Sustaining Innovations in the Customer Service Industry. Kaushal Mehta Founder & CEO Motif, Inc.

Transcription

1 Sustaining Innovations in the Customer Service Industry Kaushal Mehta Founder & CEO Motif, Inc. 1

2 About Motif We Create Experiences Your Customers Love Boutique BPO-KPO services company founded in x7 customer services to Fortune 500 companies Airlines, OTA s, ecommerce, financial services experience Global locations US, India and the Philippines Debt free, profitable, 100% reference able client base Highly secure and best-in-class technology infrastructure PCI compliant, ISO/IEC 27001:2013 certified Active corporate social responsibility We form strategic partnerships with our clients and work as an extension of their teams to improve customer experiences and deliver measurable ROI Motif ranked amongst the Top 100 Offshore ITO and BPO companies in the world Three years in a row Motif amongst The Global Outsourcing 100 Rising stars category Motif amongst the Top 10 preferred BPO companies in India Annual BPO Employee Satisfaction Survey Motif ranked amongst Top 100 most innovative mid size companies in India 2

3 Session Goals Customer Service Industry evolution How work culture drives innovation Technology, an enabler to innovation Results Case studies 3

4 Customer Service Industry Evolution Lift and Shift Model Employees treated as replaceable cogs in the wheel Cycle of hiring, training, attrition Labor arbitrage decreases over time, model not sustainable Continuous process improvement and innovation improve efficiencies and reduce costs, hence sustainable 4

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6 Building A Values Based Work Culture Motif Core Values INTEGRITY Do the right thing at all times INTENSITY INTELLECT Go above and beyond Challenge the status quo Founders address new employees Open & transparent work environment Treat everyone with respect & fairness 6

7 Motif Culture - Open, Diverse and Result Oriented Motif University and L&D program Promotion from within Leadership workshops Encourage constructive debates and ideas Process of capturing suggestions from all levels Awards for best suggestions Employee Development Innovation Focus World-class Facilities and Benefits Intellect Subsidized meals and Free transport Dependent Medical insurance Employee Stock Options (ESOPs), 22.5% reserved for employees Relatively Flat Organization Rewards and Recognition Mentality Performance incentives Annual awards Out-of-the-box (OOB) awards Team outings, picnics Talent evenings Easy access to Senior leadership team Hands-on Senior management Diverse Employee base Active Social Corporate Responsibility Charity Walks, Blood Donation Drives, Christmas Celebrations 7

8 The Motif Principles Key Decisions we took early on Focus on Teammates Remain Nimble The outcome Invest in the Right Technology Long-tenured employees Client Domain Expertise Unparalleled Client Engagement Client Domain Expertise Empowerment to challenge Continuous Process Improvement Ideas Extremely Long Tenured Clients 8

9 Technology Enabled Innovation

10 Values Based Culture - Results Work Culture has resulted in Employee Tenure Attrition rate is less than 3% at supervisory level 90% of our leadership team has grown from within Employee Tenure and Culture Drive Innovation Empowered employees make process enhancement recommendations, resulting in superior customer experience and higher ROI for clients NASDAQ 65%+ revenue from clients with years of relationship 200+ years of leadership professional experience $5.5+ MM saved through innovative ideas Top 4 Clients are NASDAQ listed, Motif is their strongest partner 10

11 Innovation Tool and Workflow enhancements Workflow enhancement suggested by Motif, potential productivity saving of $2 million annually Issue Existing workflow had 81 steps to process an Service Request Multiple workflow inefficiencies leading to increase in AHT Motif s Recommendation Proposed new CRM layout to reduce processing time Eradicate waste and actions were reduced by ~45%, from 81 actions down to just 44 Suggested automation to enhance the teammate experience Impact and Benefits 220 seconds reduction per processing of a Service Request Potential saving of $ 2 million annually by reducing AHT by ~24% More time to focus on the quality of service to the member Status Suggestion approved and implemented in a phase wise manner 11

12 Innovation - Increase in Filter efficiency Motif analysts created search strings, increased the hit rate to 56-80% from 6-10% Issue Low hit rate (Total number of items removed due to violation/total number of items reviewed) System flagging many items which were Not violating Poor member experience and low efficiency Motif s value adds Motif analyst created search strings overcoming filter limitation by running multiple pilots Identified 600 exclusions through false positive analysis Created macros to extract desired text from view item pages Impact and Benefits Reduction in the number of non violating items reviewed by teammates Automated macros translates into saving 1,069 hrs. or equivalent to 7 FTEs/month Status 100% deployment of the search strings with high hit rates to the client filters Pilot process is now a regular process 12

13 Thank you 13