Customer Surveys with SAP Contact Center

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1 Customer Surveys with SAP Contact Center SAP Contact Center software version 7 SAP Contact Center Product Management 2014 Public

2 Agenda Automated post-call survey Agent-driven surveys / information collection with every inbound contact Customer interviews using dialer-driven outbound call campaigns 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 2

3 Automated post-call survey

4 Automated transfer after the call Example call flow with automated post-call survey Customer Oil Sales Queue (301) Call to Oil Sales Queue (301) Welcome prompt: Hello and welcome to Oil Sales DTMF: 1 Opt-In question: We are conducting a customer survey Press 1 to participate... Opt-In Instructions: After you have finished with agent Opt-In IVR (401) Queue prompt: You are in queue, please wait Oil Sales Queue (301) Agent Hi Jill, this is John. I have the following.... Agent speaking: Hello Mr. Smith. This is Jill, how may I help you? Agent finishing: Thank you, Mr. Smith. Bye DTMF: 1 DTMF: 5 DTMF: 4 Survey Instructions: Next you will hear 3 questions Question 1: Was your issue solved Question 2: How satisfied are you with customer service representative? Question 3: How satisfied are you with our products in general? Closing: Thank you for participating.. Survey IVR (440) 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 4

5 Features of Opt-in as part of automated post-call survey Opt-in features Opt-in can be defined for each voice queue individually. Caller is presented with question to participate to post-call survey (alternatively postcall survey is enabled for all callers). Opt-in percentage can be defined, e.g. do opt-in for 25% of the callers. Opt-in IVR can query SAP CRM or SAP ERP data. This means that we can do opt-in for business partners that fulfill defined criteria. Opt-in results can be monitored in real-time using SAP Contact Center Monitoring tool Opt-in results are automatically reported in SAP Contact Center Reporting. Opt-in IVR structure and prompts can be customized using SAP Contact Center System Configurator tool SAP AG or an SAP affiliate company. All rights reserved. Public 5

6 Features of Post Call Survey IVR Survey features IVR Survey questionnaires can be defined for each voice queue individually. There can be several parallel survey IVRs. Survey can contain instructions and a free number of questions. The inputs can choices or numerical. Like any SAP Contact Center IVR, the survey IVR and prompts can be customized using SAP Contact Center System Configurator tool. Survey IVR results can be monitored in real-time using SAP Contact Center Monitoring tool Survey IVR results are automatically reported in SAP Contact Center Reporting SAP AG or an SAP affiliate company. All rights reserved. Public 6

7 When respondents decide whether to take (or finish) your survey, they're asking themselves two questions: "What's in it for me? "How much work is it?" Source: SAP AG or an SAP affiliate company. All rights reserved. Public 7

8 What to ask in post call customer survey? Adam Greenberg posted at 12:00AM on Mar 23, 2009 Greg Levin posted at 12:00AM on Apr 20, 2009 We keep it simple: Were you satisfied or dissatisfied with your support experience? All dissatisfied customers get their ticket re-opened and receive a callback from a senior manager. Mike posted at 12:00AM on Apr 6, 2009 The best transactional surveys are typically quite brief, 5-7 questions, and focus on such things as: the customer s overall satisfaction with the call center (wait times, IVR experience, call routing, etc.) the customer's satisfaction with the agent (knowledge and authority, communication, courteousness/ professionalism, listening and comprehension, etc.) whether or not the customer s issue was resolved (to gauge FCR). One question we ask is the Net Promoter question, followed up with questions about how they felt they were treated. Well-designed surveys feature the following response options: rating scale (e.g., 1-5 or 1-10); a satisfaction scale ( very satisfied, satisfied, neutral, dissatisfied, very dissatisfied); or an agreement scale ( strongly agree, agree, neutral, disagree, strongly disagree ), depending on how the question is posed. Source: SAP AG or an SAP affiliate company. All rights reserved. Public 8

