© 2011 CallMiner, Inc. CallMiner, CallMiner Eureka! and TopicMiner are registered trademarks of CallMiner, Inc. Proprietary and Confidential.
OBTAINING TRANSPARENCY IN YOUR OUTSOURCED OPERATIONS
Jeff Gallino
Chief Technology Officer
8th September 2011
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AGENDA Challenges in Outsourcing
Eureka Analytics Solution
In-Network Solution
Real-world Business Case
Questions
We will be sending you a copy of the In-Network Analytics whitepaper after this webinar.
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EMERGING IMPERATIVES
“Outsourcing can be more than a tool for cutting costs. Increasingly, it is a means of
acquiring new capabilities and bringing about strategic and
structural change.”
Jane C Liner, Transformational Outsourcing
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QUALITY IN OUTSOURCED OPERATIONS Stakeholders have diverse interests of common events
Outsource Programs Executive
Contact Center Executive
Chief Risk & Compliance Officer
Outsourcer Services Executive
Customer Care
CFO
Direct Sales
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As a Chief Financial Officer, here are my challenges –
The ongoing infrastructure costs and lead-time to make changes is a standout. Do we have to accept these costs as fixed? Some of my outsource agreements have variable cost factors that are challenging to control. I do not have trusted data to back-up some of the charges and fees , and even less to forecast them. We have some executive resistance to expanding our BPO.
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As a Risk and Compliance Officer, here are my challenges –
Our BPO contracts do not absolve us from bad practices and operational risk. If our reputation is damaged by the bad practices of a supplier, it is our reputation that is damaged, and our company that is defending civil actions. Fraud detection becomes an increasing problem the less visibility and opportunity to audit that we have.
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As an Outsourcing Governance Officer, here are my challenges –
When we outsource agent/CSR activity – we give up direct control of agent performance. Relying on metrics from suppliers is like the ‘fox in the henhouse.’ Costly third party audits do not provide acceptable relief. We need to more insights to contract negotiation, both in costs, service levels, and best practices.
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As a Customer Experience executive, here are my challenges –
Outsourced staff who interact with my customers create an impression and affect my customer behaviors. It is expensive to integrate BI across so many sources and insight from transactional systems alone has more tactical value. I have concerns about the quality of metrics from BPO suppliers and audit consultants.
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EUREKA: WHAT IT DOES
Converts customer interactions into searchable, measureable and reportable data to drive performance improvements
Capture
customer interactions
Analyze
language + sentiment
Discover
trends + issues
Prepare
unified data
Enable
operationalize + improve
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EUREKA: HOW IT WORKS
Blog/Forum
SMS
Chat
Phone
Social
Corporate/customer conversations and
metadata Categorization Acoustics
Words
Scores
agent/agent group, call date/time, location, department, customer ID,
direction, etc.
silence, agitation, conversation length, tempo, Emoticons,
capitals, etc..
reasons, behaviors, products, competitors, procedures, outcomes
customer satisfaction, agent quality, script adherence, network
reliability, sales performance, etc.
“Thank you for calling ABC
Bank…”, every word, not just
keywords
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SCORES FROM 100% OF CONTACTS Indexes are configurable to match your targeted result areas
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MATCH TO YOUR KPI / SLA TARGETS Analysts can create indexing for risk, customer experience, quality, and any performance criteria
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ANALYZES PERFORMANCE Outsourcer performance problem areas are clear, unbiased, unfiltered
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ANALYZES COMPLIANCE Compliance and Risk Indicators are viewable in summary and underlying detail
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REFINE GRANULARITY Transparent focus to performance issues with Eureka’s 100% scoring
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DELIVERS ACTIONABLE SCORECARDS Review underlying contributors for any score
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DRILL-IN TO PRIMARY CONTACT DATA Quickly retrieve low scoring contacts (calls, chats, etc.)…..
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IDENTIFIES COACHABLE MOMENTS …and navigate to specific events, playback calls & review transcripts
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RECORD NOTES AND AREAS FOR ACTION Add comments to review during SLA discussions or internal Agent/CRS coaching
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PROVIDES INSTANT INSIGHTS Executives can get a quick snapshot of targeted indictors
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TYPICAL CONTACT CENTER
Caller
IVR ACD
Contact Center
Agent
Audio-Text Repository
Redactor Recorder
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IN-NETWORK RECORDING
Caller
IVR ACD
Contact Center
Agent Audio-Text Repository
Redactor
Interceptor
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SaaS Computing Cloud
IN-NETWORK ANALYTICS
Caller
IVR ACD
Interceptor
Contact Center
Agent
Audio-Text Repository
Redactor
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IN-NETWORK BUSINESS CASE We will help you realistically clarify costs and benefits …
Value from In-Network Analytics No vendor proprietary APIs ($125k - $500k recent quotes; $400-$1.25mm.) Integration and upgrades over useful life ($10k x 2 x10 = 200K) Ability to complete, add/change/delete Challenges of complex decisions and large group work efforts
Value from In-Network Recording (Interceptor)
Low-cost and flexible storage (efficiencies 50% or more; $300 x 10 = $3mm) Access to highest industry security Highest Quality Audio (speaker separated) Near zero recording latency
Example of lossy compression
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EUREKA EXPERIENCE
I now have leverage over BOTH internal and outsourced compliance behaviors with fully automated metrics and event escalation.
The Board Risk Committee is more than satisfied.
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Transparency to every contact with our customers. Fully automated customer experience metrics from any organization and location.
I am fully armed for contract renewal discussions. I have new and clear actions for vendor performance. .
Risk & Compliance
Customer Experience
Outsourcing Programs
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EUREKA COST EXPERIENCE
The costs that I bear are now fully under my control. I have eliminated hundreds of thousands of infrastructure costs I find a new sense of openness about new BPO initiatives.
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Chief Financial Officer
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EUREKA SERVICE EXPERIENCE
My customer is all smiles. My P&L has never been stronger. My SLA results have never been better. We have a true partnership. I have a BIG advantage competing for new business.
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Outsourcer Account Executive
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PATHS TO SUCCESS
Pilot Deep-dive demo Your data Joint evaluation Internal proposal /
ROI Opt-in decision
90-day commitment SaaS hosted Eureka services team Client core team Live for operations Time-boxed / agile Joint evaluation Key results report Executive briefing Opt-in decision
License/Delivery Options Hosted SaaS Premise perpetual license +
maintenance
Optional Products/Services Managed Analytics Service/BPO Eureka Interceptor
(in-network recording)
Opt-in
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Contact our Inside Sales Director (239) 689-6463, ext. 2 [email protected]
Thanks for your time