Top 10 ways to maximize productivity with Multi Channel Communications. 28th August 2014

INTUATE GROUPCORPORATE OVERVIEW

Company Information

EST. 2000

Privately Owned

South African

Bryanston Cape Town

Durban

150 + Experienced Professionals

Specialised Integrated IT

Solutions

Offerings

Integrated Contact Centre

Business Intelligence

Cloud and Hosting

Data Centre

Solutions

Project Management

Managed Services

Server Offerings

High Availability

Data Centre Blades

Fault Tolerance

Virtualisation

Storage Offerings

Enterprise Backup

Mid-Tier Niche

Call Centre Offerings

Business Process Optimisation.

Workforce management,Campaign etc

Unified Communications

Diallers, Recorders, ACD

etc

Data AnalyticsSpeech analytics,

Compliance.Business

Intelligence

PCICompliance

Steven Spratt

Business Development Director, Noble Systems EMEA

Leading provider of Contact Centre Solutions

Over 25 years experience working in the Contact Centre Industry on both

customer & vendors sides.

Introductions

Company Overview

Founded 1985

WW HQ in Atlanta, USA

African Partner Intuate

No.1 O/B in UK & US

4,000+ Customers

400 staff50 in EMEA

6 African countries

Tier 1, Top 10 Provider

Premise, Cloud or Hybrid Solution suite

Disaster Recovery | Business Contingency | Extended/Elastic Capacity

HybridHybridHybrid

HybridHybrid

What do we mean by Multi Channel?

What is multi-channel?

Page 23

All disparate, minimal connectivity resulting in:• Productivity losses• Higher costs• Poor management information• Dissatisfied customers / Bad PR• Missed collections targets• Low RPC

Silo Inbound

calls Silo Manual

dials / diallers

Silo Email

Silo Multiple

agent apps

Silo Reporting

Evolution of Contact Centres - Yesterday

Silo

SMS, IVM and Email

Unified

Agent

Email / social media

Call Back

SMS

IB/OB Voice

Automation/ IVM

Reporting

Unified Desktop

Fully integrated, resulting in:

• Productive agents• Cost reduction• Less chance of bad PR• Happier agents• Achieved Collections/sales

targets / High RPC• Compliant

Hosted and/or Premise based

Evolution of Contact Centres - Today

What are the most popular contact methods used by

our customers?

Source : ContactBabel 2013

Email, voice and IVR =

90%

How is this likely to change in the coming 12 months?

Source : ContactBabel 2013Web Chat, SMS and App

increase

Surveys show 70% of customers prefer voice as primary Contact media

Ensure traditional Voice is as good as ever

Multimedia should improve the customer experience

Don’t force your customers to use

multimedia

Measure Your Improvements

Train Agents

See better Results

See Where improvements are required

Organise customer interactions don’t add confusion

Don’t Abandon Voice

Give the choice to the customer

‘Some people prefer to be contacted in different ways’Call My Mobile

Email MeText me

Who integrates or plans to integrate Social Media &

who should own it?

Source : ContactBabel 2013

Social Media?

SMS

Anyone using Social Media in Collections?

• Manage risk – once its out, its out• Special type of agent• What activities can the call centre agent handle

• Offer the customer choice, but what sort of transactions will be handled

• Assess technologies available

Considerations

Multi Channel Blending to the agent

“A call centre that allows agents to handle multi channels of communication, such as make and receive calls, email, Social Media as demand and strategy dictate”

Contact Centre Blending

Multi Channel Communication Flow

Contact centre “A”

Contact centre “B”CRM

CC Platform

Email

Social

SMS

Voice

• Improved Agent Productivity between 20-30%

• By increasing work types, when inbound voice is quiet, agents can make calls or handle other work like emails etc

Benefit

• Can agents cope with multi channels?• Outbound agents can often cope with inbound, but vice versa?

• Do all agents need to be blended? Cost versus benefit?

• Productivity drop on outbound predictive campaigns.

• Ensure technology can balance workload based on priorities

Considerations

Web Chat - What is the optimum number of sessions per agent?

Source : Contact Centre Helper 2013

Up to 5 = >90%

What’s the average number of applications

used by an agent on a call?

