SYSTEM AND METHOD FOR DETERMINING MODERATE CUSTOMER DISSATISFACTION
A system and method are presented for determining moderate customer dissatisfaction in an external contact and organization repository system. Information may be pulled from multiple systems and combined to provide a corpus that may be examined for indicators of moderate customer dissatisfaction, such as a medium call volume, a plurality of medium priority tickets, upcoming contract renewal, a plurality of mediocre customer experiences, and usage data. A threshold may be used to determine if the customer is a flight risk. If a moderately dissatisfied customer is identified, actions may be proactively taken to lower the risk of the customer closing their account.
1 . A method for determining moderate customer dissatisfaction using aggregated dimensions in an external contact and organization repository system, the method comprising the steps of:
a. gathering information automatically from a plurality of systems related to a customer account;
b. examining, by the external contact and organization repository system, the gathered information for the customer account, wherein the gathered information comprises a plurality of dimensions for the account; and
c. determining an aggregate score from each of the plurality of dimensions and comparing the aggregate score to a threshold, wherein if the threshold is reached, performing an action.
2 . The method of claim 1 , wherein the moderate customer dissatisfaction further comprises a customer flight risk.
3 . The method of claim 1 , wherein the step of gathering information is performed by the external contact and organization repository system.
4 . The method of claim 1 , wherein the step of gathering information is performed by one or more third-party systems, wherein the one or more third-party systems convey gathered information to the external contact and organization repository system.
5 . The method of claim 1 , wherein the step of gathering information is performed by a combination of the external contact and organization repository system and one or more third-party systems, wherein the one or more third-party systems convey gathered information to the external contact and organization repository system.
6 . The plurality of systems of claim 1 , wherein the plurality of systems are internally connected to the external contact and organization repository system.
7 . The plurality of systems of claim 1 , wherein the plurality of systems are externally connected to the external contact and organization repository system.
8 . The plurality of systems of claim 1 , wherein the plurality of systems are a combination of internally and externally connected to the external contact and organization repository system.
9 . The method of claim 1 , wherein the plurality of systems comprise at least one of: contact center software, customer relationship management software, a ticketing system, a billing system, a social media account, a usage data system, and a diagnostic data system.
10 . The method of claim 1 , wherein the plurality of dimensions comprise one or more of: medium call volume, a plurality of medium priority tickets, upcoming contract renewal, a plurality of mediocre customer experiences, and usage data.
11 . The method of claim 1 , wherein an action comprises notifying a designated party of customer dissatisfaction.
12 . The designated party of claim 11 , wherein the designated party comprises one or more of: a contact center agent, a contact center supervisor, and an account manager.
13 . The method of claim 1 , wherein the process is repeated for a plurality of customer accounts.
14 . The method of claim 11 , wherein an action comprises presenting a listing of customer accounts comprising dissatisfied customers to a designated party.
15 . The designated party of claim 14 , wherein the designated party comprises one or more of: a contact center agent, a contact center supervisor, and an account manager.
16 . The method of claim 1 , wherein if the threshold is not reached, repeating the process from step (a) until the threshold is reached.
17 . A method for determining moderate customer dissatisfaction using aggregated dimensions in an external contact and organization repository system, the method comprising the steps of:
a. gathering information automatically from a plurality of systems related to a designated customer account;
b. examining, by the external contact and organization repository system, the gathered information for the designated customer account, wherein the gathered information comprises a plurality of dimensions for the account; and
c. presenting to an account manager a summary screen in a GUI of the designated customer account.
18 . The method of claim 17 , wherein the moderate customer dissatisfaction further comprises a customer flight risk.
19 . The method of claim 17 , wherein the step of gathering information is performed by the external contact and organization repository system.
20 . The method of claim 17 , wherein the step of gathering information is performed by one or more third-party systems, wherein the one or more third-party systems convey gathered information to the external contact and organization repository system.
21 . The method of claim 17 , wherein the step of gathering information is performed by a combination of the external contact and organization repository system and one or more third-party systems, wherein the one or more third-party systems convey gathered information to the external contact and organization repository system.
22 . The plurality of systems of claim 17 , wherein the plurality of systems are internally connected to the external contact and organization repository system.
23 . The plurality of systems of claim 17 , wherein the plurality of systems are externally connected to the external contact and organization repository system.
24 . The plurality of systems of claim 17 , wherein the plurality of systems are a combination of internally and externally connected to the external contact and organization repository system.
25 . The method of claim 17 , wherein the plurality of systems comprise at least one of: contact center software, customer relationship management software, a ticketing system, a billing system, a social media account, a usage data system, and a diagnostic data system.
26 . The method of claim 17 , wherein the plurality of dimensions comprise one or more of: medium call volume, a plurality of medium priority tickets, upcoming contract renewal, a plurality of mediocre customer experience, and usage data.
27 . The method of claim 17 , wherein the account manager is engaged in contact with a party to the designated customer account.
28 . The method of claim 17 , wherein the summary screen comprises indicators of flight risk for the designated customer account.
29 . The method of claim 28 , wherein indicators comprise at least one of: a gauge and a percentage.