Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center

Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center Penny Reynolds Founding Partner Scott Norteman Director, Product Management Ann Conrad Communications Manager (Facilitator) Copyright 2003-2009, The Call Center School LLC

Speaker Biography Penny Reynolds Founding Partner of The Call Center School Leads curriculum development Regular speaker and contributor for industry conferences, association meetings and trade publications. Authored three books: The Power of One, Power Phrasing Call Center Staffing: The Complete, Practical Guide to Workforce Management Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff. Honors graduate of Vanderbilt University Call Center Magazine s prestigious Call Center Pioneer award. 615-812-8410 penny.reynolds@thecallcenterschool.com Copyright 2003-2009, The Call Center School LLC

The Cost of Understaffing A Hiring Freeze Example Hourly Call Volume Talk + ACW Time Staff Workload (in erlangs) Number of Staff ASA (in sec) Agent Occupancy 600 270 + 30 sec 50 hours 51 252 sec 98% 600 270 + 30 sec 50 hours 52 105 sec 96% 600 270 + 30 sec 50 hours 53 58 sec 95% 600 270 + 30 sec 50 hours 54 35 sec 93% 600 270 + 30 sec 50 hours 55 23 sec 91% 600 270 + 30 sec 50 hours 56 15 sec 89% Copyright 2003-2009, The Call Center School LLC

The Cost of Understaffing The Telephone Bill 55 staff 23 sec delay per call 230 min total delay @ $.05/min $ 11.50/hour 52 staff 105 sec delay per call 1050 min total delay @ $.05/min $ 52.50/hour Copyright 2003-2009, The Call Center School LLC

Other Possibilities for Cost Reduction Call avoidance Root cause analysis Opportunity review AHT reduction Long greetings, optional questions Correlation analysis Overstaffing reduction Consistency objective Different service focus Copyright 2003-2009, The Call Center School LLC

Productivity Gaps Key Questions: Where do you have gaps in efficiency? Do you waste time during the customer interaction? What else do you want to accomplish on a call? How can you improve the interaction: From the customer s perspective? From the agent s viewpoint? From a profitability perspective? Copyright 2003-2009, The Call Center School LLC

Perspectives on Productivity - 1 Customer Perspective: Better, faster access to customer records History of contact Contact information Transaction history Identification of priority customers Recognition of special needs Key Point: Efficient access to customer information provides FASTER service to customer, as well as more COMPREHENSIVE, PERSONALIZED service Copyright 2003-2009, The Call Center School LLC

Perspectives on Productivity - 2 Agent Perspective: Less effort in navigation More emphasis on: Listening to customer needs Verbal messages Vocal skills Less training time Smaller chance of error Key Point: More time to spend on areas that create payoff Copyright 2003-2009, The Call Center School LLC

Perspectives on Productivity - 3 Profitability Perspective: Lower handle time = less workload = reduced headcount OR More effective handling = Higher satisfaction and customer retention Better chance of up-sell or cross-sell Key Point: Desktop efficiency translates into higher profits due to both lower staff costs and higher revenue possibilities Copyright 2003-2009, The Call Center School LLC

Calculating the Return Calls/ Hour What if average handle time could be reduced by 10% or 30 seconds per call? Handle Time Erlang Workload Required Staff Service Level 1200 300 100 e 108 80/20 1200 270 90 e 98 80/20 10% reduction in handle time results in FTE savings of 10 people. 10 people at $20,000 per year = $200,000 cost savings OR Keep all staff. Use saved time for sales discovery time. 5% increase in upsell rate = 60 calls @ $50/sale = +$3,000/hour Copyright 2003-2009, The Call Center School LLC

Optimizing the Call Center Desktop Scott Norteman Director, Product Management

Presentation Highlights Who is Jacada? Optimizing the Desktop A Measurable Return Unified Desktop Overview and Key Features Case Studies Lillian Vernon Retail O 2 Telefonica Telecommunications Nationwide - Insurance Unified Desktop Implementation Best Practices 15

A Simple Philosophy The results are compelling, consistent and efficient customer experiences that drive business growth and profitability 16

How Jacada Works Solutions easy as 1,2,3 3 Optimize Easily iterate and improve the speed, quality and consistency of customers interactions 2 Unify Leverage a universal service framework that can be deployed ubiquitously across your channels 1 Integrate Develop consistant and correct foundational interfaces across your backend systems Web Retail Device CSR Jacada Workspace Framework Jacada Fusion Middleware Billing CRM OSS Up-sell 17

