Harland Clarke Webcast 10/16/17 When Call Volume Spikes ... · PDF fileservice strategy,...

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HarlandClarkeWebcast10/16/17WhenCallVolumeSpikes

TRANSCRIPT

ModeratorStephenNikitas,SeniorStrategyDirector,HarlandClarkePresenterRonHasbrooke,BusinessDevelopmentExecutive,HarlandClarkePresenterJanetSthele,DirectorofClientStrategyandSales,HarlandClarkePresenterTerriPanhans,VicePresident,HarlandClarke

Eric: TheConsumerBankersAssociationispleasedtowelcomeyoutotoday’swebinar,WhenCallVolumeSpikes,need-to-knowinsightforastrongservicestrategy,presentedbyHarlandClarke.MynameisEric,anditismypleasuretobethefacilitatorfortoday’sevent.

Iwouldliketoformallywelcometheparticipantsjoiningustoday.Pleasenote,today’scallisbeingrecorded,andallparticipantlineswillbemutedduringthebroadcast.Ifyouexperiencetechnicaldifficultieswiththewebportionoftoday’sprogram,pleaseemailcba@commpartners.comorsendamessageinthechatbox.Ifyouarelisteningtotheprogramoverthephone,andyouneedassistanceatanytimetoday,pleasepress*0,andanoperatorwillassistyou.Thepresentationwilllastupto60minutesandwillincludequestionandansweropportunitiesattheendoftheprogram.YoumaysubmitaquestionatanytimebytypingitintothechatboxinthelowerleftcornerofthescreenandclickingontheSendbutton.

IwouldliketodirectyourattentiontotheLinksbox,locatedtotheleftofthescreen,whereresourcesarelocatedforyoutoview,save,orprint.Simplyclickonthelinkofyourchoice,andaseparatewebbrowserwindowwillopen.Thiswillnotinterferewithyourviewingoftheprogram.Today’spresentationincludestwolivepollingquestions.Whenyouseeapollappearonyourscreen,simplyclickontheboxnexttotheanswerofyourchoice.Youranswerisnotviewablebyanyotherattendees.Asareminder,theviewsexpressedinthiswebinararethoseofourpresentersanddonotrepresenttheviewsofCBAoritsmembers.

Itisnowmypleasuretointroducethemoderatorfortoday’swebinar,StephenNikitas,SeniorStrategyDirectorwithHarlandClarke.

Stephen: Great.Thankyouverymuch,Eric,andgoodafternoon,everybody.Overthecourseofthenext60minutes,thoseofyouonthephonetoday


attendingtoday’spresentationaregoingtolearneverythingandanythingabouthowimportantarolecontactcenterservicescanprovidetoyourfinancialinstitutionandhowyoucancontinuetoprovidestrongservicetoyouraccountholders.

Now,let’sgotothenextslideandtakealookattoday’spresenters.Onthisparticularslide,I’mgoingtostartwithmyself.Asyouheard,Iamtoday’smoderator.MynameisStephenNikitas.IamaSeniorStrategyDirectorwithHarlandClarke.Inthatrole,IhelpfinancialinstitutionstounderstandhowHarlandClarkeproductsandservicescancontinuetohelpthemgrowandprosper.Iamhonoredtodaytobejoinedbythreecolleagueswhopossesslotsofcontactcenterservicesexperience.Ron,ifyou’dbekindenoughtostart.Wouldyouintroduceyourselftotoday’sguests?

Ron: Youbet.Thanks,Steve.Goodafternoon,everyone.I’mRonHasbrooke.I’minBusinessDevelopmentwithHarlandClarkeforourContactCenterSolutions,andI’vebeenwiththecompanyforjustabout10yearstotal.IreturnedbackinFebruaryafterhavingbeeninsomeoperations,someCXleadershiprolesforanumberofyearswithsomebig,high-ballingcenters,andIamthrilledtobeonthecalltoday,verymuchsolookingforwardtosharingsomelearningswiththeaudience,andhopefullyafterthecallhavingtheopportunitydownthelinetotalkwithsomeofyouandlearnfromyouaswell.

Stephen: Thanksforthat.Thanks,everybody,forbeingon,andIthink,Janet,you’reupnext.

Janet: Yes.Goodafternoon.I’mJanetSthele,DirectoroftheStrategyandSales,specificforourContactCenterSolutions.Inanutshell,whatthatmeansisIspendalotofmytimetalkingwithourclients,understandingtheirneeds,whattheymightbegoingthrough,andthenconverselyspeakingtoourcapabilitiesandhowthatmightbesomethingthatworkstofillsomeoftheneedsthattheyhaveoutinthemarketplace.Terri?

Terri: Great.Thankyou,Janet.IamTerriPanhans.I’vebeenwithHarlandClarkeforjustover24yearsandhavespentallofmycareerinourContactCentergroupbutwithvariousroles.I’vespentreallyagoodportionofmycareerintheoperationssidewithoversightoftwoofourcontactcentersandhavespentthelastfiveyearswithoversightofour


salesandmarketingeffortsofthesolutionsthatweprovidetoourclientstohelpthemmeetorexceedtheirgoals.Allfourofuscouldn’tbemoreexcitedtobewithyouallforthishourandhopethatyoufinditveryvaluable.Eric,ifwecouldgotothenextslidethen.

IjustwanttogiveyouallanideaofwhatweplantocoverwithyouasfarastheagendatodaybutfirstjusttoprovideyouwithjustabitofbackgroundonHarlandClarke.Wecurrentlyoperatethreecontactcenters,andwehaveextensivefinancialservicesindustryexperience.Initially,thatwasbuiltonprovidingtheinboundandoutboundcheckcallsupportthatmanyofyouareprobablyfamiliarwithand,infact,mayonlyknowusinthatway.

Overthepastseveralyearswe’veexpandedonthatsupportandin2016putjustover20millioncontactsthroughoutoursiteandreallyspring-boardingonthegreatpaymentsandchecklegacythatwehavetostarttoofferandincludeinboundandoutboundsupport,bothB-to-BandB-to-Ccapabilitiesthatreallyarefocusedonandbuiltoutofdialoguewithourclientsandfocusedtoassistthemwiththeiracquisition,theirgrowth,andtheirretentionefforts.

That’swherewe’refocusedtoday,andthroughthatwewanttocoverinboundeventsandaccountholderexpectationsthroughthoseevents.Wewanttosharesomeinformationaroundlayingthefoundationforexcellentaccountholderserviceandthentoalsoprovideyoureallywithaplaybookorbuildingblocksinthosepracticesforcontactcenterreadiness.Again,thesearejustbestpracticesthatwe’vegleanedthroughtheexperiencethatwe’vehadsupportingourclientsthatwefeltwouldbeinterestingandhopefullyusefultoyouasyouplanforanyevents.We’llwalkthroughtheramp-up,thedeploymentorthego-live,andthenalsothepostmortemanalysisforyoutoday.

Sowiththat,Steve,I’mgoingtoturnitbackovertoyou.

Steve: Fantastic,andthankyouverymuch,Terri.Thatbringsustoourfirstoftwosurveyquestionsforeveryonetoday,and,Eric,onournextslide,wehaveoursurveyquestion.We’recurious.Whatkindofaninboundeventifyourfinancialinstitutionplanningfor,eitherbetweennowandtheendoftheyearormaybein2018?Feelfreetoselectmorethanoneanswerifthere’smorethanoneeventtakingplaceatyourfinancialinstitution.


