Customer Respond, Recover, Thrive Support · Raid Response Customer Support Resolution Ramp Down...

© 2020 Deloitte LLP. All rights reserved.

Respond, Recover, ThriveChannel Islands Advisory digital

transformation webinar series26 May 2020

Customer Support

1© 2020 Deloitte LLP. All rights reserved.

Contents

01

03

02

Introduction

• Introducing your team today

• Recover and Thrive through digital transformation

Q&A

Main Presentation

• Customer Support

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Introduction


Our digitally themed webinars focus on Recovery as a journey highlighting how having a clear digital strategy in place is more important than ever

1 – Understand the Required

Mindset Shift

3 – Embed Trust as the

Catalyst to Recovery

2 – Identify and Navigate

the Uncertainties and

Implications

4 – Define the Destination, and

Launch Recover Playbook

OUR WEBINARS SUPPORT FIVE IMPERATIVES WITHIN “RECOVER” TO GUIDE THE BUSINESS FROM “RESPOND” TO “THRIVE”

R E C O V E R

R E S P O N D

T H R I V E

3

Future of Work

Understanding RPA, Cognitive &

Intelligent Documentation RPA – scaling and digital roadmap

CBS – Building digital workflows

5 – Learn From Others’ Successes

Cyber Response

Intelligence Services

Customer Support

Future of Work

True Voice

R E S I L I E N T L E A D E R S H I P : B U S I N E S S R E C O V E R Y F R O M C O V I D - 1 9


Shaping the Future through Digital Business

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Customer Support

88© 2020 Deloitte LLP. All rights reserved. 8

Agenda

COVID-19 – customer support trends and challenges

A Case Study

Rapid Response Customer Support – some context

Operational Challenges, Considerations and Preparation


Rapid Response Customer Support – some context

10© 2020 Deloitte LLP. All rights reserved. 10© 2020 Deloitte LLP. All rights reserved.

What type of events can drive a spike in customer contactSome examples

System migration

IT outage

Value change of financial products

Complains/ Claims

Data breach

Pandemic

Legal regulatory

Businesses in distress

• Do you have the capacity & infrastructure in place to manage a huge surge in customer calls or emails?

• Can you respond in a timely manner — fast?

• Do you have the geographical reach & channels?

• Can you operate in multiple languages? Who do you have standing by ready to help?


The importance of supporting your customers in a crisis…

• Developing strong working relationships during the first

quarter with key personnel on the Lender teams

• Transitioning by the end of the first quarter to a dedicated

‘Relationship Manager’ per lender as the first port of call

where human interaction is required

• Lender to BBB – relationship manager as first line of escalation

and vice-versa to agreed liaison individual at lender

• Confirmed senior escalation point at Lender for any major issues

• Early agreement on escalation structure within

the BBB and at Deloitte to support resolution

of time-critical or high-risk issues

Speed of Recovery and Transformation

Your ability to recover and thrive quickly

and effectively is dependent on your

initial customer response.

Reputation

Your reputation is only

as good as your ability

to support in the event

of an incident

Access to services

Customers still need access to

your services.

Often the need is more

pressing.

Customer Support

• Banking / FS

• Healthcare

• Telecoms

• Public Services

• Retail

• Market reputation

• Employees

• Maintaining customers

• Returning to BAU

• Remediation

• Complaints / claims

• Ongoing cost

• Length of response

• Ability to transform / grow for adversity

• Grow customer base

• Preparation for next incident


COVID-19 – how trends have shifted


Britain’s call centres are

overwhelmed and

overhauling how they work

Chaos as Three Mobile

call centres shut down

due to coronavirus

Phone lines jammed with

customers calling to request

coronavirus mortgage holidays

Loss of Indian call centres piles pressure on to banks



Customer Support in a Crisis

A typical response curve

Business day 1 Week 2 Week 3 Week 4 Month 1-2 Month 2+

Critical customer facing incident response period Transition

Time

Acti

vit

y

Rapid Response Customer Support

Ramp down and service transition

Additional long term support as required


Challenges of responding to a crisisLockdown Challenges

Define and deliver the ‘new normal’ whilst dealing with lockdown cycles and spikes in customer contact

Sources: Multi-surge scenario taken from modelling by Imperial College, Deloitte analysisNote: Position of countries on the curve are based on daily confirmed cases (7 day rolling average, as of 07 April 2020) on https://www.ft.com/coronavirus-latest

~ 4-6 months ‘Lockdown’ Vaccine availabilityPotentially 9+ months of ”adaptive triggering of suppression tactics”

Respond

Recover and ThriveInitial epidemic peak response

Time

Recover & ThriveDefine& Plan

Cyclical surge in demand

Call V

olu

me /

Effort

Required

Example Support

Operational Clear Up

Tech Transformation

Process/supply chain Redesign

Automation Engagement

Execute

https://www.ft.com/coronavirus-latest


Challenges of responding to a crisisLockdown Challenges

Remote workforce – Customers need to be responded to, while also continuing your BAU, despite the challenges of having a remote workforce

Customers – In a time of such uncertainty, customers are frustrated and want answers now, without waiting for hours on a phone line

Reputation – Failure to communicate sufficiently with your customers will cause them to lose trust in the organisation

Capacity – If you outsource your call centre operations to countries such as India, how can you still operate normally if they are unable to work remotely?

