BT Contact Centre Efficiency Quick Start Service

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1 BT Contact Centre Efficiency Quick Start Service The BT Contact Centre Efficiency (CCE) Quick Start service enables organisations to understand how efficiently their contact centres are performing. It identifies, prioritises and structures potential improvement areas, reviews the associated costs and quantifies the business benefits. Organisations can rapidly discover which best practices and technology options can support a strategy for achieving an industry-leading customer-facing, highly efficient contact centre operation. By using a structured and collaborative framework, BT helps reduce the business risks involved in the delivery of transformational change.

2 About BT s Contact Centre Efficiency Quick Start Service The importance of CCE Customers, now increasingly mobile and Internet savvy, are becoming more demanding about the service they receive. They expect to engage with organisations however and whenever they choose and benefit from a high quality service every time. And if they don t get the service they expect, they will willingly take their business elsewhere. The implications are considerable for today s contact centres that provide a vital interface between organisations and their customers. Operations are under pressure to effectively support multiple customer channels and to stay open for longer while delivering excellent customer service all while driving down costs and improving staff productivity. Many large organisations face the challenge of managing increasingly distributed contact centre operations with expert agents in different locations and timezones some with staff working flexibly from their own home. Ensuring an efficient contact centre operation has never been more essential to keeping customers loyal and costs to a minimum. However, to achieve this and deliver competitive advantage depends on having the right technology, processes, people and culture in place. Improving CCE While many organisations are aware of the importance of improving CCE and customer service levels, it s often difficult to understand where to direct and prioritise activity to deliver the best business results. There is also a multitude of contact centre technologies now available from different vendors to help drive efficiency and effectiveness so much so senior managers can find it a struggle to evaluate them accurately and decide how to adopt the relevant technology for their business. The BT CCE Quick Start service assesses the capabilities of your contact centre operations benchmarking them against good industry practice and identifies how to improve these capabilities in the short and long-term. Specifically, using modelling techniques, BT can help you understand and quantify the effects of changes to a contact centre operation, evaluate the different options available and provide evidence to inform the business case. The Quick Start service involves the relevant stakeholders from the start in discussions and demonstrations of opportunities for enabling transformational change. The process helps you create an implementation plan and realise the potential. Friends Provident has implemented an end-to-end converged IP Telephony environment enabling it to operate a virtualised business model. Skilled employees within the organisation, irrespective of their location, can form a virtual network of experts available to effectively service customer needs. The company expects to achieve payback on its investment in just 18 months. When we got to the point where we felt that IP Telephony technology was sufficiently mature, we started looking at organisations that claimed to be suppliers and integrators of IP Telephony solutions. BT was much the strongest in terms of demonstrating what it had already done, rather than just talking about it. Vicky Williams, Head of Networks, Friends Provident We selected BT to head up this program based on their leadership and experience in contact centre technology and capabilities and their ability to manage a project of this scope globally. Michael Culleton, Director, Microsoft OneCall In particular, you will be able to: Ensure project sponsors and stakeholders agree the reasons for change Ensure project sponsors and stakeholders commit to the process of change Identify and address the root causes of existing problems Approach implementation with the confidence that benefits will be seen across the business Drive implementation using the best combination of processes, people, technology and locations

3 The process Status checklist Begin your Quick Start service by completing a checklist on the status of your current contact centre operations. Every organisation is different and the checklist enables you and your BT Account Manager to discuss, at a high level, where your issues may lie. From there we can establish the most appropriate starting point for the remainder of the Quick Start service. There are two levels of Quick Start possible. Your BT Account Manager will work with you to determine the most suitable following a thorough analysis of your requirements. These levels address the key challenges faced by organisations in increasing CCE - from a technology, process and people perspective while improving service levels. They draw on BT s own experiences of running one of the largest multimedia contact centres in Europe and in helping other organisations deliver transformational change. Each level also draws on BT s wider consultancy approach and provides support to your organisation throughout the full project life cycle. Level one: Quick Start Workshop A high level engagement, culminating in a one day workshop, involving the key stakeholders within your organisation and experienced BT contact centre consultants. Step one: A questionnaire is submitted by BT to understand the state of your contact centre infrastructure, assess your operational effectiveness and efficiency and reveal any plans you may have for future enhancement. Step two: BT prepares a structured workshop session based around the questionnaire s responses. This is tailored to your organisation and the contact CCE issues highlighted in the questionnaire. Step three: BT facilitates a workshop to review the priority areas identified through the questionnaire. The event will typically be attended by senior members of staff. It aims to enable participants to reach a common understanding of the current issues and opportunities, why these exist and explores approaches that can be taken to improve CCE. Level two: Quick Start Assessment A CCE Quick Start Assessment will typically take place over a three-week period. This will establish a much greater understanding of your operation, the ICT infrastructure that underpins it, levels of effectiveness and opportunities for improving efficiency. Step one: Planning A kick-off audio meeting is held to agree the basic engagement structure, stakeholders required and meetings schedule. Step two: Initial Situation Analysis Establish a general understanding of your contact centre architecture and operation along with any known issues, requirements etc. This is done through a series of structured meetings (utilising high-level review tools) and a documentation review. Step three: Conduct Assessment First run-through of the CCE model in a workshop environment. Capture issues, perform an impact analysis and create an initial assessment of the desired state, based on business requirements. Develop initial recommendations. Step four: Establish Recommendations Conduct additional investigation and undertake a further workshop to complete the assessment. Following this, findings are reviewed and recommendations agreed with the customer s core team. Step five: Present Findings The summary findings and recommendations for enhancing CCE are issued and discussed in a final executive presentation.