9 SAP Contact Center Online Monitoring and Reporting Architecture Overview Online Monitoring Analytics and Reporting SAP Contact Center Online Monitoring SAP BusinessObjects Dashboards SAP BusinessObjects WebIntelligence SAP BusinessObjects Explorer Microsoft Reporting Services SAP NetWeaver BW SAP NetWeaver Business Warehouse SAP CRM SAPphone RFC interface SAP Contact Center responsibility Data Universe Online Monitoring Data MS SQL 2008 Data Universe OLAP 1 2 n Data Staging Area MS SQL 2008 SAP Contact Center Data Warehouse SAPphone CCtr interface Reporting Data Interface (RDI) Data Collector (DC) Contact Event Manager (CEM) Voice channels channels Chat channels Outbound campaigns SMS engine Agent presence Agent skills Queue status Softphones IP Deskphones External agents IVRs PSTN gateways 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 9

10 SAP Contact Center Online Monitoring Script View Opt-IN This monitoring view shows how well your opt-in is working and what is the intra-day acceptance ratio of your opt-in among the callers. Script view statistics Script view statistics show the amount of saved questions, and The distribution of the answers per question and saved scripts 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 10

11 SAP Contact Center Online Monitoring Script View Survey IVR This monitoring view shows the intra-day survey IVR results. You can also filter the results with queues. Script view statistics Script view statistics show the amount of saved questions, and The distribution of the answers per question and saved scripts 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 11

12 SAP Contact Center Reporting with Microsoft Reporting Services Script Result - Volume Systematic collection and analysis of contact related information is essential in developing customer service. Scripting statistics report provide the answer metrics over a defined time range. The scripting statistics show the data collected using CDT scripting, as well as data collected in IVR menus. Scripting statistics Define the time frame for script statistics Possibility to filter by queue and application (contact center, IVRs) Possibility to filter by agent group and individual agent Possibility to filter by question and by answer. Script Result volume metrics show the volume and distribution of answers per each script question. The script statistics data is available both in tabular and graphical format SAP AG or an SAP affiliate company. All rights reserved. Public 12

13 SAP Contact Center Reporting with Microsoft Reporting Services Script Result - Queue Volume Systematic collection and analysis of contact related information is essential in developing customer service. Script Results Queue Volume report provide the answer metrics over a defined time range, listed on queue level. The scripting statistics show the data collected using CDT scripting, as well as data collected in IVR menus. Scripting statistics Define the time frame for script statistics Possibility to filter by queue and application (contact center, IVRs) Possibility to filter by script, question and by answer. Script Result volume metrics show the volume and distribution of answers per each script question. The script statistics data is available both in tabular and graphical format SAP AG or an SAP affiliate company. All rights reserved. Public 13

14 SAP Contact Center Reporting with Microsoft Reporting Services Script Result - Queue Volume per Day Systematic collection and analysis of contact related information is essential in developing customer service. Script Results Queue Volume per Day report provide the answer metrics over a defined time range, listed on day and queue level. Scripting statistics Define the time frame for script statistics Possibility to filter by queue and application (contact center, IVRs) Possibility to filter by script, question and by answer. Script Result volume metrics show the volume and distribution of answers per each script question. The script statistics data is available both in tabular and graphical format SAP AG or an SAP affiliate company. All rights reserved. Public 14

15 SAP Contact Center Reporting with Microsoft Reporting Services Script Result - Agent Group Volume Script Results Agent Group Volume report provide the answer metrics over a defined time range, listed on Agent Group level. This report helps the managers to compare the script results / IVR based customer satisfaction survey results between agent groups. Scripting statistics Define the time frame for script statistics Possibility to filter by queue and application (contact center, IVRs) Possibility to filter by agent group Possibility to filter by script, question and by answer. Script Result volume metrics show the volume and distribution of answers per each script question SAP AG or an SAP affiliate company. All rights reserved. Public 15

16 SAP Contact Center Reporting with Microsoft Reporting Services Script Result - Agent Volume Script Results Agent Volume report provide the answer metrics over a defined time range, listed on Agent level. This report helps the managers to compare the script results / IVR based customer satisfaction survey results between agents. Scripting statistics Define the time frame for script statistics Possibility to filter by queue and application (contact center, IVRs) Possibility to filter by agent group and agent Possibility to filter by script, question and by answer. Script Result volume metrics show the volume and distribution of answers per each script question SAP AG or an SAP affiliate company. All rights reserved. Public 16

