Satmetrix Confidential

1
Analysis

• Fixing These Problems Improves ROI and Save
• Unanswered calls are the biggest source of
  frustration for anyone in a service industry.
• Supervisors unprepared for virtual meetings cited
  as the largest time waster and resource drain.
• The follow-up meeting with an HR rep is
  unfulfilling, or worse, frustrating, creating
  feelings of isolation and resentment.
• Reduce incident ratios while improving manager
  reports is an attainable goal as long as all
  other factors are accounted for.
• Budget cuts and program eliminations rank the
  highest among stress-inducing factors with
  supervisors.
• Cost to serve decreases by almost 750,000.
• 5 to 10 improvement in ROI is standard and
  should be expected.
• PoW increases revenue up to 8 in high-market
  scenarios.

2
Improve ROI and Save

• What we hear the most
• Unanswered calls are the biggest source of
  frustration in a service industry.
• Supervisors unprepared for virtual meetings cited
  as the largest time waster and resource drain.
• The follow-up meeting with an HR rep is
  unfulfilling, or worse, frustrating, creating
  feelings of isolation and resentment.
• Best customers are most affected
• Reduce incident ratios while improving manager
  reports is an attainable goal as long as all
  other factors are accounted for.
• Budget cuts and program eliminations rank the
  highest among stress-inducing factors with
  supervisors.
• Fixing these drives results
• Cost to serve decreases by almost 750,000.
• 5 to 10 improvement in ROI is standard and
  should be expected.
• PoW increases revenue up to 8 in high-market
  scenarios.