transforming customer service at avaya

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Transforming Customer Service at AvayaQ1 2014 2013 Avaya Inc. All rights reserved.#We've undertaken a huge effort to automate a lot of our service functions to really provide a new vision for our employees and for our customers around improving the quality and level of competency of the service that we provide our customers. We've done that in a couple of different ways:We've changed the culture. We've changed out some of our leadership. We've installed a lot of Avaya products to help improve the quality and speed of resolution for our customer services out there.

I'll walk you through several of the outcomes that have proved very positive for Avaya, employee satisfaction, customer satisfaction, and the business outcomes such as margin, and reducing expense while improving customer satisfaction.It hasn't been an easy transformation, and it's not something that you can do overnight, but wed like to share our experience over the past year and really dive deep into how we had these great outcomes.Let's first look at why this is important to you. Let's look at the outcomes we have achieved here.

1

In 2012, Avaya Set Out to Transform Our Companys Culture of Customer Service.We strive to drink our own champagne, internally adopting best-of-breedcustomer service practices.Avaya is the undisputed global leader in contact center hardware and software.(30.5% market share*)

30.5%Everyone ElseAvaya*Gartner Inc. Research 2012 2013 Avaya Inc. All rights reserved.#2

Phone call volume fell 48%Self-service requestsare up by 103%Customer satisfaction scores are up 12.9%Our Net Promoter Score is up 60.5%Ticket resolution improved 37%75% of major issues resolved in less than 2 hours83% of online chats resolved in less than 1 hourOur gross margins are up 8.5%39%

$

12Within 12 Months, We Achieved Dramatic Results:

TICKET 2013 Avaya Inc. All rights reserved.#91% of total outages are restored within two hours.3

Avaya KnowledgebaseAvaya Support WebsiteWeb ChatBrowser-Based Interactions

Avaya DiagnosticServerEmergency RecoveryUnderstanding OurCustomersHow Did We Do It?

2013 Avaya Inc. All rights reserved.#

Resolved customer issues are documented in the Avaya Knowledgebase, for use by Avaya customers and engineers.

Avaya Knowledgebase

2013 Avaya Inc. All rights reserved.#@Ash: Library, or articles on the right side.5

We Add or Update More Than 2,500 Articles PerMonth to the Avaya Knowledgebase.Avayas help videos (youtube.com/user/AvayaMentor) have been viewed more than 400,000 times (and counting).

The knowledgebase allows us to solve a problem once, so we can focus on solving new problems. Employees are satisfied when they can work on new technical challenges, rather than answering the same questions over and over.

2013 Avaya Inc. All rights reserved.#Knowledgebase allows us to solve a problem once, so we can solve new problems. Many people can use it. Employees are satisfied when they can work on new things.6

Avaya Maintenance clients type in questions to Ava (the Avaya Virtual Assistant), which is based on Avaya Support Website Web Chat.

This is Ava.Hi, Im Ava.

Told ya she was Ava.Ava the Avaya Virtual Agent

2013 Avaya Inc. All rights reserved.#

Ava provides immediate answers to more than 40% of initial queries.Correct titleAva searches the entire Avaya knowledgebase, as well as other sources for known solutions.Ava is an intelligent, semantic search engine that understands questions posed in conversational English.

40%?

Ava the Avaya Virtual Agent

2013 Avaya Inc. All rights reserved.#

Multi-channel, lightweight, browser-based voice and video, which we use for Web Talk and Web Video.Correct titleHello.

Hello.

Browser-Based Interactions

A: Hello Bob, how can I be of assistance?

B: Im having problems connecting to my Scopia room. Can you suggest what I might be doing wrong here?

A: Hello Mary, I see youre having some difficulty starting a web conference. Im happy to assist you today.

M: Thanks! I just have a few questions about... 2013 Avaya Inc. All rights reserved.#Add video and talking over the browser graphic here.9Or (in the near future) Web Video, powered byAvaya One Touch VideoCorrect titleIf Ava doesnt find a known solution, she will bring a human agent into the conversation via: Web Chat Web Talk

Browser-Based Interactions

2013 Avaya Inc. All rights reserved.#Swarming: We can bring in more than one agent. Bring in agents with different levels of expertise.10For particularly complex issues, Avaya collaboration tools make it easy foragents to pull Avaya engineers into the client conversation, rather than transferring clients between agents.Correct title

+

YESNO

Browser-Based Interactions

2013 Avaya Inc. All rights reserved.#Tie slide 10 and 11 together.11So you dont have to repeat yourself.Correct title

Ava saves a detailed history of the clients issue and any attempted resolutions.

Saving

Browser-Based Interactions

2013 Avaya Inc. All rights reserved.#Customers dont like repeating themselves So you dont have to repeat yourselves.12

High-speed, secure connectivity with our customers systems allow us to diagnose and resolve issues up to 50% faster.Correct title

50%

Avaya Diagnostic Server

2013 Avaya Inc. All rights reserved.#Instead of a lock, maybe a microscope or a magnifying glass.13

Avaya agents leverage a host of Avaya-developed tools to accelerate remote troubleshooting.

Correct titleThe Service Level Agreement Monitor (SLA MonTM) and Secure Access Link eliminate time-consuming investigation by monitoring Avaya systems and providing Avaya agents secure access to client systems.

Avaya Diagnostic Server

2013 Avaya Inc. All rights reserved.#Clarify text on (trademarked term?)14

Fast responses by a dedicated team of experts.Correct title

+

+

+

Emergency Recovery

2013 Avaya Inc. All rights reserved.#15

The Avaya Emergency Recovery Teams goal is to get 85% of outages up and running in two hours or less. We are currently solving 91% of outages in that time.Avaya has cut time to resolution by 37% with innovative approaches to assessing problems. Engineers use outside-in and bottom-up diagnostic methods, which have proven very effective.

Emergency Recovery

91% 2013 Avaya Inc. All rights reserved.#Change the percent change for emergency recovery issue resolution over last year. Tie the top goal with the bottom resolution.

Need to take the title and make it an umbrella

Third bullet is not related to the Emergency Recovery Team.16

Correct titleYoull get personalized service from someone with deep knowledge about your business.

Understanding Our Customers

2013 Avaya Inc. All rights reserved.#This is a program where we can learn about you and help you more, this is not the service, technical engineers doing this. We get to know you better so we can service you better. Voice of the customer, be customer-centric. One of the ways to do that is to adopt customers, pick up information from them, understand what they really need.17

Understanding Our CustomersThe Adopt a Customer program lets Avaya employees gain more in-depth understanding of a clients business.

Understanding our clients environments is an essential ingredient to providing an all-around excellent support experience.

2013 Avaya Inc. All rights reserved.#Take out bullet #2 + #4.

Slides 17 and 18, change the titles to Understanding our Customers.18

Key TakeawaysThe result is better customer support, and better business metrics.

Automation enables employees to focus on the most challenging issues

Employees are more engaged with new problems to solve

Direct labor costs decrease significantly with automation

Frustration declines when employees dont need to solve the same issues over and over

Customer satisfaction goes up because customers get the right answers, sooner

Were measuring the outcomes we want to see, and investing in people, tools and automation to support those outcomes. 2013 Avaya Inc. All rights reserved.#Were measuring the outcomes we want to see, and investing in people, toolsand automation to support those outcomes.

Change the font. Add frills.Bullets 1-3 are around the same idea.

Weve taken an old support paradigm, to where were measuring the outcomes we want to see and investing in people, tools and automation to support those outcomes. Better csat, better business metrics. Were providing better support now.19 2013 Avaya Inc. All rights reserved.#20

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