Agenda: Case Study VW Credit. Change Your Reality Operational Realities Transaction volumes are increasing. PerformanceEdge
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1 Agenda: Operational Realities Outbound Campaign Planning & Case Study Benefits of linking Campaign Management & Workforce Management Aspect Campaign Management Aspect eworkforce Management Possible ROI Case Study VW Credit Claire Richardson Change Your Reality Operational Realities Transaction volumes are increasing Lack of forecasting and planning yields poor staff utilisation Reporting is late or non-existent Limited insight into real-time events Siloed systems require manual report compilation Technologies don t support business process initiatives Multiple contact centres increase the pressure 2 Synchronised with Aspect AspectUnified Unison SynchronisedCollections Collections with IPand and PerformanceEdge PerformanceEdge Aspect Unified IP (or dialler) with Campaign Manager determines Best Time to Call based on contact history and available staff PAST-DUE DEBT Agent performance shortfalls identified in Performance Management with coaching sessions set and tracked Schedules and skills are optimised and synchronised to Campaign Manager PerformanceEdge Campaign Management & eworkforce Management The New Standard in Contact Center Optimization Supervisors score calls. Quality scores sent to performance management PAYMENT Set goals and create agent performance scorecards. Send proficiency scores to WFM 6
2 Typical Collections Environment Business Objectives Aspect Advanced List Management Maximizing right party contacts Utilise historical contact information and behaviour models to predict future contact behaviour Best time to call strategies to improve right party contact rates Advanced campaign management tools produce more effective and productive outbound campaigns Need to improve productivity and revenues collected Inability to load balance calls across multiple dialers leading to ineffective staff utilisation Inability to prioritise and target customers at their best time to call High idle times due to restricted campaign management capabilities Need to reduce unnecessary costs including telecom costs associated with Wrong party contacts Focus on highest value customers Utilise priorities to contact highest risk /sales probability customers Wrong party calls minimised and useless attempts decreased More efficient utilisation of resources Load balance calls across dialers for more effective staff utilisation Reduce idle times through more effective campaign planning and removing list management off the dialers Improved contact centre staffing through outbound workforce management integration 7 Typical Key Business Challenges Typical Key Business Challenges Improve productivity and revenues Increasing staff to increase outbound collections revenues is a costly alternative. More staff = more attempts but does not increase RPC / connect rates Best time to call capabilities will optimize lists and contact customers at the most appropriate time Customers have experienced on average 20-45% increase in RPC s per connect without staff increases. Ability to load balance records across multiple locations Ability to target and prioritise accounts with a list based on segmentation strategies Manual sorting criteria can lead to high idle times Accounts can be prioritised based on multiple criteria, e.g. unpaid direct debits, customers approaching 2nd missed payment Reduce delinquency rates by prioritising customers about to roll over to next bucket Reduce number of lists required to target these customers today resulting in greater economies of scale and more productivity Reduce Idle times Provide more effective staff utilisation Ability to build disaster recovery into the outbound dialler estate If one dialer fails, records can be immediately re-routed to another dialer whilst adhering to OFCOM regulations Reduce idle times through more effective campaign planning Removing list management off the dialer frees up processing power and allows more throughput resulting 5 10% reduction in idle times through 9 Potential Benefits from Campaign Management Aspect eworkforce Management Improvement in Collections Revenues Evaluate multiple staffing scenarios Assumption = 10% improvement in RPC s delivered through best time to call, advanced campaign management capabilities, automating and workflow and removing list management off the dialer management 8% increase in revenues collected per annum ( 3 million) Assumption = 5% improvement in staff utilisation 1.4million in additional revenues collected per annum 5% reduction in Wrong Party Connects, results in lower telecoms costs Determine optimal staff and resource deployment Reduce number of staff required to meet service level or outbound campaign goals Increase revenue & customer satisfaction Respond to unexpected events Evaluate & empower employees Reduction in unnecessary costs Maintain right number and type of agents Improvement in staff utilisation 8 11 Empower agents to manage own schedules Balance business with employee needs Track actual to targeted agent performance across the enterprise
