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Dial Interactive January 2003 Newsletter

From: newsletter editor <editor@dialinteractive.com>
Date: Wed, 5 Feb 2003 03:24:49 -0600
Attached is the January 2003 edition of the Dial Interactive Newsletter.  Every month we will cover a topic that will help make a difference within your call centers.  This month뭩 edition covers topics related to overall call center performance and email management.  For a PDF version of this newsletter, go to www.dialinteractive.com/newsletters/january2003.pdf . Thank you.

NEWSLETTERJANUARY, 2003

Inside This Issue n      Dial Interactive Recognized as CertifiedCall Center Auditors by the Center for Customer-Driven Quality at Purdue UniversityComing Next Month n      Real Email Network Solution  Fact or FictionDial Interactive Recognized as Certified Call Center Auditors by the Center for Customer-Driven Quality at Purdue UniversityCall Center Assessments  Raising the Overall Value of Your CenterBy Phil Grosdidier(913) 219-2997pgrosdidier@dialinteractive.com A call center assessment can pinpoint your pain and develop a solution to reduce this pain or eliminate it completely.  Today뭩 call centers are a fundamental part of the way modern companies interact with their customers.  For many customers, the occasional interaction with a call center agent may be the only time they deal directly with your company.  For other customers their interaction may be through new channels such as Web or Email.  How do your call centers stack up against other similar centers?  Are your!
 customers expecting better service?  Do you have a process in place to continuously monitor your centers and benchmark them against other centers?The customer service expectations of customers are continuously changing and for the most part those expectations are on the way up.  Your customers want better service and they want it faster.  Keeping these current customers happy is much more cost effective than acquiring new ones.  For this reason it is imperative that the call center maintain a very high standard of quality and efficiency compared to other similar centers that your customers interact with.When conducting a call center assessment or re-engineering study you need to analyze the technology and the business process. Make sure that you include in your project to examine every area of your call center operations including customer experience, staffing, use of technology, and reporting.  A consulting team can identify your center뭩 strengths as well as potential probl!
em areas.  Make sure you have your results prioritized for positive results.  By properly assessing your call center and comparing to your industry peers you will take an important step towards a new level of customer experience.  ApproachDial Interactive is now recognized as Certified Call Center Auditors by the Center for Customer-Driven Quality at Purdue University.  Our consultants can conduct a comprehensive review of your existing call centers.  The review will involve technology assessment, performance data analysis, customer satisfaction surveys, live monitoring, interviews of agents/managers/customers, and many other methods to identify improvement areas.  In addition, Dial Interactive can compare your center against a database of over 5000 call centers worldwide maintained by Purdue University.  To download an example of a 밣eer Group Benchmark Report please go to www.dialinteractive.com/benchmarking/peergroupreport.pdf .

The Dial Interactive approach is unique within the call center industry.  Our assessments conclude with specific recommendations backed by quantifiable improvement estimates.  Even the best managed call centers need periodic analysis and tuning to keep up with customer needs and expectations.  Why Invest in a Call Center Assessment and Benchmarking Study?A call center assessment provides a low risk method of extracting additional value out of your most important resource --- your call center agents.  Immediate efficiency gains of 10-30% are possible by better understanding your current environment.  Your center may only need assistance in one or two areas but the benefits can have enormous impact on all your customers.Is your call center experiencing any of the following common problems?n      Customers complaining about long hold timesn      Technology projects that have not delivered on promisesn      Large numbers of call transfersn      Difficulty hiring and retaining qual!
ity employeesn      Large changes in call volumen      Agents wasting time on routine tasksAn assessment can be tailored to address these and other specific issues.  In addition the benchmarking data will highlight the areas that need improvement the most so your improvement initiatives will receive the right priority.Typical AssessmentA Call Center Assessment involves extensive data gathering, analysis, and development of recommendations.  Listed below are some of the typical areas that can be investigated during a complete call center assessment.n      Work Force Management o       Improve Overall Center Efficiencyo       Enhance Customer Satisfactiono       Improve Agent Utilizationn      IVR Re-engineering / Reportingo       IVR changes that can give an Immediate ROIo       Increase the use of Automated Techniqueso       Improve self service in the IVR o       Make reporting more accuraten      Call center road maps.o       Gain Efficiency From Existing Technologyo       P!
roduct and Technology Independenceo       Appropriate Use of Technologyo       Focus on the End CustomerFor more information on call center assessments and benchmarking please see Dial Interactive at www.dialinteractive.com 