Therearenorightorwronganswersofcourse,anditlookslike,basedontheresponsesthatwe’vegottensofar,we’vegotamixofactivity,rangingfromdigitalormobilebankingconversiontowhatlookslikewe’vegotamergerandacquisitioncampaigngoingonoutthere.We’vegotawholelotofactivitiesgoingonthatIseeonthisparticularslide.Sowiththat,everybody,thankyouverymuchforrespondingtothisparticularsurveyandgivingusanideaforwhat’sgoingonatyourinstitution.Eric,let'sgotothenextslideifwecould.

Onournextslide,nomattertheevent,whetheryou’regoingtoexperiencepredictablespikesincallvolumes,whethertheyareplannedforproperly,wecanseeasignificantincreaseinholdtimes.Thoseholdtimesobviouslycanfrustrateaccountholdersandputcustomersatisfactionatyourfinancialinstitutionatrisk.However,ifthoseincreasesincallvolumesbecauseofentity-wideeventsthatyouhavegoingonatyourfinancialinstitutionsaremanagedeffectively,thenthoseinboundeventscanreallybevaluableopportunitiestowidencustomerreach,increaseoverallcustomerengagement,and,whenallissaidanddone,strengthentheloyaltyamongyourexistingaccountholders.Terri,anythingelseyou’dliketoaddonthisparticularslide?

Terri: Sure,Steve.Ithinkyou’vehititrightonthehead.Ithinkthatweallknowthatmanytransactionstodayarehandledinaself-servicemanner,andthat’sgreat.Forthosetypesoftransactionsthatcandrivethoseefficienciesandcertainlydrivethatcustomersatisfactionwiththatgreatexperience,butwealsoknowandasconsumersweknow,ifwe’reinandwe’recompletingatransactionorattemptingtoinaself-servicemanner,andforsomereasonsomethingdoesn’tlookright–it’snotwhatweexpected.It’snotthenormthatwenormallyseethroughthat.Ninetimesoutoften,we’regoingtowanttopickupthephoneorgetintouchwithsomeone,aliveagentway,togetthatresolvedandtohangupandknowthatitwasresolved,andeverythingisgood.Let’sgotothenextslide,Eric.

Aswetalkaboutaccountholderservices–andIwanttoshare.TherewasagreatarticlethatIreadrecentlyintheHarvardBusinessReview,anditreallyresonatedwithme.ItwasentitledToChangeYourStrategy,FirstChangeHowYouThink,anditreallywasaboutanyonethatwantstobuildadestructedbusinessmodel.Thebusinessmodelitselfisonlyone


partofthatequation.Equallyimportantisthementalmodel,howyourteam,howyou,howyourorganizationviewswhatyoudoandhowyoudoit,andthencertainlythemeasurementmodelforboth.TherewasagreatstatementaboutHerbKelleher,whowasoneofthecofoundersofSouthwestAirlines,andwhathewasknowntotellhisemployeesisthat“weareintheservicebusiness,andit’sonlyincidentalthatweflyairplanes.Othercarriersflyairplanesthatcarrypeople.Southwestservespeopleusingairplanes.”

Ireadthat,andagainitmeantsomuchtome.Ishareditwithmyteamandreallychallengedthat.Itdoesn’tmatterreallythetypeoforganizationweare.Whatwereallyareisaserviceprovider,andIthinkinthisworldtodaywhatisgoingtodifferentiateusallisreallythat.That’showouraccountholders–that’showourclients,ourcustomers–that’sreallyhowtheyview,andifyouaskthemtodefinetheirrelationshipwithyou,that’showthey’regoingtodefineit.

Howdoyoulaythatfoundationforastrongaccountholderservicestrategy?Certainly,itneedstobeseamlessfortheaccountholderTheeaseofdoingbusinessissoimportant.Thathelpstobuildthatloyaltythrougheverytouchpoint,beitissueresolution,throughemail,chat,calls,whateverthechannel,andthenthroughthatjustboostingthatconfidencethattheyhaveinyouandthencertainlyleadingtoretention.Certainly,runningthebusinessvolumesthatyoudealwitheveryday,again,nomatterwhatthetouchpointorchannelmaybe,isstillimportant,butchangeeventscanbearealopportunitytoshowcaseyourserviceanddifferentiateyourselfinthemarketplace,becausealotoftimesaccountholders,customersthatwouldhaveneverreachedouttoyou,aregoingtoduringthattime.Tobereadyandtomakethattouchpointnotsomethingthatyou’rejusthandlingbutactuallybeanopportunitytobuildthatloyaltyandconfidence,itisjustparamount.

Steve,we’vegotanotherpollingquestion,soI’lltrybacklater.

Steve: We’vegotanotherpollingquestiononournextslide,Terri,sothankyouverymuch.Onthisparticularslide,youwerekindenoughtoalreadytelluswhatkindofeventsyouareplanningfor,soourquestiononthisslide–andyoucanonlypickoneansweronthisone,unfortunately–howpreparedisyourcontactcenterforaneventthatcouldmorethandoublethenormalweeklycallvolumesatyourfinancialinstitution?Letmegive


everybodyamomentheretorespond,anditlookslikesofartheearlyresponsescominginareeveryoneorthemajorityofyouonthephonetodayfeellikeyouaresomewhatunpreparedforthattypeofanevent.Well,you’vecertainlycometotherightplaceattherighttimethentolearnhowyoucangetpreparedforthatevent.Ron,wouldyoutakethereinsofthispresentationandtellourattendantshowtheycanbebetterpreparedgoingforward?

Ron: Thanks,Steve,andI’dsaynotasurprisethateveryoneonthephoneisn’tfeelingperfectlypreparedforthenextbigeventthat’sgoingtospikevolumes.Ithinkthoseofyouintheaudiencewhoareyourselvesinleadershiprolesincentersknowthatbeingwellpreparedforeverythinginacontactcenterisalmostlaughable.Therearejustsomanyvariablesthatcanimpactvolumes,andtherearesomanytimeswhenvolumesspikeunexpectedlyandforreasonsthatarealmostimpossibletopredictorplanfor.

Sometimesevenafterthefact,it’shardtoexplainwhatitwasthatdrovethespike.Yougetsituationswheremaybethere’sanewstoryonTVaboutabigbreach,there’sanerroronastatementmailingthatnobodycaughtuntilafteritdroppedinthemail,orsometimes,forsomeoddreason,everybodydecidestocallinonaWednesdayafternoon,andyouhavenoideawhy.Allofasudden,you’reinasituationwhereyou’rescramblingandtryingtofigureouthowtomanagethequeues.Thosethingshappen.They’retoughtoplanfor.It’sjustpartofthecontactcenterworld,andyoudealwiththem,butsometimesyoudoknowthataspikeisgoingtohappen,andyoudoknowwhy.

Inalotofsituations,youmayevenknowatexactlywhatdayandhourthatspikeislikelytohappen.Examplesaresituationswhereyou’vegotabigdirectmailingpiecethat’sgoingouttoamajorityofyouraccountholderswithagreatoffer,orthere’sanewsletterorstatementannouncementaboutchangeinratesorfees.You’redoingacardreissueperhaps,aconversionforanonlinebankingormobilebankingplatform,makingbigchangestoyourcoreorIVR.Thosearealleventswhereyouknowthatthere’sago-livedateassociatedwiththem,andyouknowthatthey’relikelygoingtoputabigspikeinyourcallvolumes.Thosearethingswecanplantaflagonthecalendarandknowthatyou’vegotsometime,hopefullyenoughtime,totrytogetreadyforthem.


