top 10 ways to maximize productivity with multi channel communications
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CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble SystemsTRANSCRIPT
Top 10 ways to maximize productivity with Multi Channel Communications. 28th August 2014
INTUATE GROUPCORPORATE OVERVIEW
Company Information
EST. 2000
Privately Owned
South African
Bryanston Cape Town
Durban
150 + Experienced Professionals
Specialised Integrated IT
Solutions
Offerings
Integrated Contact Centre
Business Intelligence
Cloud and Hosting
Data Centre
Solutions
Project Management
Managed Services
Server Offerings
High Availability
Data Centre Blades
Fault Tolerance
Virtualisation
Storage Offerings
Enterprise Backup
Mid-Tier Niche
Call Centre Offerings
Business Process Optimisation.
Workforce management,Campaign etc
Unified Communications
Diallers, Recorders, ACD
etc
Data AnalyticsSpeech analytics,
Compliance.Business
Intelligence
PCICompliance
Steven Spratt
Business Development Director, Noble Systems EMEA
Leading provider of Contact Centre Solutions
Over 25 years experience working in the Contact Centre Industry on both
customer & vendors sides.
Introductions
Company Overview
Founded 1985
WW HQ in Atlanta, USA
African Partner Intuate
No.1 O/B in UK & US
4,000+ Customers
400 staff50 in EMEA
6 African countries
Tier 1, Top 10 Provider
Premise, Cloud or Hybrid Solution suite
Disaster Recovery | Business Contingency | Extended/Elastic Capacity
HybridHybridHybrid
HybridHybrid
What do we mean by Multi Channel?
What is multi-channel?
Page 23
All disparate, minimal connectivity resulting in:• Productivity losses• Higher costs• Poor management information• Dissatisfied customers / Bad PR• Missed collections targets• Low RPC
Silo Inbound
calls Silo Manual
dials / diallers
Silo Email
Silo Multiple
agent apps
Silo Reporting
Evolution of Contact Centres - Yesterday
Silo
SMS, IVM and Email
Unified
Agent
Email / social media
Call Back
SMS
IB/OB Voice
Automation/ IVM
Reporting
Unified Desktop
Fully integrated, resulting in:
• Productive agents• Cost reduction• Less chance of bad PR• Happier agents• Achieved Collections/sales
targets / High RPC• Compliant
Hosted and/or Premise based
Evolution of Contact Centres - Today
What are the most popular contact methods used by
our customers?
Source : ContactBabel 2013
Email, voice and IVR =
90%
How is this likely to change in the coming 12 months?
Source : ContactBabel 2013Web Chat, SMS and App
increase
Surveys show 70% of customers prefer voice as primary Contact media
Ensure traditional Voice is as good as ever
Multimedia should improve the customer experience
Don’t force your customers to use
multimedia
Measure Your Improvements
Train Agents
See better Results
See Where improvements are required
Organise customer interactions don’t add confusion
Don’t Abandon Voice
Give the choice to the customer
‘Some people prefer to be contacted in different ways’Call My Mobile
Email MeText me
Who integrates or plans to integrate Social Media &
who should own it?
Source : ContactBabel 2013
Social Media?
SMS
Anyone using Social Media in Collections?
• Manage risk – once its out, its out• Special type of agent• What activities can the call centre agent handle
• Offer the customer choice, but what sort of transactions will be handled
• Assess technologies available
Considerations
Multi Channel Blending to the agent
“A call centre that allows agents to handle multi channels of communication, such as make and receive calls, email, Social Media as demand and strategy dictate”
Contact Centre Blending
Multi Channel Communication Flow
Contact centre “A”
Contact centre “B”CRM
CC Platform
Social
SMS
Voice
• Improved Agent Productivity between 20-30%
• By increasing work types, when inbound voice is quiet, agents can make calls or handle other work like emails etc
Benefit
• Can agents cope with multi channels?• Outbound agents can often cope with inbound, but vice versa?
• Do all agents need to be blended? Cost versus benefit?
• Productivity drop on outbound predictive campaigns.
• Ensure technology can balance workload based on priorities
Considerations
Web Chat - What is the optimum number of sessions per agent?
Source : Contact Centre Helper 2013
Up to 5 = >90%
What’s the average number of applications
used by an agent on a call?
