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GH - Neopost PPF Conference Presentation 2014

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by

Garth Harriman

on 26 November 2014

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Transcript of GH - Neopost PPF Conference Presentation 2014

40% neoFunds calls =
Confused
48% = statement
"I don't know..."
"I'm not sure..."
"What does it mean?"
"I don't understand"
"I don't know why..."
"I'm confused"
"It's confusing"
"I don't understand why..."
"Confusion"
"Doesn't make sense"
"What it means?"
"Unsure"
"Complicated"
Credifon
Quality & Training
Speech
Analytics

First Stop:
Category Build
We looked around, talked with our staff and decided to focus on...
neoFunds
What next?
More info!
Improve Statements
On common queries like:
Easier to read at a glance
Help Agents to explain with familiar layout
Then came...
Credifon
Busiest Departments
Most common Unnecessary calls
Most common Call Drivers
neoFunds
Statements, Interest Charges & Minimum Payments
Common
Terms
neoFunds
Solutions:
Solutions
Credifon
Results
Results
Confused = 28%
Statement = 47%
MDO
Complaints
Transfers
MyNeopost
Tech Helpdesk
Long Durations
Full transcript