How many online banking customers does a typical customer service rep support?
Whenever releasing a new product, you should make a model of the support requirements. My favorite method is to develop scenarios. In the case of Banking you might start with customer sign-up. Your assumption might be: “1/3 of customers signing up for online banking will require some help, and on average those help sessions will take 15 minutes.” Then you think about the other scenarios when people need help – resetting a password or asking questions about how to do things with the online banking system, or various categories of problems they might run into. Later, when you have some real data about case rate and categories, you can check those “real-world” figures against your original assumptions and try to figure out why you were so wrong. The exercise isn’t so much about being exactly right (although you should try), but rather about having some theory of why customers will need help and seeing how that matches reality. An important consideration is the product. The support load, a
