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Extending the Channels of Communication
Recruitment Response Center
Evolution of RRC Channels
Newest Channels
Problem:
“E-mails are like Hitchcock’s birds. They pursue you relentlessly, hover in flocks, and leave you running for cover.”
- Elizabeth Phillips, a teaching assistant and graduate student at University of Virginia, on what a nightmare (student) e-mail has become for professors and teaching assistants and how she dreads checking her e-mail, The Chronicle of Higher Education, May 31, 2002.
Solution:
• Web-based email response software• Annual subscription with unlimited licenses• Uses response library and keyword
methodology
Benefits:
• Speed of Answer
• Accuracy
• Message History Preservation
• Report Generation: Traffic, Productivity, Category
Benefit: Speed of Answer
Research has shown that companies with highest customer satisfaction scores respond to emails within 3 hours.
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Extinguisher: “Users are able to respond to approximately 90 percent of incoming messages in one-minute or less…”
RRC Email Traffic 2005
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Problem:
Any customer who goes to your web site and doesn't get a good answer is dissatisfied. Just the fact that they went on-line looking for an answer made them believe it was available.
Marc McCluskey, an analyst with AMR Research
Compounded Problem:
Cross-channel transactions are emotional by nature — customers who choose to escalate from the Web to an agent are already frustrated, anxious, or in need of reassurance. Sloppy channel transition makes matters even worse.
Forester Research, Inc. , 2005
Solution:
• Web-based chat software• Monthly per seat subscription fee
Features
• Site Monitoring
• Co-browsing capability
• Offline Email functionality
• Surveys
• ACD Functionality
Benefits
• Speed of answer
• Lower operating costs
• Security
• Accuracy
• Report Generation: traffic, service levels, content
• Transcript history preservation
Benefit: Lower Operating Costs
Average Cost per Interaction by Channel
$1.20
$2.40
$6.80
Chat
Phone
Demonstration
www.suny.edu/student
Survey Question:
the representative was really nice! but I hope I get an email back very soon!!!!
perfect!! Great~!!
Its an excellent format!
Asksuny representative was really AWESOME! she gave me many information! Thanks! =) Not sure. So far,
it's been the easiest site I've come across!
can't find any, very user friendly
What area of our website could use the most improvement?
RRC Chat Traffic 2005
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2005
Cautions
• Staffing issues
• Budget issues
• Service Level issues
Contact Volumes: Phone Channel
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Contact Volumes: Electronic Channels
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Contact Volume Trends
Phone vs. Electronic
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Phone
Contact Volume Trends
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