Unify Agent Desktop to gain benefits
Source : ContactBabel 2013
Wrap Time takes approximately 12.5% of an agent’s time
Unify Agent Desktop to gain benefits
• Reduced AHT by 20-30%• Increased agent productivity up to10%• Increased up-sell / cross-sell
opportunities• Reduced training costs• Better customer service – data available
at the right time to agent
Benefits
Introduce Call-Backs
Leave me on hold too long: 40%
Most annoying aspects of Call Centres
Call Centre Stats
11 ½
Minutes
Average length that people believe they wait in a contact centre queue is almost:
Call Centre Stats
Real-Time Call Backs
• Improve customer experience – customer retention
• Reduce abandoned calls – increasing revenues
• Provide choice to your customer
Impact of Call-Backs
Time (08:00 to 18:00)
Ca
lls
Calls offered Calls answered Abandoned
Time (08:00 to 18:00)
Ca
lls
Calls answered QB Call-backs Calls answered with QB
Call BlendingStandard Call Delivery
Calls OfferedAgent productivity with Inbound & Call Back SolutionAgent productivity with Full Blended Agent
Web Call Back
Phone Numbers Email Contact Boxes Address
Now you can alsoadd Web Call-Back
• Approx 10% increase in inbound agent productivity – idle time used to make call-backs and outbound calls
• Improve SLAs - reduce call abandonment rates
• Handle 10% more calls with same staff or handle same calls with less staff.
• Increased customer satisfaction / retention
Benefits
Why introduce multi channel WFM?
Source : Contact Centre Helper 2013
Up to 5 = >90%
Multi-Channel Forecasting
• Ensure Holistic schedule across all channels
• Maximise Email and outbound scheduling maximises inbound SLA
• Not all tools are equal - outbound Scheduling on Sale, RPC etc
• Smoothing with call-backs
Introduce SMS
• Personalised
• Event driven
• Bi-directional
Multi Channel Customer Contact - SMS
• On disposition
• Batch Campaigns
• Pro-active contact
Inbound SMS - Agent Experience
• Compliment your inbound and outbound voice campaigns with SMS
• Drive inbound contract• Automatic throttle based on agent
utilisation• Batch campaigns on ‘non contactable’
customers• Personalised reminders and confirmations
Benefits
Introduce IVR & IVM Channels
• Message Blasting
• Personalised to customer – name, values etc
• Self Service
• Automated Payments
• Reduce Calls
• Pro-active messaging
Interactive Voice Response or Messaging
• Compliment your inbound and outbound agent campaigns with IVR/IVM
• Drive inbound contract with IVM• Automatic throttle based on agent
utilisation• Batch campaigns on ‘non contactable’
customers – low value customers• Personalised reminders and confirmations
Benefits
Multi Channel Interaction Analytics
Analyse across all channels
• Understand why your customers contact you
• Link business process issues from customer contact
• Reduce repeat contact• Improve agent
behaviour / training• Stay compliant
Reporting and Analysis Early Discovery Word Cloud
Page 72 © 2013 Nexidia, Inc.
Multi Channel Analytics
“I’ve had to call back several times and my internet service is still not working. I want this fixed today.”
call back
servicetoday
Page 73
Reporting and Analysis - Agent Scorecard
Page 74 © 2013 Nexidia, Inc.
Reporting and Analysis - Executive Dashboard
Sites
Randberg
Sandton
CapeTown
Durban
Port Elizabeth
Multi Channel Categorisation
Page 76
• Holistic view of customer channels
• 100% multi channel categorisation.
• Multi categorisation of activity – not reliant on agents
• Reliable, empirical data
Multi Channel Outbound Data Analytics
Benefits Delivered
Improve sales & contacts by 15-25%
Decrease list penetration by 35%
€
£
Multi Channel Campaign Management - OnQ
• OnQ sits upstream from contact channels and delivers calling list records in small batches as they are needed
• Key benefits:– Automate campaign execution,
multi contact strategies, phone rotation
– Dynamically move records between campaigns and channels
– Increase contact rates and customer satisfaction with intelligent recall and channel targeting strategies
– Compliance across channels
OnQ Real-Time Control
• Move records between campaigns to provide a different treatment as needed
• Move records based on individual call results, account characteristics and overall call history
Summary – what Unified Communications can do for?
Better Utilisation of
Business ProcessesBetter First
Call resolution
Be More Productive
Better and Faster
Customer Service
Seamless Customer
experience
Connect Collaborate
Copyright © 2014, Noble Systems Corporation. All rights reserved. No part of this document/presentation may be reproduced in any form or by any means without written permission from Noble Systems. Noble Systems, Noble, Composer, and the n-logo are registered trademarks of Noble Systems Corporation. The information presented herein is believed to be accurate at the time of presentation, but is subject to change at any.
Thank you for your attention
For more information:
+27 (0)11.302.1200
www.intuategroup.com
Q&A