DEAD AIR ANALYSIS

COMED

Making your customer experience EvenBetter

Dead Air- Project Overview

Project Background
Calls at ComEd have been observed with
lots of Dead air or silence consistently since
the launch of new QA form in Jan 2013.
(72% in the month of October14)

Strategy & Execution

Targeted call listening to cover a sample

distributed across CSR and C1 as per
availability
Sample: ComEd 478Calls
Call Date Range: 12/01 12/05

Project Intent
HQ to assess under what situations dead air
occurs through which an extensive analysis
on calls with dead air will be measured.

HyperQuality 2014

Call Types: All

Selection Criterion: Random Calls (As per
evaluations)
Focus:

When was maximum dead air observed

Number/Instances of dead air on calls

Was dead air observed when customer

asked questions?

Dead Air- Break Up

At what stage dead air was observed?

9%2%

FT

Temp

Middle

End

1%

2%

1%

Beginning

Opportunities

End
Payment Processing/
Notation

Total dead air 2312 Seconds

Pull up Account (45%)

Review Account (26%)
Notation (24%)
Idle (1%)

Middle
Middle

Beginnin
Beginnin
gg

Middle
Check service
order/WFM/Bill
order/WFM/Bill info/
info/
contact history

((in
in some
some cases,
cases, agents
agents didnt
didnt follow
follow ideal
ideal call
call flow)
flow)

Total dead air 671 Seconds

HyperQuality 2014

1%

Beginning

Pull up Acct &

Review
Review Acct
Acct

Ideal Call Flow

Call ID: UPARE03122014081609

End

3%

PT

56%

Pull Up Acct (example)

Middle

8%

Agent
Agent
Contribution
Contribution

Instances
(Next Slide)

1%

Beginning

Dead
Dead
Air

10%

8%

4%

Check Acct details/Bill

details/address (29%)
Notation (23%)
Update Customer Details (14%)
Pull up acct, email, BM (13%)
While Processing (9%)
Check eligibility/ sitting idle
and Login/ tools not ready (5%

Total dead air 447 Seconds

End
End

No
Issues

Payment Processing
(44%)
Check bal/date of
connection, notation, check
website, duplicate bill (13%
each)
Review the account (6%)

Dead Air Instances

1 Instance

2 Instance

3 Instance

4 Instance

88%

1% 11%

Call ID -

HyperQuality 2014

ruddjl01122014140820

3% call volume lands under

Verify Payment when CSR had
put the customer on hold only
once

While in most cases, there was

just 1 instance of dead air on
the call, primarily observed
from the supervisorsDavenport Ericka @ 3% and Joel
Vidican @2%

1% call volume lands under

General Inquiry when CSR had
put the customer on hold twice
4

Dead Air- As per call types

Break up- As per Call Types (Sample 478 Calls)
92%
95%
Credit DPA 97%
Billing Inquiry 97%
Open Balance 98%
Connect - Existing Customer 99%
Disconnect 99%
Connect - NEW CUSTOMER 99%
Collection Arrangements 99%
Liheap 99%
Maintain Issuance 99%
High Bill 99%
Budget Billing 99%
Disconnect/Connect 99%
Deposit 99%
Electric Trouble 99%
Customer Choice 100%
Enter Meter Reading 100%
Service Order Issuance 100%
Medical Letters 100%
Verify Payment

General Inquiry

Dead Air Volume

No Dead Air

HyperQuality 2014

8%
5% Out of 28%
3% ~ On 10%
3% calls, dead
is driven
2% air
by customer
1% questions
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
0.21% Observed Dead air due
to flaw in the
0.21%
technology
and
0.21%
process
which
will
be
0.00%
discussed in the
recommendation slide

Customer Questions causing Dead Air- As per Call Types

2%

2% 1.4% 1%

1%

1%

1%

1%

1%

Questions Asked
VERIFY PAYMENT

BILLING INQUIRY

DEPOSIT

Confirmation of payment
on email

Customer inquired
about late payment
charges

Wanted to check if
address was correct

Payment posted on the

account made via
Mycheckfree

Customer inquired
about last payment
made on the account

Inquired about deposit

amount status

Customer asked about

billing period

Has payment been

posted?

