What factors are contributing to the recent 30% increase in customer support call times for Hagerty's Drivers Club members?

Introduction

The recent 30% increase in customer support call times for Hagerty's Drivers Club members is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal factor. Has this increase coincided with any particular time of year or event?

Why it matters: Seasonal patterns could indicate external factors rather than internal issues. Expected answer: The increase started about two months ago, not aligning with any specific season or event. Impact on approach: If seasonal, we'd focus on temporary staffing solutions; if not, we'll dig deeper into internal factors.

• Considering user segments, I'm wondering if this affects all members equally. Are we seeing differences in call times across various membership tiers or demographics?

Why it matters: Segmentation could reveal targeted issues rather than system-wide problems. Expected answer: The increase is relatively uniform across all member segments. Impact on approach: Uniform impact suggests a broader issue, possibly related to overall system changes or policies.

• Thinking about recent changes, have there been any significant updates to the product, policies, or support systems in the last 3-4 months?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: A new customer support software was implemented about three months ago. Impact on approach: This would shift our focus to the new system's impact on call handling efficiency.

• Regarding call volume, has there been any notable change in the number of support calls received during this period?

Why it matters: Increased call times could be a symptom of higher call volumes rather than decreased efficiency. Expected answer: Call volumes have remained relatively stable. Impact on approach: Stable volumes suggest we need to focus on factors affecting call handling rather than call prevention.