Provides a brief overview of SPOT Consulting LLC\'s service offerings.

1. Overview
of
SPOT
Consul2ng
LLC
November
2011
Copyright © 2011 SPOT Consulting LLC 1

2. SPOT Consulting LLC - Vision & Mission
• Vision
– Improve
the
opera7ng
effec7veness
of
clients
by
providing
the
best
technology
solu7ons
and
management
prac7ces
available
• Mission
– Provide
outstanding
consul7ng
advice
– Op7mize
revenue
genera7ng
opera7ons
and
cost
reduc7ons
to
hit
financial
and
opera7onal
objec7ves
– Stay
current
with
advanced
technologies
in
service
opera7ons
– U7lize
leading
edge
procurement
prac7ces
for
clients
who
wish
to
outsource
service
opera7ons
Copyright © 2011 SPOT Consulting LLC 2

3. Corporate Overview
• Business
performance
consul7ng
• Focus
is
contact
center
op7miza7on
• Blend
exper7se
in
opera7ons,
finance,
and
technology
to
– Increase
sales
and
margins
– Improve
First
Call
Resolu7on
– Drive
higher
customer
sa7sfac7on
– Lower
transac7on
costs
• Headquartered
in
Aus7n,
TX
• Privately-­‐held
Copyright © 2011 SPOT Consulting LLC 3

4. Core Capabilities
• Market
Intelligence
– Primary
&
secondary
research
on
contact
center
issues
– Used
as
the
basis
for
opera7onal
improvement
ini7a7ves
• Chat
and
Social
Media
Op7miza7on
– Based
on
extensive
Market
Intelligence
studies,
we
improved
PC
OEM’s
chat
channel
sales
results
by
over
27%
• Cer7fica7on
Services
– SPOT
Performance
Management
Model
Tiers
1,
2,
3
• Vested
Outsourcing
– Cer7fied
Deal
Architect
– Contact
center
SME
fclient’sniversity
of
Tennessee
We transform our or
U business performance
Copyright © 2011 SPOT Consulting LLC 4

5. The Problems We Solve
• Organiza7ons
need
customer
service
strategies
that:
– Improve
customer
sa7sfac7on,
while
reducing
customer
effort
– Lower
cost
of
service
via:
• Improving
opera7ons
• Outsourcing
• Implemen7ng
mul7-­‐channel
approach
– Meet
or
exceed
targeted
revenue
and/or
margin
goals
– Leverage
key
technologies
• WFM
• Training
• Emerging
channels
Copyright © 2011 SPOT Consulting LLC 5

6. Our People
• Experienced
experts
– Extensive
experience
in
North
America,
Japan,
La7n
America,
Europe,
Asia,
Australia,
and
emerging
markets
– Know
the
contact
center
industry
• Opera7ng
/
op7mizing
cap7ve
and/or
outsourced
centers
• Know
the
key
providers
and
issues
in
each
market
– Capabili7es
– Pricing
– Opera7onal
challenges
– Can
move
quickly
to
implement
real
change
in
the
field
– Help
you
organize
and
manage
change
ini7a7ves
Copyright © 2011 SPOT Consulting LLC 6

7. Our Partners
• We
partner
with
providers
who
offer
leading
edge
solu7ons
for
your
issues.
Copyright © 2011 SPOT Consulting LLC 7

8. International Experience
• SPOT
staff
have
worked
with
centers
in
– North
America
• US,
Canada,
Mexico
– La7n
America
• Argen7na,
Brazil,
Costa
Rica,
Dominican
Republic,
El
Salvador,
Mexico,
Panama
– Europe
• Bulgaria,
Germany,
Holland,
France,
Sweden,
UK
– Middle
East
• Egypt,
Jordan,
Kuwait
– Asia
• China,
Indonesia,
Malaysia,
Philippines,
Singapore,
Vietnam
– Australia
– India
– Sri
Lanka
Copyright © 2011 SPOT Consulting LLC 8

9. Client Experience
See www.spotconsulting.biz for most current listing
Over 80% of our clients are Fortune 100 organizations
Copyright © 2011 SPOT Consulting LLC 9

10. The Challenge
• Contact
centers
are
caught
between
opposing
pressures
– Requirement
to
increase
sales
– Rising
customer
service
expecta7ons
– Opera7onal
need
to
drive
down
costs
• No
common
set
of
opera7ng
measurements
– Revenue
per
call?
– Cost
per
call?
Third party outsourcing only makes it worse
– Cost
per
seat?
• Performance
and
data
metrics
from
opera7ons
and
IT
seldom
align
Majority of executives think their contact centers cost too much and deliver too little
Copyright © 2011 SPOT Consulting LLC 10

11. Our Solution
• Contact
center
performance
op7miza7on
– Increased
conversion
/
sales
rates
– Higher
first
call
resolu7on
– Improved
customer
sa7sfac7on
– Lower
opera7ng
costs
• Complete
vendor
management
solu7ons
• Sourcing
analysis
and
implementa7on
management
We enable you to deliver sustainable, cost effective customer satisfaction
Copyright © 2011 SPOT Consulting LLC 11

12. Typical Client Success Story
The Challenge Results with SPOT
Ø Needed to increase close rate in chat ü Close rate up 10.7% points
Ø Lacked information on best practices for chat ü Revenue per sales up 24.7%
Ø Did not have the right metrics for chat ü Margin per sale up 38.3%
Ø Customer experience erratic ü Customer satisfaction up 5.1% points
Ø Agents not reflecting brand’s desired image ü Much closer reflection of brand image through
better communication styles
“SPOT’s consulting help added millions to our profits – it was a huge success!”
Director, Consumer Sales, PC OEM
Copyright © 2011 SPOT Consulting LLC 12

13. Typical Client Success Story
One of America’s Largest Electronic Retailers
The Challenge: Results with SPOT:
Ø Poor sales performance ü 10% sales increase
Ø High call per incident rate ü 62% improvement in information accuracy
Ø Low customer satisfaction scores ü 60% reduction in staffing requirements
Ø Managers had no metrics to improve results ü 12% of costs in additional cost savings
Ø Additional staffing costs to meet peak demand ü “Top” customer satisfaction scores
“We could not have asked for a better performance improvement partner.”
VP Strategy and Business Development
Copyright © 2011 SPOT Consulting LLC 13

14. Typical Client Success Story
The Challenge Results with SPOT
Ø Excessive customer churn ü Call volume reduced by 12 million calls in 2008
Ø No accurate CSAT metrics or measurements ü $53.3 million savings from improved IR
Ø High inconsistencies in service delivery ü 28% improvement in CSAT in 12 months
Ø Extremely low call issue resolution rates ü 13.6% year over year improvement in FCR
Ø Operational gaps across global centers ü New process implemented globally
“The 12 month improvement in contact center performance saved us $53M!”
VP Operations, Leading U.S. Telecommunications Provider
Copyright © 2011 SPOT Consulting LLC 14

15. For
addi7onal
informa7on,
email
info@spotconsul7ng.biz
or
phone
(+1)
512-­‐551-­‐2342
THANK YOU
Copyright © 2011 SPOT Consulting LLC 15