For More InformationContact:Ed Szvetecz(678) 522-7859eszvetecz@dialinteractive.com Or visit our website at www.dialinteractive.com 

About Dial InteractiveDial Interactive is a unique organization specializing in the complex needs of modern contact centers.  Our consultants focus on business process, cost justification, call type analysis, IVR optimizations, call routing optimizations, technology roadmaps, and overall call center technology.To unsubscribe or change your email address please send an email to editor@dialinteractive.com .  Thank you.2003 Dial Interactive, Inc.January, 2003 Newsletter



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h=3D713=20colSpan=3D2>=0D=0A=20=20=20=20=20=20<P=20class=3DMsoNormal=20=0D=
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n;=20BORDER-BOTTOM:=20#d4d0c8;=20BACKGROUND-COLOR:=20transparent"=20=0D=0A=
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AN></P>=0D=0A<P=20class=3DMsoNormal=20=0D=0Astyle=3D"MARGIN:=206pt=200in=20=
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/SPAN></ST1:PLACENAME><SPAN=20=0D=0Astyle=3D"FONT-SIZE:=2016pt;=20FONT-FAMI=
LY:=20'Arial=20Black';=20mso-bidi-font-size:=2010.0pt">=20=0D=0A</SPAN><st1=
:placetype><SPAN=20=0D=0Astyle=3D"FONT-SIZE:=2016pt;=20FONT-FAMILY:=20'Aria=
l=20Black';=20mso-bidi-font-size:=2010.0pt">Center</SPAN></ST1:PLACETYPE></=
ST1:PLACE><SPAN=20=0D=0Astyle=3D"FONT-SIZE:=2016pt;=20FONT-FAMILY:=20'Arial=
=20Black';=20mso-bidi-font-size:=2010.0pt">=20=0D=0AAuditors=20by=20the=20C=
enter=20for=20Customer-Driven=20Quality=20at=20=0D=0A</SPAN><st1:place><st1=
:placename><SPAN=20=0D=0Astyle=3D"FONT-SIZE:=2016pt;=20FONT-FAMILY:=20'Aria=
l=20Black';=20mso-bidi-font-size:=2010.0pt">Purdue</SPAN></ST1:PLACENAME><S=
PAN=20=0D=0Astyle=3D"FONT-SIZE:=2016pt;=20FONT-FAMILY:=20'Arial=20Black';=
=20mso-bidi-font-size:=2010.0pt">=20=0D=0A</SPAN><st1:placetype><SPAN=20=0D=
=0Astyle=3D"FONT-SIZE:=2016pt;=20FONT-FAMILY:=20'Arial=20Black';=20mso-bidi=
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=0Astyle=3D"FONT-SIZE:=2016pt;=20FONT-FAMILY:=20'Arial=20Black';=20mso-bidi=
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ight-rule:=20exactly"><FONT=20=0D=0Aface=3DArial><st1:place><st1:placename>=
<I=20=0D=0Astyle=3D"mso-bidi-font-style:=20normal"><SPAN=20=0D=0Astyle=3D"m=
so-bidi-font-family:=20Arial">Call</SPAN></I></ST1:PLACENAME><I=20=0D=0Asty=
le=3D"mso-bidi-font-style:=20normal">=20</I><st1:placetype><I=20=0D=0Astyle=
=3D"mso-bidi-font-style:=20normal">Center</I></ST1:PLACETYPE></ST1:PLACE><I=
=20=0D=0Astyle=3D"mso-bidi-font-style:=20normal">=20Assessments=20=96=20Rai=
sing=20the=20Overall=20Value=20of=20=0D=0AYour=20Center<o:p></O:P></I></FON=
T></P>=0D=0A<P=20class=3DMsoNormal=20=0D=0Astyle=3D"MARGIN:=203pt=200in=200=
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AN=20=0D=0Astyle=3D"FONT-FAMILY:=20'Arial=20Black'">Phil=20Grosdidier</SPAN=
