Another example: on the same day Mr. Lucky calls his energy supplier with the same question. The CSR askes Mr. Lucky about his customer number and the nature of his question and he informs Mr. Lucky about the status of his payment. Mr. Lucky has been served properly. Then the employee informs Mr. Lucky about a special promotion: "Would you like to join also?" That seems like a good idea to Mr. Lucky and he turns into Mr. Happy.
One of the output indicators of CPM is the Average Handling Time (AHT). An important indicator. Organizations can improve their AHT by operating three activities:
- Make an inventory about the reasons for customer contacts
- Define processes
- Relevant information retrieval
The key objective is to connect the customer service event to backoffice applications and to make all relevant customer data available to CSRs. In most organizations, backoffice applications and databases are already there. With some changes in perspective and the way customer service events are being processed, managers can answer their questions.