Does your call center experience peaks in volume just after your statements/invoices are mailed? Are you looking for ways to better serve your customers while managing resources and staffing in your call center?
We recently completed an extensive overhaul for a client’s utility statements. We introduced highlight color, graphs and icons to simplify the layout and make navigation of the statement user friendly. The page count for an average statement was reduced from 6 pages down to 4 pages which provided another level of cost savings to the client.
During initial meetings with the client stakeholders, it was determined that nearly 20% of their call center volume stemmed from customers confused about their statement. They were increasing staff and/or allowing for staff overtime for the period following mailing of statements to handle the increase in call volume and associated time spent with each caller.
Streamlining the statement and highlighting pertinent information including amount due, brought benefits such as:
- Increased customer service satisfaction
- Reduced call center volume
- Reduced staff overtime
- Decreased printing costs
- Decreased time to pay
How could a little color benefit your operations?