Challenges when investing in leading edge technologies in the contact centre

1. © 2010 Intuate Group. All Rights Reserved.

2. Challenges when investing in
leading edge technologies in the
contact centre
© 2010 Intuate Group. All Rights Reserved.

3. THE CHALLENGE…
• CONTACT CENTRES OFTEN THRIVE OR FAIL ON THE BACK OF
MARGINAL CHANGES IN PERFORMANCE
• MANAGERS STRUGGLE TO CURTAIL THE BUDGET WHILE
BUSINESS APPLIES PRESSURE TO ACHIEVE STRATEGIC
BUSINESS PRIORITIES WHICH ARE HIGH ON THE AGENDA OF
CEO’S
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4. BUSINESS AGENDA….
BUSINESS PRIORITIES FOR CEO’S
2011 2010
Retaining and enhancing existing customers 1 1
Attracting and retaining skilled workers/talent 2 2
Attracting new customers 3 4
Responding to regulatory changes 4 5
Building a responsive flexible organisation 5 10
Reducing costs via better efficiency 6 6
Source: Gartner 2011
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5. THE CALL CENTRE SHIFT…
From people centred
operations to automated
cost efficient systems
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6. REMEMBER…THEN!!
…people,
paper, and
voice only!
…no
screen, or
computer
capabilities
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7. AND NOW….!!
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8. MOBILE INTERNET WAVE …
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9. Mobile Internet Adoption Rates….!!!
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10. THE AGENT-CENTRIC CALL CENTRE…
The
Speech Customer
Blended - Analytics IVR
Inbound
Outbound Intelligent
Voice
Messaging
PBX / ACD
Social
media
WFO
CRM/CEX
Voice and
system Predictive
recording Diallers
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11. THE TECHNO-CENTRIC CALL CENTRE…
WFO/WFM The Customer
IVR
QA C
SPEECH O IVM
U
ANALYTICS N
D N
S SOCIAL
E I Q
RECORDING O MEDIA
S V U
L
K E E
CRM I
T R U
SMS
D
INCALL O S E
A
CEX P A E-MAIL
T
MAINFRAME L
E
INTEGRATION WEB
D
BUSINESS CHAT
INTELLIGENCE
FAX
VOICE
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12. SO WE HAVE ESTABLISHED THAT YOUR
CUSTOMER WANTS AND NEEDS…
• Customer Interaction - it is a major component of the Customer Experience
– Your Contact Centre is the hub – Leverage It
• Convenience
– Voice, VOIP, Video, Email, Chat, SMS, Social Media etc
– Ubiquitous Access – PC, Mobile Phone, Tablets, Kiosks etc
– 24 X 7 X 365 - Always On
• Personalisation
– Know Me – Know My Value
– Adapt to my preferences – CRM Integration
• Effective service
– First Call Resolution
– Consistent Interactions
– Prevent Repetition
• You to be proactive
– Inform Me
– Guide Me
– Anticipate my needs
© 2010 Intuate Group. All Rights Reserved.

13. AND REMEMBER….
BUSINESS PRIORITIES FOR CEO’S
2011 2010
Retain and enhance existing customers (CEX) 1 1
Attract and retain skilled workers/talent (PERF MAN) 2 2
Attract new customers (MORE CONTACT) 3 4
Respond to regulatory changes (PCI DSS) 4 5
Build a responsive flexible organisation (BI) 5 10
Reducing costs (NO $) 6 6
Source: Gartner 2011
© 2010 Intuate Group. All Rights Reserved.

14. CALL CENTRE CHANGES…
Linear Call Lateral Call Conceptual Call
Centre Centre Centre
Q Q Q
& & &
A A A (Interpretation)
+ +
Action Action
+
Advice
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15. INSTEAD OF THIS…
Linear Call Lateral Call Conceptual Call
Centre Centre Centre
Q Q Q
& & &
A A A (Interpretation)
+ +
Action Action
+
Advice
© 2010 Intuate Group. All Rights Reserved.

