| Educational Testing Service |
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| Educational Testing Service (ETS) is the largest educational
testing organization in the country and strives to deliver exceptional customer service as
well as exceptional value. ETS made a commitment to improve customer service while
simultaneously reducing the operating costs of their inbound customer service call center. The Challenge
ETS was faced with peak call volumes at different
times of the year, long training cycles and high turnover of Customer Service
Representatives (CSRs). |
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| These factors contributed to a situation where
there was an opportunity to improve efficiencies, reduce transaction costs, reduce call
abandonment rates and improve customer satisfaction. |
ETS Call Center |
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Fact Sheet |
- Windows overlay to a legacy system. Re-engineered with Flashpoint
- Allowed operators to move freely through the script
- Check-marks tracked visited screens to ensure thorough call handing.
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The Solution
The existing transaction flow in their Customer
Service Center was redesigned for two different transactions to affirm that an interface
solution could address these issues. The revised interfaces were to be used in actual
production as a pilot to validate the benefits and return on investment of the total
project. The solution was a "wizard-like" approach to the interface delivering
critical information to the CSR at the appropriate time. Also, information that was only
available from logging onto other systems or manually located in physical books was
integrated into the interface solution. |
The Result
n Training time for Customer
Service Representatives was cut 70%
n Call Duration was reduced by 10%
n All costs were recovered in less
than one year
n Obvious and documented increase
in customer satisfaction |
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