3 Considerations for Effective Outbound Staff Forecasting Outbound Campaign Planning Outbound Forecasting Parameters: Goals of Outbound Campaign Component Operating hours Minimum Staff level Required List Pass % Required RPC/connect % List Size Right Party and Wrong Party AHT Generate outbound campaign plan (outbound forecast) that can be used by other parts of the ewfm application Provide repository for outbound data Base outbound campaign plan on historical completion percentages & RPCs Automate the collection of outbound data as much as possible Calculate outbound campaign plan Specify list size and number of passes Position slider (weight) to emphasize/deemphasize completion percent View/save results in report Outbound Campaign Parameters Used for Forecasting and Planning of Outbound Work An Auto Finance USA Case Study Connect and right-party connect completion ratios are combined with list size, number of passes, and weighting factor to forecast the attempts, connects, and right-party connects 14 The Results Reduced list passes by 50% Ability to plan effective staff schedules against outbound campaign requirements Ability to create what-if scenarios to plan future campaign requirements. Reach more decision makers with fewer dial attempts 15 Financial Organization - Results The Results 35% Increase in Right Party Contact per Connect 18% increase in Promises to Pay per agent hour 20% reduction in Wrong Party Contacts per agent hour Continuously expanding portfolio with no staff increases PerformanceEdge VW Credit Case Study The New Standard in Contact Center Optimization 18
4 VW Credit Company Background VW Credit Challenge VW Credit, Inc is a wholly owned subsidiary of Volkswagen of America, inc Refine customer service and collections contact centre processes Finance company servicing Volkswagen, Audi and Bentley customers Operational set-up 5 sites throughout North America 450 agents Managing customer service and collections Customer care split into four groups Contact centre, Financial care, Document care, Titles & registration Collections divided into several teams Outbound under 30 days, Inbound/outbound over 30 days, Asset recovery, Excess wear and tear & deficiency team Maximise the capabilities of the technology investments made by the company for contact centre solutions, whilst balancing costs and service Reduce abandonment rates for customers calling for payment or inquiries Protect the company s assets by resolving delinquent accounts Improve customer service levels and average speed of answer times Better automate the process for scheduling agent time and vacation Offer variable scheduling, allocate time for non-phone activities Improve control over agents abilities to manage their own work/life balance 19 VW Credit The Solution VW Credit The Results Implementation Aspect eworkforce Management and Campaign Management capabilities of PerformanceEdge Suite Benefits obtain from Aspect eworkforce Management and Campaign Management: eworkforce Management & Perform enhancement for real time adherence data Better forecasting / more accurate planning, effective scheduling, real time information for collecting complex agent data Aspect Enterprise Campaign Manager to better manage delinquent accounts Automatically recognise customer that more 30 day past payment, re-route to an agent directly More effectively target outbound collections campaign, using best time to call algorithms eworkforce Management provided: Increased productivity & revenue, reduced staffing & operational costs 80% reduction in supervisor time managing agent schedule 23% increase in service levels Low agent attrition rate average experience of agents 7 to 8 years 21 VW Credit The Results ROI Calculation Benefits obtain from Aspect eworkforce Management and Campaign Management: Improvement in Collections Revenue Aspect Enterprise Campaign Manager together with Campaign Optimizer provided the collections group significant improvements: National average for +30 day payment delinquencies = 1.63% VW Credit with Aspect Enterprise Campaign Management achieved = 0.90% for +30 days and 0.15% for +60 days Achieved historically low vehicle repossession rate by targetting delinquent users based on best-time-to-call data provided with Campaign Optimizer: 2003 average repossessions per month = average repossessions per month = Average value of Promise / Payment = 200 RPC s per agent hour = 3.35 Conversion RPC to Promise / Payment = 60% Revenue per agent hour = 401 Value Promises / Payments per week = 715,826 Value Promises / Payment per annum 36,354,116 With Campaign Optimizer 22 Without Campaign Optimizer 20 Average value of Promise / Payment = 200 RPC s per agent hour = 3.63 Conversion RPC to Promise / Payment = 60% Revenue per agent hour = 435 Value Promises / Payments per week = 773,237 Value Promises / Payment per annum 39, % increase in revenue collected per annum = 8% ( 3,080,964) 24
5 ROI Calculation Increase Staff Utilisation Outbound collections staff = 50 Agent hours per week = 37.5 Shrinkage = 33% Total working hours = % time doing non core work = 5% Total hours doing non core work per week = RPC s per agent hour with Campaign Management = 3.63 Increased Collections RPC s (core work)= 228 Revenue per RPC = 200 RPC / Promise = 60% Total Collections Revenue increase per week = 27,361 Total Collections Revenue increase per annum = 1,395,417 25
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