Agent Responses - where customer questions drove Dead Air

Major drivers for dead air

Billing Inquiry

i.Late Payment Charges

ii.Billing Period

.Verify Payment

i.Confirmation of Payment on email

ii.Payment Posted

.Deposit

i.Address Incorrect
ii.Deposit amount status

HyperQuality 2014

Reason for delay in agent Response

To Check Previous History

To Open Monthly Bill

Pull up outlook to send the confirmation

email
Search Payment History

Took 45 seconds to investigate correct

address
To Open Bill History

Agent Proactiveness to inform prolong silence/dead air

Yes
Not Professionally

No
Agent/s did not inform about silence/dead air

21%
22%
57%

In more than half of these calls, agents arent notifying the

customer about the silence (dead air) in a professional way.
Following words were used:
One moment @61%
Call ID: carrnr03122014103558
One moment please @24%
Call ID: gilejs03122014140149
Just/wait a moment @11%
Call ID: REDNM01122014152543
Call ID: CTNJ003122014100633
One Second/ Hold on @4%
Above reasons
***
HyperQuality
2014 carry an impact to the QA scores as per guidelines

Only 2% times agent/s used the mute

button. Customers sounded confused
when no notification was given for
silence or dead air. For Eg: Hello
Hello, are you there etc.

Call ID -

CTNG901122014105506

Recommendations
REASON
Pull Up Account
(18% overall dead
air contribution)

Contact History
(20% overall dead
air contribution)

ISSUE

Type Address manually to search Account

number (Currently second option)

Search Account number through telephone

number (Make it second option)
nss
io
on
dd
diitti re
A
d
Ad
ed
i
r
u
i
qu
R
eq
Re

Disposition list in CIMS is not demonstrative

enough

Templates
(50% +Call Types do
not have the
template)

For More than 50% Call Types ComEd does

not have the designed template

Update Customer
Details
(9% overall dead air
contribution)

CSR has to update the details in two

windows

HyperQuality 2014

SUGGESTION

Make some additions in the disposition list in

CIMS

CSRs

Design the template for remaining call type.,

Need training to improvise on the typing speed

Change it to single window for all the updates

Recommendations
REASON

Processing
(6% overall dead air
contribution)

Call Flow

Account Details
Window
(Potential to
reduce 27% overall
dead air)

HyperQuality 2014

ISSUE

SUGGESTION

CSRs process payment in two windows

Change it to single window for all the

processing

Finish notation while being on call

Increase wrap time to finish notation to

complete pending notation

Under Account details Window Programs,

Work Flow Manager and enter meter
Reading options are hardly used due to
less call volume

e
acce
plla
ep
Re
R

Replace with Credit DPA, Billing Inquiry

and Disconnect as shortcuts because there
call volume is comparatively higher

Cost Benefit Impact (Whats in it for ComEd)

Forecasted 100% Forecasted 50%

Forecasted 25%

Dead Air observed

28.24% Calls

28.24% Calls

28.24% Calls

Avg Dead Air on 28% Calls

25.4

25.4

25.4

Total Sample Size

478

478

478

Average Dead Air on the total sample size

7.17 Seconds

7.17 Seconds

7.17 Seconds

Potential To save Dead Air per call

3.80 Seconds

1.90 Seconds

0.95 Seconds

Potential To save Dead Air in a month (if 100K Calls)

6346.78 Minutes

3173.23 Minutes

1586.61 Minutes

AHT

5 Minutes

5 Minutes

5 Minutes

Total Calls saved in a month

1269.29 Calls

634.64 Calls

317.32 Calls

Rate Per Call (As per industry standards)

$6

$6

$6

Total Saving in a month

$7,418

$3,808

$1,904

Total Saving in a Year

$89,012.88

$45,694.08

$22,847.04

HyperQuality 2014

10

Thank You!

HyperQuality 2014

11

Appendix

HyperQuality 2014

12

Recommendation Screenshot for account Details Window

Account Details Window (Potential to reduce 27% overall dead air)
Issue
Issue CSRs
CSRs have
have to
to navigate
navigate a
a lot
lot to
to see
see the
the details
details through
through account
account details
details window
window which
which lead
lead to
to dead
dead air.
air. Benefit
Benefit of
of this
this window
window is
is that
that
there are few shortcuts to reach the desired options directly. Currently there are few options in account details window which are hardly
used
used due
due to
to less
less call
call volume.
volume. For
For eg:
eg: Programs,
Programs, Work
Work Flow
Flow Manager
Manager and
and enter
enter meter
meter reading.
reading. Below
Below is
is the
the screenshot
screenshot for
for the
the same:
same:

Suggested Action
Instead of putting Programs, Work Flow Manager
and enter meter reading as shortcuts, HQ
recommends to put Credit DPA, Billing Inquiry
and Disconnect as shortcuts because there call
volume is comparatively higher than the
mentioned above options.

HyperQuality 2014

13