CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems

1. Top 10 ways to maximize productivity with
Multi Channel Communications.
28th August 2014

2. INTUATE GROUP
CORPORATE OVERVIEW

3. Company Information
EST. 2000
Privately
Owned
South
African
Specialised
Integrated IT
Solutions
Bryansto
n Cape
Town
Durban
150 +
Experienced
Professionals

4. Offerings
Integrated
Contact
Centre
Business
Intelligence
Cloud and
Hosting
Data
Centre
Solutions

5. Server Offerings
High
Availability
Data Centre
Blades
Fault
Tolerance
Virtualisation

6. Storage Offerings
Enterprise Backup
Mid-Tier Niche

7. Call Centre Offerings
Business Process
Optimisation.
Workforce
management,
Campaign etc
Unified
Communications
Diallers,
Recorders, ACD
etc
Data Analytics
Speech analytics,
Compliance.
Business
Intelligence
PCI
Compliance

8. Steven Spratt
Business Development Director, Noble Systems EMEA
Leading provider of Contact Centre Solutions
Over 25 years experience working in the Contact
Centre Industry on both customer & vendors
sides.
Introductions

9. Company Overview
Founded 1985
WW HQ in
Atlanta, USA
African Partner
Intuate
No.1 O/B in UK &
US
4,000+
Customers
400 staff
50 in EMEA
6 African
countries
Tier 1, Top 10
Provider

10. Premise, Cloud or Hybrid Solution suite
Disaster Recovery | Business Contingency | Extended/Elastic Capacity
Hybrid
Hybrid
Hybrid
Hybrid
Hybrid

11. What do we mean by Multi
Channel?

12. What is multi-channel?
Page 23

13. Evolution of Contact Centres - Yesterday
Silo
Inbound
calls
Silo Manual
dials /
diallers
Silo
Email
Silo
Multiple
agent
apps
Silo
All disparate, minimal connectivity resulting in:
• Productivity losses
• Higher costs
• Poor management information
• Dissatisfied customers / Bad PR
• Missed collections targets
• Low RPC
Reporting
Silo
SMS, IVM
and Email

14. Evolution of Contact Centres - Today
Email /
social
media
Unified
Agent
Call Back
SMS
IB/OB
Voice
Automation/
IVM
Unified
Desktop
Reporting
Fully integrated, resulting in:
• Productive agents
• Cost reduction
• Less chance of bad PR
• Happier agents
• Achieved Collections/sales targets
/ High RPC
• Compliant
Hosted and/or Premise based

15. What are the most popular
contact methods used by
our customers?

16. Source : ContactBabel 2013

17. How is this likely to change in
the coming 12 months?

18. Source : ContactBabel 2013

19. Surveys show 70% of
customers prefer voice as
primary Contact media
Ensure traditional Voice is as
good as ever
Multimedia should improve the
customer experience
Don’t force your
customers to use
multimedia
Measure Your
Improvements
Train
Agents
See better
Results
Organise customer interactions don’t
add confusion
See Where
improvements
are required
Don’t Abandon Voice

20. Give the choice to the customer
‘Some people prefer to be contacted in different ways’
Call My
Mobile
Email Me
Text me

21. Who integrates or plans to
integrate Social Media &
who should own it?

22. Source : ContactBabel 2013

23. Social Media?
Anyone using Social Media in Collections?
SMS

24. Considerations
• Manage risk – once its out, its out
• Special type of agent
• What activities can the call centre agent
handle
• Offer the customer choice, but what sort of
transactions will be handled
• Assess technologies available

25. Multi Channel Blending to
the agent

26. Contact Centre Blending
“A call centre that allows agents to handle
multi channels of communication, such as
make and receive calls, email, Social Media
as demand and strategy dictate”

27. Multi Channel Communication Flow
Contact centre “A”
Contact centre “B”
CC
Platform
CRM
Email
Social
SMS
Voice

28. Benefit
• Improved Agent Productivity between
20-30%
• By increasing work types, when inbound
voice is quiet, agents can make calls or
handle other work like emails etc

29. Considerations
• Can agents cope with multi channels?
•Outbound agents can often cope with
inbound, but vice versa?
• Do all agents need to be blended? Cost
versus benefit?
• Productivity drop on outbound predictive
campaigns.
• Ensure technology can balance workload
based on priorities

30. Web Chat - What is the
optimum number of sessions
per agent?

31. Source : Contact Centre Helper 2013

32. What’s the average number
of applications used by an
agent on a call?

33. Unify Agent Desktop to gain benefits
Source : ContactBabel 2013

34. Unify Agent Desktop to gain benefits

35. Benefits
• Reduced AHT by 20-30%
• Increased agent productivity up to10%
• Increased up-sell / cross-sell opportunities
• Reduced training costs
• Better customer service – data available
at the right time to agent

