Technological Innovation Driven by Winning Partnerships: Bankserv Africa

27
Technological Innovation Driven by Winning Partnerships Call Centre Management Group 29 August 2014

description

CCMG After Forever Conference Day 2, Solutions Stream 12:00 - Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Transcript of Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 1: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Technological Innovation Driven by Winning Partnerships

Call Centre Management Group

29 August 2014

Page 2: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 2

Agenda

• Who are we

• What we are presenting

• The challenge

• The approach

• The statistics pre solution

• The solution

• The statistics post solution

• Summary and way forward

Page 3: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 3

BankservAfrica Integrated Services

Page 4: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 4

BankservAfrica Integrated Services Overview

• Vision – to be the benchmark of the contact centre industry

• Wholly owned subsidiary of BankservAfrica

• Manage 700 seats in Randburg

• Capacity to grow to 1 200 seats

• Strong corporate governance

• Strong focus on customer service

• Innovation drives the organisation

Page 5: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 5

What are we presenting

Page 6: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 6

What are we presenting

• Integrated dialer solution

• Involves:

• SMS

• Talking Tech

• Voice

• MMS

• Links several systems

• Reduces costs and improves results

Page 7: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 7

The challenge

Page 8: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 8

The challenge

• Burning data

• Low returns on investment

• Poor brand image

• Low staff morale

• Treating everybody the same

Page 9: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 9

The approach

Page 10: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 10

The approach

• Followed a typical client life cycle

• Had the normal problems

• Generated results beyond expectations

• Example of what can happen when you collaborate

• It is fun

Page 11: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 11

The statistics pre system

Page 12: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 12

The statistics pre system

PTR

Debit balances

Cost to retain

Total deposits

Pre system

29%

Not measured

R195

R4.2 million

Page 13: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 13

The solution

Page 14: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 14

The solution

• Segmented the data• Created a treatment plan per segment• Linked the systems so they operate as one• Automated all the processes to reduce human intervention

and save time

John Garde – Principal consultant at Principa

“This model has never been implemented in

SA before.”

Page 15: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 15

The solution

Treatment plan per segment

High

Phase 1

Phase 2

Phase 3

Phase 4

Everyday Transactor Plus

MzanziDesign

Phone

SMS

T - Tech

MMS

SMS

T - Tech

MMS

SMS

T - Tech

SMS

Phone

MMS

MMS

Phone

SMS

T - Tech

Page 16: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 16

The solution

Many systems operating independently

CIC telephony system

Debtors management system (LAW)

CRM data base

Talking Tech

SMS

MMS

Page 17: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 17

The solution

Created a single interface CIC telephony system

Debtors management system (LAW)

CRM data base

Talking Tech

SMS

MMS

Page 18: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 18

Basic call flows across all systemsBasic Workflow

LAW CRM Interaction dialer administrator Interaction dialer Agent

Provide Leads Data Import leads data

Extract leads data with GUID

Import leads data to contact list

Start

Pops HTML scripter page

Pop leads screen

Do sales / retention script

Wrap up call on CRM using drop

down

Wrap up call on HTML scripter page

using drop down

Selects NextStart next call

Store wrap up details

Close CRM screen

Store wrap up details

Page 19: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 19

The statistics post system

PTR

Debit balance

Cost to retain

Total deposits

Pre system

29%

Not measured

R195

R4.2 million

Post system

47%

R5.1 million

R137

R566 million

Improvement

62%

N/A

29.7%

R562 million

No cost to the client

Page 20: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 20

Success factors

Page 21: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 21

R566 million total deposits

R5.1 million debit balances collected

57 158 customers retained

R137 average cost to retain

Page 22: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 22

99.9% uptime

Out performed the business case by 200%

Positive impact on the balance sheet

True partnership

Page 23: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 23

Created employment

Improved customer experience

Enhanced the branch processes

Provided valuable MIS

Page 24: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 24

Created a mobile app

Page 25: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 25

The way forward

Page 26: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 26

The way forward

• Keep adjusting the segmentation model

• White label the solution for other clients

• Continue innovating

• Continue adding value and enabling our clients’ success

• Working other campaigns

• Transition back into the clients’ call centre

• Create more employment

• Have more fun

Page 27: Technological Innovation Driven by Winning Partnerships: Bankserv Africa

Page 27

Questions