16. WE SHOULD HAVE …
Linear Call Lateral Call Conceptual Call
Centre Centre Centre
Q Q Q
& & &
A A A (Interpretation)
+ +
Action Action
+
Advice
© 2010 Intuate Group. All Rights Reserved.

17. TECHNOLOGY TO THE RESCUE – UNIFIED AND
INTEGRATED PLATFORM…
• Inbound, Outbound and Blended Communications
• Advanced Multimedia Skills Based Routing
• Self Service and Proactive Notification
• Agent Desktop Unification Blended
• Scripting and Workflow Management Media Outbound
• Workforce Management and Optimization
• Voice logging, Screen Capture,
• Quality Assurance Management Inbound Self
Common Service
• Enterprise Speech Analytics
Management
• Real-Time Connectors to CRM & ERP Interface
• Executive Dashboards Agent Maestro Recording
Workflow & Speech
• Business Analytics Composer Analytics
• IP Infrastructure / VOIP & TDM
• Security and PCI Compliance
Business Workforce
• Cloud Based Deployment Options Optimization
Analytics
• Open and Flexible Platform
• Robust Integration Tools
• And much more …
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18. Noble Contact Centres…
Market leader in Unified Communications Solutions
• Inbound / outbound / blended multi-channel
contact management
Celebrating 24th year anniversary
• 3000 + client base worldwide
• Award winning organisation
• Client solution focused
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19. CaaS Solution…
• Communications Platform on Demand
• Flexible Deployment Options
– Private Cloud
– Public Cloud
– Hybrid Approach for Elastic Capacity
• Reduced Initial Capital Outlays
• Speed to Market
• Business Continuity Solution
• Regulatory Compliance – Insurance!
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20. BUT !!!…
REDUCE costs (NO $)
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21. WE ARE SEEN AS THE…
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22. WE ARE ASKED TO…
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23. AND AVOID AT ALL COSTS THE…
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24. SO ACTUALLY WE ARE……
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25. BUT WE ARE EXPECTED TO BE…
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26. START FROM THE BEGINNING…
• SPEND THE MONEY ON A PROPER ASSESSMENT TO PLOT YOUR AS-IS
– BENCHMARK YOUR PERFORMANCE AGAINST YOUR CURRENT STATISTICS
– PINPOINT YOUR COMPLEXITY AND IMPACT PROFILE
– COMPARE THIS TO GLOBAL BEST PRACTICE
– FOCUS ON THE AREAS IDENTIFIED IN THE ASSESSMENT WHERE YOU CAN IMPROVE
• PLOT A TO-BE SCENARIO
– SPEND THE TIME, EFFORT AND MONEY ON A PROPER FUNCTIONAL AND TECHNICAL DESIGN
– CONSULT A BUSINESS PROCESS EXPERT TO RE-ASSESS EXISTING BUSINESS PROCESS AND IDENTIFY
SPECIFIC INEFFICIENCIES
• SCENARIO PLAN THE OUTCOME OF A SUCCESSFUL IMPLEMENTATION
– USE YOUR AS-IS BENCHMARKS AND COMPARE THEM AGAINST YOUR TO BE WISH LIST
– CONSIDER BEST PRACTICE STATISTICS AND PLOT A PATH TO GET THERE
• DON’T BE SHY TO ASK FOR A POC FROM YOUR VENDOR
– USE YOUR AS-IS AND TO-BE STATSITICS AS KPI’S AND CRITICAL SUCCESS FACTORS FOR THE POC AND
CONTRACT ACCORDINGLY
• PLOT AND NEGOTIATE A ROADMAP WITH YOUR SELECTED VENDOR
– INSIST ON A PLAN WITH PROPER PROJECT GOVERNANCE AND CHANGE MANAGEMENT IN PLACE