17 Agent-driven surveys Information collection with every inbound contact (call, , chat)

18 SAP Contact Center 7 Communication Desktop (CDT) Scripting (e.g. classification forms and questionnaires) Understand why your customers are contacting you Systematically collect information what are the most frequent questions Conduct transactional customer satisfaction surveys Access script results thru SAP Contact Center reporting Ask the right questions and provide the right answers Inbound and outbound questionnaires Enrich agent productivity by providing service specific information and hyperlinks Create and manage scripts on-the-fly Easy-to-use tools to manage scripts Link scripts to any inbound and outbound services Script changes takes effect tin real-time 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 18

19 Using scripting with inbound contacts handling (calls, s, chats) Agent can see customer chat form information on the screen. Agents replies to customer by typing the answer or selecting appropriate answer from answer templates. Scripts can be associated also to chat and queues supporting agent to handle customer interaction or e.g. classifying customer contact for reporting purposes SAP AG or an SAP affiliate company. All rights reserved. Public 19

20 Dialer-driven interviews Customer interviews using dialer-driven outbound call campaigns

21 Using scripting with outbound campaigns CDT provides efficient tools to handle outbound campaign calls in SAP Contact Center stand-alone mode. CDT enables automatic blending between outbound calls and inbound contacts. With SAP CRM integration outbound calls can be handled also via CRM Interaction Center user interface SAP AG or an SAP affiliate company. All rights reserved. Public 21

22 Thank you Contact information: F name MI. L name Title Address Phone number 2014 SAP AG or an SAP affiliate company. All rights reserved.

23 2014 SAP AG or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP AG or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP AG or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP AG or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP AG s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP AG or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP AG or an SAP affiliate company. All rights reserved. Public 23

24 2014 SAP AG oder ein SAP-Konzernunternehmen. Alle Rechte vorbehalten. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG oder ein SAP-Konzernunternehmen nicht gestattet. SAP und andere in diesem Dokument erwähnte Produkte und Dienstleistungen von SAP sowie die dazugehörigen Logos sind Marken oder eingetragene Marken der SAP AG (oder von einem SAP-Konzernunternehmen) in Deutschland und verschiedenen anderen Ländern weltweit. Weitere Hinweise und Informationen zum Markenrecht finden Sie unter Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten. Produkte können länderspezifische Unterschiede aufweisen. Die vorliegenden Unterlagen werden von der SAP AG oder einem SAP-Konzernunternehmen bereitgestellt und dienen ausschließlich zu Informationszwecken. Die SAP AG oder ihre Konzernunternehmen übernehmen keinerlei Haftung oder Gewährleistung für Fehler oder Unvollständigkeiten in dieser Publikation. Die SAP AG oder ein SAP-Konzernunternehmen steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der Vereinbarung über die jeweiligen Produkte und Dienstleistungen ausdrücklich geregelt ist. Keine der hierin enthaltenen Informationen ist als zusätzliche Garantie zu interpretieren. Insbesondere sind die SAP AG oder ihre Konzernunternehmen in keiner Weise verpflichtet, in dieser Publikation oder einer zugehörigen Präsentation dargestellte Geschäftsabläufe zu verfolgen oder hierin wiedergegebene Funktionen zu entwickeln oder zu veröffentlichen. Diese Publikation oder eine zugehörige Präsentation, die Strategie und etwaige künftige Entwicklungen, Produkte und/oder Plattformen der SAP AG oder ihrer Konzernunternehmen können von der SAP AG oder ihren Konzernunternehmen jederzeit und ohne Angabe von Gründen unangekündigt geändert werden. Die in dieser Publikation enthaltenen Informationen stellen keine Zusage, kein Versprechen und keine rechtliche Verpflichtung zur Lieferung von Material, Code oder Funktionen dar. Sämtliche vorausschauenden Aussagen unterliegen unterschiedlichen Risiken und Unsicherheiten, durch die die tatsächlichen Ergebnisse von den Erwartungen abweichen können. Die vorausschauenden Aussagen geben die Sicht zu dem Zeitpunkt wieder, zu dem sie getätigt wurden. Dem Leser wird empfohlen, diesen Aussagen kein übertriebenes Vertrauen zu schenken und sich bei Kaufentscheidungen nicht auf sie zu stützen SAP AG or an SAP affiliate company. All rights reserved. Public 24

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