The Future of Customer Service

Transcription

1 The Future of Customer Service Richard Kenny, EMEA Marketing Manager 19 May 2011 Simply Smarter Communications

2 The Contact Centre is Changing Why? 75% of consumers say they would do business with a company based on a great Contact Centre experience. 1 80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree. 2 69% of large B2C organisations in the UK and US view their call centers as business-critical revenue generators. 3 1 Genesys, Global Consumer Survey 2 Bain & Company 3 Loudhouse Research survey of strategic decision makers BELIEVE /25/2011 2

3 Believe BELIEVE /25/2011 3

4 Three Areas That Drive Change People Places Technology BELIEVE /25/2011 4

5 The Right People BELIEVE /25/2011 5

6 Customer Experience Defined by Your People New management styles needed Trust Empowerment Investment BELIEVE /25/2011 6

7 A New Work Dynamic - TRUST Culture based on Trust Remote/mobile workers harder/longer Shared belief that people want to do a good job Employer and Employee on the same side Pursuing same cause, vision, goal, objective, result People are self-motivated With freedom, employees naturally take greater responsibility Every customer interaction influences your brand Positively or negatively BELIEVE /25/2011 7

8 Recognise This? Big problem at home with BT internet they r tinkering to change to adsl 2. real cock up brain dead in call centre clueless. After 5 mins told BT bloke on phone who I was and I make pc's and routers for day job. Made no diff still went tru stupid check list.help! This BT call centre is for biz line and so called VIP, hate to think what happens to normal consumers BT were talking cr.. my IT guy coming with new router to prove 100pc. Will spend today making BT CEO sorry he got out of bed this morn I touched a nerve at BT got top people on the case THANKS TO TWITTER : BT were monitoring. All fixed thanks to MY IT man long story... To be fair BT service to sort my Internet since highlighted on twitter been excellent I even got a call from the CEO. Investigating BELKIN BELIEVE /25/2011 8

9 Have You Heard of...? David Caroll United Breaks Guitars (Youtube 9.5M views) Youp van t Hek De Help (@youpvanthek - 75,000 followers) Lily 2.5M followers BELIEVE /25/2011 9

10 It s not just your call recording systems listening now... BELIEVE /25/

11 A New Work Dynamic - EMPOWERMENT Customers are more empowered with knowledge gathered through self-service channels Companies can no longer afford to follow the scripts Poor service for customers Frustrating for agents Direct link between self-determination and job satisfaction Higher job satisfaction = lower agent turnover Lynn Holdsworth, Susan Cartwright, (2003) "Empowerment, stress and satisfaction: an exploratory study of a call centre", Leadership & Organization Development Journal, Vol. 24 Iss: 3, pp BELIEVE /25/

12 Investment in Contact Centres You trust your team... You ve empowered them to solve problems... But you re not training them? And you want them to use last century s technology? BELIEVE /25/

13 The Workplace Revolution BELIEVE /25/

14 Working Elsewhere BELIEVE /25/

15 Centralised Contact Centre BENEFITS Simplest to manage Economies of scale Controlled environment Cultivation of common culture Low-cost of personnel development Best data security protection Noise controlled with environmental factors CHALLENGES High fixed CAPEX Heavy OPEX Unnatural work environments Difficult to offer local service (language/knowledge) or specialist service offerings BELIEVE /25/

16 Centralised Contact Hubs BENEFITS Resources grouped together in different locations Creates local offices Supports short-term campaigns Offers local language/knowledge support Can phase out operations when not needed Robust perimeter security CHALLENGES Cost per head may be higher Higher facilities management overheads BELIEVE /25/

17 Virtual Hubs BENEFITS Ultimate in flexibility No geographical limits on deployment of skilled individuals and new expertise Zero fixed costs Cost savings as much as 50 percent Low investment in technology for end points CHALLENGES Acoustic challenges that need to be managed with headset technology Need to work harder to maintain culture Requires new management approach to maintain morale Data issues and network security Unsupervised access to customer data BELIEVE /25/

18 Consistent Customer Experience? Does your voice experience inspire trust? How do you deal with varying noise levels across multiple environments? BELIEVE /25/

19 Reduce the Impact of Noise? EncorePro Best in class background noise reduction Complete flexibility on microphone position Audio Processors Reduce background noise for contact centre and customer Overall Impact? Easier to understand calls Less mistakes and repetitions Shorter calls Better Security BELIEVE /25/

20 Believe in Technology Simply Smarter Communications

21 Unified Communications in the Contact Centre Transformation offering real benefits to first call resolution Delivering three way conversations Remote team collaboration Nemertes Research annual benchmark survey, % of companies are planning Unified Communications in the Contact Centre BELIEVE /25/

22 Maximising collaboration in the contact centre Increasing number of calls need escalation UC used to find best available expert Savi wireless headset enables 3-way conversation Drives first call resolution Improves agent learning BELIEVE /25/

23 Acoustic Intelligence THE RIGHT CONVERSATION SPEECH IMPACT THE RIGHT TECHNOLOGY VOICE INTELLIGIBILITY THE RIGHT DESIGN AUDIO ERGONOMICS Headsets offering protection against sudden unexpected sounds BELIEVE /25/

24 Speech Impact Power Pitch Pace Pause BELIEVE /25/

25 Poll What type of skills training courses have you been on? Presentation skills Listening skills Using your voice None of these BELIEVE 2011

26 Believe BELIEVE /25/

27 Benefits to Contact Centre Change Shorter calls Reduced mistakes & repetitions Reduced absenteeism & churn Working from home and trusting approach drives loyalty Improved customer satisfaction Improved FCR through accessing back office expertise BELIEVE /25/

28 Believe in the Contact Centre Management by trust Liberate your workplace Use the power of technology BELIEVE /25/

29 Simply Smarter Communications