what are 99% of your customers hiding from you? find out with cloud-based speech analytics
TRANSCRIPT
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
Today’s Presenters
Eric TamblynVP Global Innovations, Genesys
Brian BischoffVP Sales, Global Cloud Solutions, Genesys
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
Great CX Matters!
•In a recent poll from Forrester: 93% of respondents say that the customer experience is among their companies’ strategy priorities
•Customers are more than willing to pay more if they are met with a superior customer, up to 20% more!
•Companies with a focus on CX:
• Improve revenue growth by 10-15%
• Increase customer Satisfaction by 20%
• Lower cost to service by 15-20%
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
• Infrastructure management, integration, and updates of legacy best of breed solutions
• Recognized backlog of applications driving value for the LOB
• Increased focus on reliability, security and business continuity
• Need to maintain pace with rapidly changing customer preferences to improve CX
Challenges Facing Today’s BusinessesWhy The Cloud Makes Sense
Fast forward 2 years and we are not Discussing “why cloud”
Our topic is “how cloud”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
•Less then 1% of all recorded contact center calls are monitored
•30% of monitored calls are scored incorrectly
•Current QM strategies may miss:
Compliance
Sales/revenue conversation opportunities
Fraud
Continuous Skills Monitoring
Actionable Analytics
How can you improve what you can’t measure?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6
Your Company
Your Customer
{per year}75,000 Tweets50,000 Mentions10,000 Complaints15,000,000 Calls250,000 Emails180,000 Chats
Unveiling your Customer Conversations
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7
Customer Care
Workforce Optimization
(WFO)
Improve Agent Efficiency
Increase Sales Opportunities
Reduce Customer Churn
Act on Customer Feedback
Minimize Litigation Risk
Opportunities Are Hidden in Conversations
Your Company
Your Customer
Contact Center
Manager
Supervisor
Customer Service
Rep
VPCustomer
Care
VPMarketing
VPProductMgmt.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8
Traditional Quality Management
Historical Reports Customer Surveys
Random Sampling
CallRecordings
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
Conversation Processing
Conversation Analytics
CallRecordings
Workforce Optimization Driven by Analytics
Workforce Optimization
ConversationUnderstanding
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Three Approaches to Speech Analytics
book morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please hold
good morning. how may i help you. i have a billing question. may i speak to asupervisor. sure i am transferring you.
Phonetics
Speech-to-Text (LVCSR)
Speech-to-PhraseRecognition by
Genesys™
g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n
how may I help youhow may I help you I have a billing question
how may I help you I have a billing question May I speak to a supervisor
how may I help you I have a billing question May I speak to a supervisor I am transferring you
The “Truth”(what was actually said during the conversation)
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11
Search
Discovery
Categorization
Three Main Use Cases
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12
Speechto Text
Search
managerRecorded Conversations
Text Analytics
Your Company
Your Customer
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Automatic Discovery
I got the new phone model…it seems to be dropping calls frequently…I upgraded my account to a family plan because of the recent promotion on the family plan……..
I’m having trouble with my phone….the data service works fine but my new phone seems to drop calls…you guys should have thought of that sooner
I just recently bought the newest phone model…..the video camera is great…the internet service has been spotty…my new phone has been dropping a lot of calls…
Movers and Shakers
Term Percent Change
new phone dropping calls
one month free
they’re overcharging me
recent tv advertisement
broken product in mail
cancel my account
trouble with form on website
376.1%
25.8%
5.8%
-8.6%
-18.6%
-21.3%
-23.5%
Discovery Analytics
Speechto Text
Recorded Conversations
Text Analytics
Your Company
Your Customer
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14
Categorization
• Customer Dissatisfaction
• Contact Reason
• Where’s My Stuff?
• Billing Issue
• Etc…..
Topic Mapped Phrases
• I’m very upset
• This is ridiculous!
• That is poor customer service
Customer Dissatisfaction
Where’s My Stuff?• I haven’t received this shipment
• I should’ve received yesterday
• Where’s my order?
