Management Tools in the Customer Service Center

What type of performance metric is measured in the following example: The release of a new version of software increases the wait time to 6 minutes

Average Speed to Answer (ASA)

Match the incident response and management metric with the example of the type of performance it measures. 40% of calls are handled within 3 hours, which is outside of the goals set for the center.

Average Time to Resolve

What type of performance metric is measured in the following example: After speaking with a CSR, each customer is asked to complete a five-question voice survey about the support experience

Customer satisfaction level

What type of performance metric is measured in the following example: Hiring 20 new CSR agents causes a surge in call escalation and the need for call backs. Customer frustration rises. Eventually, however, the new agents are able to handle most customer issues in a single call

First Contact Resolution Rate

What type of survey is explained in the scenario: Before creating a new product, a software company brings together a cross-section of its customers to discuss it

Focus group

Match the incident response and management metric with the example of the type of performance it measures. The call center can afford to hire more CSRs to handle the higher call load

Cost per incident

Match the incident response and management metric with the example of the type of performance it measures. Personal interviews are conducted to assess a key customer's feelings about the company's new face creams

Customer Satisfaction Level

Which type of knowledge is shown in the example? Canadian customers from Quebec prefer to be addressed in French rather than in English

Customer knowledge

Which survey type does the scenario explain? A company that develops training products wants to bring its key customers together to find out how they perceive its services

Focus group

Match the incident response and management metric with the example of the type of performance it measures. A software company wants to improve its customer service dramatically, so a decision is made to increase training.

First Contact Resolution Rate

Match the incident response and management metric with the example of the type of performance it measures. The call center is understaffed and is not able to handle the influx of calls that it is receiving.

Number of incidents in total

Support Center technology: Software that creates and maintains lists of reported customer issues and the strategies used to resolve them

Service management software

What type of survey is explained in the scenario: A local hospital follows up with patients within a week of discharge to assess satisfaction with intake precedures and with courtesy of administrative staff

Telephone interview

Which survey type does the scenario explain? A department store's Service Department wants to see how satisfied its customers are with its Appliance Repair Department

Telephone interview

Which type of system is used for the example shown? Automatic Call Distribution (ACD) system or Private Branch Exchange (PBX)? An in-house phone switch system, connecting telephone extensions to one another

PBX

Which type of system is used for the example shown? Automatic Call Distribution (ACD) system or Private Branch Exchange (PBX)? Enables call forwarding and conference calling

PBX

What type of survey is explained in the scenario: A luxury goods store is known for its personalized service. The owner wants to survey his exclusive clientele to ensure he is meeting their needs.

Personal interview

Which survey type does the scenario explain? A grocery store chain needs to assess whether its customers are satisfied with the quality of the meats and vegetables

Personal interview

Which type of knowledge is shown in the example? A customer calls with a complaint about the speakers for his computer. They don't seem to work.

Problem and solution knowledge

Which type of knowledge is shown in the example? Twice a month, lunchtime meetings are held to share information about new incidents and potential resolutions.

Problem and solution knowledge

What are the 3 types of Knowledge?

Products and Services Knowledge Problem and Solution Knowledge Customer Knowledge

Which type of knowledge is shown in the example? A customer calls with a question on her software warranty.

Products and services knowledge

Rob is a Customer Service Representative (CSR) at a technology company. The company is taking its business toa a global level. To support an international customer base, the Support Center will operate 24 hours a day. Employees will be asked to change their working hours. Rob suggests adopting a rotating schedule. For example, he will work from 11pm to 7am for 3 months, and then switch to a different shift for the next 3 months. Which stage of change management does Rob's suggestion represent?

Proposing the change

Support Center technology: Software used to enable CSRs to work directly on customer computers

Remote control

Which survey type does the scenario explain? A consulting company sells its services exclusively over the Internet. The company wants to find out how satisfied its customers are with new services.