Scale – Can you scale up your capacity to respond to a surge in calls, when many of your staff may have been furloughed?

Languages – Do your customer contact plans consider you may need to communicate with customers in several languages across different jurisdictions?


A Case Study

18


A Case Study…

COVID-19 – A Financial Services business

Why was there a surge in customers calling?

What made responding so difficult

Complex and

non complex

Lack of Burst

capacity

New C-19

Products /

Services Calls redirected

Lack of

Processes /

Scripts

Lack of

Technical

InfrastructureCrisis Planning

19


Operational Challenges, Considerations and Preparation


Communication

• Postal vs E-mail vs website vs social media etc.

• Notification strategy • Notification messaging and

branding• Standardised FAQs• Notifying internal stakeholders• Impacted customers and all

customers?• Data file transfers to third parties • Notifying vendors, suppliers and

key third parties

Geography

• Call handler languages• Call centre locations• Translation services• Live interpretation services• Jurisdictional laws

Service

• Open hours / days• Support or compensation

offerings• Compensation offered• Dedicated phone line vs

existing support number• Remediation and

complaints handling

People

• Planning• In house vs external

resource• Training• What happens to

business as usual (BAU)?• Authorities to sign off• Shift patterns• Call forecasting and

resource planning• Ramp up and ramp down

plans

Technology

• Scaled telephony platform• Interactive Voice Recording

(IVR) / routing• Call recordings• Workflow / CRM• Chatbot & webchat• E-mail outreach / SMS

Process

• Escalations• Quality Control (QC) and calibration• FAQ improvements post go-live• Internal MI cadence and

stakeholders

Operational Challenges and Considerations…


What factors do you need to consider when planning for a spike in customer contact…

Flexible trained resource

Scalable infrastructure

Guaranteed Service Levels

Access to additional expertise

1st line call agent support for any

incidents

Readiness planning

Mass Customer Outreach

Technology / Case Management System

Large scale contact centre support

Customer outreach

Fully integrated telephony system

Retained call agents

Chat bots / webchat

Managed response

with quality control

Additional areas of possible expertise:

• Complaints/claims

• Remediation

• Intelligence Services

• Technical response

• Crisis Communications

• Data Analytics


How do you capacity plan…

Some factors that influence response rates and capacity planning

• Type of incident – naturally, the severity, publicity and context behind each incident type need to be considered

• Outreach method – the method of customer outreach has a significant impact of the response rate.

• Clarity of communication – adherence or not to the FCA clear communication strategy

• Communications strategy – investment of time into the appropriate strategy can significant impact call volumes

• Wider context

• Publicity – the degree to which the public is aware

• Regulatory requirements

• Analysis of customer base – the social and demographic make up

• Scripting, FAQs and processes – impacts length and complexity of training and call duration

• Escalations


How Deloitte can Support…

Support Additional activities

Quality framework

Transition to complaints /

case mgt

Process

Improvement

Implementation and setup Complaints / Case Management

Operational support functions

Quality assurance

Technical SMEs

MI &Reporting

IT & Tools

Capacity planning

Process improvement

Change & Comms

Facilities & Support

Client OversightFull client control and oversight maintained through strong

governance and regular reporting.

Continuous Improvement Loops | Quality Analysis and

feedback | Process Optimisation

Technical

insight Quality

assurance

Call / Case

handling

Training and on-

going support

Deloitte

Management

Operational Design

Telephony and Infrastructure

set up

Delivery team Onboarding

Supporting

Customers

Quality framework established

Resource Flexibility

Raid Response Customer Support

Resolution

Ramp Down

Efficient Ramp down

Long term

support where required

Our operational support

TechnologyQuality Control

Resources at speed

Infrastructure

• 24/7 incident contact centre

based in the UK

• 6 main operations hubs

across Europe

• Guaranteeing the infrastructure to operate at

scale

• 900+ call agents covering all

major European languages

• Deloitte’s agents live within

24 hours

• Large-scale response in 2–3 business days

• We have strict quality control

and quality assurance frameworks in place which

focus on best customer outcome and root cause

analysis

Access to cutting edge

technology:

• CMS/workflow systems

• Fully-integrated telephony

system

• Chat bots/web chat

Rapid

Response Customer

Support


For further information please contact

Simeon MossDirector, AdvisoryDeloitteEmail: [email protected]: +44 20 7007 6317

Angus BromheadCustomer Breach SupportDeloitteEmail: [email protected]: +44 20 7007 3046

Steve BarreyDirector, Risk AdvisoryDeloitteEmail: [email protected]: +44 20 7007 7971

This publication has been written in general terms and we recommend that you obtain professional advice before acting or refraining from action on any of the contents of this publication. Deloitte LLP accepts no liability for any loss occasioned to any person acting or refraining from action as a result of any material in this publication.

Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 1 New Street Square, London, EC4A 3HQ, United Kingdom.

Deloitte LLP is the United Kingdom affiliate of Deloitte NSE LLP, a member firm of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”). DTTL and each of its member firms are legally separate and independent entities. DTTL and Deloitte NSE LLP do not provide services to clients. Please see www.deloitte.com/about to learn more about our global network of member firms.

© 2020 Deloitte LLP. All rights reserved.

Customer Respond, Recover, Thrive Support · Raid Response Customer Support Resolution Ramp Down...

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