WhatJanetandIaregoingtotrytodooverthenexteightornineslidesistalkaboutplanningforthosetypesofevents,theonesthatyou’vegotsometimetogetreadyfor.Whatwe’lltrytodoissharesomeofthethingsthatwe’drecommendyoutrytohaveonyourprojectplan.Havingaprojectplanisimportant,obviously,forreadinessandtogetyourselfinthebestpositionpossibletoachievethekindofservicelevelgoalsthatyouhaveforyouraccountholders,andcertainlycomponentsofwhatwetalkaboutwillnodoubtbeoneverybody’splanet,radar,forecastingvolumeasanexample.

Whatwe’lltrytodohereissharesomeofthebestpracticesoneachoftheseitemsandlooktohelpyoudevelopaplanthatwillbestgetyoureadyandimportantly,ideally,helpyouaccuratelyforecastsomethingthatcanbeevenalittlebittrickiertogetyourarmsaroundthanvolumes,whichisthebudgetrequirements.Aneasymistaketomakegoingintoabig,plannedspikeeventistothinkonlyaboutthecostofextrareps,andagoodprojectplanisonethat’sgoingtonotonlyhelpyougetreadyfortheeventbutshouldalsohelpguidealloftheotherresourceandbudgetrequirementsthataretypicallyassociated,which,inourexperience,areusuallyequalifnotgreaterthanthecostofsomeoftheextrahoursthatyoumayneedtoputonthephone.

Wealwaysrecommendthreebucketsorcategoriesofimportantplanningcomponents.Thoseincludetheramp-up,thego-live,andthepost-eventanalysisandthatyoutrytospendequalamountsofpreptimeineachofthosethreebucketswhenyou’reputtingtogetheryourroadmapWhatIwilldoistalkfirstaboutthatramp-upcategory,sharesometipsandbestpracticesassociatedwitheachofthoseitems,andthenI’llhandofftoJanet,whowillgooverthego-liveandpost-eventanalysiscomponents.

IfIcouldhavethenextslide,Eric.Let’stakealookatthefirstintheramp-upcategory,whichisprojectmanagementandplanning.Thisreallycomesdowntoputtingtogetheryourprojectplanandyourroadmapforgettingreadyforthatevent.What’simportanthereistostartearlyandgetleadershipoversight.

Aquickexample.Afewweeksago,IhadanopportunitytogodowntoSouthCarolinaforaquickmeetingwithacontactcenterteamthatwasgettingreadyforanupcomingacquisition,inwhichtheyweregoingtobeconvertingsomeofthosenewaccountholdersontotheirsystem.They’ve


gotabout80or90repsintheircenter.Theacquisitionwasgoingtoimpactabout30,000accountholders,which,inoverallrelationshiptothesizeofthebank,isrelativelysmall.Thisisabankthatwillbecloseto$15billioninassets,andnothingwasreallyscheduledtohappenforanyofthoseaccountholdersuntilfourorfivemonthsfromnow.Wehad20oftheirleadersaroundaconferencetable,about20reps.Itwas20seniorleaderswithinthatinstitution.Theybroughtfolksfromworkforcemanagement,fromtraining,fromIT,tel-comm,digitalbanking,operations,customerservice,plustheEBP,whohadoverallresponsibilityfortheacquisitionproject.

Thosefolkswereinaroom,heavydown,fortwoandahalfhours,focusedonjustonecomponent,whichwashowdowegetthecontactcenterreadytohandlethespikeincallvolumes,andthepurposeofthatmeetingfortwoandahalfhourswasjusttobeginscopingoutwhatelementswouldneedtogointheprojectplan,whatthatroadmapwouldlooklike,andwherewewouldplantflagsasimportant,criticalduedatestogetitems.

Now,isthattypicalforeveryonetohavethatmanyexecutivesinvolved?No.Doesitmeanyouneedtogetstartedonanyeventfourtofivemonthsinadvance?No,butwhatitshouldbeissomewhataspirational,andithighlightshowmuchfocussomeorganizationsputongettingreadyforchangeeventsandensuringthatthey’retryingtodeliveragreatcustomerexperiencetotheiraccountholdersBytheendofthatmeeting,wehadgonethrougheachofthosethreebuckets.Wehadpeggedwhotheimportantsub-teams,importantcontacts,wouldbeforeachofthekeycomponents,andnowtheteamhasstartedofftotheracesongettingreadyforthisbigevent.

Asfarasprojectplanning,herearethekeys.Getstartedasearlyaspossible.WhenHarlandClarkepartnerswithanFItosupportabigchangeevent,weusuallywanttokickoffplanningabouteighttonineweeksaheadofgo-live,andearlierisbetter,getanexecutivesponsor,whoisgoingtohavevisibilitytothatroadmap,whowillknowwhatthemust-hittargetsareandreallycanhelpkeepthatprojecton-tasktohelpmaintainurgencyandaccountabilityoverthedifferentcomponents,andthenlastlyI’dsaytriplethetestplan.MicrosoftProjectisagreatapplicationforthis,


butitdoesn’tneedtobeoverlysophisticated.AnExcelspreadsheetwillwork.AWorddocumentwillwork.

Theimportantthingistodocumentwhattheimportantelementsareineachofthosethreecategories,getsomeduedatesonthem,andthenmakesureyou’rethinkingthroughwhatsomeofthecontingentreliancepointsare.Forexample,youhavetofinishyoursoftwaretestingandpilotingbeforeyoustartbuildingoutthetrainingplanforrepresentatives.Keepthatprojectplanupdatedasaliving,breathingdocument,andmakesurethatyou’repayingattentiontotheimpactanydelaysmighthaveononeareaoranother.

Eric,ifIcouldhavethenextslide.Nextupiseveryone’sfavoritepart,forecastingthevolumes,tryingtofigureouthowmanycallsarelikelytocomeinduringthatchangeeventandwhatthestaffingrequirementsarelikelygoingtobehere.Thisisacategorywhere,thankfully,therearealotofgoodtoolsouttheretohelpwithforecasting.Mostoftheworkforcemanagementapplicationsthatyou’llseeprovidesomegreatfunctionalityandallowyoutoestimatereallydowntointervallevelswhatvolumesmaylooklike,whattheassociatedstaffinglevelswillberequiredtohitservicelevels.Evenifyoudon’thavethelatestandgreatestworkforcemanagementtechnology,triedandtruetoolslikeanErlangcalculatoronlinecangetyouprettycloseonthesethings.

ThethingsthatweseeoftencreatingsomechallengesaroundforecastingvolumesaretwokeythingsI’daskyoutofocusinon.Oneisthinkinglongandhardaboutdaysandhoursofoperation.Sometimes,whenyou’vegotabigeventcomingin,aninitialideagetsthrownouttosimplyexpandyourhours,openalittlebitearlier,stayopenalittlebitlater,expandwhenthecontactcenterisopenontheweekend,asanattempttospreadthatvolumeoutsothatyou’renotasbusyat9:00onaMonday.Whatwesee,however,isthatagoodportionofaccountholdersaresortofaccustomedtowhatyourstandardhoursare,andthoseextrahoursmaynotseethevolumesthatyou’dexpect.Alotoffolkswon’tshipintothosedifferentintervalsthatyoumakeavailable.

