- Recall your calls where the resolution was a TC (ETD, Follow up, SRO, etc), where a survey was sent to the caller, what is usually the VOC rating of the customer? (1 being the most common answer)*
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- When it comes to appointment related calls - Scheduling, Rescheduling, Follow up, ETD - do customers call back? (1 being the most common answer)*
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- What can we do to help improve FCR and/or VOC for appointment related calls?*
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- Do you still get calls where customers are calling back because the pre-call states that their appointment will be cancelled if they did not confirm?*
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- What is the usual reason why multiple ETDs have to be created for a customer?*
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- What is a representative most common miss / challenge when booking a TC or submitting an ETD? Ex: failure to set proper expectations, failure to set the customer preferred contact, etc*
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- With the expected “relaunch” of the Glympse tool, what changes do you think benefit the customer the most?*
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- With the expected “relaunch” of the Glympse tool, what changes do you feel are most beneficial to agents?*
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- For appointment related issues (scheduling, rescheduling, tech follow up, ETD) - have you noticed any tools defects? Ex: the technician tracker is not working or gives wrong info about the tech's eta*
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- Do you have any other feedback/suggestions/tools enhancements on how the appointment related calls can be made better for you?
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