First Contact Resolution/ Customer Experience

1. 2014 Customer Service Benchmarking Data Review Conference First Contact Resolution/ Customer Experience May 13-16, 2014 Nashville, TN

2. Agenda • Guidelines Review – what’s relevant for FCR • Key Measures • Anomalies, Issues, Outliers and Corrections • Next Steps

3. Customer Service Benchmark Study Organization • Field Service • Change of Account • Billing Field Orders (meter investigations) • Credit Field Orders • Order Management • Revenue Management • Credit Office and Outbound calls • Credit Field and Inbound Contact Policies • Revenue Protection: Office and Field • Customer Contact • Contact Center • Local Office • Self Service • Contractors • Credit Inbound calls • Back Office • Billing • Billing Field Policies • Payment Processing • Meter Reading • Manual • Mobile AMR • Fixed Network AMI CS Support and CS IT • Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes Employees: Safety, Staffing Customer: Customer Satisfaction, First Contact Resolution, Customer Experience • Areas excluded: • Energy Audit/Energy Efficiency Group • Meter Change-out • Account Executives

4. Guidelines Review First Contact Resolution

5. Definition for FCR, As Presented by 1QC Based on Research and Practices Reviewed • “First-Contact Resolution (FCR) is the percentage of initial contacts that do not require any further contact to address thecustomerreason for calling/contacting. The customer does not need to contact the company again to seek resolution, nor doesanyone within the organization need to follow-up. Ideally, first-contact resolution should be defined from the customer perspective.” (composite from multiple research sources) 5

6. Subject Areas in the FCR Section • The FCR section is relatively brief, although asking about a very important area of Customer Service. Key questions cover the following: • FCR Self Assessment • FCR Value (actual % value calculated by your company) • FCR Definition, Frequency and Channels Measured • FCR Scope, Measurement and Functions Participating • Customer Experience Understanding FCR helps 1QC in its analysis of contact volume, quality and the related cost to serve your customers

7. First Contact Resolution 2nd Draft Scan(Section FR) • 7 companies are yet to enter any data • Companies with more thorough responses are 21, 27, 29, 32 and 33 • Some companies show that they have programs, but do not provide definition, what is measured, or scope--please review and provide

8. Please Provide your FCR Score

9. Status • Minutes from this meeting will be available by May 23. • Next Deadline is June 2. This draft will be your last chance to see how your data compares before the final report, so you need to have all of your data input and correct at this time. The final deadline is for ensuring all of your data is correct. • Your data coach will help you finalize your data. Based upon “completion reports” run on May 9.

10. Further Breakout… First Contact Resolution Based upon “completion reports” run on May 7.

11. Thank you for your Input and Participation! Your Presenters Ken BuckstaffKen.Buckstaff@1QConsulting.com310-922-0783 Gene DimitrovGene.Dimitrov@1QConsulting.com 301-535-0590 Rob EarleRob.Earle@1QConsulting.com315-944-7610 Debi McLain Debi.McLain@1QConsulting.com760-272-7277 About 1QC First Quartile Consulting is a utility-focused consultancy providing a full range of consulting services including continuous process improvement, change management, benchmarking and more. You can count on a proven process that assesses and optimizes your resources, processes, leadership management and technology to align your business needs with your customer’s needs. Visit us at www.1stquartileconsulting.com | Follow our updates on LinkedIn Satellite Offices Corporate Offices California 400 Continental Blvd. Suite 600El Segundo, CA 90245(310) 426-2790 Maryland 3 Bethesda Metro Center Suite 700Bethesda, MD 20814 New York | Texas | Wyoming | Wisconsin