Self-completion questionnaire

Support Center technology: Used to enable customers to access information without speaking directly to a CSR

Self-service technology

Jeanne is concerned about the physical work environment. She knows that employees can easily glance over to other workers' computers and see classified customer information. Which technique might prevent this from happening? Change passwords frequently Separate individual work spaces with partitions Issue unique user IDs Hire security guards to safeguard data

Separate individual work spaces with partitions

What type of survey is explained in the scenario: A newspaper wants to assess whether customers like the new food column

self completion questionnaire

Match the incident response and management metric with the example of the type of performance it measures. This metric was so far below its goal that the company installed an Interactive Voice Response (IVR) system to remove some of the pressure from the CSR staff. The metric improved dramatically.

Average Speed to Answer (ASA)

Which type of system is used for the example shown? Automatic Call Distribution (ACD) system or Private Branch Exchange (PBX)? A computerized phone system that responds to callers using a voice menu and onnects calls to the appropriate CSRs

ACD

Which type of system is used for the example shown? Automatic Call Distribution (ACD) system or Private Branch Exchange (PBX)? Distributes incoming calls to prevent traffic jams

ACD

Which type of system is used for the example shown? Automatic Call Distribution (ACD) system or Private Branch Exchange (PBX)? Routes and queues incoming calls according to availability or expertise

ACD

Match the incident response and management metric with the example of the type of performance it measures. After hiring ten new CSR agents, wait time decreases and the company sees an improvement in this metric.

Abandon Before Answer (ABA)

What type of performance metric is measured in the following example: A change in medical benefits causes the call volume at an HMO's Support Center to triple. Wait times increase five-fold, causing a spike in customer hang-ups before a CSR can answer.

Abandon Before Answer (ABA)

Rob is a Customer Service Representative (CSR) at a technology company. The company is taking its business toa a global level. To support an international customer base, the Support Center will operate 24 hours a day. Employees will be asked to change their working hours. Rob suggests adopting a rotating schedule. For example, he will work from 11pm to 7am for 3 months, and then switch to a different shift for the next 3 months. Which step in the change-management process happens after proposing the change?

Acceptance and Filtering

Technology used in Support Centers: Answers calls and enables customers to select an appropriate number from a list, based on the type of service they need.

Automated Voice Response (AVR)

Telephone technology: Answers calls and enables customers to select an appropriate number from a list, based on the type of service they need

Automated Voice Response (AVR) system

Match the incident response and management metric with the example of the type of performance it measures. Seasonal business fluctuations cause a post-holiday crunch in the volume of calls received at a Support Center. When Rob returns from vacation, he records an average of a half hour a day as free time, and this includes lunch.

Availability

What type of performance metric is measured in the following example: A Support Center experiences high staff turnover, and each CSR must handle many more calls. Several agents complain they are too busy even to leave their desks during the day.

Availability

Match the incident response and management metric with the example of the type of performance it measures. When this metric soars, management finds that the Support Center is overstaffed. It determines that CSR agents do not have enough calls to keep them fully occupied and so spend longer than necessary on each call.

Average Handle Time (AHT)

What type of performance metric is measured in the following example: A CSR changes companies and notices that many of his new coworkers frequently go off target when speaking with customers. They thus don't address the issues quickly.

Average Handle Time (AHT)

Match the incident response and management metric with the example of the type of performance it measures. An electronics company realized that this metric was far lower than the goal rate, meaning it could reduce the number of skilled staff answering calls per shift.

Average Hold Time

What type of performance metric is measured in the following example: A company used a group of new CSRs on the same shift. This resulted in an increase in customers waiting, while the CSRs checked how processes were meant to be followed

Average Hold Time

Support Center technology: Software used to send prerecorded messages en masse to customers.

Broadcasts

Technology used in Support Centers: Captures detailed information about calls and stores this digitally.

