BT Making Contact Centres Efficient. Meet the needs of your customers and your business

Transcription

1 BT Makg Contact Centres Efficient Meet the needs of your customers and your busess

2 Customers are vital to any organisation, and your success depends on keepg them happy. They want timely, personalised and easy access to your organisation wherever they are, at any time of day, through any device. At the same time as meetg risg customer expectations, there is an equal pressure on you to improve efficiency and reduce costs and all this a time of fancial uncertaty. We can help you meet these challenges. Drawg on our depth experience as a global practitioner and our expertise as a leadg supplier, we can deliver Customer Relationship Management (CRM) solutions that enable you to focus cost effectively on activities that add value. If you want to improve a sgle area of customer management, or embrace opportunities offered by the latest cloud-based services, or mitigate potential exposure to the unexpected, we have the busess understandg, the portfolio range, the partners and the deployment expertise to accompany you on your journey to makg your contact centre more efficient. Operatg an ever-changg world Today s customers demand higher service levels, ask more varied and complex questions and rely on you to be always on. On top of that, you re expected to satisfy them while keepg costs down. So it s easy to see why the contact centre dustry is caught between risg customer expectations and the need for busess efficiency a tippg pot which is drivg organisations to change the way they work and service customers. When the gog gets tough Take a look at BT. The company reduced its costs by 10 last year whilst providg significantly improved customer service. David Wighton, Busess and City Editor, The Times Your journey to contact centre efficiency How can we help you meet these challenges? We operate contact centres and we supply them both on a global scale. We know how complex and varied they can be. Wherever you are on your journey, we can take you to where you want to be, at your own pace. Our proven capacity for systems tegration means we can work with your existg contact centre vestment. And the rise cloud services allows us to offer novative features such as payment and busess contuity options, as well as fully scalable solutions, so you can flex up and down to meet demand and simply pay as you go. There are some key areas to consider on your journey to contact centre efficiency: Inbound Services reduces call waitg times and maximises the chances of satisfyg customers on first contact through improved call management. Self Service reduces call waitg times and drives down costs by providg customers with the ability to self serve or request a call back. This frees advisors to manage enquiries where a human touch is valued or required. Multi-Channel Access gives customers access to the contact channels they re demandg, and provides a consistent service experience across them all. Networked Expertise enables you to reduce network costs and optimise resources and service levels by routg contacts to the most appropriate person for speedy resolution wherever they may be your organisation. Hosted Contact Centre Solutions enable you to enjoy the benefits of our scalable, cloud-based services, leavg the challenge of matag and optimisg your contact centre operation to us. With our portfolio, we also cover workforce optimisation, speech and data analytics, call recordg and management reportg fact, everythg you need to provide the very best customer service you can give, while at the same time reducg costs. INBOUND SERVICES A per A cent per cent your customer your customer defection defection rate could rate could crease crease your your profits profits by up by to 80 up per to 80 cent per 1 cent 1 SELF SERVICE Experience Experience up to 90 up per to 90 cent transaction transaction costs while costs while reducg reducg traffic 2 traffic 2 How prepared are you for the unexpected? How do you cope with a sudden, dramatic surge calls? Our growg portfolio of product and services can help you manage the challenge of communicatg with customers times of emergency. On a sgle day durg the volcanic ash cloud disruption, April 2010, one of our customers experienced a 00 surge calls to its contact centres. Thanks to our flexible, tailor-made solutions, there were no problems handlg such an crease. Havg a virtually unlimited amount of resource available enables you to scale up and down as necessary, without affectg customer service. And the option to pay by the mute helps you manage costs, which you can even offset agast bound call revenue a welcome benefit this uncerta economic climate. 1 Return on Behaviour magaze 2 Forrester The McKsey Quarterly BT Retail study Frost & Sullivan ACCESS Tap to Tap the to multi-channel the multi-channel customer customer who spends who spends per more cent more than sgle than sgle channel channel customers customers NETWORKED EXPERTISE Deliver Deliver 20+ per 20+ cent per improvement cent improvement through through flexibility flexibility and reduced and reduced attrition attrition HOSTED HOSTED CONTACT CONTACT CENTRE CENTRE SOLUTIONS SOLUTIONS 6 compared with on-premise 6 compared with on-premise

