Call Time Business Research Email - Christina Licourt

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School

University of Phoenix *

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565

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Business

Date

Apr 3, 2024

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Uploaded by clicourt25

Summative Assessment: Call Time Business Research Email Christina Licourt University of Phoenix DAT/565 Leda Villalobos March 18, 2024

Summative Assessment: Call Time Business Research Email From: Christina Licourt, Customer Service Call Center Manager To: Mrs. Jane Doe, Regional Director Subject Line: Protocol Assessment Result Findings Good afternoon Mrs. Doe, I wanted to follow up and provide you with details about the new protocol's (PE) testing, which was conducted recently in relation to the existing protocol (PT). Even though it's still very early, I've been able to assess a few important points of view. It is safe to say that improvements with regard to wait times, time in que, (TIQ) and service times (ST) have been noted. After carefully examining the call time data that the user experience team (UX) provided, I was able to put together a list of suggestions that would take into account what I learned. The analysis of the primary perspectives and data from these concurrently operating protocols revealed that, while the TiQ of the PE protocol is lower than that of the PT protocol, it is still greater than the industry standard of 2.5 minutes (150 seconds). According to the data, the PE protocol requires 3.2 minutes of service time (ST), which is less than the 192 seconds required by the PT protocol. The average service time (ST) during the last 30 days was 3.5 minutes (210 seconds). It is possible to revise the judgment that the PE protocol technique has significantly improved service time (ST). PE protocol has predicted that call center metrics are honorable and progressing well, improving the customers' experience overall. It is vital that the protocols continue to be constantly monitored, thus my advice is to keep a close eye on the PE and PT procedures in the upcoming weeks. As I have said, there needs to be enough testing and experimenting with the new protocol because the main points of view and

data indicate that the PR methodology is significantly affecting service time (ST). It is concluded that there won't be a decrease in TiQ and ST if the PT methodology remains unchanged. When looking at the growth that PE is showing, the data shows an increasing trend. The TiQ and ST will extend if there is an abrupt 20% spike in calls at the call center. The consumer can suffer fewer holds and pointless transfers by the CSR by having fewer calls directed to the incorrect CSRs when the PE protocol is used for appropriate call routing. When I dug deeper into my observations and information, I found that a few issues centered on call routing, which seemed to be the main cause of lengthy wait times. A closer examination of the call routing data will be necessary. It is suggested that the PE and the PT continue to work and operate concurrently apart from one another to verify that the TiQ and the ST continue progressing appropriately for an additional half-month in order to assess the effectiveness of the call center operations. Over this period, consumer surveys will be assessed in order to monitor customer satisfaction and account retention. A staff member has been designated the task of monitoring the transfer data to determine whether call routing is damaged or whether the customer is responsible for selecting the incorrect queue. I am grateful for the chance to collaborate closely on this project and for your understanding and assistance. When the two weeks are up, I'm excited to talk more about what I discovered. Please do not hesitate to contact us if you have any queries or issues. Best Regards, Christina Licourt Customer Service Call Center Manager

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