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INI Enhancing Customer Experience.
- 1. Enhance Your Customer Experience Kirk Jesser Interactive Northwest, Inc. www.interactivenw.com
- 2. Who is INI? Dedicated to Customer Satisfaction INI has been delivering customer satisfaction in touch-tone and speech-directed self-service environments for over 20 years. Key Verticals Healthcare Financial Services Insurance Utilities Government Federal, State, Local www.interactivenw.com PAGE 2
- 3. Agenda Introductions What is Customer Experience? Use Case Examples INI Customer Experience Conclusion www.interactivenw.com PAGE 3
- 4. Have you ever… ? www.interactivenw.com PAGE 4
- 5. Have You Ever… ? Explained your reason for calling and then had to be transferred to “the right” representative? Let me transfer you to someone who can assist you… www.interactivenw.com If I get transferred one more time… I will scream! PAGE 5
- 6. Have You Ever… ? Then had to give your account information again? Can I have your member number? www.interactivenw.com Didn’t I already go through this? PAGE 6
- 7. Have You Ever… ? Waited in queue and been dropped or had your cell phone battery die while waiting? When is my call going to get answered?! All of our representatives are assisting other customers… www.interactivenw.com PAGE 7
- 8. Have You Ever… ? Tried to solve your own problem online and then called in for assistance, only to be insulted with a confusing menu of self-service options? If you are not a customer, press 1. If you are calling to report an outage, press 2. For cable service, press 3. For telephone, press 4. For internet, press 5. For hardware support, press 6. For technical support, press 7. For human resources, press 8 To speak with a representative, press 9. Huh? For more information you can go to www… www.interactivenw.com PAGE 8
- 9. Do YOU Ever… Do any of these things to YOUR customers? www.interactivenw.com PAGE 9
- 11. What is Customer Experience? Customer Experience… is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. It can also be used to mean an individual experience over one transaction. http://en.wikipedia.org/wiki/Customer_experience www.interactivenw.com PAGE 11
- 12. What is Customer Experience? 82% of customers buy more from companies who make it easier to do business with them British Telecom, The Autonomous Customer 2013, 2013 www.interactivenw.com PAGE 12
- 13. What is Customer Experience? Customer Experience Management A revolution is underway in customer service, being driven by new generations of consumers, new modes of communication, and consumer adoption of social media. To address these changes, companies need an end-toend approach to managing their customer experience that helps them leverage the latest in best practices and enabling technologies alongside their existing resources. www.avaya.com www.interactivenw.com PAGE 13
- 14. What is Customer Experience? Resources Agents IVR & Self-Service Personalization Speech Recognition CTI - Screen Pop Unified Communications Web, iPhone & Mobile Applications WFO Reporting & Analytics www.interactivenw.com Channels Web Site Mobile Device Email/Chat/Text Video Social Media Telephone PAGE 14
- 15. What is Customer Experience? Achieving Customer Satisfaction Short call times Short IVR menus Long business hours No call transfers US-based agents Short queue times First call resolution Polite and friendly agents www.interactivenw.com PAGE 15
- 16. What is Customer Experience? Achieving Customer Satisfaction Avaya Study - US Contact Center Decision-Makers Guide 2013 www.interactivenw.com PAGE 16
- 18. First Call Resolution Customers want to talk to the right person… the first time they call Don’t transfer me… again I already gave you my account info I just called and talked to… I spend a lot of money with you… Why do I have to talk to an agent for this? www.interactivenw.com PAGE 18
- 19. First Call Resolution Personalized Experience Lookup ANI / Caller ID Ask for (and keep) unique identifier Provide floodgate messages Account type / status Previous menu / agent selection Products purchased Dynamic menu options Automate “low effort” calls Provide agent with screen pops www.interactivenw.com PAGE 19
- 20. First Call Resolution Return on Investment – Screen Pop Inbound Calls 1,000,000 annual 1,000,000 1,000,000 5 minutes 4.75 4.5 300 seconds 285 270 4,750,000 4,500,000 $60,000 $60,000 $0.54 $0.54 $2,582,813 $2,446,875 0.03 0.03 $142,500 $135,000 $2,725,313 $2,581,875 $143,438 $286,875 19,230.77 weekly Average Call Duration 5,000,000 Total Minutes Average Agent Cost $60,000 annual $0.54 per minute $2,718,750 Annual Total Average Toll Charges 0.03 per minute $150,000 Annual Total $2,868,750 Annual Combined Total ROI: www.interactivenw.com PAGE 20