4 The outcome Having gone through the BT CCE Quick Start service, you will be able to identify and prioritise areas of improvement that will bring clear business benefits. The specific tools and solutions that best meet your organisation s requirements depend on your situation and the work done during the Quick Start process. BT offers a comprehensive range of contact centre and customer management solutions including hosted and on-premise IP contact centres and CRM related business applications. It means we can help your organisation deliver the improved service your customers demand, while providing the cost-efficiency and flexibility required in today s competitive environment. Some examples of our CCE offerings are included here: Customer Management Consulting Services A series of more in-depth and focused consulting offerings that cover different aspects of customer management, such as: Customer Experience Strategy Action Session provides specialist consultancy in three areas of customer experience: technology; psychology; and futurology. It comprises a series of workshops taking insight from best practice, predictions for the future and research into customer, operational and behavioural requirements to help guide and inform your customer experience strategy. Customer Accessibility Audit looks at how easily customers can access your services across all channels phone, electronic and face-toface. Rather than integrate all channels immediately, our approach focuses on delivering good customer experience via each channel first, then drawing them together. Customer Experience Culture Audit focuses on employee experience to improve profits and customer experience. It provides a psychological and statistical analysis of motivation and incentive strategies you have in place and can assess if they are supporting or detracting from the customer experience. Voice of the Customer Engagement equips organisations with a clear view of what matters to customers and the demands they place on the operation. BT gains its insight through analysis of customer calls live or recorded and satisfaction surveys. It provides powerful insight to enable performance improvement. First Contact Resolution Review is a consulting engagement designed to assess an organisation s customer enquiry handling processes (primarily via the telephone) in key areas of the service delivery chain. It evaluates your current ability to resolve queries at first point of contact against industry and best practice benchmarks to determine areas for improvement which will increase customer satfisfaction and reduce service costs.

5 Enabling the Virtual Contact Centre BT s CCE solutions, combine best-of-breed technology from BT s partners with BT s own extensive operational expertise and field experience to deliver a highly efficient, virtual contact centre: Multimedia Automatic Call Distributor: provides the intelligence behind any IP contact centre, routing multimedia calls (via phone, SMS, web or ) to appropriate agents. Detailed analysis software: provides a comprehensive view of all contact types and agents for effective management of a virtual contact centre across distributed locations. Smart Desktop and Smart Applications: enable agents to access resources securely regardless of their location with intelligent applications that enable recording, workforce optimisation and switch upgrades. Flexible infrastructure: a modular approach for dynamic scaling of agents and capabilities as well as locations. Flexible deployment choices: BT can deploy solutions on your sites, managed by BT; host them exclusively on your behalf; or as a payas-you-go, On Demand service. On Net, for instance, is a fully managed service hosted within BT s secure data centres on a dedicated platform. The benefits BT s CCE services and solutions focus on helping you: Increase efficiency and reduce costs across your organisation Migrating to an IP solution enables you to consolidate your infrastructure and operations to improve efficiency levels delivering economies of scale, reducing investment and management costs. Optimise customer management and increase satisfaction Intelligent ACD means you can match customers directly to agents who have the skills to effectively deal with their enquiries, with information provided to the agent about the customer. It reduces customer handling time, increases first contact resolution and improves the customer experience. Enable multi-channel operations Put in place a flexible infrastructure that allows your organisation to service its customers through multiple channels, including voice, web, chat, and text messaging on mobile phones. Centralise reporting Empower your organisation with a single view of what is occurring across all its contact centres and agents regardless of their location. Increase staff productivity and retention Support more flexible working practices by enabling home-working and remote office set-up. It enables you to cope with spikes in demand more readily while ensuring immediate customer access to expert staff. It s proven to be a key way of boosting productivity and reducing staff turnover. Provide operational flexibility With a consolidated voice and data network, you can rapidly deploy new applications to boost the performance of your staff and their ability to meet your customer requirements. By taking advantage of hosted solutions, you can rapidly adapt your contact centre capability, scaling it up and down to meet changing customer levels.

