CRM, BPO, MultiVendor Management

1. Multivendor Management V6-0

8. The Growing Complexity of Today’s Contact Center Influence Outsourcing Home Agents Multiple Sites Enterprise Video Voice Chat/ Email Customers have high expectations Power fueled by the Internet Multiple Channels Systems Processes Multiskilled Agents

9. … Translating into Operational and Strategic Challenges Data silos hinder the ability to obtain key business metrics and an overall view of the contact center Challenges understanding and managing Customer Experience across multiple channels and locations Demanding business environment requires immediate response to events Challenges in complying with regulations and minimizing business risk while ensuring consistency of service Current methods for ensuring quality of service are no longer sufficient – need to be more proactive Competitive pressures require better insight into market and customer dynamics

10. Analyst Opinions “ Competitiveness increasingly depends on the ability to detect critical events sooner and respond to them faster” “ Firms must model customer behavior, turn analysis into action and revise constantly …”

12. Multivendor Management Framework Client Governance and Interface Geography Shared Services Business Objectives Consumer CSP = Customer Service Provider Technology Service Provider Assist Text Web IVR Kiosk/ POS Mobile finance, planning and budget command center knowledge management process & performance improvement forecasting staffing and scheduling training data analysis and reporting business process compliance transaction monitoring delivery management customer experience strategy performance management strategy contract management North America Europe, Middle East, Africa Asia Pacific Latin America Service Provider Management vendor account management on-site program managers csp #1 csp #2 csp #3 csp #4 csp #N

18. Multivendor Management Effectively Utilizes Reporting and Analytics to Drive a Consistent Customer Experience and Transformation

20. Example Scorecard Metrics * Secondary if sufficient volume of surveys Voice of the Customer Voice of the Employee Voice of the Business Executive Leadership Site Call Center Leadership Site 2 nd /3 rd Level Management Front-Line Call Center Supervisor Agents Enterprise Customer Satisfaction Survey Results Team & CSR QA Results Customer Survey Results IVR (25%), Enterprise (80% top two box score) Customer Survey Results IVR (50%) Enterprise (80% top two box score) Customer Survey Results IVR (75%) Enterprise (80% top two box score) Reporting Group QA Results QA Results* IVR C-Sat Results Annual Employee Satisfaction Survey Results Employee Survey for Current Client and Business Issues Attrition Annual Employee Survey % Participation Attrition Attendance Annual Employee Survey Results % Participation Results Attrition Attendance SLAs % Contacts Self Service Site Cost/ Contact or Cost/Resoution % Staff to Forecast Schedule Adherence AHT ACD Occupancy Group/Team ACD Occupancy AHT Schedule Adherence ACD Occupancy AHT Annual Employee Survey % Participation Results FCR or Issue Res. Attrition Attendance Attendance Quarterly Climate Employee Survey Results Employee Survey for Current Client and Business Issues Schedule Adherence FCR or Issue Res. FCR or Issue Res. FCR or Issue Res.