Further,ifyouexpandthosehours,you’relikelythentryingtostretchoutthesamenumberofpeopleovermorehours,whichputsyouinasituationwhereyoucanbeshort-staffedduringcertaintimesorendinguphavingtopayalotofovertimetogetthosepeoplespreadoutover


extendedhours,sokeepaneyeonwhatyouroperatinghoursare.It’snotalwaysthecasethatexpandingthemisgoingtomakeasignificantdifferenceonthevolumethatyou’relikelygoingtoseeinyourpeakintervals.

Theotherthingis,reachoutandleverageanypartnerships,anyotherFIswhichyou’vegotrelationshipswiththathavebeenthroughthoseeventsforadouble-checkonsomeofyourforecasts.Wedoalotofworkwithonlinebankingconversionsandhavegottenitdownprettyclosetoasciencenow,wherewecanlookatthenumberofendusersthataregoingthroughaconversionand,lookingatanumberofthingsthatareuniquetoyourfinancialinstitution,estimatehowmanyofthemarelikelytopickupthephoneandwhenthey’relikelytomakeacall.Youcandothesamethingwithcardreissues,withacquisitionsandconversions.Reachout.Gathersomeofthatdata.Don’trelyjustonballparkestimates,becauseit’slikelytogoupby20%.

Thethirdkindofbigthingtokeepinmindisthatyou’relikelytoseesomesignificantchangesinyourhandletimeandfindchangesthatyouknowcanswingwildlytheamountofstaffthatyou’relikelygoingtoneedtohandleacertainamountofcallvolume.Mostcreditunionsandbankswithjustgeneralcustomerservicecallswillseeaveragehandletimesinsortofthetwo-tofour-minutetime,butwhat’sgoingtobedrivingthatspike–asanexample,anonlinebankingconversion–thoseaveragehandletimesforthatincreaseincallscangouptosix,seven,eight,evensometimesnineminutes.Ifyou’reexpecting50%morecallsbutthosecallsarecominginatamuchlongeraveragehandletimethanyoutypicallyneed,you’llbeinalotoftroubleifyouonlystaffupby50%,becauseyou’renotgoingtogetthroughasmanycalls,obviously.

Then,lastly,andreallythisoneiscriticalwhenitcomesdowntoforecastingcallvolumestaffingrequirements,isthatyoukeepinmindadditionalsupervisoryrequirements.Mostcontactcentersrunwithrep-to-superatiosofsomewherefrom12:1to18:1.Ifyou’regoingintoabigevent,andyou’readdingadditionalreps,orevenifyourexistingrepsaregoingtobemuchbusierthanusual,yoursupervisorsarelikelygoingtobeslammedaswell.


Ifyou’readdingsomestaff,havingabunchofinexperiencedornewrepresentativesonthephonemakesiteventougheronthesupervisorsatapointintimewhenthey’rereallyneedingextraexperienceandexpertisetodealwithquestionsandescalationsoncalls.Wealwaysrecommendyoubackdownyourratioofreps-to-supervisorsabitduringaspikeeventandgosignificantlydownifyou’reinasituationwhereyou’rebringingonalotofnew,temps,orpeoplefromoutsidethecontactcenterwhoaren’tnecessarilyaccustomedtodealingwithissuesonthephone.

Threemoreitemstocoverintheramp-upsection.Ifyoucouldgivemethenextslide,we’lltalkabouttel-comm.Onthetel-commside,wetypicallylookatplanningandputtingtogetherprojectcomponentsthatlooktokeyinonhowyou’regoingtoroutecallsandhowyou’regoingtoleverageyourIVRaspartofthatevent.Here’safewbestpracticeswecanshareormaybelesserknownideastotrytoavoidcatastrophesduringabigspikeeventandhelpmakeforthebestexperiencepossibleforyourcustomers.

First,andwealwaysrecommendyoudothisasquicklyaspossibleafteryou’vebuiltoutyourcallvolumeforecast,istrytolookcloselyatyourlinecapacityduringthosepeakintervals,anddosowithaneyenotonlytowhatyourinboundvolumeislikelygoingtobebutwhatsomeofthetransfervolumeislikelytobeandwhatimpactthat’sgoingtohaveonyourlinecapacity.Ifyou’regoingtopartnerwithathirdparty,you’regoingtohavelikelysomeofyourcallstransferringout.Therewillbeapercentagethatmaybetransferringbackin.Dependingonwhatkindofprotocolsyouputinplacearoundwarmorsofttransfers,youcanendupwithasituationrealquicklyduringaspikeeventwhereyou’recappingoutavailablelinecapacityandrunintosituationswherecustomersaregettingaSITtoneorabusysignalwhenthey’retryingtocallin.

Theotherbigthingintermsoflookingattel-commaheadofthebigeventislookingtoleverageyourIVReffectively.Somepiecesofadvicethere–there’sgreatfunctionalitynowaroundusingestimatedwaittimemessages,auto-callbackkindoffeatures.AlotofIVRshavethat.Manyfinancialinstitutionsmaynothaveimplementedthem,andinsomesituationsweseeplacingnewfeaturesinthefunctionaspartofthatprepforaspikeevent.Onerecommendationis,ifyou’regoingtodoso,testit


outwellinadvance,runitforaweek,andmakesurethateverythingisworkingthewaythatyouexpectitto.Thelastthingyouwanttodoisbeinaspikeeventandhavesomethingnotworkingcorrectlyonanauto-callbackoranestimatedwaittimekindoffeature.IwouldalsorecommendthatyouleveragenewmessagingatthetopoftheIVRifyou’recominguponsomethingthat’sgoingtodoa200-300%increaseinyourcallvolume.Explainwhyyourholdtimesmaybelongerthanusual,anddon’tassumethataccountholdersmayhavereadanyinformationthatyouweresendingoutaheadoftimeinpreparation.CommunicateitaspartofyourIVRmessageout.Then,inparticular,ifyou’rechangingsomeoftheselectionoptions,it’salwaysagoodideatoforcealistenbeforeselectionscanbemadetohelpthoseaccountholdersthatmaybeaccustomedtoalwayspressingzero,orthey'reusedtopressingthreeorsomebody’sextension.Givethemachancetolistentothemessage,particularlyifyoumadeachangeintheselectionsthatthey’vemade.

Then,ifyou’repartneringwithanorganizationtohelpyouaugmentsomeofthestaff,looktoseewhetheryoucanmirrorwiththatorganization’sIVRanyonholdmessaging,anyholdmusicthatcustomersmayexperience,sothatfromacustomer’soranaccountholder’sperspective,whenacallcomesoutofyoursystemandintoapartner’ssystem,thatthatexperienceisseamlessforthemandthere’snoeasypotentialforabandonsandthelike.

Thenlastly,ifpartnering,lookforflexibilityinhowcallsgethandledandthatyouhaveawaytotrombonebackifwaittimesareexceededandthatyoucandosoatthebeginningofapotentialwaittimeasopposedtoattheend.

Twomoreitemsundertherampupandwhatwe’lldonowisturnnexttocommunicatingwithaccountholdersandstaffinadvance.Eric,ifIcouldhavethenextslide,please?

