Customer Service Report
2010 - 2011 statistics
Message from the
Chief Commercial
Officer
The greatest quality of any company is to earn the trust of its valued
customers. With a system of corporate governance that relies on friendliness,
honesty and confidence, a strong vision of transparency has long been at the
core of du’s brand ethos.
In line with this approach, we have instituted the
“Customer Service Report”
-
a benchmark analysis which comprises our Grade of Service (GoS) extended
across various customers service touch points in the UAE -including
Contact
Centres
,
,
Directory Services
and
Social Media
.
The report is based on statistics pertaining to the period from 2010 to end of
2011, featuring data that is factual and unbiased in its disclosure of customer
service levels and performance.
We’re particularly proud of our newly opened customer care centre in Fujairah,
which is managed and staffed entirely by UAE nationals to provide local voices
for our local customer base. We strive to provide personalised attention with
our Contact Centres in the UAE, India, Egypt and Jordan. The multi-language
centres reflect the diversity of cultures in the UAE and with such personalised
service at hand, we truly hope to embody the essence of customer
satisfaction.
Going forward and with the quarterly release of a
“Customer Service Report”
,
we are introducing an entirely new way of customer-business relationship – for
a more transparent and sustainable approach.
After all, we believe that it only takes one idea to spark real change.
Traffic report
Q4 2011
3,638,800
85,049
615,196
5,163
153,201
3,370,455
85,049
586,025
5,163
153,201
Contact Centre
Directory Inquiries
Social media
Trouble Tickets
Received
Handled
Customer satisfaction
90%
(Internal Scores)
Contact Centre Traffic
Q4 2011
3,191,017
149,096
227,087
71,600
2,947,875
142,104
214,422
66,054
Consumer - mobile
Consumer - fixed
Enterprise - mobile
Enterprise - fixed
Received
Answered
Percentage of first call resolution is 72% For consumer mobile & consumer fixed
Contact Centre traffic
Contact Centre Traffic
Y 2010
Y 2011
2011 Q4
Received 11,133,781 13,402,271 3,638,800 Answered* 8,260,204 11,972,408 3,370,455 Grade of Service
(SLA) % in 20 Sec 61% 80% 85%
Average Waiting Time (AWT) 50 (Sec) 20 (Sec) 13 (Sec) Average Handling Times (AHT) 260 (Sec) 251 (Sec) 241 (Sec)
First Call Resolution (FCR) 72%
Customer Satisfaction **66% 81% 90% Mystery Caller C-SAT ***66% 78% 86%
Statistics combine consumer and enterprise
* Abandoned rate for Q4 of 2011 was 5.58%, 2010: 21.25%, 2011: 8.59%
** Starting July 2011 C-SAT calculation methodology was changed to align with AC Nielsen standard, due to which there is deviation in scores.
*** activity started in Q3 2010 Although customer base increased, we managed to provide better experience by reducing customer wait time to reach our contact center and were able to answer 85% of calls in 20 seconds.
