strategies for dramatic cost reduction june aus contact final

Welcome to Today’s Webinar :

We will begin at approximately 12noon AEST

Strategies for Dramatic Cost Reductionin the Contact Centre

© Enghouse Systems Ltd 2011

Meet your moderator

Fiona KeoughCEO Auscontact

Sydney, Australia


How to interact with us Today:

Type your comments and questions here

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Welcome

John CrayVP, Product Management

Enghouse Interactive


One minute on Enghouse …

Founded in 1984

Delivering contact centre communications products for over 20 years – to currently over 10,000 customers

1200+ employees, $250M in revenue, market cap over $1.3B, profitable

Global Operations in 15 countries

Customer Communications Software and Services

Telecommunications and Utility Networks Software

Transportation Services and Operations Software


Our Agenda Today

Putting Cost Reduction in PerspectiveCan You Save Money While Protecting Customer Relationships?

Key Cost Savings Methods: Making It About ROI

The Enghouse Approach

Quick Success Stories


Worldwide Top 3 issues in a contact centre (Gartner)

» Improving customer satisfactiono It’s about their time and it’s about your people

The timeliness and quality of your customer interactions

» Increasing revenueo Maximized when it’s the best person to interact with the customer

Best skill set, deepest existing relationship

o Increased when you can be proactive Timely outbound contact

» Decreasing costso Many opportunities for greater efficiency through smart

communications Self-service options (IVR, web) Agent productivity (screen pop, desktop tools for multichannel) Blended inbound multichannel; blended outbound interaction


Which top Gartner issue would your contact centre most relate to?

Improving customer satisfaction

Increasing revenue

Decreasing costs

Poll Question:


The natural conflict …

CostReduction

CustomerSatisfaction

Vs.

BOTH


Where are the costs?

Source: CONTACT BABEL U.S. CONTACT centre DECISION-MAKERS' GUIDE (2014)


Efficiency matters…Contact centre operating expenditure

Technology is nothing. What's important is that you have a faith in people, that they're basically good and smart, and if you give them tools, they'll do wonderful things with them.” - Steve Jobs


How Do Agents Spend Their Time?


Average Cost of Agent Call

INBOUND CALL OUTBOUND CALL

$5.84 $6.34

IT/Technology Technical Queries Can Be Much Higher: In Excess of $30/Call


OPTIONS FOR CUSTOMER SELF-SERVICE


Best interactions for self-service


Self-Service Types by Vertical

Self-service activity Typical sector offering this form of self-service

Problem reporting and resolution IT helpdesk

Account access Banking

Product information Retail

Online registration Any

Order entry Retail, travel

Balance inquiry Banking, credit cards

Dealer or store location inquiries Car sales, retail

Ticket booking Cinemas, other entertainment

Real-time punctuality checks Airlines, trains

Status checks Retail (esp. online), IT helpdesk

Address changes Subscription services, utilities

Form filling Any

Brochure request Travel, retail

Password reset Finance, IT


Use and Usefulness of Self-Service


Uses of Outbound Proactive Self-Service


OPTIONS FOR AGENT PRODUCTIVITY


Time Taken to Verify Caller’s Identity

SO … Automatically “screen-pop” the customer record using Caller ID, Issue ID, Customer Name or ID, or From Address


How many applications do your operators use on a daily basis?

One

Two

Three

Four or more

Poll Question:


The Problem of Agent Desktop Complexity


Getting agents the information they need

Use of knowledge workers for customer service


StaffingLevel

Time of Day

Nu

mb

er

of

Calls

Efficiency through workload flattening …

Offer Self-Service Options (IVR, etc.)Shave Time Off Calls (screen pop, tools)Offer Callbacks (in slower times)Move Calls to Emails


OVERALL COST SAVINGS APPROACH …


Contact centre Efficiencies, an additive approach

No automation Screen pop Skills-basedrouting

IVR & WebSelf-Service

Proactive Outbound Email and Web-basedCommunications

The impact of proactive communications management:

COSTS

VALUE


A quick savings analysis …

Potential Contact centre Efficiency Yearly Savings

Suppose … you run a 50-agent contact centre, averaging 80% agent utilization efficiency.Agents are at $40K/year. CC takes 1500 calls per day (average call duration is 12.8 minutes).

Offer self-service options thru IVR (assume 5% of calls are serviced this way)

$100,000

Move calls to email, handled during downtime(assume 10% inbound call reduction)

$200,000

Blend proactive outbound, handled during downtime(assume 3% inbound call reduction)

$30,000

Automatically ID customers/needs, provide screen pop (assume average of 24 seconds saved per call)

$62,500

Intelligently route to the best skill for that customer (assume 10% of calls no longer require transfer, 60 second savings)

$15,625

TOTAL SAVINGS $408,125


What is the primary reason you lose agents from your staff?

Wrong person for the job

Excessive pressure or stress

Low pay or lack of promotion opportunity

Repetitive calls or unpleasant callers

Seasonal fluctuations

None of the above

Poll Question:


The Cost of Agent Attrition


THE ENGHOUSE APPROACH …


Mechanisms Enabling Self-Service

Inbound (IVR)Outbound (voice, SMS, email)

• Text-to-speech• Speech recognition• Proactive Outbound notifications

Web Svc, Chat & Callback

• Web or Mobile• Chat or Callback for Online Assistance• Self-Service Knowledge Base


Agent productivityEfficient interaction handling – multiple channels, knowledge articles, common responses, etc.

Useful and productive tools and statistics.Agent satisfaction is all about visibility and control.


Screen pop customer records for identification and efficiency …

Use “click-to-dial” for rapid callback

Agent productivity


Unify channels for metrics and management


QUICK SUCCESS STORIES …


• Self-Service IVR, providing many services including:• Tax refund information• Account balance• Funds transfer

• Handled 67,000 calls per day (450% of expected demand)• Saved three times the cost of the system in YEAR ONE

• In first few months, reduced call volumes by over 40%• IVR, Increased agent efficiency

• Directly contributed to profitability:• Reduced staff (lower cost)• Allows agents to focus on new memberships (higher revenue)Weight Management


Type your questions here

Questions


Reasons to fill out the exit survey

3 great

1. Receive the slides and recording of the webinar

2. Get a call to learn more

3. All of the above


THANK YOU

My contact info: [email protected]

John CrayVP, Product Management

Enghouse Interactive