Transforming Customer Engagement

© Netcall 2014

© Netcall 2014

Conflicting Pressures for UK Contact Centres

What they are and ways to manage them…

© Netcall 2013

© Netcall 2014

Today’s agenda

• Contact centre managers under pressure• Aim for a “Customer Engagement” strategy• Integrate standalone systems• Enable agent performance• Automate solutions• Workforce management• Remote working• Back office synchronisation• The hazards• Single multichannel platform• Sustainable multichannel solutions

© Netcall 2013

© Netcall 2014

Research base of 1,300 conducted in September 2014

GENDER AGE REGION

© Netcall 2013

© Netcall 2014

Contact centre managers under pressure

Customers want more

Any device, channel, time

Squeezed budgets

££££

39%Will reduce

OpEx in 2014

Pressures could compromise the quality of your

customer service

Voice

Email

Web chat

Self-

service

Letter Social

med

ia

PostOther

© Netcall 2013

© Netcall 2014

Here’s how to plan your journey to a low cost multichannel contact centre…

Aim for a “Customer Engagement” strategy that

• Maximises efficiency• Reduces cost profile• Reduces customer effort

© Netcall 2013

© Netcall 2014

Integrate standalone systems

• The dangers of not integrating systems– System complexity– Multiple sign-on– Slow to navigate– More agent training time– Can increase cost– Difficult to manage and control

Obvious Clues:• Queue times / abandonment• Customer Effort / Net Promoter Scores• Overall operational costs

Hidden Costs:• Excessive agent training• Incomplete interactions / wrap-up• Restricted view of information• Compromised agent capability• Poor reporting and analytics

© Netcall 2013

© Netcall 2014

Enable agent performance

• Link to your CRM system• Introduce multi-skilled agents• Accommodate new low cost channels

© Netcall 2013

© Netcall 2014

Automate solutions

• Effective queue management• Introduce proactive response• Can reduce agent costs by 10%• Rapid payback

© Netcall 2013

© Netcall 2014

Workforce management

• Systematically improve agent effectiveness• Agent costs can be reduced by 10%• Typical ROI within 12 months

© Netcall 2013

© Netcall 2014

Remote working

• Access to a broader pool of agent knowledge

• Extend service beyond the contact centre

• Greater flexibility to manage call spikes

© Netcall 2013

© Netcall 2014

Back-office synchronisation

• Real-time view of interaction• Unified agent desktop• Reduced Average Handling Time• Improved workflow efficiency

© Netcall 2013

© Netcall 2014

The hazards!

• Integrating standalone systems into a multichannel contact centre is complex, risky and unsustainable over the long term

• The lowest cost of ownership for multichannel environments is achieved using a single streamlined platform from a single vendor

© Netcall 2013

© Netcall 2014

Single multichannel platform offers low TCO

• A single platform allows contact centres to take strategic decisions which deliver the best in customer experience

© Netcall 2013

© Netcall 2014

Sustainable multichannel solutions

• Companies need multichannel solutions that deliver low TCO and are sustainable

© Netcall 2013

© Netcall 2014

Find out more!

@netcall

netcall.com

netcall.com/blog

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