36. Introduce Call-Backs

37. Call Centre Stats
Most annoying aspects of Call Centres
Leave me on hold too
long: 40%

38. Call Centre Stats
Average length that people believe they wait in a
contact centre queue is almost:
11 ½ Minutes

39. Real-Time Call Backs
• Improve customer experience – customer
retention
• Reduce abandoned calls – increasing
revenues
• Provide choice to your customer

40. Impact of Call-Backs
Standard Call Delivery Call Blending
Time (08:00 to 18:00)
Calls
Calls offered Calls answered Abandoned
Time (08:00 to 18:00)
Calls
Calls answered QB Call-backs Calls answered with QB
Calls Offered
Agent productivity with Inbound & Call Back Solution
Agent productivity with Full Blended Agent

41. Web Call Back
Phone Numbers 
Email 
Contact Boxes 
Address 
Now you can also
add Web Call-Back

42. Benefits
• Approx 10% increase in inbound agent
productivity – idle time used to make call-backs
and outbound calls
• Improve SLAs - reduce call abandonment
rates
• Handle 10% more calls with same staff or
handle same calls with less staff.
• Increased customer satisfaction / retention

43. Why introduce multi
channel WFM?

44. Source : Contact Centre Helper 2013

45. Multi-Channel Forecasting
• Ensure Holistic schedule
across all channels
• Maximise Email and
outbound scheduling
maximises inbound SLA
• Not all tools are equal -
outbound Scheduling
on Sale, RPC etc
• Smoothing with call-backs

46. Introduce SMS

47. Multi Channel Customer Contact - SMS
• Personalised
• Event driven
• Bi-directional
• On disposition
• Batch Campaigns
• Pro-active contact

48. Inbound SMS - Agent Experience

49. Benefits
• Compliment your inbound and outbound
voice campaigns with SMS
• Drive inbound contract
• Automatic throttle based on agent utilisation
• Batch campaigns on ‘non contactable’
customers
• Personalised reminders and confirmations

50. Introduce IVR & IVM
Channels

51. Interactive Voice Response or Messaging
• Message Blasting
• Personalised to customer –
name, values etc
• Self Service
• Automated Payments
• Reduce Calls
• Pro-active messaging

52. Benefits
• Compliment your inbound and outbound
agent campaigns with IVR/IVM
• Drive inbound contract with IVM
• Automatic throttle based on agent utilisation
• Batch campaigns on ‘non contactable’
customers – low value customers
• Personalised reminders and confirmations

53. Multi Channel Interaction
Analytics

54. Analyse across all channels
• Understand why your
customers contact you
• Link business process
issues from customer
contact
• Reduce repeat contact
• Improve agent
behaviour / training
• Stay compliant

55. Reporting and Analysis
Early Discovery Word Cloud
© 2013 Nexidia, Inc. Page 72

56. Multi Channel Analytics
“I’ve had to call back several times
and my internet service is still not working. I want this fixed
today.”
call back
service
today
Page 73

57. Reporting and Analysis - Agent Scorecard
© 2013 Nexidia, Inc. Page 74

58. Reporting and Analysis - Executive Dashboard
Sites
Randberg
Sandton
CapeTown
Durban
Port Elizabeth

59. Multi Channel Categorisation
Page 76
• Holistic view of
customer channels
• 100% multi channel
categorisation.
• Multi categorisation
of activity – not
reliant on agents
• Reliable, empirical
data

60. Multi Channel Outbound
Data Analytics

61. Benefits Delivered
Improve sales &
contacts by 15-
25%
Decrease list
penetration by
35%
€
£

62. Multi Channel Campaign Management - OnQ
• OnQ sits upstream from contact
channels and delivers calling list
records in small batches as they
are needed
• Key benefits:
– Automate campaign execution,
multi contact strategies, phone
rotation
– Dynamically move records
between campaigns and
channels
– Increase contact rates and
customer satisfaction with
intelligent recall and channel
targeting strategies
– Compliance across channels

63. OnQ Real-Time Control
• Move records between campaigns to provide a different treatment
as needed
• Move records based on individual call results, account
characteristics and overall call history

64. Summary – what Unified Communications
can do for?
Seamless
Customer
experience
Connect Collaborate
Better Utilisation
of Business
Processes
Better and
Faster Customer
Service
Better First
Be More
Productive
Call resolution

65. Thank you for your attention
For more information:
+27 (0)11.302.1200
info@intuategroup.com
www.intuategroup.com
Copyright © 2014, Noble Systems Corporation. All rights reserved. No part of this document/presentation may be reproduced in any
form or by any means without written permission from Noble Systems. Noble Systems, Noble, Composer, and the n-logo are registered
trademarks of Noble Systems Corporation. The information presented herein is believed to be accurate at the time of presentation,
but is subject to change at any.

66. Q&A