what can help cc managers cut costs raise revenues & improve customer service experience all at...
DESCRIPTION
If 85% of all customers are disatisfied with their phone experiences with companies, how do you ensure you're not part of this majority? The 2011 KC Call Center EXPO, in combination with OpenMethods, broached and answered this question. By focusing on the customer and their experience, by truly tuning into the voice of your customer, the payoff becomes more than tangible! Check out this terrific presentation from the 2011 KC Call Center EXPO for more...TRANSCRIPT
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© OpenMethods, LLC. 2003-2010
What can help Contact Center Managers cut costs?
Tim Barnes, CTO OpenMethods
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Customers Have the Power!
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Three Experiences REALLY Matter
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87% Will stop doing business with organization after
a bad experience
#1 Reason to recommend a company:
Outstanding service (not price
or product quality)
Source: Harris Interactive
Survey 2008
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© OpenMethods, LLC
92% of All Customer
Interactions Happen
via the Phone
Source: Gartner
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© OpenMethod
85% of Consumers Are
Dissatisfied with Their
Phone Experience
Source: Harris Interactive
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© OpenMethods, LLC. 2003-2010
Exciting, New, Breakthrough Technology
http://www.youtube.com/watch?v=KUnCGQ7k0xo
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Applications are what customers “experience”.
Building great applications takes unique resources, time and money.
Applications should be easily customized and reusable.
Applications cannot be created in a development silo, input is required from non-technical stakeholders.
© 2009 RightNow Technologies, Inc. © OpenMethod
s, LLC
60% Higher Profits
than Competitors
2X as Likely to Exceed
Financial Analyst Expectations
10% to 25% Greater
Impact on Customer Loyalty and Revenue
Than Sales or Marketing Initiatives
Enhanced Customer
Experience Increase
d Brand
Loyalty
Growth In
Revenues
Higher Profitability
Focus On Customer
Experience Drives:
Source: Gartner
Enhanced Customer
Experience
Source: Gartner, Shaw & Ivens
The Payoff is Tangible
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IVR System: “Welcome to Acme Rewards.”
System: “For new orders press 1. To check the status of an order press 2. To check your rewards balance press 3. To change your personal information press 4.”
User: DTMF 4
System: “To change your shipping address press 1. To change your password press 2.”
User: DTMF 2
System proceeds to password reset module.
Speech System: “Welcome to Acme Rewards. How can we help you today?”
User: “I’d like to change my password.”
System proceeds to password reset module.
Sample Dialog Analysis
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Track call completions
within IVR system today
Calculate cost per call
Estimate increase in
automation with speech
Base ROI on % of
transactions successfully
automated compared
with current state
Calculate an ROI
No. of calls 50,000
Cost calls @
$6/call
$300,000
% automated 20%
Cost self-
serve $0.25*
$2,500
Savings $52,500
Building a Business Case
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© OpenMethods, LLC. 2003-2010
My customers do not like IVR/speech and or will not adapt
to change!
http://www.youtube.com/watch?v=PuYPOC-gCGA
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© OpenMethods, LLC. 2003-2010
Key Strategies for Driving Self-Service
Transparency
Feedback
Partial Call Completion
Speech
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© OpenMethods, LLC. 2003-2010