Article VBXML
Search Website:

Business


Call Center Deflection and KCS Provide a Significant Return on Investment









When researching information for important projects, always cross check your work with multiple sources to ensure you receive a diverse selection of information on the subject matter. We do our best to ensure the content contained on this site is as accurate as possible, however things like statistics and time sensitive material may become outdated rather quickly. So if your research is for a school project or term paper, or any other reason that requires complete correctness the Article.vbxml.net website's Business category and the Call Center Deflection and KCS Provide a Significant Return on Investment article is a great place to start due to our volume of information and broad range of resources, however "always" cross check facts and opinions to ensure corectness.

Article.vbxml.net is dedicated to providing reviews, learning materials, answers to questions, home work help, articles, assignment resources and we pride ourselves on offering a diverse resource completely free.. Because everyone loves free stuff, myself included. So, with that said i hope we helped you in your research and if so feel free to bookmark us and come back again!

The Return on Investment factors from implementing call center deflection coupled with Knowledge-Centered Support (KCS) principals can be separated into hard and soft savings. Hard savings include increased capacity without the need for additional headcount, increased call deflection, and decreased time to train a new agent. Soft savings are extremely valuable but are more difficult to measure. These include increased customer satisfaction, lower employee attrition rates and improved agent morale. This article will focus on call deflection.

Call Center Deflection

Call deflection occurs when a customer is able to self-solve their support question on a website. The numbers of call deflections can be multiplied by the cost per support call, e.g., $15 -$40 per call loaded cost. A world-class call deflection rate would be 70% - 80% with 30% - 50% being the norm. According to Gartner Inc., Pitney Bowes achieved a 78% call deflection rate in 2006 utilizing search and call deflection technologies implemented by InQuira.

ATG, a KCS verified solution provider says, "An effective Web self-service interaction can be 10 to 20 times less costly than the most efficient agent-enabled phone call. But to reap these savings, your online self-service needs to be more than a FAQ listing or search tool. You need to deliver a service experience that is tailored for your customers as individuals, understands their intent, meets their expectations, and resolves their problems thoroughly and quickly."

To be successful, call deflection has to be part of a larger knowledge base strategy. The knowledge must be available and searchable in the customer's own words. Recording support tickets in the customer's own words is a key tenet of KCS. In the past a call agent listened to the customer's issue and then recorded it in a technical description. A customer would call in and describe the issue as, "My network card is flaky and does not seem to be working." The agent would record, "NIC failure." This terminology can work fine between support agents but will fail miserably for call deflection. The Search engine must be able to locate a solution based on the customer's input on the website.

As self-service becomes available, it is not uncommon to see an increase in the number of customers seeking support. These are customers that have issues but have been reluctant to deal with support on a phone call. The Consortium for Service Innovation cites HP Invent as a success story for both KCS and call deflection. HP Invent achieved an 80% self-service success. Within a 12 month period they experienced a 4x increase in customer logins with a 7x increase in customer-solved cases.

To maximize ROI, content gaps need to be identified on a continuous basis. This is done using Analytics reports. These reports will identify the search strings where the system could not find an answer or returned a poor match. Leading solution providers such as ATG, InQuira, Knova and Talisma provide extensive reporting choices. These include reports such as: Top 100 Questions, Questions with Negative Customer Feedback, Failed Questions and Questions by Product Line. Spending time with these reports will identify trends in customer searches. For example, a Hot Questions report will identify increases month over month for definite question categories. Effort can then be made to increase the solution sets for these areas. This ongoing "tuning" of the system will have significant payback in improved call deflection numbers and customer satisfaction rate.

Depending on call volume, even a 20% call deflection rate can create significant ROI for a support organization. In order to keep customers coming back to your website, focus should be placed on creating a minimum self-solve rate of 50%. Like any Enterprise software project, call deflection requires substantial effort. However, Stone Cobra has found strategic call deflection efforts that can return a positive ROI in as few as 3 months.

