Customer Self-Service Through Automation

1. Customer Self-Service Through Automation October 3, 2005

2. Is Self-Service Desirable? ATM Pay at the pump Airline Tickets Self-Checkout …..Only If It’s Easy

3. Determining What Customers Want • Developed Measurement System to Categorize Calls • MSA scores of 95% Repeatable and 89% Reproducible • Observed 946 calls over 2 days • First observation during normal work hours • Second observation during late afternoon and evening

4. Proven Theories • Maintenance – General Information • Plan/Feature Information • Customers call in immediately prior to adding service. • Customers inquire about our most popular features. • Past Due Balance/Minimum Payment • Customers receiving Past Due text message inquire to obtain information. • No automated means to determine Past Due Balance information • Subscribed Services/Subscription Balance • Customers call in to confirm recent changes. • Limited means to obtain subscription bill amount. • Payment • Payment errors contribute to call volume. • New Customers likely to call regarding payments. • Maintenance – Change • Add/Expire Features • Bucket Features, SMS & Data Services comprise vast majority of feature adds/expiration. • Voluntary Suspend/Un-suspend • 1. Limited methods by which to make change. • Abandoned Calls • Long Abandons • TTA has strong correlation to Long Abandon Rate. • Staffing Levels significant factor of TTA • Offers Per FTE > 135 results in TTA over 30 seconds. • Short Abandons • Short Abandons caused by customers entering incorrect mobile number upon entry into IVR.

5. Solution Summary • ADD/EXPIRE FEATURE • Now • Automate Top 5/6 via IVR • Post Dated Expirations • Future • Handset-Based MMA • Self-Service Kiosk • PAYMENT • Now • Provide detail error message • Increase error threshold • Future • Handset-Based MMA • Self-Service Kiosk • SUBSCRIBED SERVICES • Now • Text message confirmation of change • Provide information via IVR • Future • Handset-Based MMA • Self-Service Kiosk • SUSPEND/UNSUSPEND • Now • Automate via IVR • Possible discount of MRC • Add to MMA • Future • Handset-Based MMA • Self-Service Kiosk • PAST DUE BALANCE/MINIMUM PAYMENT DUE • Now • Include Past Due Amt w/Text Message • Provide Past Due Balance via IVR • Add Past Due Balance to MMA • Customized IVR Menu for Past Due Accounts • Future • Handset-Based MMA • Self-Service Kiosk • PLAN/FEATURE INFORMATION • Now • Include Info via IVR on Top 5 Features • IVR to refer customers to web for other details** • Future • Handset-Based MMA • Self-Service Kiosk • SUBSCRIPTION BALANCE • Now • Provide most recent sub bill amt via IVR • Include most recent sub bill amt via “MINUTES” text message

6. Results • 16% decrease in average daily calls offered • 37% decrease in average TTA • 14% decrease in average offers per CCR

7. Self-Service via the Handset • Account Information • Minutes • Balance • Plan Information • Bill Payment • Add/Delete Features • View Payment History • Edit Preferences

8. Self-Serve Kiosks • Payment Kiosk Pilot • 30 -50 payments per day • 200 – 300 on Payday • Rolling out 60 more machines • Account Management Kiosk • Minutes, Balance, Payment History, View Bill, Change Plan, Add/Delete Features…