Extending the Channels of Communication Recruitment Response Center.
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Transcript of Extending the Channels of Communication Recruitment Response Center.
![Page 1: Extending the Channels of Communication Recruitment Response Center.](https://reader030.fdocuments.net/reader030/viewer/2022032521/56649d5e5503460f94a3d988/html5/thumbnails/1.jpg)
Extending the Channels of Communication
Recruitment Response Center
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Evolution of RRC Channels
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Newest Channels
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Problem:
“E-mails are like Hitchcock’s birds. They pursue you relentlessly, hover in flocks, and leave you running for cover.”
- Elizabeth Phillips, a teaching assistant and graduate student at University of Virginia, on what a nightmare (student) e-mail has become for professors and teaching assistants and how she dreads checking her e-mail, The Chronicle of Higher Education, May 31, 2002.
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Solution:
• Web-based email response software• Annual subscription with unlimited licenses• Uses response library and keyword
methodology
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Benefits:
• Speed of Answer
• Accuracy
• Message History Preservation
• Report Generation: Traffic, Productivity, Category
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Benefit: Speed of Answer
Research has shown that companies with highest customer satisfaction scores respond to emails within 3 hours.
*********************************************
Extinguisher: “Users are able to respond to approximately 90 percent of incoming messages in one-minute or less…”
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RRC Email Traffic 2005
0
200
400
600
800
1000
1200
1400
1600
1800
January February March April May June July August September October November
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Problem:
Any customer who goes to your web site and doesn't get a good answer is dissatisfied. Just the fact that they went on-line looking for an answer made them believe it was available.
Marc McCluskey, an analyst with AMR Research
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Compounded Problem:
Cross-channel transactions are emotional by nature — customers who choose to escalate from the Web to an agent are already frustrated, anxious, or in need of reassurance. Sloppy channel transition makes matters even worse.
Forester Research, Inc. , 2005
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Solution:
• Web-based chat software• Monthly per seat subscription fee
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Features
• Site Monitoring
• Co-browsing capability
• Offline Email functionality
• Surveys
• ACD Functionality
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Benefits
• Speed of answer
• Lower operating costs
• Security
• Accuracy
• Report Generation: traffic, service levels, content
• Transcript history preservation
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Benefit: Lower Operating Costs
Average Cost per Interaction by Channel
$1.20
$2.40
$6.80
Chat
Phone
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Demonstration
www.suny.edu/student
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Survey Question:
the representative was really nice! but I hope I get an email back very soon!!!!
perfect!! Great~!!
Its an excellent format!
Asksuny representative was really AWESOME! she gave me many information! Thanks! =) Not sure. So far,
it's been the easiest site I've come across!
can't find any, very user friendly
What area of our website could use the most improvement?
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RRC Chat Traffic 2005
0
100
200
300
400
500
600
700
800
900
1000
January February March April May June July August September October November December
2005
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Cautions
• Staffing issues
• Budget issues
• Service Level issues
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Contact Volumes: Phone Channel
0
2000
4000
6000
8000
10000
12000
14000
January February March April May June July August September October November December
2001
2002
2003
2004
2005
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Contact Volumes: Electronic Channels
0
500
1000
1500
2000
2500
3000
3500
4000
4500
5000
January February March April May June July August September October November December
2005
2004
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Contact Volume Trends
Phone vs. Electronic
0
500
1000
1500
2000
2500
3000
3500
4000
4500
5000
Sep-04 Sep-05
0
500
1000
1500
2000
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3000
3500
4000
4500
5000
Internet
Phone
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Contact Volume Trends
Phone vs. Electronic
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1000
2000
3000
4000
5000
6000
7000
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9000
10000
Nov-03 Nov-04 Nov-05
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9000
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Electronic
Phone