KICS

Keep Incoming Calls Simple (KICS), an EPSS DLS created for Hewlett-Packard, resulted in the following benefits:

• A 38 percent reduction in the number of times a caller was transferred.
• A decline in "at-risk" customers, based on the Risk Index, a system that places customers into four categories based on their overall satisfaction with their calls.
• A marked improvement in the Phone Performance Index (PPI), a 10-point rating system measuring call managers' telephone performance.
• A 95 percent reduction in call manager training and support expenses.
• A $50,000 annual reduction in training-related travel.
• A $60,000 decrease in time off the job for training.
• A $500,000 reduction in rework costs.