Allright,twoareasthatyouwanttobethinkingaboutinadvanceasrelatestocommunication,andthesetwoareasofhaveverydifferentlevelsofimpact,butbothareveryimportant.Communicatingwithyouraccountholdersabouttheupcomingeventandcommunicatingwithyour


internalstaff,andherearesomebestpracticesuggestionsforbothofthosegroups.

Whetheryou’rereachingoutandtalkingabouttheeventtoyourstafforyouraccountholders,youwanttostartearly,communicatefrequently,andyouwanttousemultiplechannels.Withyouraccountholders,website,email,directmail,statements,newsletters,splashpages,asmanychannelsasyoucanleverage,getoutwithaconsistentmessage,andthatmessageshouldreallyfocusonhere’swhattoexpect;here’sthechangethat’shappening;here’sthedifferencethatyouwillexperienceasaresult;andhere’swhatwillbebetter.Here’sthebenefitstatementfromtheaccountholder’sperspective.

Then,wealwaysrecommendyoualsoincludesortofacountdown.Startwithyourcommunicationsbysaying,thischangeishappeningattheendoftheyear,andthenrefreshitandsaycomingnextquarter,comingnextmonth,comingnextweek,comingtomorrow,sothatthemessagechangechangesandyou’regettingitouttherethroughasmanychannelsandasearlyasyoupotentiallycan.

Lastly,andinparticularwithrespecttoaccountholders,justexpectthatmanywon’treadanyofit.Nomatterhowgreatyouarewithyourmessaging,howmanychannelsyouuse,there’sgoingtobeagoodpercentageofaccountholderswhowillcallinthedayofaneventandnothaveseenanyofitorbeenaware.Whatyou’redoingwiththosecommunicationsistryingtominimizethepercentagethatfallinthatbucket.

Withstaff,really,it’sthesamething.Getmessagesoutearly.Buildthemintosomeoftheplanningaroundteammeetings,anyinternalcommunicationsthatgoout.Reallyfocus,particularlywithyourcustomer-facingstaff,helpingthemgetaclearunderstandingofhowthechangesaregoingtoimpacttheaccountholders.Anythingthatyoucandotosortofputtheminanaccountholder’sshoesandhavethemunderstandthatchangeandthatexperienceisgoingtodelivervaluewhenthey’reengagingwiththosecustomersduringthechangeevent.

Makesurethatthey’reabletoarticulateandareveryclearintheirownheadsonwhatthebenefitstatementisassociatedwiththatchange.Alotofcustomersreactnegativelytochangeregardlessofwhatitis,and


beingpreparedwhentheyrunintothattobeunderstanding,consoling,apologize,buttopivotveryquicklytobeingabletocommunicatehowthisrepresentssomebenefitstotheaccountholdersisimportantaswell.

Thenlastly,withstaff,ifyou’relookingatabigevent,andyouknowwhatdateitis,andyouknowyou’relikelygoingtoneedtoputsomeblackoutdatesonthecalendarwithregardstoPTO,oryou’regoingtorequireovertimeinordertogetthecoveragesupportthatyouneed,that’soneofthosechangesyouwanttogetoutandcommunicatetostaffasearlyasyoupossiblycan.It’sagreatwaytoaddalittlebitofextracapacityinthecenterifyouneedit.Whatyoudon’twanttodoiscommunicatethatlateafterpeoplehavealreadymadeplansandrunintoasituationwhereyou’realreadydealingwithsomemoralechallengesbasedontheincreaseinvolumeandyou’recompoundingitwithschedulechanges.

Okay,lastupundertherampupcomponentistakingalookattraining,ifIcouldhavethenextslide,Eric?

Inthetrainingbucket,there’safewthingsheretokeyinon,whichisgoodasitrelatestogettingrepsreadyforabigchangeevent.First,andsomewhatobviously,ifyou’reaugmentingstaffinanyway,rememberthatyoulikelyhaveatleasttwodistinctgroupsofrepresentativesforwhichyouneedtodevelopatrainingplan.Onegroupisyourexistingcontactcenterreps,andthesecondaregoingtobeallthosewhomaybenewtotheroleandpartofyourstaffaugmentationplan.It’simportantforthatsecondgrouptothinkaboutthemostcommonquestionsandcalltypesyourexperiencedstaffarealreadyskilledforandwhattheinstitutionalknowledgethatthoseexistingrepshavebuiltup;howyoursystemswork,howyourphoneswork,whatyourrulesarearoundnotready,andRAP,anddispositioncodes.Getallofthatputtogetherandidentifiedasthingsthat’sgoingtobecriticalforanybodywho’saugmentingthestaffandhasn’tbeeninthatroleindividuallyinthepast.That’syouronecurriculum.

Yoursecondisthis.Thechangethat’sgoingtobedrivingthisvolumeisgoingtobeaneventlikeamobilebankingconversionoranonlinebankingconversion.Don’tassumethatallofyourrepshaveusedthatplatform,mobilebankingasanexample,inthepast.Youwanttobuildintimeaspartofyourtrainingcurriculumtomakesurethatthey’reusedto


thetechnology,haveplayedaroundwithit,andarecomfortablewithitbeforethephonesstartringingaspartofthechangeevent;Ifit’samailing,thatthey’vehadachancetotakealookattheletter;ifit’sastatementorcardreissue,thatthey’vegotthatleveloffamiliaritythat’srequiredsothatyoudon’thavethesituationwhereyou’vegottwopeopleonthephoneatthesametimetryingtolearnaboutaparticularfeature,yourrepandthecustomer.

Theotherbigprotocolthatwe’drecommendfromatrainingperspectiveisleverageasoftenasyoucanopportunitiestorole-play.Ifit’saconversioneventthat’saheadofyou,thinkthroughwhatthemosttypicalquestionsthatyou’regoingtobegetting.Whycan’tIlogin?WhyaremyQuickenaccountsnotupdating?It’stellingmemybrowser’sincompatible.HowdoIupgrademybrowser?Scopethoseoutwellaheadoftimeandbuildintoyourtrainingcurriculumanopportunitynotjusttospeaktowhatthosewillbebuttogivetherepresentativesanopportunitytoroleplaybeforethecallshappen.Givethemthatopportunityagainalsotoexperiencewhatthecustomersaregoingtobeexperiencingfromtheirownshoes.

Thatbringsustosometipsaroundplanningfortheactualgo-livedate.Forthatdiscussion,I’llaskEricforthenextslide,andhandofftoJanet.

Janet: Absolutely.Sonow,wemoveintotheimplementationphase,afteryouspentallthattimepreparing.Whataresomethingstoconsiderasyougolive?

First,let’sthinkabouttherepresentatives,thefolkswhothataregoingtobetakingthatincreaseinthephonecall,andhowcanyoudowhatwewouldcallthatplusoneoneverycallormakethatexperienceunique.Also,onethingyoumightwanttostressisjustmakesurethateveryonetriestohandlethatindividualcalllikeit’stheirfirstcall.Tothecustomer,itis.That’stheirfirsttimethey’velikelycalledinwiththeirquestion,theirconcern,theirissue.Justalwaystrytobecognizantofthatandhandleyourfirstcalljustlikeyouwouldthelastcall.Veryelementary,butsometimes,inthesescenarioswhenthingsaregettingalittlecrazy,itmightbesomethingeasilyforgotten.

