Analytics Case Study
Situation
The Chief Operating Officer of a wireless phone company, TelCo Inc., has noticed that the company’s customer satisfaction scores have been dropping. Additionally, the call volume in their customer service center has been increasing, which is driving increased operating costs.
They have asked you to analyze their current operations to see if there is anything driving these issues. The following sections contain the information you will need to complete their request.
Data
Attached is a workbook with four pieces of data:
Customer Satisfaction Results: After each contact with TelCo, customers are asked to take a customer satisfaction survey. The information on this tab corresponds to the survey questions below:
Considering everything from the time you placed your call until this call was completed, how would you rate your overall contact experience? Please use a scale of 1 to 5, where 5 is excellent and 1 is poor, and you may use any number between 1 and 5.
Now that we’ve gotten your feedback about your overall experience, we’d like you to think now JUST about the service provided by the person who assisted you. Thinking about the LAST person who handled your call, how would you rate that service professional on the following aspects, using the same scale of 1 to 5, where 5 is excellent and 1 is poor.
The overall quality of the service provided by that particular service professional
Ability to resolve your issue
Being courteous
Being knowledgeable about products and services
NPS question scale 0-10 How likely are you to recommend Telco inc to a friend ?
0-6 detractors
7&8 Passives
9&10 Promoters
Verbatim Comments – Customers opinion of the service they received
Account Interactions: Provides information on the interactions that take place in the customer service centers.
Agent Information: Provides information on the customer service agents who handled the account interactions.
Definitions: Defines the terms used in the above data sheets
Use this data to analyze the situation and answer the questions in the results section below.
Results
After conducting your analysis, please complete a presentation to cover at least the following:
What are some potential drivers of the decreased customer satisfaction and increased call volume?
What data supports these findings and how did you come to these conclusions?
What are some potential recommendations to improve these issues?
What are the benefits of implementing your recommendations?
are there any potential service level impacts?
What is the overall NPS score ?
How could the overall TCO be reduced?
Build a Hypothetical Action Plan to improve Performance
Also include a slide on what you think the challenges the Telco industry are facing and how these could impact the overall CX
