Submitting OIG:
Report Description:
We examined the customer experiences associated with the Postal Service’s Customer Care Centers (CCCs). We found four ways USPS could improve the customer experience: preventing calls with better information and fixing underlying issues; decreasing customer effort when calling the CCCs; shortening the wait to speak to an agent; and improving the ability of agents to solve problems on the spot. We also identified a business arrangement that could affect the overall customer experience.
Date Issued:
Monday, August 20, 2018
Agency Reviewed / Investigated:
Submitting OIG-Specific Report Number:
RARC-WP-18-012
Location(s):
Agency-Wide
Type of Report:
Other
Number of Recommendations:
4
View Document:
Attachment | Size |
---|---|
RARC-WP-18-012 (1).pdf | 2.15 MB |