– NEGOTIATE TRAINING PLANS AND COSTS UP FRONT
– SEPARATE MAINTENANCE, SUPPORT AND SLA!
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27. PLEASE DONT…
• PENNY PINCH ON TRAINING
– MANY PROPOSALS HAVE LESS THAN 2% OF THE COST ALLOCATED TO TRAINING – THAT’S
CRAZY!
– “HANDS-ON” OR “ON-THE-JOB” TRAINING MORE OFTEN THAN NOT MEANS “WE DON’T HAVE
A TRAINING PLAN OR TRAINING COLLATERAL
– “TRAIN THE TRAINER” OFTEN MEANS “WE DON’T REALLY HAVE THE TIME TO TRAIN YOUR
USERS AND IF YOU DON’T HAVE A TRAINER YOURSELF, WE’LL JUST PICK ONE”
• BELIEVE THAT YOU HAVE TO DO THE FORKLIFT OR BIG BANG
APPROACH
– MOST TECHNOLOGIES NOWADAYS ARE OPEN ENOUGH TO ALLOW YOU TO SWEAT SOME
VIABLE ASSETS AND EVEN KEEP THEM IF NEED BE
– PROPERLY UNIFIED AND INTEGRATED TECHNOLOGIES WILL ENABLE YOU TO USE ONLY
THE PARTS AND FUNCTIONS WITHIN THE SOLUTION THAT YOU NEED TO ADDRESS YOUR
FOCUS AREAS AND YOUR VENDOE CAN ADJUST PRICING ACCORDINGLY
– YOU CAN ROLE OUT SEATS ACCORDING TO A SENSIBLE ROADMAP WHERE EACH
CAMPAIGN CAN BE TESTED FOR PERFORMANCE IMPROVEMENT BEFORE MIGRATING IT
TO PRODUCTION
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28. Please do improve cost effectiveness by…
• Driving Customers to Self Service
– IVR and Email - drive call volume lower by 18%
– Proactive Notification & Social Media - drive call volume lower by 25%
– Costs are low (R 2.50 – R 3.50 per transaction)
– Gain control of call volume sent to agents
– Use technologies like queue busting to minimise abandoned calls
– Ask customers to rate their experience before they disconnect
• Agent Assisted
– Skills based Routing - Improves FCR Rates
– Predictive Dialler can increase Agent productivity by 300%
– Costs are moderate (R 8 – R 20 per transaction)
• Expert Assistance
– Reserved for Most Valuable Customers
– Costs are high (R70 per transaction)
• Work @Home Agents
– Lower Infrastructure Costs
– Flexible Schedules using WFM - Higher Motivation - Higher Productivity
– Employ Technology to manage like they are in the centre
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29. One last bit of advice…
• IF AT ALL POSSIBLE, CHOOSE A VENDOR THAT UNDERSTANDS ALL
ASPECTS OF YOUR CALL CENTRE – NOT JUST THE SOLUTION THEY
SELL
• CONSIDER THE IMPACT OF THE TECHNOLOGY INVESTMENT ON OTHER
PLATFORMS SUCH AS:
– DESKTOPS
– LAN AND WAN
– COMMUNICATION COSTS
– TELEPHONY, SWITCHES
– SECURITY
– DATA AND VOICE RECORDING STORAGE AND BACK-UP
– DISASTER RECOVERY AND BUSINESS CONTINUITY
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30. And lastly - Technology is an enabler…
• Develop a strategic blue print
– Engage Executive Champions
– Engage the frontlines of the contact centre
– Engage Infrastructure and IT
• Technology is NOT a silver bullet
– One size does not fit all
– Choose Right Product(s)
• People and Process do matter
– Follow Best Practices
– Leverage a Partner or Consultant
– Benchmark current performance
– Deploy Champion – Challenger Teams
– Train and then retrain often
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31. INTUATE GROUP DRIVES OUR CONTACT
CENTRE BUSINESS IN COLLABORATION
WITH OUR PARTNERS
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