3 What it is How you can benefit What the customer says A your customer defection rate could crease your profits by up to 80 1 INBOUND S A Experience up your to 90 customer defection rate transaction could crease costs while your profits reducg by up to 80 per traffic cent 2 1 You might offer the world s best products or services, but they re no use if your customers can t reach them. You need an bound service that maximises your chances of satisfyg your customers on first contact, every time, savg you time, money and resources. BT Inbound Services can do exactly that for organisations of all sizes, helpg you to manage comg calls more efficiently and boost customer satisfaction a cost-effective way. Be there when you customers need you: connect to your customers with memorable, location-dependent phone numbers that will stay with you for life. Make every call count: route calls to the right place, first time, every time. Understand the call traffic to your organisation, and make sure each call gets answered as soon as possible. Improve efficiency and service: add applications such as self service to drive further efficiencies. Recover costs through revenue generatg numbers. Air Cha considered that BT has the best global network coverage and service capability. We felt confident that BT could support its services throughout Europe and had the resources to sort out any problems that might occur. BT was also lowest on price, so the price performance ratio was very strong. Davey Chen, IT Director, Air Cha Experience SELF up SERVICE to 90 Tap to the multi-channel transaction costs customer while A per who cent spends reducg 20-0 your per cent customer traffic more 2 defection than sgle rate channel could crease customers your profits by up to 80 1 MULTI-CHANNEL ACCESS INBOUND through SERVICES Tap to the multi-channel customer Deliver 20+ improvement who spends 20-0 more than Experience sgle channel up to 90 customers flexibility and reduced attrition A per cent transaction your costs customer while defection rate reducg could crease traffic your 2 NETWORKED profits HOSTED by up to EXPERTISE 80 CONTACT 1 through flexibility INBOUND and reduced SERVICES attrition Deliver 20+ improvement 6 Tap per to cent the compared multi-channel with on-premise customer who Experience spends 20-0 up to A ACCESS per 90 cent per more cent your customer than sgle transaction channel customers costs while defection rate HOSTED could crease CONTACT your reducg traffic 2 profits by up to 80 1 MULTI-CHANNEL ACCESS 6 Deliver 20+ compared with improvement on-premise Tap to Experience the multi-channel through up to 90 customer who flexibility spends transaction and 20-0 reduced per costs cent attrition while more than sgle reducg channel customers traffic 2 NETWORKED EXPERTISE NETWORKED Deliver 20+ improvement 6 Tap per to cent the compared multi-channel with on-premise customer who spends 20-0 EXPERTISE through more flexibility and reduced attrition than sgle channel customers NETWORKED EXPERTISE Deliver Enjoy 20+ first per year cent cost improvement savgs of up to 6 compared through with on-premise flexibility and reduced attrition Are your agents swamped durg peak times leadg to abandoned calls, long queues and frustrated callers? Do your agents have to waste valuable time answerg calls that are repetitive and mundane? As staffg for peak times is rarely cost effective, ensurg you can provide a consistent level of customer service is a key busess challenge. Our self-service and call-back solutions automate processes that take care of the simpler transactions, freeg agents for more complex and revenue-generatg calls, while at the same time improvg the overall customer experience. Your customers want to communicate when they want, how they want and expect a consistent level of service across multiple contact channels. What s more, with multi-channel customers spendg 20-0 more than sgle channel customers 7, gog multi-channel can directly impact your bottom le. Our solutions enable you to route different types of contact across your organisation seamlessly. Your customers can access the right person with the right skills to deal with their enquiry, and agents can manage all channels through a sgle terface. The key to networked expertise is around centralisg core technology platforms and applications, whilst decentralisg the expertise. This ability to make anyone your organisation a potential agent makes problemsolvg easier and more effective, and improves customer satisfaction. Networked experts can be anywhere a branch, contact centre, office, on the move or based at home but they will have customer queries routed to them telligently, based on their expertise, appropriateness and availability. Improve ROI: provide 2/7 service without additional costs, reduce transactions costs by up to 90, and free up agents to focus on revenue generatg calls. Improve customer satisfaction: with research dicatg that 68 per cent of consumers prefer to contact organisations via non human contact 6, we can help you give customers what they want, reduce call queues and abandoned calls, as well as cut costs. Do more with less: free up valuable resources, improve service durg peak times, and enable agents to concentrate on more complex and value-rich teractions. Deliver what your customers are demandg: support your customers multimedia requirements. Provide always on availability and a consistent experience across all channels. More choice, less cost: troduce lower cost communication channels, offer more flexible access to your organisation, and generate more profitable teractions. Make the best use of your resources: harmonise contact management to understand customers better. Optimise workg practices by efficiently switchg agents between media. Empower agents to manage multiple media types via a sgle terface. Boost customer satisfaction: reduce call wait times and match customer requirements to available experts, improvg first contact resolution. Improve operational efficiency: improve access to networked experts, especially durg peak times. Increase visibility across service cha, and reduce cost per contact. Optimise your workforce: use agents, whoever and wherever they are, and crease by Home-based agents give you access to a wider, more flexible labour market. We did not want to compromise on the customer experience under any circumstances, because that would evitably have backfired. With BT we had a cost-effective quality product a very short lead time. Darren Hepworth, Vice President, Customer Contact Centre, TD Waterhouse Usg BT gives us a strategic advantage. Our partnership with BT provides us with the ability to scale rapidly usg state-of-the-art CRM and network solutions at competitive prices. That way, we stay ahead of our competitors. Leo Ariyanayakam, Chief Executive Officer, Scicom The BT solution represents an excitg use of new technology utilisg a shared network a challengg clical environment for possibly the largest organisation of its type the world. Our expectation is for a significant improvement efficiency, enablg enhanced customer service at reduced cost per contact. Murray Ba, Director of ICT, NHS Direct 6 compared with on-premise In an uncerta economic market, you need to make the most of your customer contact budget. Our fully managed hosted contact centre solutions provide an outstandg customer experience without currg up-front costs. You can also boost customer satisfaction by ensurg contacts are telligently routed. Our virtualisation technologies enable customers to be connected to the person best equipped to deal with their enquiry, regardless of location. Managg multiple vendors, tegratg new technologies and retag people with the right IT skills can create fancial and operational uncertaty. Usg a hosted service is a prudent way to reduce busess risk for your organisation. Reduce costs: mimise capital expenditure at setup and lower ongog costs when upgradg or replacg, to give your contact centre a faster return on vestment. Improve operational flexibility: with pay-as-you-go and pay-as-yougrow you can adapt to changg demand and adopt the latest technologies and channels without havg to vest costly IT resources. Mitigate risks: with an approved technology roadmap, concerns about resilience, security, vendor failure or unexpected costs can be significantly reduced. As well as improved responsiveness, movg to the Next Generation Contact Centre platform has saved us 0 on our annual bills compared to the previous solution. Rebecca Tan, Customer Care Manager, SPD 6 Fragvergence 7 Nesl et al 8 BT Retail study