The Jacada Solution 18

Jacada Unified Desktop Measurable Return on Investment Expense Reduction Decreased AHT Reduced error rate Reduction in training and complexity Decreased hiring and ramp-up for new CSRs Improved compliance / decreased risk exposure Improved first call resolution Revenue Generation Increased sales Increased close rates Increased revenue per transaction Improved up-sell/cross-sell opportunities Intangibles Improved agent satisfaction Increased staff retention Increased agent skill-base Improved customer satisfaction In-call intelligence / analytics 19

Unified Desktop Overview

Jacada WorkSpace Unified Desktop Key Features Primary & Secondary Navigation to all CSR applications Integrated CTI Bar & SoftPhone Persistent Customer Information Automated Login & Re-login to key applications Quick Links to Resources & Applications Customer/Policy Intelligent View Integrated Messaging Integrated / Automated Notes 21

Jacada WorkSpace Key Solution Components Review Jacada WorkSpace Foundation Laying the foundation of a unified agent desktop, providing CSR tools, links and profiles for the call center. Intelligent View (Composite View) Creating a client details tab (single / intelligent view of the customer) that will contain information that represents a complete view of the existing customer and launch automated processes / call flows to facilitate most important call types. Re-Engineered Call Flows Streamlining high volume, high complexity processes. Interaction Timeline Enabling CSRs to see and drill down on customer activity/events in a visual, intuitive format. Application Integration Integrate existing systems using native API s and Jacada Fusion Technologies to support the Intelligent View and Re-engineered Call Flows. Automated Logon Mask the logon and automate the re-login process for most systems to facilitate the functionality contained in the unified desktop without burdening agents. CTI Integration Capture the caller ID to use as a trigger for automated lookups and other events. Drive Efficiency, Reduce AHT, Improve Customer & Agent Experience 22

Case Studies

Lillian Vernon Retail - Before Corporate Goal Reduce Handle Times and Training Costs Leading catalog and online retailer that markets gift, household, children's and fashion accessory products. Handle times too long, want to reduce by 20 seconds Seasonal ramp up is required to go from 125 to 600+ reps each year Agent training is extensive and attrition is high during training Complex navigation of systems frustrates agents Manual paper forms require agent time to prepare and process, and there is no accountability for quality. 24

Lillian Vernon Retail - After Results Timeframe 6 Months Leading catalog and online retailer that markets gift, household, children's and fashion accessory products. Training Time Reduced 50% (hire over 300 seasonal CSRs) AHT Reduced 17%+ Attrition Reduced Attrition & Seasonal Hire Ease of Use Eliminated Outsourced Facility 25

O 2 Telecommunications - Before Corporate Goal Improve Customer Experience, Reduce Costs Challenges/Objectives Improve & differentiate customer experience Reduce cost of operations Focus on improving customer experience for Prepay Customers Simplify the way they buy, build, deliver and run their technology Targeting a reduction in the number of applications year on year. Transforming the organisation, making sure people have the right skills, in the right places Leading European Communications Service Provider 26

O 2 Telecommunications - After Results 4 Months Leading European Communications Service Provider Timeframe Callbacks Reduced 30% AHT Reduced 12% Data Settings Universal Agent Now occur in real-time Migration to Virtual Interaction Environment 27

Nationwide Insurance - Before Corporate Goals Improve Revenue Opportunity, Reduce Cost One of the largest insurance and financial services companies in the world Challenges/Objectives Increase Revenue (up-sell / cross-sell) Improve Customer Experience through process simplification Increase Customer Retention Reduce Customer Support Costs (common platform) Reduce training times Increase CSR retention rates Reduce Operational Costs Increase system integration and disaster recovery options Enhanced system audit and update processes 28

Nationwide Insurance - After Results Timeframe 6 Months One of the largest insurance and financial services companies in the world Training Time Reduced 2 Weeks AHT Reduced 20% ROI Less than 12 Months Annual Savings $6 Million 29

Implementation Best Practices

Unified Desktop Implementation Best Practices Keys to a Successful Unified Desktop Project: Engage and utilize your on-the-floor experience and creativity. Every call center/segment is unique Understand the details of How and Why (There is usually a business reason). ) Identify your deltas - Document and understand the key systems & processes by call center and CSR/Agent segment. Don t try to boil the ocean! Know that successful project deliveries often demand an iterative implementation approach. Identify and prioritize target processes and inefficiencies to drive the most value from the most common call types in early project phases. 31

Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center Penny Reynolds Founding Partner penny.reynolds@thecallcenterschool.com 615-812-8410 Scott Norteman Director, Product Management snorteman@jacada.com 770-352-1300 Ann Conrad Communications Manager aconrad@jacada.com 770-352-1300 Thank you for attending! Jacada Inc. 400 Perimeter Center Terrace Suite 100 Atlanta, GA 30346 770-352-1300 http://www.jacada.com Copyright 2003-2009, The Call Center School LLC