Theotherthingthattheycandoonthosephonecallsisreinforcethebenefitsofthechange.Again,Terrispokeearlierabouttakingthe


opportunitytoreinforceyourbrand,speaktothepositiveaboutthechange.Ithinkcustomersmighthaveatendencytolosesightofthat.Again,changeishardforalotofpeople,sotaketheopportunityonthatphonecall.Remindthemofthebenefits.Remindthemofthepositivesthatthey’regoingtoseeasaresultofthischange.

Thesecondportionofthatwouldbethinkingfromaqualityassuranceperspective,particularlyifyou’veaddedfolkstoyourteam,whetherthey’recontactcentertemporaries,it’sanoutsourcingprovider.Maybeit’sfolksyou’vemovedoverfromotherareasofyourorganization.Haveafingeronthepulseofwhatarethecustomerssaying.Howareyouabletocapturetheircommentsthattheymightbesharingwithyou,whetherthey’regoodorthey’rebad?It’sjustgreattohavethatinformationdocumentedforprogramsthatyoumayhavecomingupinthefuture.

Alsokeepinmindthetrainingimpact,soyou’veplannedforeverything,prepared.Sometimesthingsdon’talwaysgo100%ofthewaytheywereplanned,especiallyifthere’schangesthatarebeingintroduced,butyoumightfindyourselvesinscenarioswhereyou’vegottodosomelastminuteretrainingortheremightbethingsthatoh,thisisn’tworkingouthowIdesignedthismorningorperhaps,toRon’spoint,wejustfoundoutthismailpiecehasdroppedandthere’sincorrectinformationorsomethingthatmighthavebeeninthere.Becognizantandbepreparedtodosomeverylastminutetrainingonhowyoucangettheinformationoutveryquickly.

Ithinkalso,fromthequalityassuranceperspective,ismakesureyou’vegotfolksouttherethatarestayingontopofyoursocialmediaandmonitoringthefeedbackthatyou’regettingoutthere.Intoday’ssociety,thatisaveryquickchannelthatfolksaregoingtogoto.Obviously,it’sgoingtobethegoodextremes,whetherit’sareally,really,reallygoodexperienceorareally,really,poor–moreaptifit'sapoorexperienceorapoorsituation.Makesureifyoudon’thavefolksthatmonitorthattoday,Iwouldhavesomebodyinplacethat’sdoingthatorperhapsevenaddingtothefolksthataremonitoringthosechannelsandbeingabletocaptureandaddressthecommentsthatyoumightbegettingthroughthosechannels.

Thenextslide,we’lltalkalittlebitaboutleadershipsupport,soagain,particularlyifyouareaddingon,youhaveadditionalpeoplethatdon’t


normallysupport.It’sveryhelpfultomakesureyourleadershipisoutthere.They’revisible.Everybodyknowswhoiswithinleadership.Again,ifyou’vegotnewfolkswhoarehelpingtosupportyourchangeevent,makingsurethatthey’rereadilyavailableifhandsaregoingup,thingslikethat.Talkaboutbeingabletocommunicatequicklywiththeteamthere,especiallyiftherearethosechangesthatwejusttalkedaboutthatyou’rehavingtoreadjustlastminute,somakesurethatyou’reabletogetoutthereandtouchyourteamvery,veryquicklywithsomeofthelastminuteinformationthatyoumightneedtosharewiththem.

Also,aconsiderationisastaffingmodification.Rontalkedalittlebitaboutsometimesfolkswilladjusttheirstandardhoursofoperation,maybeyou’veextendedthemoryou’reopeningearly,somethingtothateffect.Yourcallvolumesaregoingtofluctuateandsometimes,it’sgoingtofluctuatevery,veryquickly,whetherthat’supordown,andbeingsurethatyou’vegotthosesecondaryplansinplacetobeabletoadjustyourstaffingandyourscheduletoaligntothosevolumechanges.Ithink,Eric,we’reactuallymovingontotheinternalcommunicationsslide,soonemoreslideup.

Thiswouldbeonesyou'dthinkaboutfromaninternalperspective.Howareyoucommunicatingwithyourteam,particularlyifyou’vegotteamssupportinginmultiplelocationsordifferentareaswithinyourorganization?Agreattool,ifyou’vegotitavailable,istouseaninstantmessagingtypetool.We’rebigfansofthatandoftenhavemultipleonesrunning.Youmighthaveonethatincludesjustyourleadershipbecausetheremightbecertainthingsthatyouareaddressingoraskinginthere.Secondtothatistheonethatisamuchmoreencompassingone.Thatwouldincludeyourrepresentatives,thefolksactuallyonthephones;folksrepresentingtraining;definitelyoperationalleadership.Ifyou’vegotaqualityassuranceteam,theyshouldbeincludedonthat.That’sagreattool.Ifsomebodyhasaquestion–especiallyifyou’vegotalargergroup,Ican’tfindmysupervisororwhathaveyou–theycandropthosequestionsintoaninstantmessagingthat’sbeingmonitoredbyamuchlargergroupandtheycanaddressthosequestionsvery,veryquickly.

Also,ifthereisaprocedurechangethatneedstobetakenoutthereorthere’sasystemissue–thisisaknownissueandhereisyourworkaround.Communicatethatthroughthatchannelveryquicklyand


thencomebackandmakeupdatestoanytrainingtoolsthattheymightbeutilizing.Ifyoudon’thaveaninstantmessage,asecondoptionmightbeliterallyputtingupbigboardswithinthecenterwhereyou’rebeingabletowriteupdatesorchangesthere.Youmightneedtohaveacouple,again,ifyou’vegotabiggergroupoutthere,butagain,it’sjustsomethingthat’svery,veryquick,veryeasyforagrouptoseeandread,orbeabletoacknowledgewhilethey'rehandlingthephonecalls.

We’dalsosuggestdoingsomedailyhuddles.Thatcouldbeinternal.Itcould,again,againbewithacouplegroups,particularlythefirstday,ortwo,orevenuptothreeafterthatevent’stakingplace.Again,huddleswouldbeforsomethingstosharethataremuchlessimportant.There’sgoingtobecertainthingsthatneedtobetalkedoutimmediately,inthemoment.Then,you’lldefinitelyhavesomethingsthatjustsayokay,it’stheendoftheday.Let’sregroup.Whereareweat?Whatadjustmentsdoweneedtomakegoingintothenextday?Herearesomeknownissues.Hasthatallbeencommunicated?Orhere’ssomenewquestionsthatwe’vebeenaskedandanswersthatwe’vedevelopedforthem.Again,itjustgivesyouthatmomenttopauseandsayokay,let’srecapfortodayandplanaswegointotomorrow.

Samethingwiththeweeklystatuscallwhenthestatuscallcouldincludeamuch–maybethatincludesfolksattheexecutiveleadershiplevelthatyou’vebeenmeetinginternallyeveryday,teammeetings,huddles,andthosetypesofthings.Then,you’regatheringthatinformationsowhenyourlargerteamgroupsattheendoftheweek,you’vegotsomegreatinformationtotakeforward.Also,bringforwardallthosecustomercommentsthatyoumight’vebeencapturingthroughwhateverthatchannelmightbe,butincludeallofthatinformationinthoseweeklystatuscallsthataretakingplaceonce.Yourchangehasbeenlive.