- 21. First Call Resolution Return on Investment – Screen Pop Reduce 5-minute call by 15 Seconds — Save $143,400 — Reclaim 250,000 minutes (2+ FTE) — Increased customer satisfaction & retention = Priceless! www.interactivenw.com PAGE 21
- 23. Improve Service Levels Customers Don’t Like to Wait I’m available now… Why aren’t you? I have other things I can be doing right now! My cellular minutes/battery are expiring I will call <your competition> instead This on-hold music is terrible Another #%$*& commercial??? My arm is getting tired I’ll call back later… maybe Quit telling me you know my time is valuable!! www.interactivenw.com PAGE 23
- 24. Improve Service Levels CallBack Applications When to offer callback — Average Hold Time — Agents Staffed Types of callback — AgentFirst or CallerFirst — Immediate or Scheduled Mobile and/or Web Integration Other departmental use — Help Desk — Human Resources — Facilities www.interactivenw.com PAGE 24
- 25. Improve Service Levels Value Proposition Improve caller satisfaction Flatten call volume peaks Create communication efficiencies Protect revenue Saves customer’s time & money www.interactivenw.com PAGE 25
- 26. Improve Service Levels My Choice… I am in control www.interactivenw.com PAGE 26
- 27. Improve Service Levels Note: Callback applications do not resolve staffing shortfalls www.interactivenw.com PAGE 27
- 29. Improve Service Levels Customers Want to Tell You How You Are Doing That agent did a great / terrible job I wish I didn’t have to listen to all of those menus When I was transferred I had to give all of my information again… I hate that! It’s not easy doing business with you Your product could be better if… I hated waiting for so long www.interactivenw.com PAGE 29
- 30. What is Customer Experience? The Customer Effort Score (CES) CES is measured by asking: “How much effort did you personally have to put forth to handle your request?” It is scored on a scale from 1 (very low effort) to 5 (very high effort). Harvard Business Review • July–August 2010 Stop Trying to Delight Your Customers www.interactivenw.com PAGE 30
- 31. What is Customer Experience? The Customer Effort Score (CES) Of the customers who reported low effort, 94% expressed an intention to repurchase 88% said they would increase their spending. 81% of the customers who had a hard time solving their problems reported an intention to spread negative word of mouth. Harvard Business Review • July–August 2010 Stop Trying to Delight Your Customers www.interactivenw.com PAGE 31
- 32. Improve Satisfaction Post Call Survey Respond rapidly to changes in customer sentiment Measure and enhance the customer experience Drive product and service improvements Provide data for effective business decisions Improve competitive advantage www.interactivenw.com PAGE 32
- 33. Great Customer Experience! The Bottom Line is… Follow the Golden Rule “One should treat others as one would like others to treat oneself.” www.interactivenw.com PAGE 33
- 35. The INI Customer Experience Focused on the Customer Experience Increase agent availability for high-effort requests Automate high-volume, low-effort requests first Touch tone vs. speech recognition Give callers the option to transfer Display account info to agent Consistency is critical Don’t over-engineer Keep It Simple… Multi-lingual www.interactivenw.com PAGE 35
- 36. The INI Customer Experience Focused on Your Experience Accessible Sales & Management Teams Avaya Focused Great Partners Certified Project Managers Dedicated QC Staff 24x7 Customer Support Options Block of Hours for Managed Services Flexible and Agile www.interactivenw.com PAGE 36
- 37. The INI Customer Experience Objective Process Application First Call Resolution Targeted Routing INI LaunchPort™ Improve Service Levels CallBack Management INI SureConnect™ Improve Customer Satisfaction Forms, Surveys & Order Fulfillment INI AudioForms™ Increase Customer Contact Proactive Outbound Notification INI Messenger™ Increase Revenue Payment Processing Pay by Phone High Availability Load Balancing INI EQuilibrium™ www.interactivenw.com PAGE 37
- 38. The INI Customer Experience Custom Solutions Appointment Reminders & Cancellations Benefits Information & Enrollment Account Information & Status Pay-by-Phone Account Activation Proactive Notification And more… www.interactivenw.com PAGE 38
- 40. Thank You! Interactive Northwest, Inc. www.interactivenw.com www.interactivenw.com
- 41. Conclusion INI develops innovative IVR, CTI, and self-service applications for high-volume contact centers. INI has a deep history in deploying applications on Avaya platforms—making it a reliable partner capable of delivering results that promote the success and profitability of our partners and customers. INI Contact info: Kirk Jesser Channel Sales Manager (503) 454-1377 jesserk@interactivenw.com www.interactivenw.com PAGE 41