,455 Customer satisfaction 90% (Internal Scores) 86% (Mystery Caller Scores) 615,196 586,025 85,049 85,049 5,163 5,163 153,201 153,201 Contact Centre Email Directory Inquiries Social media Trouble Tickets Received Handled
Contact Centre Traffic Q4 2011 3,191,017 2,947,875 Percentage of first call resolution is 72% For consumer mobile & consumer fixed 149,096 142,104 227,087 214,422 71,600 66,054 Consumer - mobile Consumer - fixed Enterprise - mobile Enterprise - fixed Received Answered
Contact Centre traffic Contact Centre Traffic Y 2010 Y 2011 2011 Q4 Received 11,133,781 13,402,271 3,638,800 Answered* 8,260,204 11,972,408 3,370,455 Grade of Service (SLA) % in 20 Sec 61% 80% 85% Average Waiting Time (AWT) 50 (Sec) 20 (Sec) 13 (Sec) Average Handling Times (AHT) 260 (Sec) 251 (Sec) 241 (Sec) First Call Resolution (FCR) 72% Customer Satisfaction **66% 81% 90% Mystery Caller C-SAT ***66% 78% 86% Statistics combine consumer and enterprise Although customer base increased, we managed to provide better experience by reducing customer wait time to reach our contact center and were able to answer 85% of calls in 20 seconds. Customers preferred language for Contact Centre: Arabic 18% English 29% Hindi 21% Bengali 20% Malayalam 12% * Abandoned rate for Q4 of 2011 was 5.58%, 2010: 21.25%, 2011: 8.59% ** Starting July 2011 C-SAT calculation methodology was changed to align with AC Nielsen standard, due to which there is deviation in scores. *** activity started in Q3 2010
Grade of Service Enterprise - fixed 51% 80% 87% Enterprise - mobile 58% 82% 87% Consumer - fixed 44% 92% 92% Consumer - mobile 64% 79% 84% Y 2010 Y 2011 Q4 2011
Average Waiting Time (AWT) (in seconds) Enterprise - fixed Enterprise - mobile 8 15 13 27 32 85 Consumer - fixed 6 9 165 Consumer - mobile 13 21 37 Y 2010 Y 2011 Q4 2011
Average Handling Time (in seconds) Enterprise - fixed Enterprise - mobile 212 253 261 298 293 295 Consumer - fixed 452 465 440 Consumer - mobile 237 234 228 Y 2010 Y 2011 Q4 2011
Email volume Enterprise 130,555 170,512 We answered over 256K emails in 2010 and 241K in 2011 & 85K in Q4 of 2011 59,409 Consumer 71,060 126,326 SLA We respond to all emails within 24 hours 25,640 Y 2010 Y 2011 Q4 2011
Directory service Directory Service Y 2010 Y 2011 2011 Q4 Received * 1,983,951 2,313,425 615,196 Answered 1,937,826 2,187,225 586,025 Grade of Service (SLA) % within 15 Sec 94% 87% 88% Average Waiting Time (AWT) 6 (Sec) 9 (Sec) 8 (Sec) Average Handling Time (AHT) 40 (Sec) 40 (Sec) 39 (Sec) Customers preferred language for Directory Inquiries: Arabic 68% English 29% Hindi 3% * Abandoned rate for Q4 of 2011 was 3.21%, 2010: 1.51%, 2011: 3.71%
Social media - 2011 Social media Twitter facebook Interactions received 3,163 697 Customer service related 2,000 41 Fan comments
Social Media - 2011 twitter and facebook Duration of resolved cases Types of resolved cases 0 to 2 hrs 2 to 8 hrs 8 to 24 hrs 1 to 3 days 3+ days Mobile Other Billing Broadband Home Services TV Selfcare Landline 0% 20% 40% 60% 80% 0% 20% 40% 60% 80% 12
Fulfilment 2011 Enterprise 16,892 65,137 2 day SLA: Q4: 89% (2011: 92%) 7 day SLA: Q4: 96% (2011: 98%) Consumer 17,820 2 day SLA Q4: 99% (2011: 98%) 7 day SLA: Q4:100% (2011:100%) 76,260 Y 2011 Q4 2011
Type of Trouble Tickets Q4 2011 34,039 Enterprise 10,943 21,652 7 day SLA : Q4: 73% (2010: 31%, 2011: 47%) 30 day SLA: Q4: 97% (2010: 77%, 2011:81%) 2 day SLA Q4: 78% (2010: 58%, 2011: 69%) 7 day SLA: Q4: 95% (2010: 79%, 2011: 90%) Consumer 28,949 119,162 7 day SLA : Q4: 92% (2010: 48%, 2011: 61% ) 30 day SLA: Q4: 100% (2010: 73%, 2011: 88%) 77,903 2 day SLA : Q4: 69% (2010: 28%, 2011: 52%) 7 day SLA : Q4: 95% (2010: 66%, 2011: 88%) Total Billing tickets Non-billing tickets 411K tickets handled in 2010 and 583K in 2011
Glossary of terms Calls Received Calls made to the Contact Center in which customers opted to talk to an agent. Calls Answered Calls answered by agents. Grade of Service (GoS) Measurement expressing the percentage of calls that are responded to in a specified threshold. Call Handling Time (sec) The average amount of time agent spent processing a customer call. This includes time spent communicating with customer, putting customer on hold (Hold Time), and wrap up time after the customer has ended the call. Average Wait Time (AWT) Average time duration from the point customer opt to talk to an agent until the call is answered by agent.
Glossary of terms Call Abandon Calls received by the Contact Centre system and put in a queue but are disconnected by the caller before being answered. First Call Resolution (FCR) The percentage of calls successfully processed during the first call made by the customer and not resulting in a repeat call on the same issue. Customer Satisfaction Satisfaction survey of the customers who called the Contact Center for queries or complaints. Mystery Caller Calls made to the Contact Center by Mystery Callers from third party quality monitoring agents to evaluate the quality of service without disclosing their identity. Trouble Tickets (TTs) Total Trouble Tickets Total customers complaints created during a specific time span.
Glossary of terms Billing Tickets Trouble Tickets related to Billing issues. Non-Billing Tickets Trouble Tickets related to Non-Billing issues. Billing SLA (Service Level Agreement) 7 days SLA: % of Billing TTs resolved within 7 days 30 days SLA: % of Billing TTs resolved within 30 days. Non-Billing SLA (Service Level Agreement) 2 days SLA: % of Non-Billing TTs resolved within 2 days. 7 days SLA: % of Non-Billing TTs resolved within 7 days. Fulfillment Total Fulfillment Orders Total Work Orders created in a time span. SLA (Service Level Agreement) 2 days SLA: % of work orders fulfilled within 2 days. 7 days SLA: % of work orders fulfilled within 7 days