Service Calls For Online Login

1 Answers

Apr 19, 2010

We are a Financial Company and receive a lot of calls from people having trouble logging onto their accounts online. I am looking for some metrics to compare ours to. Does anyone track and willing to share what percent of their service calls come from callers having problems with website login? We are kicking off a project to hopefully fix this problem and trying to sent a success metric for the project. Thanks for your help

– Nina Westvold

Answers

Jennifer Powell Posted at 10:16PM on Oct 13, 2010

At our smaller bank, upper management asked what percentage of calls we received were website related. We had about 5 agents at the time, so each agent just made a "tic' on piece of paper for each call. I prepared a week long sheet and we tallied each days calls for a month. We averaged about 32% calls as being website based issues with logging in. This is not a normal tracking done and was just for a specific period in time.

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