4 A 20 crease was matched by a 00,000 the value of warehouse spare-parts stock. The mean quality score of a customer teraction improved from 6-80 the four months followg implementation. The average score has sce risen to 8, with an ever-creasg number of calls scorg a perfect 100 quality ratg. P&O Ferries estimates that it is savg 20,000 a year, and the convergent capabilities of the BT-provided, IPbased switch, have provided a return on vestment a mere 18 months. By consolidatg separate hotle facilities over 80 countries to a much smaller number of locations, ZTE were able to focus on customer service experience as well as reducg the overall number of agents by up to 0 per cent, with an overall cost savg of 10. A de-risked route to contactcentre efficiency A key strength of our approach to providg excellence our customer management solutions lies our partnerships. We have longstandg relationships with worldleadg contact centre technology providers. We recognise that no one solution fits everyone. Every organisation, of course, has specific needs. So these relationships are vital; they translate to real choice, and give us the freedom to offer the very best solution for you. The vital pot at which we brg everythg together our portfolio, our partnerships and our expertise with your organisation is through our Professional Services teams. We can bridge the gap between your strategic needs and your existg operations based on over twenty years consultancy and over 10,000 professional service experts and consultants around the world. This way we can offer a de-risked route to contact centre efficiency. As your sole pot of contact, you don t need to worry about multiple vendors, tegratg technology or fdg the right suppliers we manage all that for you. Partners: What the analysts say BT Global Services has developed and implemented new customer care systems that set unprecedented standards for customer teraction, timely response and/or attention to customer needs. Frost & Sullivan Customer Service is one of those thgs that operators talk earnestly about and all claim excellence. For the first time a long time I got the impression that someone has grasped what this really means as a busess This is particularly relevant as telecoms and IT merge to become ICT. BT clearly understands this many do not Well done. Ovum BT Global Services manages more than,000 contact centers for worldwide clients, of which more than 100 are fully hosted. This has enabled BT Global Services to develop deeper bench strength for consultants contact center projects and a strong vision for next-generation contact centers. Gartner Quick Start Your best first step on the road to makg your contact centres more efficient is QuickStart (QS) our fixed-price, fixed-term consultancy package. It s designed to get to the heart, quickly, of your busess issues, and provides you with formed decision makg that de-risks your contact centre deployment strategy. The standard QS covers 2- weeks flexible consultancy, durg which our CRM experts analyse all areas of your busess, and report back on how well they re performg. This may validate existg ideas, or provide you with a detailed busess case whatever your question, you ll have comprehensive answers. What s more, you ll have them before you beg your vestment, avoidg costly false starts, and ensurg the best and quickest return on your vestment. To talk to us about takg your first steps on this journey, speak to your BT contact today.

5 Our credentials Awards: Experience as a practitioner, we run contact centres around the world: We manage over 8 billion mutes on our Global Inbound Network We employ over 1,00 agents We handle 1 million calls per year We handle over 6 million onle transactions every year We handle 0 million self-service transactions per year We handle 1 million s and chats per year We serve 22.6 million les. Awarded the Diamond Award by Telemark 2009 Expertise as a supplier, we have over 2 years experience of deliverg customer management solutions: We ve established,000 contact centres globally to over 1,000 customers We provide solutions to: over 7 of the world s largest banks 11 out of 20 of the largest airles 1 of the top 20 pharmaceutical companies 8 out of 10 of the world s largest utility companies We have deployed the world s largest hosted contact centre 2,000 seats We operate 17 countries. Frost & Sullivan 2009, EMEA Market Leadership, Award for Self Service Wner of the World Communication Award for Best Customer Service, 2007 and 2009 Ranked number one for customer novation by Bathwick Group 2009 Offices worldwide The services described this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothg this publication forms any part of any contract. British Telecommunications plc Registered office: 81 Newgate Street, London EC1A 7AJ Registered England No: PHME 790