vertex | contact plus webinar
DESCRIPTION
Helping you to deliver an enhanced customer experience ContactPlus® is Vertex’s unique quality and service improvement framework that helps us to understand and act upon what’s most important to your customers when they contact customer service. This presentation was part of a recent webinar that Vertex ran. To watch the On Demand version of the webinar visit: http://workcast-email.net/IN/F/wXPwisl5R0mrY04pZM6BpuTRANSCRIPT
Creating an enhanced customer experience
Philip Michell – Consulting Director
Jaime Scott – Head of Global Quality
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Agenda
Overview of Vertex ContactPlus
Overview Framework Leveraging voice of the customer Contact evaluation QSEA 7 Day Call Back metric Performance Plus
How could this work for you?
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We Bring Global Strength and Local Knowledge to Our Business Relationships
(All numbers are on an annual basis)
US & Canada - 18 sites
-2500 Employees India - 2 sites
-500 Employees
UK - 48 sites
-6000 Employees
Australia - 2 sites
-1000 Employees
Key Facts & Figures
UK heritage - Largest Customer Management service provider serving 1 in 3 UK consumers
Top 20 BPO provider globally - Datamonitor
Serves 45 million consumers globally
~9,000 employees and ~$750 million in annual revenues
Privately owned by US interests since 2007
Led by blue chip executive team – more than 200 years of top technology, consulting and Fortune 500 company experience
Access to capacity in:• South Africa• Latin America • Philippines• China
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Our Passion: Front Office & Back Office Processes with Clear Potential for Impact on Performance
We improve and operate these front and back office processes…
Customer Interaction Phone, e-mail, web including content
management, SMS, mail
Customer Transaction Processing Bill and correspondence print, payment
processing, CRM/CIS platforms, ticketing, sector specific processes
Customer Workflow Management Integrated, multi-channel problem
resolution, product admin, ins claims, refunds & returns, debt collection
Customer Analytics Database Marketing, propensity (e.g. to
buy) analysis
Revenue Generation Campaign management, sales thru
service, retention & win back
…with these skills and capabilities…
Consulting & Transformation
BPO & Customer Management Solutions
IT Applications, Services & Products
…targeting opportunities to deliver better…
Brand experience
Sales performance
Client loyalty and retention
Business efficiency
Channel optimization
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We have a broad client portfolio and stand behind a range of leading brands
Consumer-Related Sectors
Customer lifecycle management for blue chip clients & global
brands.
Helping clients win, develop & retain
customers via contact strategies, channel
development, consulting & technology solutions.
Public Sector
Some of the largest Local Government contracts
ever let - $700M+ contracts
Strategic service partnerships, delivering transformational change
to culture, systems, services and processes.
Utilities Sector
#1 utility outsourcer in North America.
Integrated utility industry customer
management & billing solutions, delivering
reduced costs to serve & improved collections
and customer service.
Financial Services
Market leading End-to-End BPO/CMO propositions in
Mortgages, Life & Protection, Insurance, Savings & Investments
and Credit Card.
Customer lifecycle management delivering
cost efficiency & revenue generation.
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So how do we create enhanced customer experiences? Focus on First Contact Resolution (FCR) to result in
Increased quality Reduced cost Enhance customer & staff satisfaction Improved revenue & customer loyalty
ContactPlus® is Vertex’s collective toolset to drive FCR through effective:
Contact Assessment Contact Calibration Agent Coaching
So what does it look like?
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ContactPlus®
Creating an enhanced customer experience
The Tool
A customer-focused quality & service improvement framework that enables Vertex to understand & act upon what's most important to your customers.
The Process
Measure, target and coach agent behaviours & skills to match & exceed customer expectations.
Use customer insight & staff feedback to drive customer-focused strategic change & operational improvements.
Client Benefits
Deliver revenue & efficiency objectives
Seize the opportunity to implement a differentiated service proposition focused on an enhanced customer experience.
®
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Modular Framework, Tailored SolutionsEach solution is tailored to your specific business & industry requirements
Applied in a wide range of industries
Telecoms, utilities, retail, & local government.
Financial Services - Aligned to TCF.
Totally Flexible
Can operate alongside your existing call recording & playback system.
Supports quality and performance coaching for back-office activities as well as calls
Modular Solutions
Choose from any one module, or combine together to create a totally tailored solution
Maximising Customer Loyalty & Treating Customers Fairly (TCF)
Delivering Revenue & Efficiency Objectives
®
Agent Coaching
Contact Evaluation
Monitoring &
Reporting
7DCBTM
First Contact Resolution
Voice of the
Customer
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Customer Surveyfocused on the
customer’s view of how the agent
handled the call
Survey focused on care, knowledge & agent-controlled
call outcomes
MOMENTS OF TRUTHWhich aspects of the call have the biggest impact on overall satisfaction?A
NA
LYS
IS
Focus attentionon these line items
& the bottom quartile performing agents
Which line items in the quality form correlate
most strongly with these moments of truthA
NA
LYS
IS
Focus attentionon these moments of truth
PROCESS & POLICY
Survey tailored to contact types,
customer outcomes & process-specific
moments of truth
Customer Surveyfocused on the
customer’s view of process
Key Touch-pointsWeb, phone, IVR,
chat, mobile
Voice of the CustomerFocusing improvement on the things that are most important to customers
PERFORMANCE MANAGEMENT, AGENT
COACHING & DEVELOPMENT
PROCESS IMPROVEMENT
What is the root cause of contacts, repeats,
process-driven customer dissatisfaction & failure
to convert?AN
ALY
SIS
AGENT PERFORMANCE
CU
STO
MER
EX
PER
IEN
CE
®
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Contact EvaluationMeasuring the right things, setting clear expectations & focusing effort
A robust quality evaluation framework adheres to three core principles
®
Measure the things that are most important to customers
Define the expected standard & offer opportunities to exceed expectations
Avoid the tick-box mentality & balance efficiency with effectiveness
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Monitoring & ReportingEfficient quality monitoring with concise, intuitive reporting & analysis
The System
Easy-to-use browser-based application for monitoring, analysing and improving agent quality performance.
Key Functionality
Reporting, assessment and analysis tools designed to enhance agent contact skills and increase customer satisfaction
Customization
Tailored to record, monitor and assess agent quality performance according to the specific client needs and customer satisfaction objectives.
Intuitive Dashboard Contact Assessment
Skills Performance Trend Analysis
®
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7DCB: FCR @ Agent-LevelSupporting agents to maximize first-contact resolution
Agent-driven repeatsUnderstanding how agent skills & behaviours drive repeat contacts
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Focused Analysis & Improvement
Review repeat calls & focus coaching and support where it’s most needed
BenefitsUp to a 10% improvement in FCR
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Agent CoachingDriving a more collaborative, engaging & empowered coaching process
Step 1Schedule the Session
®
Step 2Calibrate a Call
Step 3Coach Performance
Step 4Check Outcomes
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How could this work for you?
Considering outsourcing? But you don’t need to!
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Any Questions?
Contact Details:
Philip Michell – Consulting Director Tel: +44 7824 322157 [email protected]
Jaime Scott – Head of Global Quality Tel: +44 7795 608676 [email protected]