KCS is a registered service mark of the Consortium for Service Innovation

Articles: http://article.vbxml.net

From the Encyclopedia: Economics - Health - Law Issues - Spyware and Virus - Web Hosting and Servers - Dental

The article above titled Call Center Deflection and KCS Provide a Significant Return on Investment may be published on your website, simply use the "Website Version" link to the right to obtain the article to paste in to your site. Article.vbxml.net is an article repository housing nearly 45,000 different articles on various subjects, so feel free to browse around for other quality articles.

Information is a valuable commodity, reading and learning from such resources helps to obtain a better understanding on the Business topic. With an understanding, you are able to make informed decisions.

We have also located 10 other articles related to this one, so we have listed them below along with this weeks hottest sections, so if Call Center Deflection and KCS Provide a Significant Return on Investment didn't suit what you were looking for or if you have more questions check out the menu links below to browse around. Also our Business and Home Business sections have been mentioned in official offline school resources for Business Study papers, so these are worth checking out as well as the Business you are currently viewing.The Return on Investment factors from implementing call center deflection coupled with Knowledge-Centered Support (KCS) principals can be separated into hard and soft savings. Hard savings include increased capacity without the need for additional headcount, increased call deflection, and decreased time to train a new agent. Soft savings are extremely valuable but are more difficult to measure. These include increased customer satisfaction, lower employee attrition rates and improved agent morale. This article will focus on call deflection.

Call Center Deflection

Call deflection occurs when a customer is able to self-solve their support question on a website. The numbers of call deflections can be multiplied by the cost per support call, e.g., $15 -$40 per call loaded cost. A world-class call deflection rate would be 70% - 80% with 30% - 50% being the norm. According to Gartner Inc., Pitney Bowes achieved a 78% call deflection rate in 2006 utilizing search and call deflection technologies implemented by InQuira.

ATG, a KCS verified solution provider says, "An effective Web self-service interaction can be 10 to 20 times less costly than the most efficient agent-enabled phone call. But to reap these savings, your online self-service needs to be more than a FAQ listing or search tool. You need to deliver a service experience that is tailored for your customers as individuals, understands their intent, meets their expectations, and resolves their problems thoroughly and quickly."

To be successful, call deflection has to be part of a larger knowledge base strategy. The knowledge must be available and searchable in the customer's own words. Recording support tickets in the customer's own words is a key tenet of KCS. In the past a call agent listened to the customer's issue and then recorded it in a technical description. A customer would call in and describe the issue as, "My network card is flaky and does not seem to be working." The agent would record, "NIC failure." This terminology can work fine between support agents but will fail miserably for call deflection. The Search engine must be able to locate a solution based on the customer's input on the website.

As self-service becomes available, it is not uncommon to see an increase in the number of customers seeking support. These are customers that have issues but have been reluctant to deal with support on a phone call. The Consortium for Service Innovation cites HP Invent as a success story for both KCS and call deflection. HP Invent achieved an 80% self-service success. Within a 12 month period they experienced a 4x increase in customer logins with a 7x increase in customer-solved cases.

To maximize ROI, content gaps need to be identified on a continuous basis. This is done using Analytics reports. These reports will identify the search strings where the system could not find an answer or returned a poor match. Leading solution providers such as ATG, InQuira, Knova and Talisma provide extensive reporting choices. These include reports such as: Top 100 Questions, Questions with Negative Customer Feedback, Failed Questions and Questions by Product Line. Spending time with these reports will identify trends in customer searches. For example, a Hot Questions report will identify increases month over month for definite question categories. Effort can then be made to increase the solution sets for these areas. This ongoing "tuning" of the system will have significant payback in improved call deflection numbers and customer satisfaction rate.

Depending on call volume, even a 20% call deflection rate can create significant ROI for a support organization. In order to keep customers coming back to your website, focus should be placed on creating a minimum self-solve rate of 50%. Like any Enterprise software project, call deflection requires substantial effort. However, Stone Cobra has found strategic call deflection efforts that can return a positive ROI in as few as 3 months.

KCS is a registered service mark of the Consortium for Service Innovation
RSS Feed

Want Business Articles delivered Via RSS? Simply click the XML icon above



Feel free to view the articles listed above, we found them similar to Call Center Deflection and KCS Provide a Significant Return on Investment so they may also interest you, some are in the Business category or other subcategories.
Design by SEO Company Info: SEO Forums

Providing Articles on everything from Credit