The customer experience factor

Steve O’NeillHead of Global CRM Consulting Practice

The Demand Delta…in customer communications

Demand Delta

Organisations inability to keep up with customer expectations

Rising customer expectations of communication and service…

Digital networked economyTransactions are instant and secure

Technology waves continue to disrupt the economy

Networks are low cost and ubiquitous

Network, not the computer

Ability to connect, not compute

A new networked perspective

Where we were

How we did it

How we did it

What we learnedTo listen to our customers

To put our customers at the heart of everything we do

To empower all of our people to own & resolve customer issues

To ensure that senior management have first hand experience of front-line customer interactions

To recognise this is not a once-and-done initiative, but an ongoing strategy

Applied customer centric metrics

Customer centric metrics

Time to answer

Call abandon rate

Average call handling time

Calls per hour

Customer satisfaction

Utilisation

First contact resolution

Contact outcome

Average value over time

Skill churn rate

Customer dissatisfaction

Metrics used to be all about efficiency, costs and activity

Now they need to be about customer experience & outcomes

Virtually linking Team Trackers

“We chose BT because they listened to us, really

understood our business, and had the global reach and

resource that we were looking for…they could meet our

challenging timescales for implementation.”

Attilio BattagliaChief Executive Officer

Team Trackers

“We chose BT because they listened to us, really understood our business, and had the global reach and resource that we were looking for…they could meet our challenging timescales for implementation.”

Attilio BattagliaChief Executive OfficerTeam Trackers

Virtually linking Team Trackers

Air France/KLM, Europ Assistance joint venture

Single point of contact, 24/7 * 365

Provides multi-lingual baggage and claim management services for major Airlines, customer answered in native language

80% of all call answered within 20 seconds

10% increase in calls answered within 20 seconds

Seamless, full service transferred to Prague contact centre after fire knocked out Madrid centre – in under 20 minutes

Contact centres track lost baggage for stressed travellers

Transforming Continental AirlinesConsolidation into strategic sales operation in Mexico

“After listening to what we wanted, BT approached us with this unique partnering option: they would be responsible for the outsourced call centre, provide the telecoms and manage the overall project”

Kathy MidyettDirector of City Ticket Offices & InternationalReservations, Continental Airlines

Transforming Continental Airlines

Best Place to Work (Fortune Magazine) six consecutive years

Training Magazine’s Top 100 Training Organizations four straight years

Centralized all customer databases allowing reports & tools to have one source of customer information

Streamlined 16 reservation centres across Latin America

Consolidated sales into single site Monterrey, Mexico

Revenues increased by 8%, book to call ratio’s up

Capital and re-occurring costs savings

Consolidation into strategic sales operation in Mexico

In summaryCustomer expectations will continue to increase

Customer oriented infrastructure underpins delivery

Infrastructure costs now make implementation affordable

Possible to enhance customer service & to reduce costs

Your competitors are already doing it

Thank you

Offices worldwide

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© British Telecommunications plc 2006