Case Studies

2 > © Teradata, 2008

Agenda

• Active Enterprise Intelligence

• 5 Call Center Areas for Improvement With Analytics

• 5 Case Studies

• Taking Action

3 > © Teradata, 2008

Active Enterprise Intelligence

Helps You Make Better Decisions, Faster – Across the Enterprise

Strategic Intelligence:Great Insights about the Business

Align and Accelerate

Operational Intelligence:Operations People and Systems

Become Smarter and Faster

4 > © Teradata, 2008

Where Can Analytics Help the Call Center?

Screen PopACD

Monitor

ACD

Agent 3

Agent 2

Agent 1

Queue 1

Agent 3

Agent 2

Agent 1

Queue 2

OffShore

At Home

In-HouseAgent

Call

IVR

Can Analytics Help Here?And Here?And EvenHere?

5 > © Teradata, 2008

Credit

The ProblemCustomer Data Is In Silos … Everywhere

Business Unit A

WebChannel

Business Unit B

Call CenterChannel

Business Unit C

MailChannel

Business Unit D

SalesAgents

Marketing

Customer Profile

Website Call Center

Banking Sales

Planning and Retirement

Stocks FinanceAnnuities

Loans

Trades

Partner Info

6 > © Teradata, 2008

The SolutionOne Data Warehouse

STRATEGIC INTELLIGENCEOPERATIONAL INTELLIGENCE

MarketingFinanceProduct/

ServicesExecutive

MDM CRM OtherERP

Business IntelligenceTools and Applications

Workflow, Portals,and Applications

Web Kiosks SalesCall

Center

Data Warehouse

• Sales • Call Center• Finance• Marketing• Suppliers

• Customers• Channels• Products• Trades• Accounts

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Active Enterprise Intelligence Analytics

• Strategic Intelligence > Who calls?> Why? > Who eats up time?> What do they need? > What can we offer?

• Operational Intelligence > Consolidate customer

information for each channel> Single screen – all context> Smart dialogues> 2-4 next-best-offers> Call Center Agent and IVR

• Customer profile• Customer value• Churn probability• Segment

• Compelling offers• Products owned• Transactions• Buyer preference

• Contact history • Service records• Complaints• Emails

• Collateral• Sales kits• Scripts

Agent

8 > © Teradata, 2008

What Do Analytics Look Like?

Strategic Intelligence

ProductProfitability

RelationshipPricing

Propensityto Buy

Risk andProbability

of Fraud

CustomerResponses

NextBest

Activities

Strategic Insights

Operational Intelligence for The Call Center

How Profitable Has This Customer

Been?

At What Price

Will This Customer

Buy?

What WillThis

CustomerBuy Next?

What Is This

Customer’sProbabilityOf Fraud?

Will ThisCustomerReact on

This Channel?

Is This Customer Ready to

Buy?

Operational Insights

9 > © Teradata, 2008

How Can Analytics Be Used By The Call Center?

< >

<>

I see you made a large deposit 4/13/07. Do you have any plans for this? Can I suggest a high yield bond?

Did you know you are near your overdraft limit? Would you like to consolidate this into a term loan?

Personalized offers

Savings

Lending

Trigger X

Customer View

Cindy Bifano

1168 Barroilhet Dr.

Hillsborough, CA, 94010

555-954-5929

Customer Value score: 87

Attrition score: 32

Accounts

Email

Household

Customer X

2181%6375

Hand offs

Sales$ TargetActualTarget

Offers Made

My Sales Targets & Scores X

Acct Age: 7 Last order: 01/15/07Last offer: B707

Renewals: 07/02/09 Affinities: e-Nest3Product links

04/21/07InboundCall Ctr

Customer History

04/18/07Outboundemail

03/02/07InboundCall Ctr

DateSummaryContact

X

!

!

708009838228

LB@gmail.com

Joint account

Personalized Offers

10 > © Teradata, 2008

5 Areas Where Analytics Can Help

#1: Use Analytics to analyze what people are doing across all the channels

Move Simple Inquiries to Self Service (e.g., to the Web)

Simple Inquiries• Account balance• Frequent flier postings

Simple Transactions• Order flowers or a book• Make a stock trade • Book a flight

11 > © Teradata, 2008

5 Areas Where Analytics Can Help

#2: Use analytics to analyze what people want to do via the phone

Make the first options in the IVR the most relevant ones

• Match IVR selections to their purchases

• Match IVR selections to probable service needs

• Match IVR selections to marketing campaigns

12 > © Teradata, 2008

5 Areas Where Analytics Can Help

#3: Use analytics to drive queuing rules at the ACD

Deliver the best service to the best customers or high-potential prospects

• Faster queues• Educational or relevant

information while waiting • Connect to the best agents

13 > © Teradata, 2008

5 Areas Where Analytics Can Help

#4: Use data analytics to provide up-to-date status and analytical information to agents via dialogues

• Anticipate service problems, e.g., we “know” you had dropped calls this morning

• We “know” what kind of next best offer to provide, or service remedy

14 > © Teradata, 2008

5 Areas Where Analytics Can Help

#5: Use analytics to drive new management metrics: why people call, whether they are satisfied

Newer Metrics:• % first call solution … “One and

Done”• Holistic non-silo’d Caller Analytics

• Dialogue Refinement / Redesign> IVR and Call Script opt-out points –

where are we losing users?

