1 The Contact Center Consultants
2 The Context Customer communication is a decisive factor in positioning a company within the market place. Positioning is the verbalisation of a corporate strategy. Publishing it across global communication networks is the way of displaying this very strategy. Today s communication and information society has made phones, the internet as well as s vital component of this world. Globalisation has cast its shadow on all industries. The markets are flood by comparable offers. The empowered customer decides when and how to contact service providers and/or product suppliers. As the quality of service has become a critical factor in purchasing decisions for many customers, ideal and tailored customer interaction has become a key factor in customer relationship management. Customers do not want long waiting times when raising inquiries. They demand 24/7 customer service, offered through easily accessible and clearly specified contact points. They care for friendly and qualified contacts, the resolution of their inquiries upon first contact, being addressed and serviced actively and personally as well as correct and complete information. Customers demand reactive companies that deliver service and solutions tailored to their needs. Enterprises striving to remain a sustainable player in tomorrow s market place need to supply excellent service paired with top-of-the-line products. Poorly positioned companies experience low customer acceptance. Active and personalised customer contact is of considerable significance. Despite increasing dispersion and usage of SMS, and social media the phone remains the most preferred means of customer contact. Hence contact centers as a customer s first point of contact have emerged to become the best recommendation for an enterprise.it is standard for contact center agents to feed customers with user-oriented information. But how can he assure that service/product delivery occurs consistently and as desired by the customer? Here, media-and process integration constitute the two pivotal pillars for success. Hence, the migration of all enterprise data from various source systems constitutes the objective. Imagine having found a product online, which you wish to own. (Justified or non-justified) security concerns motivate you to make a phone rather than online purchase. In the contact center you are asked to pay a considerably higher price and the agent does not know of the product offer you are talking about. How would you react? Would you make the purchase alternatively via the web now? It has been shown that nearly 100 percent of such cases result in a non-purchase as the vendors credibility is considerably doubted. Can you risk the recommendation of your enterprise to be damaged this severely? We do not think so. Count on NTT DATA s industry-specific process know-how in designing and implementing contact center solutions. We integrate communication channels and customer relationship management systems. We assure the optimisation of end-to-end process chains and their consistent operational usability across all communication channels.
3 The Reality I am your customer... Most probably, you have not noticed me yet. Quite frankly, I am rather reserved. I am the one who waits patiently and is willing to repeat his problem because one could unfortunately not help me upon my first contact. Or because I was just not contacted afterwards. I am also the one who remains calm when a delivery is overdue, incomplete or damaged. Or when customer service is not available because all lines are busy. Never would I communicate my anger. I am a very understanding customer. The Solution We transform your agents communication skills. Contact Center Organisation Form follows function. This may also be applied to enterprises. Contact center organisation should thus be aligned with the enterprises core tasks. For some enterprises it may be valuable to use a contact center for one dedicated department. Order entry of a mail-order company, the leasing department of an automotive bank, the sales department of an industrial concern or the IT help desk of a large-scale enterprise are just a few examples. Other enterprises, such as utility companies, tour operators, pharmaceutical companies and telecommunication operators, may want to use one contact center for all departments. But I am also the one who will never return. A heavily discussed option, already being realised by some market players, is to depict the entire enterprise as a contact center. This view is particularly relevant and justified when enterprises offer their customers a complex service offering. Banks and insurance companies constitute two examples. One single contact center agent cannot unify expertise in motor vehicle-, life-, household contents-, building- and liability- insurance. This calls for intelligent skill-based routing : Based on IVR, inquiries are forwarded to responsible departments, where trained employees take over tasks of a contact center agent with a defined skill set. A distributed, virtual and enterprise-wide contact center is created. Options are abundant and all of them are valid. Trust us and let our industry- and process experienced consultants advise you with best practices, incorporate your requirements and design an innovative solution tailored to your needs. An in-house developed and field-proven method of analysis shows if and which parts of your enterprise bear considerable potential, ready to be tapped with a contact center solution. Please to not hesitate to ask us for references of our various consulting and implementation projects and established expertise. Challenge us! Contact Center Managemtent (CCM)
4 Contact Center Outsourcing Finding qualified agents is becoming increasingly difficult. Frequently one can or does not want to extend the existent workforce. Situations exist where additional resources are only needed temporarily in order to account for seasonality effects. A strategic cooperation with an external partner can solve such problems. The concept of outsourcing entails more than mere short-term cost reductions. Outsourcers are able to provide services costeffectively as infrastructural costs are distributed across various clients. While objections towards outsourcers mainly focus on fears of lower quality provision and a loss of operational control, established contact center outsourcers are known to provide highest quality standards, aligned processes and transparent controlling. NTT DATA provides industry-specific consulting as well as field-tested methods and concepts. We support you in selecting the right outsourcing strategy and finding the suitable outsourcing partner whom to implement this strategy with. Our expertise in the contact center environment will help you in ideally designing your project. Qualifications of Contact Center Agents Does an all-round agent exist? A clear response from our side: No. This is why it is pivotal to prepare your employees for the precise tasks to be done. We