1 IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY SESSION 1 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact Centers 2 Printed in USA.
2 What Is a Contact Center? Contact Centers Are How Your Company Interacts with Your Customers They can be revenue generating such as an outbound telemarketing center or inbound order-taking line They can be cost centers such as technical support centers or customer-service lines In Either Case, They May Be the Only Face Your Customers Know 3 What Is a Contact Center? Contact Centers Have Evolved from Simple Voice Systems to Multichannel Network-Based Solutions in Less than 30 Years! 1970s 1980s 1990s Beyond Single Side, Nodal ACD Refrigerators Self-Service Applications with Voice Response Units as Part of the Contact Center Data Collected and Presented to Agents with CTI Multisite Routing of Calls with ICM Multichannel Integration of Web and with Voice IP Telephony and Advanced Speech Applications 4 Printed in USA.
3 What Is a Contact Center? Contact Center Evolution Before There Were Contact Centers, There Were PBX Switches which Allowed Customers to Better Manage Their Telephony Infrastructure Domestic Reservations International Reservations PSTN Flight Information Companies Realized They Had Workers Who Did the Same Job Taking the Same Types of Phone Calls All the Time and Grouped Them Into Teams 5 What Is a Contact Center? Contact Center Evolution The Airline Industry Was the First to Recognize the Significant Savings They Could Achieve with Contact Centers Continental Airlines Commissioned the First ACD to Be Designed by Rockwell in 1972 Domestic Reservations International Reservations PSTN Flight Information Many of the Terms We Know Today Came from That Original Development Agents Gates Queues 6 Printed in USA.
4 What Is a Contact Center? Contact Center Evolution In the Early 1980s Interactive Voice Response or VRUs Became Popular to Extend the Workforce to Include Silicon Agents Domestic Reservations Automated Flight Information International Reservations PSTN Customers Can Complete Many of Their Transactions in the IVR and Only Opt Out to Speak to an Agent When They Have a Specific Question 7 What Is a Contact Center? Contact Center Evolution As Companies Added IVR and Prompting to Their Contact Centers, They Needed to Send that Data to the Agent with the Call Callers Would not Need to Be Reinterviewed Again and Again and Again JONES CO775 Hello Mrs. Jones, Your Flight #775 to Miami Is on Time and Arrives at Gate C72 at Noon Today. Domestic Reservations Automated Flight Information ANI= NAME=JONES FLT: CO 775 International Reservations PSTN I m Mrs. Jones, Checking on Flight #775. CTI Applications Began to Appear at the Agent Desktop in the Early 1990s Integrated to Green Screens with Mainframe Data Connections and by the Mid 1990s with More Sophisticated Third-Party Call Control at the Desktop 8 Printed in USA.
5 What Is a Contact Center? As Companies Leveraged the Contact Center for More and More of Their Business Functions, They Added More Centers Interconnecting Them with Expensive Tie Lines across Multiple Vendor Switches and ACD Types Contact Center Evolution 200 Agents 170 Talking 30 Avail Denver, CO Cincinnati, OH 32% 32% 36% PSTN 210 Agents 210 Talking 0 Avail 30 Queued Newark, NJ 85% Utilization 200 Agents 610 Agents 530 Talking 150 Talking 70 Avail 50 Avail 30 Queued 85% Utilization 86% Utilization 9 What Is a Contact Center? Contact Center Evolution Multiple Contact Centers Lead to Duplication of Hardware and Agent Resources Very Expensive Under Used Resources across the Sites This Is Where the ICM Came in 1996 with Prerouting, Increasing Agent Occupancy Across the Virtual Center ICM PG Denver, CO 200 Agents 185 Talking 15 Avail 91% Utilization ICM PG ICM Call Router PSTN Cincinnati, OH ICM PG Newark, NJ 200 Agents 185 Talking 15 Avail 91% Utilization 210 Agents 186 Talking 24 Avail 92% Util. 610 Agents 560 Talking 50 Avail 0 Queued 91% Utilization 10 Printed in USA.