6 Status checklist The following questions will help determine the most effective starting point for a BT CCE Quick Start engagement with your organisation. Please answer Yes, No, or Partially by checking the appropriate box. You can then total your answers in the summary section, which will give you and indication of your current status. 1. Organisational awareness and commitment Is the phrase Contact Centre Efficiency recognised across your organisation? Is there recognition across Senior Management and wider stakeholders of the need for and value of CCE? Is there a formal owner of CCE within your organisation? Is there a CCE strategy with policies that are well defined and followed across the organisation? Is there awareness across Senior Management of the impact of any current issues being faced in the CCE area, and the need to resolve these issues? Has your organisation ever conducted an official pilot-project that employs CCE technologies? Have you ever assembled any cross-functional teams to identify potential problems/ opportunities that might arise from CCE? 2. Current CCE effectiveness Is your internal contact centre infrastructure enabling best in class customer service? Are you measuring your CCE effectiveness against industry standards and best practices? Are you working effectively with business partners and contractors, exploiting the new digital networked economy? Is your internal contact centre infrastructure enabling new business opportunities to be developed rapidly? Are regulatory compliance requirements being fully met? Are customer calls routed dynamically using intelligent call routing technologies? Are your customers able to self serve by accessing information directly? Is the recruitment and retention of contact centre agents problematical? Is the service provided to your customers impacted by seasonal call traffic variations? Are your contact centre Management Information (MI) systems providing enterprise wide visibility of call handling performance? Do you have the need to turn up or down the quantity of contact centre agents at short notice? Are your vital information assets being adequately secured? 3. Current and planned CCE initiatives Are business and functional requirements that drive CCE initiatives well understood? Is there a signed-into business case for CCE enhancements agreed across the organisation? Are CCE initiatives being formally prioritised and co-ordinated, to achieve the greatest immediate and long term business benefits? Is there a clear roadmap agreed across the organisation for improving and exploiting CCE, with measurable milestones in place? Is there an established CCE programme across the organisation, with appropriate governance and being measured for success? 4. Summary 1. Organisational awareness and commitment 2. Current CCE effectiveness 3. Current and planned CCE initiatives

7 Why BT? BT s CCE solutions can help your organisation deliver the improved business efficiency and flexibility required in today s competitive environment, while transforming your customer experience. BT is uniquely positioned to help you deliver transformational change offering: Unrivalled scale and expertise: We manage one of the largest multimedia contact centre operations in Europe, servicing 20 million of our own customers, and have deployed contact centre solutions in over 800 companies across 4,000 global sites. Engagements designed around your business: We enable organisations to move at their own pace when upgrading to an IP or hosted solution, providing a modular upgrade path and technical roadmaps. Access to industry leading skills: We have 25 years experience in delivering contact centre solutions to some of the largest organisations in Europe, Asia-Pacific and America and carry the highest levels of technical accreditations in the industry in recognition of our skills investment. Flexible deployment options: BT can offer a range of contact management deployment options including customer premise, managed, hosted or fully outsourced to meet your needs. About the BT Quick Start Series BT s Quick Starts are concise, service-led engagements focused on key services and technologies that are of critical importance to organisations within the digital networked economy. These services and technologies combine to form a wider infrastructure model, each representing significant advances and long-term efficiency for the organisation deploying them. The Quick Starts can be used as an integral part of an organisation s development roadmap. They enable customers to assess, test, plan and establish the validity of each service or technology in manageable parts. Each Quick Start comprises clearly defined stages and outcomes that will provide the information necessary both to deploy a solution and to justify commercially any required infrastructure, network or other changes. What next? We can take you through the benefits and implications that would directly affect your organisation. In addition, we can help to build tangible examples that are more valuable to your business stakeholders. Contact your BT Account Manager to arrange a meeting and discuss CCE in more detail. Offices worldwide The telecommunications services described in this publication are subject to availability and may be modifi ed from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc 2007 Registered office: 81 Newgate Street, London EC1A 7AJ Registered in England No Designed by Loewy: London PHME XXXXX