Robyn Weeda Director Program Management Office gave a very exciting and insightful presentation around how the call centre is centred around the customers.
The consumer business for unit has doubled their NPS score since 2007. A couple of years ago it was not unusual for a customer to have to wait two hours on the phone to get this issue fixed with their virus software now most customers feel they get a positive experience
Then:
1 Installation took 4 minutes and 23 seconds to install
10 boot time took 12 minutes and 14 seconds
100 foot print was 406Mb
Now:
1 installation no time at all
10 boot time less than 10 seconds
100 foot print less than 100Mb
The Symantec product range has received more than 100 product awards in 2010 compared to less than 10 in 2006.
What Symantec customers really want - which was shown in a video- is
- Access to the right person immediately who can fix their problem
- Customers want to talk to a human being
- Easy way of getting to someone who can make a decision
- Customers don’t want to talk to someone who just reads from a script
- The agent should be like a good doctor when you describe the problem the doctor knows immediately what the issue is. Can identify the problem, acknowledge and fix.
Symantec have more than 2100 people supporting their customers in 24 languages in more than 30 locations worldwide. They receive over 12 million contacts per month into the call centres.
- Symantec’s main focus was to concentrate on first contact resolution FCR.
- Proactive resolution process for the agents.
- They implemented a reverse DSAT audit
- Agent certification and training
- Being available when the customers are
- Self service tools
FCR average in the software industry is 40% Symantec has managed and astonishingly high figre of 76%.
DSAT reverse audit process was 58% and is now 90%
Symantec have created internal videos with real customers
Invested in 50.000 hours of agent training.
Social media is playing a more and more important role for Symantec who are now using YouTube, twitter, facebook, and blogger sites.
Staff are now proud to work for Symantec and happy to delight customers.
