Austin Contact Center Alliance. Making Text Work For Your Company

Transcription

1 Austin Contact Center Alliance Making Text Work For Your Company

2 Mobile strategy, creative and execution services Broader CRM perspective About Us Enterprise class text messaging platform &.mobi website capabilities International Reach (110 Countries) Rapid Time to Market Premium Keywords Outbound Message Only Pricing Software as a Service Channel partners distribution strategy Call Center/CRM Executive Team White label/partner Platform Open API for Easy Integration Intelligent Multi Response System 90 Day ROI

3 DOES THIS MAKE YOU PAY ATTENTION???? Average call center call: $5.64/call Typical monthly calls: 250,000 Monthly Costs: $1,410,000 Annual Costs: $16,920,000 SMS call volume reduction: 10% Calls displaced/month: 25,000 Calls displaced/year: 300,000 Pure Call Savings/year: $1,692,000 Cost per transaction $0.25 Monthly Costs: $6250 Annual Costs: $75,000 ROI: $1,617,000

4 Who is your New Customer & What is Mobile Marketing? Your New Social A-D-D Consumer 1-2 Cell Phones ipod/mp3 DVR s TV Shows Facebook User Doesn t read print/direct mail Texts more than voice Text/Facebook is primary communication to friends/family s shorter than 1 year ago Has spam filter on computer Virus Protector to Disable Popup Ads SMS Mobile Web Apps

5 Meet two of your new social ADD customer s Vanessa, 54 single mom of 3 has a blackberry that work pays for which she receives work s on. She doesn t use the web often because work doesn t allow a data plan. She started texting to reach her kids about 8 months ago. It s now the only way she reaches them. She just started texting her co-workers about 5 months ago. Her personal Yahoo account she checks about once a week. She DVR s her favorite shows and rarely watches live TV. Is on Facebook to connect with old friends and classmates Vicki, 22 lives with roommates still has her Razor flip phone because hey it still works and it s cheap, I m broke. She s been texting for years and rarely uses voice to call her friends Accesses Facebook through mobile web - that s for boring stuff and spam, I think I still have a hotmail account from college but I haven t checked it in 8 months TV- I never watch it Mail- I can identify my bills everything else I just throw out and don t open it s all JUNK

6 Real Time Engagement

7 Broad Demographic Usage Of 270 million cell phone users in the US, there are only 16.9% Smart Phones in the US. Only 25% of that is an iphone.

8 Permission Database Asset Longevity Number portability has made the cell phone number the best, most stable contact method.

9 Where to Integrate Mobile into a Call Center? World Class Evolving Contact Center Characteristics - Quality focused - Classroom training - Skill based routing - Forecasting, real time adherence - On-line scripting Natural Language Speech Recognition Multiple Center Load Balancing Virtual Agent Capabilities Intelligent Call Routing -CRM -Web Chat -Collaboration -Self Service Voice XML IVR Self-Service Applications CTI- Screen Pops Evolving Call Monitoring Knowledge Management System Quality Monitoring System (Voice/Data) Traditional IVR Menu Workforce Management System Predictive Dialer Dynamic Dialer Contact Center Traditional Call Center Characteristics - Call statistic focused (ASA) - Hunt group routing - Individualized processes - On the job training - High turnover - Paper manuals/memory based PBX/ACD Skills-Based Routing Voice Over IP World Class Interaction Center Characteristics - Revenue and service focused - Real-time dynamic routing - Interactive scripting and real-time decisions - Training developed utilizing quality management data - Just-in-time CBT training - Interactive agent screening and hiring

10 Call Center Challenges It s the same story Key Performance Indicators (KPIs) Lower Cost Per Call Increase Average Speed to Answer Move Customers to Self Service First Call Resolution Customer Satisfaction Agent Occupancy Rate Agent Turnover

11 So How Can I Use Mobile In My Call Center?

12 Areas for 90 Day ROI Appointment and Scheduling Results! IVR Integration Instant notification for credit card orders, order status, outage, blocked calls Lead Generation Collections Mass Notification Proactive Alerts vs Reactive Voice Broadcast Laws have changed; convert from voice to text Extend Web Self Service to Mobile Web Customer Satisfaction Surveys

13 Call Center Internal Use Operational Efficiencies & Communicate to your Agents the way they want to! Schedule agents and sup s Integrate with WFM systems At home agent notification Quality Monitoring Notifications Real Time Customer Complaint Notifications Alerts for wait/hold time Training Follow up Q&A to Agents Emergency/Weather Alerts

14 Let s Talk Some Real Examples

15 Real Time Service & Crew Scheduling Appointment Confirms Proactive Outage IVR Outage Notifications vs. Blocking Employee Scheduling and Dispatch Real Time Service Orders to Crew Customer Sat Surveys How do you decrease the $300 truck rolls?

16 Scheduling Demo Text DTVSCH to 70626

17 Payment & Collections Payment Notification Past Due First Party Reminders Click to Call Now Customer Satisfaction Payment has been made or hit your credit card of XXX Order Services through Text (ex: PPV Cable TV) Repeat Orders ex. Amazon ( your credit card has been charge and your product has been shipping UPS # ) TEXT CCPAYOFF to 70626

18 Payment Notification Shipping/Tracking Info Product Availability/Out of Stock Alerts Customer Satisfaction Job Notifications Job Qualifications/Interviews Staffing & Scheduling Product Info/Coupon to Phone Disaster Recovery and Outage Location/Store Finder Product Registration IVR Self Service

19 Lead Generation Demo Text DEBT101 to 70626

20 Customer Feedback & Knowledge Management Voice of the Customer Surveys with an Incentive for Completion Bill Inserts IVR Rate your CS Agent In Store Extend Web Self Service to Mobile Web for in-store knowledge management and customer reviews Training Questions and Polling for Call Center Agents

21 Mobile Web-In Store Knowledge Management

22 Case Study- It s Simple Math! Average call center call: $5.64/call Typical monthly calls: 250,000 Monthly Costs: $1,410,000 Annual Costs: $16,920,000 SMS call volume reduction: 10% Calls displaced/month: 25,000 Calls displaced/year: 300,000 Pure Call Savings/year: $1,692,000 Cost per transaction $0.25 Monthly Costs: $6250 Annual Costs: $75,000 ROI: $1,617,000

23 Develop the Integrated Mobile Strategy Maximizing workforce efficiency Performance measures and compensation programs that recognize and reward both contribution and behaviors Training of staff on new process/technology People Strategy Technology What is your customer demographic? How do customers want to be communicated to? Contact Preference by Channel What is the overall CRM/contact center strategy? Customer End to End Process Analysis / Customer Touch Points Effective channel and multiproduct driven processes Contact modeling and interactive scripting Maximizing customer interaction value vs. processing time Business Processes What are the technologies that need integration? Consolidated Reporting and Data Analytics Leverage best practices Page 23

24 Q&A

25 Contact Info Carrie Chitsey, CEO For vcard text Carrie to David Glenn, VP of Business Development For vcard text DAVIDGLENN to