Simply Smarter Communications™
Richard Kenny, EMEA Marketing Manager 19 May 2011
The Future of Customer Service
BELIEVE 2011 •
75% of consumers say they would do business with a
company based on a great Contact Centre experience. 1
80% of companies believe they deliver a superior
customer experience, but only 8% of their customers agree. 2
69% of large B2C organisations in the UK and US view
their call centers as business-critical revenue generators. 3
The Contact Centre is Changing – Why?
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1 Genesys, Global Consumer Survey 2 Bain & Company 3 Loudhouse Research survey of strategic decision makers
BELIEVE 2011 •
Customer Experience Defined by Your People
New management styles needed • Trust
• Empowerment
• Investment
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BELIEVE 2011 •
Culture based on Trust
• Remote/mobile workers harder/longer
• Shared belief that people want to do a good job
Employer and Employee on the same side • Pursuing same cause, vision, goal, objective, result
People are self-motivated • With freedom, employees naturally take greater responsibility
Every customer interaction influences your brand
Positively or negatively
A New Work Dynamic - TRUST
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BELIEVE 2011 •
Big problem at home with BT internet they r tinkering to change to adsl 2. real cock up brain dead in call centre clueless.
After 5 mins told BT bloke on phone who I was and I make pc's and routers for day job. Made no diff still went tru stupid check list.Help!
This BT call centre is for biz line and so called VIP, hate to think what happens to normal consumers
BT were talking cr.. my IT guy coming with new router to prove 100pc. Will spend today making BT CEO sorry he got out of bed this morn
I touched a nerve at BT got top people on the case THANKS TO TWITTER : BT were monitoring . All fixed thanks to MY IT man long story......
To be fair BT service to sort my Internet since highlighted on twitter been excellent I even got a call from the CEO. Investigating BELKIN
Recognise This?
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BELIEVE 2011 •
David Caroll • United Breaks Guitars (Youtube – 9.5M views)
Youp van ‘t Hek • De Help (@youpvanthek - 75,000 followers)
Lily Allen • @lilyroseallen – 2.5M followers
Have You Heard of ...?
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BELIEVE 2011 •
Customers are more empowered with knowledge gathered through self-service channels
Companies can no longer afford to ‘follow the scripts’ • Poor service for customers
• Frustrating for agents
Direct link between self-determination and job satisfaction • Higher job satisfaction = lower agent turnover
A New Work Dynamic - EMPOWERMENT
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Lynn Holdsworth, Susan Cartwright, (2003) "Empowerment, stress and satisfaction: an exploratory study of a call centre", Leadership & Organization Development Journal, Vol. 24 Iss: 3, pp.131 - 140
BELIEVE 2011 •
You trust your team ...
You’ve empowered them to solve problems ...
But you’re not training them?
And you want them to use last century’s technology?
Investment in Contact Centres
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BELIEVE 2011 •
Centralised Contact Centre
BENEFITS • Simplest to manage
• Economies of scale
• Controlled environment
• Cultivation of common culture
• Low-cost of personnel development
• Best data security protection
• Noise controlled with environmental factors
CHALLENGES • High fixed CAPEX
• Heavy OPEX
• Unnatural work environments
• Difficult to offer ‘local’ service (language/knowledge) or specialist service offerings
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BELIEVE 2011 •
Centralised Contact Hubs
BENEFITS • Resources grouped together in
different locations
• Creates ‘local offices’
• Supports short-term campaigns
• Offers local language/knowledge support
• Can phase out operations when not needed
• Robust perimeter security
CHALLENGES • Cost per head may be higher
• Higher facilities management overheads
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BELIEVE 2011 •
Virtual Hubs
BENEFITS • Ultimate in flexibility
• No geographical limits on deployment of skilled individuals and new expertise
• Zero fixed costs
• Cost savings as much as 50 percent
• Low investment in technology for end points
CHALLENGES • Acoustic challenges that need to
be managed with headset technology
• Need to work harder to maintain culture
• Requires new management approach to maintain morale
• Data issues and network security
• Unsupervised access to customer data
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BELIEVE 2011 •
Does your voice experience inspire trust?
How do you deal with varying noise levels across multiple environments?
Consistent Customer Experience?
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BELIEVE 2011 •
EncorePro • Best in class background noise reduction
• Complete flexibility on microphone position
Audio Processors • Reduce background noise for contact centre and
customer
Overall Impact? • Easier to understand calls
• Less mistakes and repetitions
• Shorter calls
• Better Security
Reduce the Impact of Noise?
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BELIEVE 2011 •
Unified Communications in the Contact Centre
Transformation offering real benefits to first call resolution
Delivering three way conversations
Remote team collaboration
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Nemertes Research annual benchmark survey, 2010
86% of companies are planning
Unified Communications in the
Contact Centre
BELIEVE 2011 •
Maximising collaboration in the contact centre
Increasing number of calls need escalation
UC used to find best available expert
Savi wireless headset enables 3-way conversation • Drives first call resolution
• Improves agent learning
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BELIEVE 2011 •
Acoustic Intelligence
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SPEECH IMPACT
VOICE
INTELLIGIBILITY
AUDIO
ERGONOMICS
THE RIGHT CONVERSATION
THE RIGHT TECHNOLOGY
THE RIGHT DESIGN
• Headsets offering protection against sudden unexpected sounds
BELIEVE 2011 •
Poll
What type of skills training courses have you
been on?
• Presentation skills
• Listening skills
• Using your voice
• None of these
BELIEVE 2011 •
Benefits to Contact Centre Change
• Shorter calls • Reduced mistakes & repetitions
• Reduced absenteeism & churn • Working from home and trusting approach
drives loyalty
• Improved customer satisfaction • Improved FCR through accessing back office
expertise
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BELIEVE 2011 •
Believe in the Contact Centre
Management by trust
Liberate your workplace
Use the power of technology
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Simply Smarter Communications™
www.mycontactcentre.com
@mycontactcentre