Call management reporting

Telephone technology: Captures detailed information about calls and stores this digitally

Call management reporting

Identify the benefits of using customer service measurements in a Support Center Increases motivation among staff members Enables assessment of customer satisfaction Provides a reality check on actual performance Improves profitability Produces better efficiency and effectiveness Enhances management satisfaction

Enables assessment of customer satisfaction Provides a reality check on actual performance Improves profitability Produces better efficiency and effectiveness

Identify the problem management tools available to a CSR. Establishing different levels of support Call routing Creating a database of problems Using IVR systems Putting a restriction on call times Training staff to deal with common issues only

Establishing different levels of support Call routing Creating a database of problems Using IVR systems

Identify examples of customer data that should be protected. I have a Mastercard, and the number is 777 000 1111 I would like to know when the laptop I ordered will be delivered. I live at 105 Elm Terrace, 323 1st Ave, Portland My 3G PIN is 5555 I play baseball with my kids My SSN is 546 738 5467 I have a savings account with First Banks America

I have a Mastercard, and the number is 777 000 1111 I live at 105 Elm Terrace, 323 1st Ave, Portland My 3G PIN is 5555 My SSN is 546 738 5467 I have a savings account with First Banks America

Select the benefits of using management tools in a Support Center. Identify and resolve customer-reported incidents efficiently and effectively. Add to customer knowledge about products and services Manage change effectively Safeguard import customer information Build the organizations knowledge base about customers and products Remove problem customers from the database

Identify and resolve customer-reported incidents efficiently and effectively. Manage change effectively Safeguard import customer information Build the organizations knowledge base about customers and products

What are the benefits of using customer service measurements in a Support Center? Ability to cross-train CSR personnel Improved relationships with customers Improved customer satisfaction levels Enhanced profitability through lower costs Increased effectiveness and efficiency of staff members Reality check on Support Center operations

Improved customer satisfaction levels Enhanced profitability through lower costs Increased effectiveness and efficiency of staff members Reality check on Support Center operations

Match the incident response and management metric with the example of the type of performance it measures. 70% of calls received are from customers who are checking the progress of their repairs

Incidents by category

Jeanne's company maintains a web site that customers use to diagnose some of their more straightforward problems. Jeanne wants to be sure that hackers can't access any company systems through the web site. What technique should Jeanne recommend? Ensure the CSR employees share the information they download from the web site Make sure all employees have ID badges Install a firewall to protect the company's systems from outsider access Make sure customers have unique user IDs and passwords

Install a firewall to protect the company's systems from outsider access

Support Center technology: Technology used for quick interactions with customers

Instant messaging

Jeanne wants to safeguard the physical workplace from outsider access. She needs to prevent people from being able to walk in off the street. Which technique can Jeanne recommend? Changing passwords frequently Issuing ID badges to authorized employees Requiring all documents be shredded before disposal Issuing unique user IDs

Issuing ID badges to authorized employees

Which are reasons for reporting security breaches? It identifies the offender and prevents the breach from occurring again. It improves staff morale. It limits the damage that is caused. It enables security policies and procedures to be effective. It alerts customers to possible security threats It helps in the resolution of security incidents It protects the company and the customer.

It identifies the offender and prevents the breach from occurring again. It limits the damage that is caused. It enables security policies and procedures to be effective. It alerts customers to possible security threats It helps in the resolution of security incidents It protects the company and the customer.

Technology used in Support Centers: Provides managers with a means to assess CSR interactions with customers.

Monitoring

Telephone technology: Provides managers with a means to assess CSR interactions with customers

Monitoring

Technology used in Support Centers: Determines whether a specific Customer Service Representative (CSR) should handle one or more channels.

Universal queuing

Telephone technology: Determines whether a specific CSR should handle one or more channels

Universal queuing

Technology used in Support Centers: Provides a pre-recorded message and enables customers to leave messages

Voice mail

Telephone technology: Provides a prerecorded message and enables customers to leave messages

Voice mail