2.6 James Glasspool – Volt Delta

International Information Innovation Conference 2009 Day 2 1st October 2009 Steffen Schlimmer – NetBiscuits.com

James Glasspool – Volt Delta “ Increasing Retention through Customer Insight and Personalisation”

Increasing retention through customer insight and personalisation Loyalty & Retention Day 2 118 Awards James Glasspool Director of Strategic Marketing Ref: 19121 Issue: 1.0 © Volt Delta International 2009

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009

Volt Delta - Overview Ref: 18241 Issue: 2.4© Volt Delta International 2008 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Contact Centre Trends - 1 C O S T F O C U S Cost Effective Basics Customer Experience Mgt Customer Interactions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CUSTOMER FOCUS ,[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009 Basic ACD Workforce Performance Mgt Personalised Survey Reviews Multi-Media

Contact Centre Trends - 2 ,[object Object],[object Object],[object Object],[object Object],Call Centre Association Annual Survey of Members UK 2008 ,[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

DA or YP Contact Centre ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009

Market Situation - Why personalise? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009 © Volt Delta International 2007 Bain & Co. “Our studies show that a 5% increase in customer retention can increase a company' profitability by 75%”

Personalising services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009

From customisation to personalisation Customisation Personalisation ,[object Object],[object Object],[object Object],Tailor the experience for each caller for differentiation & to make service “sticky”. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Brand Wholesale – Retail Branding ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Scenario 1: VIP status ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009

Scenario 2: Location based services ,[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009

Explicit vs. implicit personalisation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009

Customer Insight ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Capture, share and analyse the voice of your customer Ref: 19121 Issue: 1.0 © Volt Delta International 2009

Insight with automated surveying ,[object Object],At end of call, customer is offered chance to participate in a survey Survey handled automatically by IVR Contact Centre Ref: 19121 Issue: 1.0 © Volt Delta International 2009 Customer calls in for service and is connect to agent Results continuously updated & fed to contact centre Agents get feedback of customer experience

Advantages of automated survey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009

Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009

Contact Details ,[object Object],[object Object],[object Object],[object Object],[object Object]

2.6 James Glasspool – Volt Delta

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2.6 James Glasspool – Volt Delta