6 What Is a Contact Center? In the Early 2000s the Contact Center Changed to Include Web and Interactions with Universal Queue Interacting with Customers Moved from the Traditional Call Center to a Multichannel Contact Center where Agents Handle Multiple Channels Contact Center Evolution ICM PG Denver, CO 200 Agents 185 Talking 15 Avail 91% Utilization 5 s ICM PG ICM Call Router PSTN Cincinnati, OH ICM PG Internet Newark, NJ 200 Agents 185 Talking 15 Avail 91% Utilization / Web Server 210 Agents 186 Talking 24 Avail 92% Util. 3 Chats 4 Web 610 Agents 560 Talking 50 Avail 0 Queued 91% Utilization 5 E/3 C/4 W 11 What Is a Contact Center? Contact Center Evolution IP Communications Allowed Contact Centers to Use the Power of IP to Locate Their Agents Anywhere and To Bring in New Applications Faster Using Standards-Based Interfaces and Protocols Calls Queue in the Network and Only Are Sent to Agents When They Are Available ICM PG Virtual Agents ICM Call Router PSTN IP-IVRs VoIP WAN ICM PG Internet Denver, CO 200 Agents 185 Talking 15 Avail 91% Utilization 5 s 200 Agents Newark, NJ 185 Talking 15 Avail 91% Utilization / Web Server 210 Agents 186 Talking 24 Avail 92% Util. 3 Chats 4 Web 610 Agents 560 Talking 50 Avail 0 Queued 91% Utilization 5 E/3 C/4 W 12 Printed in USA.
7 TYPES OF CONTACT CENTERS 13 What Is a Contact Center? Contact Centers Designs Are Motivated by Their Type or Purpose in the Organization Objective Staffing Queue Length Self Service Revenue Generating Take Orders More Agents/ Lower Skill Minimize Don t Want to Lose Orders Limited Customers Want Live Agents and Can Up Sell More Cost Center Provide Support Fewer Agents/ Higher Skilled Balanced Customers Will Wait for Support Balanced Self Service and Web Good Tools to Teach Customers 14 Printed in USA.
8 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact Centers 15 Contact Center Terminology and Concepts Concept: Caller Experience Caller experience is how your customers are treated when they use your contact center; many organizations use this concept to shape their customer focused contact center strategy Press 1 for Sales Customer Calls Main Number for Company IVR Prompts Caller for Menu Choices Call Is Routed to an Agent to Answer the Call Call Duration (2 Min., 10 Sec.) Call Treatment (10 Seconds) Agent Talk Time (2 Minutes) 16 Printed in USA.
9 Contact Center Terminology and Concepts Concept: Caller Segmentation Caller segmentation is the process of identifying callers by type then providing different treatment by that type; for example, giving higher priority to premium callers Customer Calls Gold Member Line System Queues Caller at Higher Priority (P=7) Call Is Routed to a Premium Agent (5 Seconds) Customer Calls Customer Service Line System Queues Caller at Higher Priority (P=2) Call Is Routed to Any Customer Service Agent (20 Seconds) 17 Contact Center Terminology and Concepts Concept: Service Level Service level is a measure of how quickly calls are answered by the agents over time and expressed as a percent of calls answered within a target window, for example: 80% of Calls Answered within 20 Seconds Please Hold Customer Calls the Sales Hot Line Call Duration (2 Min., 30 Sec.) No Agents Available, Call Held in Queue Call Treatment (10 Seconds) Agent Becomes Available, Gets Call Agent Talk Time (2 Minutes) Service Level Window 20 Seconds This Call Broke the Service Level 18 Printed in USA.
10 Contact Center Terminology and Concepts Concept: Average Speed of Answer (ASA) Average speed of answer is a measure of how quickly calls are answered by the agents over time and shows how efficient the agents are in the call centers Please Hold Call # Queue Time 10 Seconds 45 Seconds 20 Seconds Talk Time 30 Seconds 120 Seconds 90 Seconds Total 40 Seconds 185 Seconds 110 Seconds ASA: 25 Seconds 19 Contact Center Terminology and Concepts Concept: Average Handle Time (AHT) Average handle time is a measure of how long agents spend on each contact it includes both the talk time with the customer and any wrap up time after the call is over Talk Time Wrap-Up Time Call # Talk Time 30 Seconds 120 Seconds 90 Seconds Wrap-Up Time 10 Seconds 60 Seconds 30 Seconds Total 40 Seconds 180 Seconds 120 Seconds AHT: 113 Seconds 20 Printed in USA.
11 Contact Center Terminology and Concepts Concept: Agent Occupancy Agent occupancy is a measure of how busy agents are handling contacts; it is usually shown as a percentage of their time used actually handling contacts vs. time logged on Available Time Login Time Agent Occupancy Break Time Agent Login Agent Login Time 1 4 H, 30 M 2 6 H, 30 M 3 8 H, 00 M Talk Time Talk Time 3 H, 10 M 3 H, 15 M 5 H, 30 M Wrap-Up Time Agent Break Time Wrap-Up Time Break Time Occupancy 0 H, 15 M 0 H, 15 M 75.93% 1 H, 30 M 1 H, 15 M 73.08% 2 H, 10 M 1 H, 30 M 95.83% 21 Contact Center Terminology and Concepts Concept: Workforce Management Workforce management is the staff planning and forecasting that is done to determine the correct number of agents required to meet the projected call load for a call center; it uses historical metrics like agent occupancy, handle time, wrap up as well as projected call volumes to plan for staffing These Calculations Can Be Automated with Workforce Management Systems that Use Real-Time Data from the Contact Center 22 Printed in USA.
