| DQ
PERFORMANCE INDEXSM
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Are you a Directory Enquiries (DQ) provider,
a carrier, a DQ system supplier or a data aggregator?
If so, shouldn't you know: |
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How your DQ quality compares with that of your competitors? |
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How your DQ call quality is being affected by your speech recognition system? |
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What level of quality your DQ provider is giving your end user customers? Or, who could do a better job for you? |
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If DQ providers using your retrieval system are fulfilling more customer requests than those using other systems? AND |
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How your aggregated DQ data quality stacks up to that of other data aggregators? |
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Statistically significant, process-based, across-the-board
quality results ARE available today for our industry.
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These
results can be used for quality benchmarking, marketing
and competitive/ customer intelligence.
Paisley 118 offers an
industry-wide DQ quality perspective that is broad,
meaningful (recognised by all and used by many) and
based upon a definitive, DQ-specific quality measurement
process.
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| The Index provides the following quality metrics: |
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Customer FulfillmentSM which identifies how often customers receive a
correct listing report and if they do not, whether
the error was caused by listings missing
or wrong in the database or because the agent made an error. |
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Customer CareSM which identifies how effectively agents are balancing
customer advocacy and call-handling efficiency
based upon such timeless DQ elements as acknowledging,
listening, suggesting, questioning and identifying differences between the listing requested and the one being given. |
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Average
operator work time which identifies "live"
on-call agent time. |
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A "Special Topic" section
which, in previous issues, discussed such timely DQ topics as:
- LEC
Data as the Gold StandardDQ Automation (3 views)Enhanced Services
- Deregulation
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| How are the audits done? |
Using the Customer FulfillmentSM
and Customer CareSM
measurement processes, Paisley 118 auditors place 300 "mystery
shopping" test calls (via the public telephone
network) to each company being measured using a test sample which is based upon a real-life DQ call
composite (correct percentage of residence, business, government, enhanced services, valid no-finds, etc.). The listings are requested following scripts
created from an accurate DQ customer composite (customer
can/can't spell call details; customer requests listing
in actual/nearby locality, etc.). The sample is validated by calling the listing owner (business and government listings). Where reports match, the request is fulfilled;
where discrepancies are found, all differing reports are verified with the listing owner.
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| Table of Contents |
Each subscription of the Performance IndexSM
will include the following sections and reports for your own company and for each competitor purchased:
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Publisher's
Overview
- Proprietary Restrictions
- Table
of Contents
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Executive
Summary
- Includes overall comments on findings of current audit and trending of performance.
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Methodology
Section
- Includes brief description of statistical methodology used.
- Includes brief descriptions of Customer CareSM, Customer FulfillmentSM, and Average Work Time audit process.
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Results (for your own company plus each competitor purchased).
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| Customer
FulfillmentSM
Performance Graphs |
- Customer
FulfillmentSM - pie chart
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- Reason
for Unfulfilled Calls - pie chart
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- Includes
a breakout of calls unfulfilled due to missing numbers, wrong numbers, and agent errors.
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- Historical
Customer FulfillmentSM
performance - line graph
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- Subsequent
editions will include trending information from
prior audits which customer subscribed to.
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| Customer
CareSM
Performance Graphs |
- Customer
CareSM
- pie chart
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- Reason
for Calls Not Cared For - pie chart
- Includes calls not cared for due to demonstrated:
- lack of customer acknowledgement
- lack of active listening skills
- inappropriate suggesting/questioningunacceptable
- tone of service
- other unacceptable agent behaviour
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- Historical
Customer CareSM
performance - line graph
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- Subsequent
editions will include trending information from
prior audits which customers subscribed to.
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| Average Work Time Performance Graphs |
- Graph showing AWT. Will include a time-line of AWT performance after initial edition.
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| Special Topic Section |
For each issue, Paisley addresses timely and pertinent topics of directory services such as:
- automation
- agent call handling
- deregulation
- wireless DQ.
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| Pricing Information |
Introductory pricing for 2005:
£3,500 for the Performance Index and all competitors measured.
Notes:
You must agree to Licensing requirements which will be provided with purchase agreement or upon request.
Minimum order is two issues and discounts are
available for up-front payment of both issues.
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| How
To Order
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Call Alicia Edwards on 0141.353.9360.
Or E-mail for more information to aedwards@paisley118.co.uk.
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