building customer loyalty through increased first contact resolution

Building Customer Loyalty through Increased First Contact Resolution

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2

Presenters

Stefan Captijn Director, Product Marketing Genesys @stefancaptijn

Michael Miller Vice President Speech Analytics Genesys

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3

Agenda

• Introduction

• Customer Service & First Contact Resolution

• Demonstration

• Customer Success: Ceridian Case Study

• Continuous Workforce Optimization

• Q+A


The Reality on Customer Service

*Guy Arnold – Article on ‘greatorpoor.com’

“80% of

businesses believe

they provide

"superior"

customer service.

But only 8% of

customers say

they're getting it!”*


Turning Analytics in to Action


Understanding First Contact Resolution

First Contact Resolution

How to measure FCR across channels?

Why does an interaction end up in the contact center anyway?

Is there a trend across products, customer segments etc?

How does better FCR impact my other KPIs?


Impact of Speech and Text Analytics

Training Work Items Escalations Outbound

Automatically Triggered Workflows

Highly Manual and Fragmented

End-to-End Automation

Workforce Lifecycle

Automation of Continuous Improvement

VOC/Feedback

• Customer Insights • Customer Response • Management Notification • Improved Quality Management

Speech Analytics & FCR Demonstration Michael Miller

Ceridian Customer Success: Improving 1st Contact Resolution Michael Miller


Company Background

Challenges

Introduction

• Global Service Provider of:

• Human Resources

• Payroll

• Benefits

• Payment Solutions

• Persistently low FCR rate driving up call volumes and impacting customer satisfaction

• FCR measured by customer response to IVR question: “Is this a repeat call?”

• Does not link to call drivers to support root cause analysis

• Does not tie to specific agent or ID agent behavior

• Unable to improve FCR

“Before implementing UTOPY SpeechMiner, our contact center quality monitoring and analysis systems and processes were good at telling us when on our FCR rate (and other KPI’s) needed to get better, but they weren’t very helpful in discovering how we could improve our performance.” - Pamela Cook, Quality Coach, Ceridian


Anatomy of Repeat Call

Phrase-driven Speech Analysis Identifies Repeat Calls:

….and also Identifies the Underlying Issue(s) Causing the Repeat Calls


How Many Repeat Calls Occur? • Genesys integrated with client case tracking system to measure repeat calls by customer

• 30% of calls are customers calling multiple times in 30 days

• 2.9% of customers call 10 times in 30 days

X% call 10 or more times in 30 days


Which Call Types Generate the Most Repeats?

• Report shows what call types are generating more callbacks (12.8% of repeats involve manual checks.)

• Clicking on bar plays calls in group. What is causing the repeats: process, policy, technology, etc.


Which Accounts Generate the Most Repeats?

• Some accounts routinely have the highest repeat calls rates


Why are Specific Customers Calling?

• Analysis for Customer K

• 49% of repeat calls are for three reasons: PTO, Benefits, Wage and Tax

• Clicking on bar accesses calls for root cause analysis


Which Agents are Driving Repeats

• Some agents have over four times the repeat call rates of other agents

• Clicking on the bar for each agent accesses their repeat calls sorted by call type, allowing quick assessment of where each agent needs help


“Genesys helped us significantly improve our First Call Resolution rate. However, the reality is that we’ve just scratched the “tip of the iceberg” in terms of the opportunities for

improvement that Speech Analytics can help us to discover. The potential is enormous.”

- Pamela Cook, Quality Coach, Ceridian

Solution Results

• Determines FCR by call type

• Identifies system drivers of repeat calls

• Identifies agent behaviors that can reduce repeat calls

• Actions

• Implemented processes to improve connection between callers & agents

• Developed guidelines for callbacks

• Improved percentage of customers saying they were not likely to call back by 30% in their initial group, and by 18% throughout their entire Customer Care organization!

Proven Results

Continuous Workforce Optimization Stefan Captijn


Continuous Workforce Optimization

Front Office

Back Office

Workforce Optimization

Work Distribution


Turning Analytics in to Action

Auto-Triggered Workflows

Conversations


Analytics-driven Workforce Optimization

Conversation Processing

Phrase Recognition

“Connect me to your Supervisor”


Knowledge Assessments

Statistical Analysis

Customer Feedback


© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Operational Excellence through Integration

Work Distribution


Multi Channel Support

Centralized

Administration

Cross Application Workflows

Schedule based

Routing

Real Time Adherence


Summary

Driving FCR is a key ‘use case’ for Speech Analytics • Existing methods can measure the repeat call rate, but speech analytics can

help reveal why the repeat call occurred.

• Speech analytics makes agent level FCR measurement and performance management possible.

• Improvement in the FCR rate can be measured quickly and reliably, helping a company know if their programs are on track.

•Continuous Workforce Optimization • The accuracy & detection rate of SA ‘make or break’ the business case

• With high accuracy & detection rates, SA becomes actionable

• Automatically trigger workflows reduce manual tasks for opps team


Connect With Genesys!

•[email protected]

•@Genesys

•#GWebinar © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 23 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

23

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building customer loyalty through increased first contact resolution

Technology