how to gain a competitive advantage with a virtual call center
TRANSCRIPT
How to Gain a Competitive Advantage with a Virtual Call Center
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Agenda
Cloud technology market overview
Benefits of a Virtual Call Center
Questions to address before selecting a solution
How to Compete Against Larger Businesses
Case Studies
Q&A
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Which of the following support channels do you typically use to reach a business with customer support questions? What did you use two years ago?
Customers are switching to digital and mobile channels
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Businesses must be adaptable while managing costs
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Cloud technology helps businesses differentiate
Implement Consolidate Optimize Transform
Goals Efficiency and cost savings
Efficiency and customer satisfaction
Effectiveness and customer
loyalty
Customer experience
Deployment Mix of applications and
services
Cloud call center platform used to
route and manage channels
Cloud-basedrouting integrated across
communication channels
Standardized communicationtools across business,
connected by data
Channels One to two channels
Multichannel Cross-channel Data & workflow sharing across functions
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Adoption of cloud-contact center technology is rapid
-
200
400
600
800
1,000
2014 2015 2016 2017 2018 2019
Agent positions (000s)
The number of cloud-based agent seats in North America will grow at 20% from
2015 to 2016
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What is a virtual call center (VCC)?
A complete package of quick-to-deploy, cloud-based customer support applicationsEssential:
ü Basic inbound call routing with voiceü Advanced multi-channel routing (web chat, and email)ü Automated voice self-service (touchtone or speech recognition)ü Integrated call recording and quality monitoringü Out of the box CRM integrations
Add-ons:ü Outbound dialingü Role-specific reporting and performance metricsü Mobile dashboards showing real-time performance updates on different devices
ü Voice of the customer analytics
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What are the benefits?
§ Cost savings§ Pay-as-you-go subscription pricing§ Internal resources for managing the call center§ Hire agents in any location
§ Deployment times§ Delivered via a browser, minimal installations§ Available CRM integrations
§ Access to the latest features§ Implement channels in stages§ Regular feature upgrades
§ Usability§ User friendly solutions are typically more intuitive
§ Scalability§ Manage seasonal call volumes or company growth
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Goals• Customer support requirements
• Business objectives
• Customer satisfaction metrics
• Agent performance tracking
Channels• Customer preferences and common queries
• First phase (voice, email)
• Second phase (chat)
• Voice and web self-service options
Technology• Agent desktop functionality
• Integrations with CRM
• Industry regulations
• Reporting and analytics options
Staff• Agent hiring and training
• Seasonal flexibility and growth strategies
• Staff locations and device accessibility
• Shared data across business functions
Essential considerations for businesses
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Business goals and metrics
§ What is the primary reason for implementing a new support platform?
§ Which shared business objectives can be impacted by customer service?
§ Which metrics will you use to track improvements in customer satisfaction?
§ How will you monitor the efficiency of your customer service organization?
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Communications channels and interaction types
§ What are the primary channels?§ Do you require inbound and outbound voice capabilities?
§ How are communication preferences and interaction volumes evolving?
§ Can alternative channels such as web chat help you differentiate?
§ Which common questions do customers ask in each channel?
§ Which questions can be resolved in self-service?
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Technology features and functionality
§ What are the most essential agent desktop features?
§ How will industry regulations affect your business (call recording, PCI, HIPAA)?
§ Do you need the ability to connect customer data across channels?
§ Is speech recognition important for your automated self-service?
§ Which performance reporting and analytics tools are essential?
§ Do you require voice of the customer analytics tools?
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Organizational structure
§ How many agents are required to handle queries in each channel?
§ Will you need additional staff to handle higher interaction volumes during peak seasons?
§ Where will your support staff be based and will you hire home-based agents?
§ Which devices will your team be using?
§ How quickly can new agents be trained on the call center platform?
§ Which employees would benefit from access to customer data?
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When Competing with Larger BusinessesFeeling like deck is stacked…in their favor?
ü Resourcesü Budgetü Brand awarenessü Costü Distribution
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What is Your Competitive Strategy?
Based on Porter’s Generic Competitive Strategies
Customer Service a Key Differentiator
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Riches are in the Niches
ü Personalized customer service
ü Product knowledgeü Local businessü Family runü Flexibilityü Best overall experience
What is Your Key Advantage?
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Case Study: Business Services
Challenges• Small company that provides outsourced call center support for 100+ dental offices remotely
• Current platform lacked analytics and reporting, plus call queues, auto answer
• Replace platform graduallySolution• Cloud based Premier Edition with Self-‐Service and BluIP soft-‐phone integration
Results• Deployed the next day after seeing demo• Director of IT caught on quickly and made immediate changes to manage call centerplatforms
Industry: Dental Practice Seminar and Alliance Network
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Case Study: VIP Pet Care
Challenges• Rapid selection and deployment timeframe• Replace outdated ACD, add self service IVR• Integrate CC to provide geo-‐location searchSolution• Cloud based Premier Edition with Self-‐Service and API integration
Results• Deployed in days, preventing any major business impact
• Ease of use empowered staff to make any necessary changes on the fly
Industry: Vet Care Wellness Provider
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Case Study: Plated
Challenges• Disconnected systems• Poor response and abandon rate• No insight to business performanceSolutionGenesys and Zendesk integration, streamlined ticket process creation, new IVR and relied on CX Analytics dashboard for improved operational performance
ResultsHT reduced by 50% to 7.5 min / t• AHT reduced by 50% to 7.5 min / ticket• CSAT increase from 70s to mid-‐90s• Scaled back agents by 50% due to automated processes
• Reduced escalations
Industry: Delivery Service of Pre-‐packaged Healthy Meals
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• Deploys quickly with point and click simplicity
• No capital investment with low operational costs
• Designed for business user control
• Multi-‐Channel Universal Queue with Calls, Web Chat, and Email
• Robust IVR and CRM integration
• Out-‐of-‐the-‐box reports for end-‐to-‐end multi-‐channel visibility
Genesys Premier Edition
Pure cloud-‐based virtual call center (VCC)
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1. Be Responsive to Your Customers
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2. Proactively Anticipate Customer Needs
ü Art of listeningü Tapping big dataü Use of IVR and CRM
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3. Empower Your Customer Service Agents and Supervisors
ü Make changes faster
ü Easy to useü Remote access
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Recommendations
§ Use cloud technology to be more nimble
§ Look for an integrated suite of routing and automated self-service
§ Add channels in stages based on short- and medium-term priorities
§ Use data to give customers that personalized touch
§ Share customer information across departments