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:p></O:P></SPAN></P>=0D=0A<P=20class=3DMsoNormal=20style=3D"MARGIN:=200in=
=200in=200pt"><SPAN=20=0D=0Astyle=3D"mso-bidi-font-family:=20Arial"><FONT=
=20face=3DArial>(913)=20=0D=0A219-2997<o:p></O:P></FONT></SPAN></P>=0D=0A<P=
=20class=3DMsoNormal=20style=3D"MARGIN:=200in=200in=206pt"><U><SPAN=20=0D=
=0Astyle=3D"FONT-SIZE:=208pt;=20COLOR:=20blue;=20mso-bidi-font-family:=20Ar=
ial;=20mso-bidi-font-size:=2012.0pt"><A=20=0D=0Ahref=3D"mailto:pgrosdidier@=
dialinteractive.com"><SPAN=20=0D=0Astyle=3D"mso-bidi-font-size:=2010.0pt"><=
FONT=20=0D=0Aface=3DArial>pgrosdidier@dialinteractive.com</FONT></SPAN></A>=
</SPAN></U><FONT=20=0D=0Aface=3DArial><U><SPAN=20=0D=0Astyle=3D"FONT-SIZE:=
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s=3DMsoNormal=20style=3D"MARGIN:=200in=200in=200pt;=20TEXT-ALIGN:=20justify=
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rmal=20style=3D"MARGIN:=200in=200in=200pt;=20TEXT-ALIGN:=20justify"><SPAN=
=20=0D=0Astyle=3D"mso-bidi-font-family:=20Arial"><FONT=20face=3DArial>A=20c=
all=20center=20assessment=20=0D=0Acan=20pinpoint=20your=20pain=20and=20deve=
lop=20a=20solution=20to=20reduce=20this=20pain=20or=20eliminate=20=0D=0Ait=
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=92s=20call=20centers=20=0D=0Aare=20a=20fundamental=20part=20of=20the=20way=
=20modern=20companies=20interact=20with=20their=20=0D=0Acustomers.<SPAN=20s=
tyle=3D"mso-spacerun:=20yes">&nbsp;=20</SPAN>For=20many=20customers,=20the=
=20=0D=0Aoccasional=20interaction=20with=20a=20call=20center=20agent=20may=
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mpany.<SPAN=20style=3D"mso-spacerun:=20yes">&nbsp;=20</SPAN>For=20=0D=0Aoth=
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>&nbsp;=20</SPAN>How=20do=20your=20call=20centers=20=0D=0Astack=20up=20agai=
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;=20=0D=0A</SPAN>Are=20your=20customers=20expecting=20better=20service?<SPA=
N=20=0D=0Astyle=3D"mso-spacerun:=20yes">&nbsp;=20</SPAN>Do=20you=20have=20a=
=20process=20in=20place=20to=20=0D=0Acontinuously=20monitor=20your=20center=
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ONT></SPAN></P>=0D=0A<P=20class=3DMsoNormal=20style=3D"MARGIN:=200in=200in=
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y:=20Arial"><o:p><FONT=20=0D=0Aface=3DArial></FONT></O:P></SPAN></P>=0D=0A<=
P=20class=3DMsoNormal=20style=3D"MARGIN:=200in=200in=200pt;=20TEXT-ALIGN:=
=20justify"><SPAN=20=0D=0Astyle=3D"mso-bidi-font-family:=20Arial"><FONT=20f=
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=20are=20continuously=20changing=20and=20for=20the=20most=20part=20those=20=0D=
=0Aexpectations=20are=20on=20the=20way=20up.<SPAN=20style=3D"mso-spacerun:=
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and=20they=20want=20it=20faster.<SPAN=20=0D=0Astyle=3D"mso-spacerun:=20yes"=
>&nbsp;=20</SPAN>Keeping=20these=20current=20customers=20happy=20is=20=0D=
=0Amuch=20more=20cost=20effective=20than=20acquiring=20new=20ones.<SPAN=20=0D=
