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GH - Neopost PPF Conference Presentation 2014
Transcript of GH - Neopost PPF Conference Presentation 2014
48% = statement
"I don't know..."
"I'm not sure..."
"What does it mean?"
"I don't understand"
"I don't know why..."
"I don't understand why..."
"Doesn't make sense"
"What it means?"
Quality & Training
We looked around, talked with our staff and decided to focus on...
On common queries like:
Easier to read at a glance
Help Agents to explain with familiar layout
Most common Unnecessary calls
Most common Call Drivers
Statements, Interest Charges & Minimum Payments
Confused = 28%
Statement = 47%