Value Packs / Telecom / Customer Care Analytics / Wisdom
Which contact reasons are we resolving on the first call less often than we expect today, and how many contacts is that?
NBilling is a long way off what we expect of it
IN A NUTSHELL
Two contact reasons are resolving on the first call less often than we expect today. Billing is far the worse — 54.2% first-call resolution against an expected 78.5%, 24.3 points down, on 18,400 contacts. Network data speed is 9.5 points down on 6,200. Plan change, device and network dropped calls are each within a point of what we expect. Billing is also the largest queue of the five, by more than the other four together.
First-call resolution against what we expect, by contact reason, today
Each reason is read against its own expected level — plan change is expected to resolve first time 87.4% of the time and network data speed 67.9%, so the two are not comparable on the raw figure.
Plan change, device and network dropped calls are each within 1 point of their own expected levels. Billing is 24.3 points off, on a queue of 18,400, which is 52% of every contact taken today.
Ask a follow-up
How has first-call resolution on billing moved day by day against what we expect?
NIt broke yesterday and today is worse
IN A NUTSHELL
Billing sat between 77.4% and 83.8% every day from 1 May to 19 May, inside what we expect of it. Yesterday it fell to 62.8% and today it is 54.2% — two days below the range, and today is much the worse of the two. It dropped 15.1 points overnight against a largest ordinary overnight move of 5.6.
Billing contacts solved on the first call, by day, against the range expected
The range repeats on a seven-day cycle — it comes from the same weekday in the three weeks before, so a quiet Saturday is not read as a good day.
Yesterday it was 62.8% and today 54.2%, 8.6 points lower. Today alone, 8,400 of the 18,400 contacts were not solved when the subscriber first called, against about 2,400 on an ordinary Wednesday.
Wisdom noticed
Ask a follow-up
Is it more contacts arriving, or the same contacts coming back?
NFewer new questions, and a great many people calling again
IN A NUTSHELL
It is people calling back. Of 18,400 billing contacts today, 10,960 are repeat contacts about a bill the same account has already been in about — 60% of the day, against a usual 22%. First contacts are 7,440, fewer than the 9,280 a usual day brings. So the number of people with a new billing question has gone down, and the queue has still grown from 11,900 to 18,400.
Today’s 18,400 billing contacts, first contacts against repeat contacts
The three pieces sum to every billing contact taken today — a contact counts as a repeat when the same account has already been in about the same bill.
4,820 subscribers are on their third call or more about one bill. In a usual day that group is about 700. The rest of the queue behaves normally. Nothing else taken today looks anything like this.
Ask a follow-up
Put the care report together.
NThe report lists every contact taken over the last two days, with the reason, the channel it came in on, whether it was solved on that call and whether the same account had been in before about the same thing. One row per contact.
care_contacts_21_may.xlsx
One row per contact, grouped by reason and by whether it was a repeat. Five reasons, with the nineteen days before this started for comparison.
96 KB · 35,600 rows · 5 reasons · 21 days
Ask a follow-up