Ways to Better 2016 2015 Pay Pal Inc

Agenda 1. Objectives and Agenda 2. Introduction 3. Ways to Better 4. Activity: Call

Objectives What we want to achieve • • Understanding Resolve Rate within other Metrics Highlight How Resolve Rate relates to Specific Contact Types Spotting Gaps and Opportunities Sharing Best Practices from Industry and Top Performers © 2015 Pay. Pal Inc. Confidential and proprietary. 3

Resolve Rate A more holistic view of RR © 2015 Pay. Pal Inc. Confidential

What Type of Metric? Descriptive/Outcome and Perception Metric Perception metrics do not measure reality but measure customers’ subjective perception of their interaction. Descriptive What a customer feels and thinks at every step in the customer journey. CE does not tell you the interaction was difficult but how it was perceived Reality metrics measure the observable and objective characteristics of customer interactions: when, where and trough which channel customer touches the company. Outcome metrics measure what customers are likely to do after the interaction. Outcome Perception Outcome metrics measure what customers are likely to do after the interaction Measure customers’ subjective perception of their interaction What a customer feels and thinks at every step in the customer journey

Mapping Metrics Key Metrics Match Metrics with Key Function Business Performance Efficiency Technical Performance Transaction/Finan cial Agent Staffing Performance © 2015 Pay. Pal Inc. Confidential and proprietary. ü Customer Satisfaction ü Employee Retention/Satisfaction ü Cost/Revenue ü System/Network Latency ü Service Level ü AHT ü First Call Resolution ü Customer Retention ü WFW Accuracy ü Quality Score ü AHT 6

Mapping Metrics Key Metrics © 2015 Pay. Pal Inc. Confidential and proprietary. 7

A Formula for RR Definition A Formula for First Contact Resolution FCR Formula= (# resolved incidents closed on the first contact) divided by (total # incidents) * 100% From the Customer Management Institute (ICMI), First Contact: Resolution (FCR) is the percentage of initial calls that do not require any further contacts to address the customer’s reason for calling. © 2015 Pay. Pal Inc. Confidential and proprietary. 8

The importance of Resolution Why Resolution When you improve FCR you’re improving quality, reducing costs, and improving customer satisfaction, all at the same time. Now consider this: An 80% FCR rate sounds pretty good. However, an 80 percent FCR means your customers call you, on average, 1. 2 times to resolve a question or issue. This 20 percent in “repeat calls” represents increased call volume, inflated operating expenses, and most importantly, dissatisfied customers. Dissatisfied customers are more likely to defect and more likely to tell others about their experiences. © 2015 Pay. Pal Inc. Confidential and proprietary. 9

Obstacles to RR From your experience What are the main Obstacles to RR? ©

Activity Your Experience counts In groups of 4 think about which contacts have a low resolve rate and then add why. Think also what we could do to fill this gap and offering a Fist Time Resolution Group Debriefing © 2015 Pay. Pal Inc. Confidential and proprietary. 11

High and Low Resolve Rate Contact Reasons RR and Contact Reasons High Low Overall Credit Card - Add/Remove/Change Password/Log In Issues Update Contact Information Phishing/Spoof Receiving Funds Overall Refund Inquiry Completed Payment Pay. Pal Prepaid Mastercard Declined Payment Funds Held NM Credit Card - Add/Remove/Change Update Contact Information Verification-Credit Card Receiving Funds Password/Log In Issues NM Pay. Pal Prepaid Mastercard Funds Held Refunds Complete Payment Withdraw © 2015 Pay. Pal Inc. Confidential and proprietary. 12

RR Trend in 2016 Knowing your Numbers © 2015 Pay. Pal Inc. Confidential and

Ways to Improve Strategies © 2015 Pay. Pal Inc. Confidential and proprietary. 14

A Crucial Difference Us and Them Measuring Resolve Rate from the Point of View of the Customer as opposed to measuring Resolve rate from the point of view of Pay. Pal The customer’s evaluation of issue or contact resolution is what matters most. FCR measurement techniques must be reflective of customers’ values and expectations. Try to view first call resolution from the customer perspective. Make sure you know what your customers’ expect and respond accordingly. Do not assume you know what your customers want. Make sure you ask your customers how well their issues and concerns were resolved. While on the surface this technique might appear to make call handle times longer, the payoff appears to be high—reduced repeat calls, increased customer satisfaction, increased agents’ awareness of customer needs, and immediate identification of unresolved issues. Additionally, this approach offers the opportunity to close the interaction on a positive note, affirming that the caller’s needs were met. Any unresolved issues can be addressed, reducing repeat calls. © 2015 Pay. Pal Inc. Confidential and proprietary. 15

Ways to Improve Your view counts Think resolve rate and repeated contacts Use different ways to show resolution. DO NOT ASSUME IT OR SIMPLY STATE IT Using Customer Tracking to Re call customers (in which contacts can we do that? ) Empowerment ALWAYS Be aware that high CSAT does not equal low repeat contacts. Try to predict reasons for follow-up interactions into the contact centre – there are often patterns. Think how contacts link into cluster. © 2015 Pay. Pal Inc. Confidential and proprietary. 16

Top performers What they do better Use of the Resolve Promise and Statement Linking Survey Phrase with Resolution Use all Available strategies to achieve Resolution Do not give false hopes Use of Contact Tracking and Follow up Offering alternative solutions and product features Offering Information and support on non PP products Use of emotional mapping © 2015 Pay. Pal Inc. Confidential and proprietary. 17