Billing Issue• I have a question about my bill
• Why am I being charged for….
• You’re overcharging me
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15
Goal: Increase Sales Conversion
• Validate Sales Process
• Identify important skills in closing sales
• Understand nuances of skill usage
• Identify who is using skills, who isn’t
• Measure skill usage improvement after training
Customer Success Story
Decision Process
Why Speech Analysis?
• Needed a cost effective solution to access the voice of the customer
Selection Criteria
• Accurate and Complete
• Intuitive
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Key differentiators to sales conversion
Even top performers are not good at discussing benefits
0% 5% 10% 15% 20% 25% 30%
Asking for an Application
Exhibiting Courtesy
Open Probes: Competition
Discussion of Benefits
Building Customer's Ego
Open Probes: Customer Needs
Educating the Customer
Building Rapport
Bottom Agents
Top Agents
Top and Bottom Agents: Skill Usage Comparison
Validate Sales Process and Key Skills
No significant impact on
sales conversion
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17
• Precise agent scoring for each key skill• Targeted coaching and role-plays
0%
5%
10%
15%
20%
Agent1 Agent3 Agent5 Agent7 Agent9 Agent11 Agent13
17.0%
6.8%
14.7%
8.7%
13.4%
8.3%9.9%
8.3% 9.4%
13.8%
8.6%6.9%
9.2%
Building Rapport
Targeted Evaluation and Coaching
% ofCalls
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18
• Learning impact measurement• New agent evaluation for advancement• Ongoing agent development
15.30%
17.80%
21.60%
12%
14%
16%
18%
20%
22%
24%
Q1 Q2 Q3
Ap
plic
atio
n t
o C
all R
atio
Fiscal Quarter
Application to Call Ratio (Sales Conversion Rate)
Targeted Evaluation and Coaching Drive Gains
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.19
Proven Results
Solution
• Deployed in 8 business units
• Identified which critical skills had the highest impact on sales conversion rate
• Analyzed importance of frequency, timing and order of skill usage
Benefits
• Modified training program to focus on critical sales skills
• Used Speech Analytics to confirm when new hires were ready to take customer calls
• Increased sales conversion 41% (15.3% → 21.6%)
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.21
Customer Success Story
“Before implementing Speech Analytics, 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
Company Background
Global Service Provider of:
• Human Resources
• Payroll
• Benefits
• Payment Solutions
Challenges
• 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
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How Many Repeat Calls Occur?
• Data from case tracking system integrated with calls in Speech Analytics Data Mart 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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.23
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.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.24
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.25
Proven Results
“Speech Analytics and analytics-driven Coaching 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
• Determines FCR by call type
• Identifies system drivers of repeat calls
• Identifies agent behaviors that can reduce repeat calls
Results
• 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 pilot group, and by 18% throughout their entire Customer Care organization!
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.26
Conversation Processing
Conversation Analytics
Event Detection
Phrase 1 into the
So does so Phrase 2
CallRecordings
Auto-Triggered
Analytics Driven Workflows
Training
Work Items
Escalations
Outbound
PLAN
TRAIN
DISTRIBUTE
MONITOR & ADAPT
Workforce Optimization
SMS/email
Routing
CRM
Mobile
Chat
Survey
Outbound Calling
Agent Pop-Up Screen
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.27
Summary of Benefits
Continuous Workforce Optimization Approach
Patented Speech to Phrase Recognition
Highest Reliability: Detection and Precision
Crucial for automatic workflows, compliance, WFO, VOC
Recording agnostic/open architecture
Analytics Driven Workflows
Maximize KPI improvements and Return on Investment
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.28
Cloud
Genesys Cloud
Carrier
Customer Premise
Options of deploying beyond your location: “to the Cloud”
Customer Premise
Hybrid Cloud
Genesys Cloud
Carrier
• Zero footprint Deployment
• Mix on Premises and Cloud
Speech Analytics “in the cloud”
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