Driving Volume Out, CSAT Up

CHALLENGE IN THE CONTACT CENTER

CSAT scores: JP LOB had been struggling in hitting and improving their CSAT performance ever since the business launch. Traditional contact center QA was addressing Agent behaviors but not addressing actual root cause of the problem resulting in both employee and customer frustration.

BASED ON INITIAL DATA CAPTURE, AND FOLLOW UP DISCUSSIONS WITH BOTH AGENTS AND CUSTOMERS, OPSIFY CX INSIGHTS DEVELOPED THE FOLLOWING HYPOTHESIS:

Japanese customers are using a variety of IMEs (Input Method Editor). IME is an operating system component or program that allows any data, such as keyboard strokes or mouse movements to be received as input. In this way, users can enter characters and symbols not found on their input devices. Using an input method is obligatory for any language that has more graphemes than there are keys on the keyboard.
Shipping provider delivers items outside the shipping window stated in the fine print restrictions of the deal.

CONTRACTUAL PROCESS METRICS EMPLOYED:

TOP CONTACT

DRIVER BREAKDOWN

CSAT SCORE

IMPROVEMENT PROGRESSION

ROOT CAUSE

ANALYSIS

SPECIFIC ACTIONS BY OPSIFY CX INSIGHTS ANALYSTS

OBSERVATIONS FROM ANALYSIS:

Quality team worked with operations to identify the root cause of the top DSAT driver.

Operations and Quality Team were able to identify that the issue may be attributed to the keyboard used by the customer.

Drilling down further on the controllable hits, OPSIFY CX INSIGHTS identified the contact types shown below:

Uncovered that the Japanese keyboard comes in two IMES.
Japanese keyboard is either Zenkaku (fullwidth) or Hankaku (half-width).
Promo codes entered in Zenkaku will produce an error and/or discount will not apply, as the system will not be able to read the characters, as it is twice the size of an ordinary character.

For the Japanese keyboard, users can either choose Hankaku or Zenkaku as shown on the screenshot:

Preferred shipping provider is not meeting the committed delivery timeframe.
One shipping provider only delivers once a week, for redistribution it was twice a week.
Delivery could take as long as two weeks from product purchase to arrival depending on the shipping address.
There were situations that some delivery takes more than one month until the item arrives, even if redelivery occurs. Well outside contractual commitments.

CLIENT ACTIONS:

Client added additional premise on promotional code announcements advising customers to use the appropriate type of IME on their keyboards to avoid any errors.
Client changed shipping provider to a more efficient one that delivers daily.