The following experiences were shared by Geri Lopker, a California-based human performance improvement (HPI) consultant.
Client: Large public utility company call center.
Problem: Increase in call volume, resulting in long call wait time and call abandonment.
Cause: Because of the struggling economy, inquiries regarding outstanding bills caused a significant increase in customer calls.
Method/tools: Lopker looked beyond the "basic barriers," such as recruitment, training, and retention. She analyzed all potential call abandonment factors, including the external customer. The organization polled customers, who reported that they wanted more convenient phone- and web-based pay systems.
Diagnosis: The organization updated its technology and revamped the payment methods and website to meet customers' needs. More customers began using these mediums. Call wait time and call abandonment were reduced.