12 Contact Center Terminology and Concepts Concept: Inbound vs. Outbound Inbound contact centers accept calls and contacts from customers the customer initiates the contact Outbound contact centers call the customer directly they initiate the contact with the customer These Contact Types Can Also Be Blended so Agents Can Take Both Inbound and Make Outbound Calls Based upon Activity in the Contact Center 23 Contact Center Terminology and Concepts Concept: Outbound Predictive Dialing Outbound predictive dialing allows contact centers to make multiple outbound calls for each agent because not all outbound calls actually get to a live customer Available Agent Predictive Dialer Busy Signal Call Back Later Ring to Voice Mail Call Back Later Rings to Customer Connect to Agent 24 Printed in USA.
13 Contact Center Terminology and Concepts Concept: Prerouting vs. Post Routing Prerouting is when call-routing decisions are made in the carrier network before they are sent to a contact center PSTN Post routing is when call-routing decisions are made after a call has been terminated in an IVR or at an agent to redirect the call Press 1 for Sales ICM Call Router ICM Call Router Agent at Site #1 State: Not Ready Agent at Site #2: State: Ready Agent at Site #1 State: Not Ready Agent at Site #2: State: Ready 25 Contact Center Terminology and Concepts Concept: Voice Self Service (IVR) Voice self service provides service to your customers with an Interactive Voice Response (IVR) system rather than offering them a live agent to assist them Enter your 16-Digit Account Number and Press # Your Balance Is $ as of Today, June 17 th BAL* ^ ^PMT23.50:DUE QRY*BAL* Printed in USA.
14 Contact Center Terminology and Concepts Concept: Speech-Enabled Self Service Speech-enabled self service provides a higher level of interaction with the caller using an IVR with Automatic Speech Recognition (ASR) and Text to Speech (TTS) Thank You for Calling Helpful Airlines, How Can I Help You Today? Let Me Check Ok, Your Flight 928 from Chicago O Hare Is Delayed until 8:30 PM. I Have an Earlier Flight at 4:55 PM, Would You Like to Try That? Is My Flight Number 928 to London on Time Today? QRY*XX928*STA QRY*ORD^LHR XX928^ORD:SCH18:35: ACT20:30:LHR:SCH XX958^ORD:SCH16:55: ACT16:55:LHR:SCH 27 Contact Center Terminology and Concepts Concept: CTI: Screen Pop CTI: screen pop is computer telephony integration with data about the caller being presented to the agent with the call; this data saves time with the caller, plus can be used to shorten the wrap-up time Enter Your 16-Digit Account Number and Press # Hello Mrs. Jones, Can I Help You Make Your Payment of $23.50? QRY*BAL* Talk Time BAL* ^ ^PMT23.50:DUE081504: JONES,DONNA<MRS> Wrap-Up Time 28 Printed in USA.
15 Contact Center Terminology and Concepts Concept: CTI: Third-Party Call Control CTI: third-party call control is computer telephony integration that allows the agent to use their computer screen to perform common phone functions, like conference and transfer without touching the phone; saves time for the agent and allows them to keep their focus on the computer screen, not the phone Mrs. Jones, How Can I Help You? Can I Talk to a Mortgage Officer? Agent #1 Agent #2 Of Course, Let Me Transfer You Now 29 Contact Center Terminology and Concepts Concept: Management management is the contact routing solution for s from your customers; can have an auto reply to set customer expectation (service level) and tracked to ensure agents reply to customer requests To: Manager Agent #1 Agent #2 Auto Reply Agent #3 30 Printed in USA.
16 Contact Center Terminology and Concepts Concept: Web Contacts: Chat Chat allows the agent and customer carry on a text conversation using their web browser, agents can use standard responses and even have multiple chat sessions at once with multiple customers to be more productive 31 Contact Center Terminology and Concepts Concept: Web Contacts: Web Call Back Web call back is a function you can add to your web site to offer live assistance to users of your web site allowing them to talk to somebody to help them complete an order or find information on your web site 32 Printed in USA.
17 Contact Center Terminology and Concepts Concept: Web Contacts: Cobrowsing Cobrowsing allows the agent and customer to both share the same web page on your web site, allowing the agent to push pages to the customer and help them find items on the web site and place their order directly 33 Contact Center Terminology and Concepts Concept: Universal Queue Universal queue is the blending of multiple contact channels to a group of agents, based upon their ability and skill profile; having one routing engine to apply business rules to the contacts for the organization To: Voice Call Web Chat, Call Back, Browsing Multichannel Routing Universal Queue Agent Pool 34 Printed in USA.
