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WELCOME

WELCOME. Consumer Advisory Committee & Intergovernmental Advisory Committee June 15 th , 2012 FCC Presenters : Deborah Broderson, Consumer & Governmental Affairs Bureau (CGB) Legal Advisor Sharon Bowers, Chief Consumer Inquiries and Complaints Division (CICD).

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WELCOME

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  1. WELCOME Consumer Advisory Committee & Intergovernmental Advisory Committee June 15th, 2012 FCC Presenters: • Deborah Broderson, Consumer & Governmental Affairs Bureau (CGB) Legal Advisor • Sharon Bowers, Chief Consumer Inquiries and Complaints Division (CICD)

  2. Background on Complaint/Inquiry Process • Consumers submit complaints/inquiries via website, email, phone, mail, and fax • CGB tracks complaints/inquiries and produces quarterly reports analyzing trends by topic • Complaint/inquiry information used by other parts of FCC to inform proceedings

  3. Top Subject Areas of Complaints/Inquiries • 1st Q 2012 (Jan.-March 2012) • Inquiries • 17,813 inquiries in top 4 categories • Up 29% from 4th Q 2011 • Complaints • 89,210 complaints in top 5 categories • Up 32% from 4th Q 2011

  4. Top Categories 1st Q 2012 • Inquiries • Cable/satellite: billing and rates • Broadcasting: programming • Wireless: license information • Wireline: TCPA • Complaints • Bundled/VoIP services: service • Cable/satellite: programming • Broadcasting: programming • Wireless: TCPA • Wireline: TCPA/Do-Not-Call list

  5. Complaint/Inquiry Process Review • Overall objectives: • Improve consumer web interface • Ensure consistency in complaint/inquiry intake and review process • Improve accuracy, utility of complaint/inquiry data • Enhance data analysis to better inform regulatory activities

  6. Current Challenges • Consumer interface is too complicated • Terminology by which we categorize complaints/inquiries too technical • Terminology may be obsolete/duplicative

  7. Internal Solutions • Coordinating with Bureaus/Offices to review category codes • Redrafting codes to ensure maximum accuracy, clarity and utility • Ensure CAMS have latest consumer guides by coordinating with rest of FCC • Creating specialist teams of CAMS • Increasing analysis of complaint data

  8. How the CAC can help • Troubleshoot Complaint Codes • Review complaint codes and suggest key words that consumers might use to describe the problem; • We can use these key words to improve the ability of our call center to recognize these complaints • Ease of filing complaint/inquiry • Testing of our online complaint intake system (http://www.fcc.gov/complaints) to see how easily each category of complaint can be filed • Easily-followed path to allow filing of complaint? • Final form clear, or are questions confusing to a consumer? • Does form allow for the submission of all relevant information? Other information a consumer might want to provide?

  9. How the CAC can help (cont’d) • Interactive Voice Response System (IVR) • IVR has not been tested by consumers to ensure its responsiveness to their needs • Using the complaint categories and scenarios provided, navigate the IVR (1-888-CALL-FCC) in English and Spanish. • Can consumer easily reach a live operator (during working hours)? • Are the selections clear? • Is plain language used (no industry terms)? • Quality and uniformity of the voice recordings clear and professional? • Would the IVR be more useful if it allowed consumers to interact via their phone pad?

  10. How the IAC can help • Consult with FCC on jurisdictional issues • Ensure clear path for referrals to and from state/local entities and FCC • Recommendations for best practices for intake, processing, and analysis

  11. Questions?

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