supply training concepts and conduct actual trainings for various fields of activity. We help your persons in charge evolve into fully-fledged customer advisors. We set up skill-based agent profiles. We develop optimal routing strategies and assure that all possible business transactions are accounted for. This way not a single contact is lost. No inquiry remains unacknowledged. No customer is confronted with an agent with unsuitable qualifications. Contact Center Workforce Management Agents constitute the most valuable and expensive resource within the contact center setting. Workforce management s daily challenge lies in attaining stipulated service levels, guaranteeing an efficient usage of available agents. Given highly volatile call volumes durating hours, agents need to be available 24 hours, seven days a week. Workforce Management is all about providing the right employee with the most suitable skills for a given task at the right time. Here, various influential factors need to be accounted for. Many enterprises still try to handle this task with spread sheets, which usually leads to an abundance of unproductive agents and considerable personnel costs. An alternative scenario is that an insufficient amount of employees are planned, creating poor customer service and revenue losses. In both cases, costly potential is wasted. A solid planning should follow the subsequent procedure: Analyse the historic call volumes in order to determine representative distribution curves as a reference value n Analyse the historic call volumes in order to determine representative distribution curves as a reference value n Forecast of the expected demand, incorporating planned activities such as sales and marketing campaigns n Analyse the historic call volumes in order to determine representative distribution curves as a reference value n Create the staffing plan, carefully accounting for the individual availabilities of suitable resources The planning process furthermore entails various factors that need to be incorporated. Legal requirements, regional and individual contract agreements, performance- and behavioural profiles, absences caused by training and/ or illnesses, differing compensation models, flexible working hours and maximal consideration of employees individual planning requests are a few examples. Manual consolidation of all of these parameters is simply not feasible. Let NTT DATA s experts advise you on potential application opportunities of planning tools. We support you in crafting a planning concept, supply you with the suitable tools and ultimately integrate them with existent staff- as well as time and attendance systems. We make sure that your agents are at the right place at the right time.
5 Contact Center Controlling and Performance Management According to the Management, controlling constitutes the most significant management tool. Correct. But supervision and control need measurement. Measurement requires a sense of what is really important. One should in turn only measure what one wishes to manage. Management should focus on things one desires to improve. Those who bear in mind these simple rules can instantly define relevant Key Performance Indicators (KPI). KPIs are crucial measurement variables for managing an enterprise. They indicate whether defined targets are reached. Contact center reporting systems provide an array of information, such as: Number of calls, number of active agents, waiting time, call duration, and much more. But which pieces of information are actually important? What kinds of correlations exist? Which actions can be taken? How can performance be enhanced? How can the quality of calls handled be guaranteed? How can customer satisfaction be measured? How can cost control be attained? To answer these questions, much more information and data are necessary than most conventional contact center reporting systems supply. Particular weaknesses of such systems are related to a lack of profile information of customer contacts. Based on our cause & effect-model a contact center cockpit has been carefully developed, which not only uses information from the contact center reporting system, but furthermore gathers information from CRM systems and back office applications, which are ultimately put into context and analysed. We advise you in defining your KPIs and together we develop constructive options for action. We equip you with a fully-fledged system which enables you to gather your KPIs, report this information as well as to manage everything centrally. All of this, based on highly relevant real-time data. Our cockpit supplies you with up-to-date information, designed and ready to be used for immediate management of operations. This way, you are in control and can decide on what needs to be managed and improved. Contact Center Migration Telephony and information technology are merging. A new world of communication is arising. Long gone are the days where one had to battle with proprietary communication protocols of telecommunications systems in order to establish a CTI-connection. With the emergence of Voice over IP (VoIP), this has become a thing of the past. VoIP refers to routing voice communication over the internet or an IP-based network. As users are logged in via the web or a company network calls can be taken irrespective of the user s location. In case he is abroad, he can simply be reached via his phone number, and local connection costs are charged when calls to his home country are made from abroad. In the case of dispersed company subsidiaries, the VoiP technology permits cutting costs as internal phone calls are made on existent data lines. The Integration of voice- and data environments furthermore permits the optimisation and acceleration of existing organisational processes. Open internet standards used by VoIP facilitate integration with groupware systems and other process-mapping business applications. VoIP-phones can be connected with other services that are also available via the web or IP-networks, such as video systems, conference call systems, message or data transfer parallel to voice communication. We offer you three alternative paths of change: n Inhouse-operation of a VoIP compatible telecommunications system and IP-capable devices. Integration of devices is conducted via the existent LAN or WAN infrastructure. n Outsourcing the telecommunications system to a managed service provider. The provider operates a virtual telecommunications system on the web. Your enterprise will be connected via rented IP-lines. You lease or purchase IP-phones for the individual workspaces. n Buy or lease a telecommunications system, serving both technologies (VoIP and ISDN). You use a VoIP- Gateway, which is connected to an existing telecommunications system. Depending on workspace requirements ISDN as well as IP phones can be connected. We are glad to advise you on all of these entry-concepts and find the one most suitable one for you. Our VoIPspecialists realise your individual implementation project.