18 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact Centers 35 Call Handling Strategy Call handling strategy is the business rules by which your organization manages your customer contacts; it is driven by several key factors: Type of contact center revenue vs. cost A revenue generating contact center might not send callers to an IVR for self service first before offering the call to an agent the longer a caller has to wait before being able to place an order, the more chance they have to abandon the call Customer Calls Orders Line System Only Prompts for More Information when there Are No Agents 36 Printed in USA.
19 Call Handling Strategy Type of Contact Center Revenue vs. Cost A cost center contact center might have the caller perform their own caller identification in an IVR prompting for a contract number and case number before sending the call to an agent saving the agent time with CTI screen pop data Customer Calls Tech Support System Prompts for Contract/ Case ID and Provides FAQ Help in Queue for Self Service Agent Gets CTI Data with Call 37 Call Handling Strategy Type of Contact , Voice, or Web Web and voice contacts need immediate assistance, can be queued and responded to later when agents are free To: Voice Call Web Chat, Call Back, Browsing P1 = Voice P2 = Web P3 = Multichannel Routing Universal Queue Agent Pool 38 Printed in USA.
20 Call Handling Strategy Type of Contact Voice vs. Web Customers on your web site might be in a better place to be helped than a voice caller who can t get to your FAQ and online documentation links Web Call-Back Request Voice Call P1 = Web Call Back P2 = Voice Call Call Routing Engine Agent Pool 39 Call Handling Strategy Type of Contact Toll-Free or Toll-Based Calls to your company on toll-free numbers cost your business money, even when they sit in queue; these can be routed to agents faster than toll or local numbers Toll-Free Voice Call P1 = Toll-Free (800) P2 = Toll (Local) Toll Voice Call Call Routing Engine Agent Pool 40 Printed in USA.
21 Call Handling Strategy Type of Contact Voice with Caller Segmentation Calls from your best customers should be given priority treatment, either by giving them their own number to dial or by prompting for an ID number to give them priority Customer Calls Gold Member Line System Queues Caller at Higher Priority (P=7) Call Is Routed to a Premium Agent (5 Seconds) Customer Calls Customer Service Line System Queues Caller at Higher Priority (P=2) Call Is Routed to Any Customer Service Agent (20 Seconds) 41 Call Handling Strategy Most Contact Centers Employ a Mix of These Strategies Across Their Contact Centers, with the Key Objectives: Maximize agent occupancy 65% of the costs of a contact center are the agents Goal: cost savings Reduce customer wait times Majority of calls abandon within the first 31.2 seconds Goal: customer satisfaction Reduce operating costs Telephony charges account for 25% of costs Goal: cost savings 42 Printed in USA.
22 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact Centers 43 Future of Contact Centers IP-enabled technology Is the future of contact centers. Drew Kraus Principal Analyst Gartner 44 Printed in USA.
23 Future of Contact Centers In less than three decades, contact centers have moved from simple nodal voice systems to tightly integrated multichannel voice, web, contact management solutions What s next? IP communications IP allows for full location independence, agents are no longer bound by the call center but can be anywhere on the IP network; IP also makes it easier to integrate business applications and databases to put information at your agents fingertips and make them more productive 45 Future of Contact Centers What s Next? More personalized contact understanding your customer s needs and not only answering his contact but getting him to the right person in the contact center or any knowledge worker anywhere in the organization In today s world, contacts are handled first by a generalist in a call center, then escalated to a specialist what if we could use what we know about the customer to get them in contact with the specialist on the first contact? Knowing who your customers interact with can make it easier to make these connections 46 Printed in USA.
24 Future of Contact Centers What s Next? Smarter contact devices It s not just about phones it s about presence and context ; the network can see your knowledge workers as they use their PDA, mobile phone, and wireless networks, where they can be reached for contact in the context they have available 47 Future of Contact Centers What s Next? Enhanced self service beyond today s speech-enabled applications, using more advanced speech recognition systems to better understand the customer s natural language and allow them to drive the interaction and perform transactions easily without pressing the # key Multimodal communications today s multichannel contact centers allow for blending of web, , and voice but being able to move between the channels in the same contact, while maintaining full call context and reporting across all the applications will greatly improve customer satisfaction and efficiency within the organization 48 Printed in USA.
25 ASSOCIATED SESSIONS 49 Associated Sessions For Additional Information Please Attend the Following Sessions: VVT-2011 Internet Service Node for IP Contact Centers VVT-2012 Troubleshooting IP Contact Centers VVT-2013 Designing IP Contact Centers: Resources, Servers, and Bandwidth Provisioning VVT-2014 Centralized and Distributed Deployment Models for IP Contact Centers VVT-2015 IP Contact Centers: Clustering over the WAN (High Availability and Resiliency) VVT-1T01 Designing an Enterprise IP Telephony Network 50 Printed in USA.
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