=0Astyle=3D"mso-spacerun:=20yes">&nbsp;=20</SPAN>For=20this=20reason=20it=
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=20high=20standard=20of=20quality=20and=20efficiency=20compared=20=0D=0Ato=
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ith.<o:p></O:P></FONT></SPAN></P>=0D=0A<P=20class=3DMsoNormal=20style=3D"MA=
RGIN:=200in=200in=200pt;=20TEXT-ALIGN:=20justify"><SPAN=20=0D=0Astyle=3D"ms=
o-bidi-font-family:=20Arial"><o:p><FONT=20=0D=0Aface=3DArial></FONT></O:P><=
/SPAN></P>=0D=0A<P=20class=3DMsoNormal=20style=3D"MARGIN:=200in=200in=200pt=
"><SPAN=20=0D=0Astyle=3D"mso-bidi-font-family:=20Arial"><FONT=20face=3DAria=
l>When=20conducting=20a=20call=20=0D=0Acenter=20assessment=20or=20re-engine=
ering=20study=20you=20need=20to=20analyze=20the=20technology=20and=20=0D=0A=
the=20business=20process.=20Make=20sure=20that=20you=20include=20in=20your=
=20project=20to=20examine=20=0D=0Aevery=20area=20of=20your=20call=20center=
=20operations=20including=20customer=20experience,=20=0D=0Astaffing,=20use=
=20of=20technology,=20and=20reporting.<SPAN=20=0D=0Astyle=3D"mso-spacerun:=
=20yes">&nbsp;=20</SPAN>A=20consulting=20team=20can=20identify=20your=20=0D=
=0Acenter=92s=20strengths=20as=20well=20as=20potential=20problem=20areas.<S=
PAN=20=0D=0Astyle=3D"mso-spacerun:=20yes">&nbsp;=20</SPAN>Make=20sure=20you=
=20have=20your=20results=20=0D=0Aprioritized=20for=20positive=20results.<SP=
AN=20style=3D"mso-spacerun:=20yes">&nbsp;=20=0D=0A</SPAN>By=20properly=20as=
sessing=20your=20call=20center=20and=20comparing=20to=20your=20industry=20=0D=
=0Apeers=20you=20will=20take=20an=20important=20step=20towards=20a=20new=20=
level=20of=20customer=20=0D=0Aexperience.<SPAN=20style=3D"mso-spacerun:=20y=
es">&nbsp;=20=0D=0A</SPAN><o:p></O:P></FONT></SPAN></P>=0D=0A<P=20class=3DM=
soNormal=20style=3D"MARGIN:=200in=200in=200pt;=20TEXT-ALIGN:=20justify"><SP=
AN=20=0D=0Astyle=3D"mso-bidi-font-family:=20Arial"><o:p><FONT=20=0D=0Aface=
=3DArial></FONT></O:P></SPAN></P>=0D=0A<P=20class=3DMsoNormal=20style=3D"MA=
RGIN:=200in=200in=200pt;=20TEXT-ALIGN:=20justify"><B><U><SPAN=20=0D=0Astyle=
=3D"mso-bidi-font-family:=20Arial"><FONT=20=0D=0Aface=3DArial>Approach<o:p>=
</O:P></FONT></SPAN></U></B></P>=0D=0A<P=20class=3DMsoNormal=20style=3D"MAR=
GIN:=200in=200in=200pt;=20TEXT-ALIGN:=20justify"><FONT=20=0D=0Aface=3DArial=
><SPAN=20style=3D"mso-bidi-font-family:=20Arial">Dial=20Interactive=20is=20=
now=20=0D=0Arecognized=20as=20Certified=20Call=20Center=20Auditors=20by=20t=
he=20Center=20for=20Customer-Driven=20=0D=0AQuality=20at=20</SPAN><st1:plac=
e><st1:placename><SPAN=20=0D=0Astyle=3D"mso-bidi-font-family:=20Arial">Purd=
ue</SPAN></ST1:PLACENAME><SPAN=20=0D=0Astyle=3D"mso-bidi-font-family:=20Ari=
al">=20</SPAN><st1:placetype><SPAN=20=0D=0Astyle=3D"mso-bidi-font-family:=
=20Arial">University</SPAN></ST1:PLACETYPE></ST1:PLACE><SPAN=20=0D=0Astyle=
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