Case Studies

16 > © Teradata, 2008

Situation

Increasing numbers of web banking customers. They sometimes need to call the Call Center with questions about transactions or help with how to use the Web Bank.

Problem

Call Center does fine under normal conditions, but surges of long calls cause queues, dropped calls, and customer dissatisfaction

Solution

Analyze and tier the customers (e.g., novices, experienced) and use that information to route calls to minimize long waits and maximize call center throughput. In the future, note where people are on the web before they call and use call waiting to dispatch to best available agent.

Impacts

• Faster call handling• Decreased churn of

high-value segments• Increased customer

satisfaction

Case Study #1: US BankAnalysis and Optimization of Pathways, ACD Queueing

17 > © Teradata, 2008Source: Gary Class, Wells Fargo, “Call Center Metrics: Who Calls and Why Do They Call?

Case Study: Smart Call Routing

Smart Call Routing

High propensity to buy caller

Arrivals

Lost calls• abandon• busy

Agent 3

Agent 2

Agent 1

Queue

Call sent to Agent

with sales skill set

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Case Study Impact

• Targeted campaigns: 3X more responsive than untargeted

• 90% lift in response to inbound marketing interactions

• 20% increase in activation from life-cycle messaging

• Phone bankers generate 4 times more revenue when routed high potential calls (plus training and incentive)

Senior VP, Customer Information and Analytics, Major US Bank – presentation at Partners 2007

19 > © Teradata, 2008

Situation

Need to speed calls through the call center, improve self-service in the IVR by increasing relevance.

Problem

System not connected to the CC. IVR programmed for one-size-fits-all.

Solution

Connected AEI to the IVR. Based on account data, program the IVR to only offer button push options that correspond to existing or potential product add-ons. If request is for an Agent, and all are busy, then play Next Best Offer audio while the customer is waiting.

Impact

• Better customer satisfaction (faster)

• Increased customer pre-conditioning on offers

• Increased sales

Case Study #2: European TelcoInbound IVR Call Speedups

20 > © Teradata, 2008

Case Study #3: Australian Bank Smart Outbound Personal Banker Calls

Situation

Opportunity to analyze customer banking activity to detect opportunities for personal banker to cross- and up-sell.

Problem

Information in transactional systems needed to be pulled together and analyzed.

Solution

All customer activity is loaded into the AEI Warehouse. 300 business rule queries scan the customer database every night to direct significant customer events to trigger out the best opportunities. Information is driven to banker desktops for outbound calls.

Impact

• Scan 2.7M daily customer events

• 3M annual opportunities• 500,000 relevant calls• >40% response rate

21 > © Teradata, 2008

Situation

Customers frustrated with CSRs who didn’t have accurate and up-to-date information about service activity and accounts.

Problem

Saw opportunity to do much better customer service if company could load information from front-ends into the AEI system within 5 minutes of any customer activity.

Solution

Needed to add Web service callouts from Call Center system to access customer history and proposals in real-time. Built the system in 3 months. Achieved all project goals.

Impacts

• Better informed CSRs and faster customer issue handling.

• <5 minute ETL latency on all customer activities

• 80,000 calls/day, 3000 agents

• SLAs: 95% < 1 sec, 99.9% < 4 sec

Case Study #4: North American TelcoImproved Customer Service with Real-Time Data

22 > © Teradata, 2008

SituationNeed for thousands of customers to get claim status via web and IVR. Need for 2500 internal business users to see up-to-date customer information.

ProblemDisjointed information systems. No single view of up-to-date data. IVR and Call Center not connected to the single view of the customer.

SolutionIntegrated daily information from 8 feeds (750M rows) on policy and claim valuations, providing daily forecasts to manage $12B of reserves.3 new kinds of web and IVR self-service queries, resulting in intelligent call center routing and claim status self-service for customers, and real-time visibility for underwriting at the broker portal.

Impact• Customer calls

handled within targets up from 60% to 95%

• Faster call routing let company re-assign 30 agents to higher value tasks

Case Study #5: Major USA InsurerBetter Daily Reserve Modeling, Customer and Broker Self-Service

23 > © Teradata, 2008

Situation

Volatility in the Balance Due for subscribers leads to customer confusion and dissatisfaction.

Problem

Subscribers are on tens of thousands of different rate plans. How do you recognize Balance Due volatility and then interact with the customer to manage satisfaction with this complexity?

Solution

Identify subscribers that are clearly on the wrong rate plan based on usage patterns as their billing data enters the warehouse, derive what rate plan is the right fit for the patterns and then proactively

reach out to the subscriber via phone or mail.

Impact

• Decreased bad debt

• Increased customer satisfaction

• Decreased customer churn

Bonus Case Study #6: Major USA Telecomm Managing Price and Plans for New Subscribers

24 > © Teradata, 2008

Active Enterprise Intelligence

Helps You Make Better Decisions, Faster – Across the Enterprise

Strategic Intelligence:Great Insights about the Business

Align and Accelerate

Operational Intelligence:Operations People and Systems

Become Smarter and Faster