Unify Agent Desktop to gain benefits

Source : ContactBabel 2013

Wrap Time takes approximately 12.5% of an agent’s time

Unify Agent Desktop to gain benefits

• Reduced AHT by 20-30%• Increased agent productivity up to10%• Increased up-sell / cross-sell

opportunities• Reduced training costs• Better customer service – data available

at the right time to agent

Benefits

Introduce Call-Backs

Leave me on hold too long: 40%

Most annoying aspects of Call Centres

Call Centre Stats

11 ½

Minutes

Average length that people believe they wait in a contact centre queue is almost:

Call Centre Stats

Real-Time Call Backs

• Improve customer experience – customer retention

• Reduce abandoned calls – increasing revenues

• Provide choice to your customer

Impact of Call-Backs

Time (08:00 to 18:00)

Ca

lls

Calls offered Calls answered Abandoned

Time (08:00 to 18:00)

Ca

lls

Calls answered QB Call-backs Calls answered with QB

Call BlendingStandard Call Delivery

Calls OfferedAgent productivity with Inbound & Call Back SolutionAgent productivity with Full Blended Agent

Web Call Back

Phone Numbers Email Contact Boxes Address

Now you can alsoadd Web Call-Back

• Approx 10% increase in inbound agent productivity – idle time used to make call-backs and outbound calls

• Improve SLAs - reduce call abandonment rates

• Handle 10% more calls with same staff or handle same calls with less staff.

• Increased customer satisfaction / retention

Benefits

Why introduce multi channel WFM?

Source : Contact Centre Helper 2013

Up to 5 = >90%

Multi-Channel Forecasting

• Ensure Holistic schedule across all channels

• Maximise Email and outbound scheduling maximises inbound SLA

• Not all tools are equal - outbound Scheduling on Sale, RPC etc

• Smoothing with call-backs

Introduce SMS

• Personalised

• Event driven

• Bi-directional

Multi Channel Customer Contact - SMS

• On disposition

• Batch Campaigns

• Pro-active contact

Inbound SMS - Agent Experience

• Compliment your inbound and outbound voice campaigns with SMS

• Drive inbound contract• Automatic throttle based on agent

utilisation• Batch campaigns on ‘non contactable’

customers• Personalised reminders and confirmations

Benefits

Introduce IVR & IVM Channels

• Message Blasting

• Personalised to customer – name, values etc

• Self Service

• Automated Payments

• Reduce Calls

• Pro-active messaging

Interactive Voice Response or Messaging

• Compliment your inbound and outbound agent campaigns with IVR/IVM

• Drive inbound contract with IVM• Automatic throttle based on agent

utilisation• Batch campaigns on ‘non contactable’

customers – low value customers• Personalised reminders and confirmations

Benefits

Multi Channel Interaction Analytics

Analyse across all channels

• Understand why your customers contact you

• Link business process issues from customer contact

• Reduce repeat contact• Improve agent

behaviour / training• Stay compliant

Reporting and Analysis Early Discovery Word Cloud

Page 72 © 2013 Nexidia, Inc.

Multi Channel Analytics

“I’ve had to call back several times and my internet service is still not working. I want this fixed today.”

call back

servicetoday

Page 73

Reporting and Analysis - Agent Scorecard

Page 74 © 2013 Nexidia, Inc.

Reporting and Analysis - Executive Dashboard

Sites

Randberg

Sandton

CapeTown

Durban

Port Elizabeth

Multi Channel Categorisation

Page 76

• Holistic view of customer channels

• 100% multi channel categorisation.

• Multi categorisation of activity – not reliant on agents

• Reliable, empirical data

Multi Channel Outbound Data Analytics

Benefits Delivered

Improve sales & contacts by 15-25%

Decrease list penetration by 35%

€

£

Multi Channel Campaign Management - OnQ

• OnQ sits upstream from contact channels and delivers calling list records in small batches as they are needed

• Key benefits:– Automate campaign execution,

multi contact strategies, phone rotation

– Dynamically move records between campaigns and channels

– Increase contact rates and customer satisfaction with intelligent recall and channel targeting strategies

– Compliance across channels

OnQ Real-Time Control

• Move records between campaigns to provide a different treatment as needed

• Move records based on individual call results, account characteristics and overall call history

Summary – what Unified Communications can do for?

Better Utilisation of

Business ProcessesBetter First

Call resolution

Be More Productive

Better and Faster

Customer Service

Seamless Customer

experience

Connect Collaborate

Copyright © 2014, Noble Systems Corporation. All rights reserved. No part of this document/presentation may be reproduced in any form or by any means without written permission from Noble Systems. Noble Systems, Noble, Composer, and the n-logo are registered trademarks of Noble Systems Corporation. The information presented herein is believed to be accurate at the time of presentation, but is subject to change at any.

Thank you for your attention

For more information:

+27 (0)11.302.1200

info@intuategroup.com

www.intuategroup.com

Q&A