Innovative Solutions for Customers the latest in Contact Centres 1 September 2011

Transcription

1 Innovative Solutions for Customers the latest in Contact Centres 1 September

2 Introductions Sue Hartley Business Development Manager Paul de Haan Manager Contact Centre Applications 2

3 Challenging Times Consumer Society Are we still OK? Does my contact centre need to change? Where do I get the most bang for my buck? 3

4 Case Study 1 Contact Centre Consolidation 4

5 Contact Centre Consolidation Business Challenges Over 20 contact centres sites to manage as one Over 40 toll free (0800) numbers Try to split calls fairly to over 1200 agents with same HR contract Attempt to utilise another 2200 back-office staff in peak season 5

6 Business Challenges 23% Q Site 1 15% 0800 DEF 50% 50% 20% IVR x% Q Site XYZ 10% 30% 20% 20% y% Variable agents per site Real time % split to match site capacity Near Impossible BCP management Q Site 20 6

7 TelstraClear Solution Please press 1 for x, etc Site All 0800 DEF Please speak your customer number Open Navigator IVR How may I help you? Single Q in cloud Single Voice Platform How may I help you? Site XYZ ID&V DOB? Authenticated Address? Screen Pop Site 20 Call & Screen Recording WFM 7

8 Case Study 2 DR, BCP & Flexibility 8

9 Business Challenges Call plans = Standard Q Contact Centre Site Call plans = BCP 50% PBX Corporate Site Call plans = Evac VIPs 50% Manual Toll Free Management PBX Branch Site 9

10 TelstraClear Solution (a) Call plans = Standard Normal Q Contact Centre Site Genesys Q in cloud BCP 50% SBR PBX Corporate Site Evac 50% Centralised Control PBX Branch Site 10

11 TelstraClear Solution (b) Call plans = Standard Q Skills Based Routing Contact Centre Site Genesys Q in cloud SBR Corporate Site BCP IVR Enterprise Cisco IPTel Branch Site Centralised Control 11

12 DR, BCP & Flexibility Business Benefits: Customer A Contact centre disabled in earthquake Fly group of agents to office in Wellington Agents log into phone and desktop as normal No need for additional infrastructure No need for special processes No toll free plan changes 12

13 DR, BCP & Flexibility Business Benefits: Customer B Contact centre becomes central point of contact in earthquake Require 200 more queue slots overnight Require 25 more agents in two days No need for additional infrastructure Queue in cloud provides unlimited capacity Additional agent positions only requires software licenses 13

14 Case Study 3 Virtual Hold 14

15 Virtual Hold Business Challenges Long wait in queue Lowers customer satisfaction Increase in 0800 cost Angry customers Longer talk time = more $ High Abandonment Retry later Retry other 0800, then agent transfer Inconvenient time (need to drop off kids) 15

16 Virtual long wait Customer call 0800 Messages Q-music Queue How may I help you? Contact Centre 16

17 Virtual Hold (Same Day) Leave contact number or hold Customer call 0800 Virtual Hold IVR Retain virtual position in Q You rang earlier? How may I help you? Queue When next agent free Contact Centre Captured Contact Number 17

18 Virtual Hold (Scheduled) Schedule call back or hold Customer call 0800 Virtual Hold IVR What day and time band will suit? You wanted us to call you? How may I help? Queue Call at scheduled time band Captured Contact Number Contact Centre 18

19 Virtual Hold (Scheduled) Schedule call back Virtual Hold IVR You wanted us to call you? How may I help? Queue Call at scheduled time band Captured Contact Number Contact Centre 19

20 Business Benefits Virtual Hold Significant reduction in re-dial attempts Huge reduction in 0800 costs Example: Saving of 45 million (q wait time) minutes since late 2008 Example: Wait complaints reduced from 300 to 6 per month FTE savings due to shorter talk time No angry customers Reduced agent churn 20

21 Case Study 4 Video Contact Centre 21

22 Video Contact Centre Business Challenges Trend back to face-to-face Cost of expert consultant in each branch Expert consultant utilisation < 40% Additional cost of shrinkage Inability to monitor resource utilisation 22

23 TelstraClear Solution Hold Picture & Music Store 1 CTI Screen Pop CC Queue Store 2 Branches / Stores Network Store 180 Call & Screen Recording Contact Centre Video Agents (x20) WFM Enterprise IP Telephony QoS Data Network 23

24 Futures (B&G, not SME) What is holding companies back? Lack of change Lack of investment in new stuff Focussing on customer experience = require changes to process, people, technology Lack of awareness Managers too busy to investigate and research Operating budget 90% spent on BAU Require investment budget 24

25 Now Futures Cloud based services IP Telephony Speech Recognition IVR / Open Navigator Speech Analytics Data Analytics (PCI-DSS) Blended & Voice CC Q 25

26 Soon Futures Secure Web Video calling to CC (multimedia home PC) Skype to CC Q (smart phones / home PC) Directed Biometrics Home based agents 26

27 Not quite there yet Futures Universal agent (CRM, Chat, Outbound, ) Integration of CC Q with and Open Authentication using Biometrics Tollfree & voice charges 27

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