Thenextslide,we’lltalkalittlebitmovingintothepost-eventanalysis.Everybodyis,typically,veryrelievedonceyougettotheend.Oh,wedidit.Wemadeit.Wecamethroughtheotherside.Everybodyalwayscomesthroughtheothersideregardlessofhowdauntingitmayseemgoingintotheevent.Again,we’rehugeproponentsofdoingsomesortofend-of-programreview.Didyoucaptureeverythingthathappenedinthischangeevent?It’sveryhelpfultohavethatgoingforward,ifyoudosomethingsimilarorifyougo,IrememberwhenwedidX,Y,andZand


wehadsomeproblemwiththeIDR,orthephones,orwhathaveyou.Whatwasthatandhowdidwesolvethat?

Documentingthatanddocumentingit,probablywithintwoweeksofconclusionofthatprogramwhileeverythingisstillprettyfresh,isjustahugekey.Again,justthatyou’vegotthatgoodinformationtolookbackonforsomeotherchangeeventsthatmightcomeup.Inthatdocument,includeinformation.Howdidyouprepareforit?Useatasklist.Whatwerethetasksincludedonthere?Whatwerethedecisionsthatweremade?Allofthatstuffshouldhavebeencaptured,soincludethatinthisrecapdocument.

Includeyourresults.Howmanycallsdidyouget?Whatwastheaveragehandletime?Perhaps,howmuchabovenormalcallvolumewasthat,orwhatpercentoftheoverallimpactdidcustomershappentocallin?Grabthattypeofinformation.Keylearnings,agreatideatoholdadebriefwithyourbroadteam.Sendoutadocumentthatsayshey,we’regoingtocaptureyourkeylearnings.Whatwentwellfromyourperspective?Youcanputeverybodyonthatworkforce;training,operations,marketing.Geteverygroup’sperspectiveonthatandsaywhatwasthegood?Whatwasthebad?Again,ithelpstojustimproveforthefuture.

Youreallytakefromthosekeylearningsandeverythingthatsaidoh,therewasanopportunitywemissed,orthisdidn’tworksowell,orwedidn’tthinkaboutthis.Then,you’vegotitdocumented.Forthenextone,again,youcangobackandmakethoseimprovementsandjustcontinuingtogetbetteratthoseprocesses.Invariably,there’salwayssomethingtobelearnedandsomethingstoimproveonforfuturechangeeventsthatyoumightbeencountering.Withthat,Steve,Ithinkwemoveontothenextslidethere.

Stephen: Wedo,Janet.JanetandRon,lotsofgreatinformationsothankyouallvery,verymuchforallofthat.Wehavenowreachedthequestionportionoftoday’spresentation.Wehaveabouttenminutesleftintoday’ssession,butbeforewegettothequestionsthathavebeenaskedbyourattendees–andasIlookatthechatnow,therearelotsofquestionsthatourattendeeshaveputoutthere.Again,justareminder,ifanyofyouhaveaquestionthatyou’dliketoask,pleaseplugitintothatchatbox.Carryingintheveinofbeingproactive,Ithoughtwecouldprobablystoponthisslideforamomentandhaveyourespondtothe


questionof,“Whatshouldafinancialinstitutionlookforinanoutsourcesupplierwhenitcomestocontactcenter’ssupport?”

Terri: Sure.Thankyou,Steve.Certainly,thisisatahighlevel.Wewantedtoprovidejustafewbulletpointsthatwethinkareimportant.Certainly,ifyoulookforaprovider,dotheyhavefinancialservicesexpertise?Dotheyhaveexperienceinworkingandaknowledgeoftheindustrythatweserve?Howeasyaretheytodobusinesswith?Ifyou’reworkingthroughanykindofchange,orevenifyou’relookingforongoingsupportforafter-hours,orwhateveritmaybe,youneedsomeonewhoiseasytoworkwithandisgoingtotailorsolutionsspecificallytoyou,nottrytobecookiecutteraboutit.Thatleadsintothenextone–howadaptablearetheyandflexibletoyourneeds?Securityfocus,Iprobablydon’tneedtotellanyoneonthiscallhowimportantthatisforthisindustry.Dotheyhaveacultureofoperationalexcellence?Dotheyhaveareputationofthat?Dotheyhaveexperiencethereandcanshowatrackrecord?Lastly,andIthinkinsomanywaysmostimportantly,ishowaretheygoingtoalignwithyourstaff,withyouroperation,andwithyourculture?Theyshouldbeanextensionof,andbeviewedthatway,andtakethatveryseriously,andnottakeforgrantedthattheyaretheretorepresentyouandyourbrandandshoulddoeverythingthatisneededtodoso.

Stephen: Outstanding,verygreat.Thankyouverymuch,Terri.Iappreciatethat.Let’sstartgoingthroughthequestions.Eric,ifyou’dgotothenextslideifyoudon’tmind.Here’sourrecapslideandourbuttoningitupslidewithcontactinformation.Ourfirstquestionthathascomeiniswhatrecommendationsdoyouhaveformanaginghandletimesinordertohaveapositiveimpactoncapacity?Janet,wouldyoumindtakingthatquestion?

Janet: Yes,definitely.IreadthisandIthinkofimpactoncapacityintwodifferentfunctions.I’mnot100%positivewhichformthey’rereferencingbut–andhandletimeisthetrickyonebecausemanagingtoitcangetalittlecomplicatedbecauseyoudo–we’rehugeproponentsofmakesureyou’retakingtimewiththatcustomer.Again,they’relikely–verylikelycouldbefrustratedorhavethesensethatyoumadethischange,Ididn’tknowitwascoming,whathaveyou.Youwanttobesensitivetoitfromacustomerperspective.Iwouldn’tsaytrytomanageittokeepingitdown


certainlyasyouprobablydoindailyworkforcejustmanageroutliers,fromthatperspective.

ThesecondpiecetothatwouldbeIdon’tknowifyou’remanagingitfromacapacityintermsofalinecapacity,andthat,again,isanotherchallenge.Ithinkgoinginbothtryingtomakeanestimateofwhatdoyouanticipatehandletimestobe,bothtodrivewhatyouneedrelativetoyourstaffing.Secondtothatfromalinecapacityperspective,andagainnotknowingwhichoneit’stalkingto,linecapacityisjustareallycloserelationshipwithyourserviceprovideraskingwhatotherthingscantheydo.Cantheyincreaseyourlineforaperiodoftime?Ifyou’reusinganothersupplieroryou’reusingtransfers,canyoudothistransferconnecttypefeaturewhereitallowsyoutodisconnectthatlineatthepointthatit’stransferred?I’mhopingthatgivessomedirectionregardlessofwhichpaththeywerethinking,whetheritwasfromapeopleperspectiveorfromatelephoneperspective.

Stephen: Okay,great.Thankyouverymuch,Janet.Terri,Ithinkthisone’sforyou.Ifyoudon’tmindsteppingbackintothebatter’sboxforamoment,thatwouldbegreat.Alittlebitagoyoumentionedsecurity.Canyouexpandonthatandsharesomeofthesecurityservicesthatanoutsourcershouldbeabletooffer?

Terri: Sure,Stephen.That’sagreatquestion.Ithinkmakingsurethattheyhaveandpayattentionto,andhaveknowledgeandexpertisearound,andareinvestingininformationandphysicalsecurityaswellasakeenawarenessaroundtheregulatoryconsiderationsthatweallneedtobeawareofandareabletodeploysolutionsaroundthat.Theirsolutionsshould,attheveryleast,meetandinalotofcasesexceed,thoseofyourown.

