The ROI Behind Why Are My Customers Calling
{"Image DocumentName": "The ROI Behind Why Are My Customers Calling", "Image ImageDescription": "Root Cause Identified \u2013 Customers are unable to reset passwords on website, driving calls to the center. Online issues = 10% of all calls. Password Reset issues = 8% Service Call AHT = 7.5 minutes. Online AHT = 9 minutes. Customer Calls to Reset Password. Rep Reports Increase in Calls to Management. With this quantifiable proof, IT determined it\u2019s too costly not to change the web site. Average Cost Per Call.  4.50. Possible Cost Saving.  252,000 Annually. Enterprise determines it is too costly NOT to change web functionality. too costly to change the Web Site Functionality. Management meets with IT. Web Development.", "Image XResolution": "37", "Image YResolution": "37", "Image ResolutionUnit": "Pixels/Centimeter", "Image Software": "SlidePlayer", "Image YCbCrPositioning": "Centered"}