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contact stats
avg. calls/WeeK
avg. emails/WeeK
E-commerce (U.S.)
22,000
4,000
Member Services/Exec./BD (U.S.)
27,000
3,000
E-commerce (CN)
9,000
1,400
Member Services/Exec. (CN)
7,900
900
Pharmacy (U.S.)
6,200
750
Card Services (U.S.)
900
N/A
First call
Resolution
The goal of the Member Service Center is to resolve each
member's issue during their first call. While some problems require
considerable research and follow-up by the agent, the department
has a stellar overall record. Between 90 and 92 percent of member
inquiries are resolved on the first call. Every call requiring additional
follow-up, whether from buyer, supplier, carrier or member, is
assigned to a Tier 2 resolution agent.
Hold
Please
An interactive voice response system routes calls first to self-
serve assistance through automation and then to the proper
agent. If the member needs an agent's assistance, a "Virtual
Hold" system offers the caller the option of a call back instead of
waiting on hold. Average call lengths vary by department, from
2.5 minutes in Member Services to 4.5 minutes in E-commerce.
employees
Yakima
222
Issaquah 162
Ottawa 65
A full-time member service agent
handles an average of about
2,000 contacts per month. To
put some perspective on that
number, consider that a full-time
cashier processes approximately
6,000 sales transactions per
month. Just as the size of an
order can determine the length
of a transaction on the front end,
contact times vary depending on
the member's need.
Tammy Koba ottawa
Trainer and 3-year employee
"Costco really accepts ownership of any problems or issues. A common problem on this side of things is
when something is damaged in transit. Even though we didn't cause the damage, we still apologize. We
take ownership of the issue and we assure the member that we're going to find a solution for it.
"We make sure that each member feels completely supported. And it's not just one person; a whole team
is supporting that individual member."
May 2013
5
Josie Mountlear Yakima
E-commerce agent and 4-year employee