Somethingstothinkaboutfromaphysicalsecurityperspective,aretheyinapaperlessenvironment?Dotheyhavecameras?Iftheydo,whereisthelocationofthecameras?Whataretheirbadgeinandoutprocedures?Fromaninfo-security,dotheyhavelockdownaccesstoprintersfortheiragentswhoareonthefloorortootherexternalinternetsitesthatshouldnotbeaccessed?Dotheyhaveblockerssothatthingslikecellphonesandpersonalbelongingscanbesecuredsothey’renottakenontothefloor?Fromaregulatoryperspective,arethey–dotheystayup-to-dateonthingslikedonotcallandalloftheregsthat


needtobetakenintoaccountforsothateverything,whateverprogramitis,stayscompliantthroughout?

Stephen: Great.Thankyouverymuch,Terri.Terri,here’sanotheroneforyouifyoudon’tmind.Whatcommentshaveyouheardfromclientswhodecidednottooutsource?

Terri: That’sanothergreatquestion,Stephen,andIthinktheresoundingthemethatwehearisfirstandforemostthattheyunderestimatedthedegreeoftheimpact.Whattheyrealizeisalotoftimestheprogramwasaburden,notonlyjustonthecontactcenter,butjustkindofhadarippleeffectontoalotofthebrancheswithfolkscominginhavingquestions,thatkindofthing.Theyalsorealizethattheimpactinthecontactcenterwasnotjustaroundthevolumeasitpertainstowhateverwasgoingon,aconversionorwhatever,butitimpactedthegeneralqueue.Theyhadaccountholderswhowereconfusedandfrustratedthattheywereseeing,forwhateverreason,alongerholdtimethanwhattheywouldexpectastheywerecallinginandjustdoingtheirgeneralquestionsifyouwill.That’swhatwe,byinlarge,see.Obviously,someofthatcanvarybasedonthesizeanddifferentthings,butIwouldsaythat’sprobablythethemethatwehearwhenwedofollow-upwithclients.

Stephen: Okay.Ron,youtalkedaboutstaffingduringyourpresentation.I’mgoingtothrowthisquestionouttoyouifyoudon’tmind.Ron,whatconsiderationshouldcomeintoplaywhenevaluatingtheuseofbranchstaffforhighvolumecallevents?

Ron: Yeah,Steve,that’sagoodquestion.It’sastrategythatalotofFIstakewhenthey’regettingreadyforabigchangeeventandtheyknowthevolumesgoingtospike.They’lllooktoseeifthey’vegotsomeadditionalresourcesinthebranchestobeabletohandlesomeofthecallvolume.I’dsaythatcanbeaverygoodpathtogodowninanumberofsituations.Ifthebranchesarelowtrafficandyou’vegotpeopleintherewhoaren’tgoingtobecriticallyneededinthebranchesandhavesomegoodinstitutionalknowledgetohandlephonevolume,that’sagreatwaytopadthecapacityinacontactcenter,alittlebit.

IthinkthethingsIwouldcautionpeopleaboutareone,ifthey’retryingtoroutecallstothebranchassortofanoverflowchannelfromthecenter,it’svery,verydifficulttolineupwhenyou’regoingtohaveapeak


intervalinthecenterwithwhenyou’vegotpeaktrafficinthebranch.Oftentimes,thosetwothingshappenatthesametime.Youmaynothavealevelofcapacitythatyouanticipateifyou’resimplyroutingcallstobranchpersonnelbecausethebranchesgetbusy.Sometimesthoseeventsthatspikecallvolumearealsospikingfoottrafficinthebranch.

Theotherthingisifyou’repullingbranchstaffintothecenterandputtingtheminfronttheterminalandputtingheadsetsonthem,that’savery,verydifferentworkenvironment.Youmayabletogetvolunteers;Iwouldjustcautiontobecarefularoundexpectationsandtheimpactofburnout.I’veheardstorieswheretheygetthenumberofvolunteers,andthendaytwo,daythree,they’vegotpeoplecallinginsickorsayingIcan’tdothisanymorebecausetheworkissodifferentfromwhatthey’reaccustomedto.Itcanbeagoodstrategy,youjustgottoweightheprosandconsandbecarefulaboutwhatdegreeyouleverageitandreallyhowmuchvolumeyou’relikelygoingtobeabletooffset.

Stephen: Greatstuff.Thankyouverymuch,Ron.Thatbringsusclosetothetopofthehour.Aquickreminder,Ithinkwe’vegottimeforaquickanswerhereifyoudon’tmind.Iknowmanyofyouhavebeenaskingforcopiesoftheslidesandthepresentation.Acopyofthepresentation,arecordingofthepresentationwillbemadeavailabletoeveryoneonthephonetodaywithinaweekoftoday’stelecast.Beonthelookoutforthat,andalsobeonthelookoutforanarticlethatTerrihasauthoredthatIthinkyou’llallfindveryinteresting.

We’vegotprobablyabout30secondsforthislastquestionandIdon’tknowwhoshouldanswerit,buthere’sthequestion.Whatrecommendationsdoyouhaveforascenariowhereyou’vetakeneveryprecautiontoprepareforincreasedcallvolumes,butanunforeseeneventoccursandthecallcenterbecomesoverwhelmed?

Janet: ThisisJanet.Iwillgivemythoughtsonwhattodothere.IthinkpartofwhatRonwasaddressingwiththebranchpersonnel,ifyougotfolksthatyoucanpullinforinstancesjustlikethat,kindofanemergency–Iwoulddefinitelysaywhenyou’replanning,comeupforaplanB,saywethinkwe’regoingtoneedXamountofstaff.I’llalsoaddtothattosayI’mabig–Ialwayssayover-estimate.It’scertainlyeasiertodropbackonthenumberofpeopleyouneedthantogooutandtrytofindthemandpull


themin.Thatwouldbemyfirstrecommendation,isshoothighandthenpullback.

Ifyou’renotinthatsituationandyoudon’thavethatability,lookfrominternalareaswhoyoumightbeabletopullin.Secondtothat,youcanalwaysreferbacktoovertime,withholding–ifyoudoteammeetings,maybeforegothatteammeetingthatday,thatcoupleofdays,movingaroundlunchesandbreakstotrytogetandworkthroughthoseunanticipatedpeaktimes.Ourcontactinformation,too,isgoingtobeoutthere,soifyouhadaquestionandwedidn’taddressit,we’rehere.

Stephen: Alright.Thankyouguysverymuch.Ron,Janet,Terri,greatjob.Folksonthephone,beonthelookoutforanemailwithtoday’spresentationattachedtoit,alongwithanarticleaboutcontactcentersandhowtheycanhelpyourfinancialinstitutioncontinuetoprovidetop-notchservice.Allthatinformationwillbeouttoyouwithinaweek,alongwithcontactinformationsothatyoucangetintouchwithRon,Terri,orJanetifyouhaveanyfurtherquestions.Withthat,Eric,I’mgoingtokickitbacktoyouandletyouwrapup.

Eric: Thankyouverymuch.Withthat,wewillconcludetoday’sprogram.Thissessionhasbeenrecordedandwillbeavailablewithinthreetofivebusinessdays.Youmayaccesstherecordedarchivesbyusingthesamelogininformationyouusedfortoday’slivewebinar.Feelfreetosharetherecordinglinkwithyourcolleagues.OnbehalfoftheConsumerBankersAssociation,thankyoutoallofourspeakers,andofcourse,alloftoday’sparticipants.Haveagoodafternoon.Thankyou,youmaynowdisconnect.

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