Keeping Customer Satisfaction High

Creating a better environment for both employee and customer

Why should we lower call times?

Call times are a monumental part of our company. Customer satisfaction is directly impacted by wait time

and a longer wait time increases stress on employees. In order to further progress in these fields we will actively need to find ways to reduce a user’s call waiting time.

ThreatTrack Security is a network security company dedicated to keeping malware out of

your computers.

My name is Cody Parker, and I am a current employee at ThreatTrack Security looking into what we can do to optimize work flow.

Lowering Call Times Increases Satisfaction

With a lower call holding and handling time, customers will be able to get their problems resolved in less time, alleviating stress and

dissatisfaction.

How is it now?

Currently we are sitting at an average of a 12.25 average

minute wait. We are projecting to get this to 5 minutes or under.

Call handling time is right at 14 minutes per call.

What Will Make This Happen?

We will need a few things to happen in order for us to be successful:

• Hire on an additional 5 people into the department

• Better utilize the knowledge database

• Have a tiered automated menu for calls

Other Possibilities

Support during weekdays only• Reduce number of days needed to

five

• Less cost on payroll budgeting

• Easier to operate with smaller staff

Reduce hours to 9 A.M. to 6 P.M.• Reduce total open time by minimum

twenty-one hours weekly

• Only one shift to cover, not two

• Full staff on most days

What Has The Most Benefit?

The best option that we have is to hire on an additional 5 people while moving our schedule to

Monday through Friday and optimizing our knowledge base.

Benefits and Risks of This Decision

Benefits• Higher customer satisfaction

• Less stress for team and callers

• Easier to schedule

• More manageable call load

Risks• Unhappy consumers on weekends

• Higher payroll weekly

• Decrease in short-term productivity while training

Who does this effect?Key stakeholders include employees, management, and customers. Those involved will be all but the customers,

allowing all changes to be internal. The impact, however, will hit everyone, resulting in a much easier, more manageable work environment. Less stress on employees means they’re

more pleasant. Less waiting means the customer isn’t as angry. It’s a Win-Win all around.

Changes Need To Be Made

Something needs to be done. As it stands, customer satisfaction is

down due to manageable changes that can be

implemented. With this proposal we will see a higher customer

satisfaction and easier manageability in the department.

This is a clear choice.

References

Montgomery, Tim. "How to Make Others Want to Move Forward." Experts on Customer Service in Contact Centers. N.p., n.d. Web. 10 Apr. 2014.

Kumar, Narendra. "India Travel Blog." India Travel Blog. N.p., 9 Sept. 2013. Web. 10 Apr. 2014.

"About Us." Gamechangers. N.p., n.d. Web. 10 Apr. 2014.

http://www.slideshare.net/Ghaji/keeping-customer-satisfaction-high-final