Customers’ preferred language for Contact Centre: •Arabic 18% •English 29% •Hindi 21% •Bengali 20% •Malayalam 12%
Grade of Service
84%
92%
87%
87%
79%
92%
82%
80%
64%
44%
58%
51%
Consumer - mobile
Consumer - fixed
Enterprise - mobile
Enterprise - fixed
Y 2010
Y 2011
Q4 2011
13
6
8
15
21
9
13
27
37
165
32
85
Consumer - mobile
Consumer - fixed
Enterprise - mobile
Enterprise - fixed
Y 2010
Y 2011
Q4 2011
Average Waiting Time (AWT)
228
440
295
212
234
465
293
253
237
452
261
298
Consumer - mobile
Consumer - fixed
Enterprise - mobile
Enterprise - fixed
Y 2010
Y 2011
Q4 2011
Average Handling Time
25,640
59,409
71,060
170,512
126,326
130,555
Consumer
Enterprise
Y 2010
Y 2011
Q4 2011
Email volume
SLA We respond to all emails within 24 hours We answered over 256K emails in 2010 and 241K in 2011 & 85K in Q4 of 2011Directory Service
Y 2010
Y 2011
2011 Q4
Received * 1,983,951 2,313,425 615,196
Answered 1,937,826 2,187,225 586,025
Grade of Service
(SLA) % within 15 Sec 94% 87% 88%
Average Waiting Time (AWT) 6 (Sec) 9 (Sec) 8 (Sec) Average Handling Time (AHT) 40 (Sec) 40 (Sec) 39 (Sec)
Directory service
* Abandoned rate for Q4 of 2011 was 3.21%, 2010: 1.51%, 2011: 3.71%
Customers’ preferred language for Directory Inquiries:
•Arabic 68% •English 29% •Hindi 3%
Social media
Social media - 2011
Social Media - 2011
twitter and facebook
12
0%
20%
40%
60%
80%
Landline
Selfcare
TV
Home Services
Broadband
Billing
Other
Mobile
Types of resolved cases
0%
20%
40%
60%
80%
3+ days
1 to 3 days
8 to 24 hrs
2 to 8 hrs
0 to 2 hrs
17,820
16,892
76,260
65,137
Consumer
Enterprise
Y 2011
Q4 2011
Fulfilment
2011
2 day SLA: Q4: 89% (2011: 92%) 7 day SLA: Q4: 96% (2011: 98%) 2 day SLA Q4: 99% (2011: 98%) 7 day SLA: Q4:100% (2011:100%)77,903
21,652
28,949
10,943
119,162
34,039
Consumer
Enterprise
Total
Billing tickets
Non-billing tickets
Type of Trouble Tickets
Q4 2011
2 day SLA Q4: 78% (2010: 58%, 2011: 69%) 7 day SLA: Q4: 95% (2010: 79%, 2011: 90%) 7 day SLA : Q4: 73% (2010: 31% , 2011: 47%) 30 day SLA: Q4: 97% (2010: 77%, 2011:81%) 7 day SLA : Q4: 92% (2010: 48%, 2011: 61% ) 30 day SLA: Q4: 100% (2010: 73%, 2011: 88%) 2 day SLA : Q4: 69% (2010: 28%, 2011: 52%) 7 day SLA : Q4: 95% (2010: 66%, 2011: 88%)Glossary of terms
Calls Received
Calls made to the Contact Center in which customers opted to talk to an agent.
Calls Answered
Calls answered by agents.
Grade of Service (GoS)
Measurement expressing the percentage of calls that are responded to in a specified threshold. Call Handling Time (sec)
The average amount of time agent spent processing a customer call. This includes time spent communicating with customer, putting customer on hold (Hold Time), and wrap up time after the customer has ended the call.
Average Wait Time (AWT)
Glossary of terms
Call Abandon
Calls received by the Contact Centre system and put in a queue but are disconnected by the caller before being answered .
First Call Resolution (FCR)
The percentage of calls successfully processed during the first call made by the customer and not resulting in a repeat call on the same issue.
Customer Satisfaction
Satisfaction survey of the customers who called the Contact Center for queries or complaints.
Mystery Caller
Calls made to the Contact Center by Mystery Callers from third party quality monitoring agents to evaluate the quality of service without disclosing their identity.
Trouble Tickets (TTs) Total Trouble Tickets
Total customers complaints created during a specific time span.
Glossary of terms
Billing Tickets
Trouble Tickets related to Billing issues.
Non-Billing Tickets
Trouble Tickets related to Non-Billing issues.
Billing SLA (Service Level Agreement)
7 days SLA: % of Billing TTs resolved within 7 days 30 days SLA: % of Billing TTs resolved within 30 days.
Non-Billing SLA (Service Level Agreement)
2 days SLA: % of Non-Billing TTs resolved within 2 days. 7 days SLA: % of Non-Billing TTs resolved within 7 days.
Fulfillment
Total Fulfillment Orders
Total Work Orders created in a time span.
SLA (Service Level Agreement)
2 days SLA: % of work orders fulfilled within 2 days. 7 days SLA: % of work orders fulfilled within 7 days
