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Accomplishments and Action Plan

Accomplishments and Action Plan. Accomplishments 2011 Passport Routing support for market launches Promise to Pay development, testing, launch and updates (Ongoing) Appointment Application changes to better assist Dynamic Dispatch VDN Billing Reports created for NWFM (Jason Schumate)

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Accomplishments and Action Plan

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  1. Accomplishments and Action Plan Accomplishments 2011 • Passport Routing support for market launches • Promise to Pay development, testing, launch and updates (Ongoing) • Appointment Application changes to better assist Dynamic Dispatch • VDN Billing Reports created for NWFM (Jason Schumate) • Outage Volume Report created for Remedy Outage and call deflection efficiencies (Matt Mikiska) • CableCard self-install routing development • EAI Outage Impact Report creation (Jill Collins) • TiVo launch routing (Trouble Shooting development to begin (2012) • AutoPay development, testing, launch and updates (Ongoing) November 2011 - Accomplishments • AutoPay Logic Change – Allow one time payments for delinquent customers • Day Of Service Routing change - development • Non-Pay Order cancelation after Payment - development, testing and launch • QT Volume added to Outage Volume Report (Jim Dove) • Identified Routing issues in Trouble Shooting Application (work to finish in Q1 2012) • Daily Reporting for Telecom (Res&Biz), Outage Volume, VDN Billing reports

  2. Action Plan for 2012 • Step One • Re-tool current applications • Action Items • Video Trouble Shooting by end of Q2 • Improve Deflection by ~10% GOAL: 28% Deflection • HSD Trouble Shooting by end of Q2 • Improve Deflection by ~10% GOAL: 28% Deflection • Phone Trouble Shooting by end of Q2 • Improve Deflection by ~5% GOAL: 24.5% Deflection • IVR Impact • Drop in misrouted calls • Deflection increase ~3%

  3. Action Plan for 2012 (cont.) • Step One (cont.) • Billing Question to Payment Questions by end of Q1 • Improve Deflection by ~20% GOAL: 37% Deflection • IVR Impact • Specific answers about payments made and payment options • Deflection increase ~1% • Opportunities in Discovery • Refine Trouble Shooting steps for most impact in fewer steps • Leverage any and all CSG account info which can be shared • How to treat customers with open trouble calls that are seeking technical help • Automate trouble calls

  4. Action Plan for 2012 (cont.) • Step Two • Help Customers use Charter Services • Opportunities in Discovery • Turn key service upgrades • Identify a customer’s service and highlight underutilized product features • Step Three • Continue to provide help & support to our business partners in their projects and needs • Strengthen direct relationship with Marketing to be an innovator not a reactionist • Maximize the return for customers efforts in the Automated IVR, though constant analysis

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