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.
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.
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.
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."
E-commerce agent and 4-year employee