6 Customers do not want waiting times. They demand customer service around-the-clock. Self Service Customers do not want to wait. Their call needs to be handled immediately. Long waiting times and generic product information trigger customer frustration and a potential loss of the customer. The number of agents as well as resulting personnel expenses of a contact center constitute the core of this problem. The more qualified a contact center agent, the higher his payroll. Customers demand the resolution of their inquiry upon the first contact. Nobody likes to repeat a request multiple times to different people just to find out in the end that one cannot be helped. An alternative option is service automation via the smart-phone, Social Media or traditional . Through semi- or fully-automated services, the service level can be improved and costs cut. Here, an adequate technology as well as convincing voice recognition determine customer adoption. We do not leave anything to chance. This is why we have linguists, Customer Experience Experts and voice user interface (VUI)-specialists aboard our teams. Online Banking, order entries, appointment inquiries, and service information could be covered by our completely voice-operated voice-self-service solutions. Seven days a week, 24 hours a day. Security concerns in the area of voice applications have long prevailed because of ambiguous caller authentication. Today this gap can be closed through usage of voice authentication software, which is reliable and meets highest security standards. management applications analyse the content of incoming s. Knowledge management systems generate automated replies. Whether it is through building systems from scratch or optimising existent ones though voice dialogue, Apps, management or online, our experience and technologies will help you leave your competitors behind. Contact Center Operation Whether it is mailings, fax, voice or the customer decides on the time and channel of contact. It is vital that all communication channels experience equal treatment with regard to incoming inquiries. This can be assured through installing a routing system which is open to all available channels. Simultaneously an inbound process needs to be established, scanning non-voice media such as mail, shipping documents or invoices on a daily basis and forwarding them to the routing engine in a timely manner. Customers expect an instant handling and closure of their phone inquiries. An answer to s and faxes within a few hours. A response to mail correspondences within a single day. The multi-channel-routing-system is similar to a pure voice-skill-based routing system, with one distinct additional feature. A functionality which extracts information from the pure text and thus reveals additional information on the type of the request. This mechanism assures that all incoming requests are forwarded to agents or back office workforces, who can, based on their relevant and extensive know-how, guarantee a timely and comprehensive processing of the case. Simultaneously, all inquiries are fed to a tracking or CRM system to assure that they are handled and closed in a timely manner. NTT DATA Your Innovation Partner Business- and IT-solutions for a quantifiable value added The Japanese IT Group NTT DATA comprises over employees in 35 countries. According to Gartner the subsidiary of the Nippon Telegraph and Telephone Corporation (NTT), which is listed on the Tokyo Stock Exchange, ranks amongst the Top 7 global IT service companies. Managed by Patrizio Mapelli, IT specialists are present all across Europe, Africa, the Middle East, Argentina and Brazil. Our two globally standard business units public & financial services and enterprises offer innovative business and IT solutions, delivering a measurable value-added to enterprises and organisations. Our services & solutions IT as a differentiator: NTT DATA delivers tailored IT-solutions for locally operating companies as well as large international corporations and public sector bodies. Our target is to help our customers distinguish themselves through innovative IT and differentiate themselves from other market players. Breadth and depth in IT services: Our key service offerings include business & IT consulting, customer management, IT security, business intelligence, analytics & performance management. A core area is outsourcing, where we offer a broad portfolio of services ranging from application development & management, enterprise application services and infrastructure management to business process outsourcing. Design, implement and push innovations As an innovative partner, NTT DATA creates sustainable value for its customers comprising the designing, implementation and continuous optimisation of IT-aided business processes. We offer sophisticated state-of-the-art solutions that are of highest quality. Our value-added model comprises a continuous operating process with our customers in three phasen: design, implement and push innovations. Copyright 2013 NTT DATA Corporation