Proprietary/Confidential
WhenCallVolumeSpikes.Need-to-KnowInsightforaStrongServiceStrategy
PresentedbyContactCenterSolutions
October10,2017
© 2017 Harland Clarke. All marks are the property of their respective owners. All rights reserved.
Presentationmaterialsandvideoreplaywillbeprovidedwithinoneweek.
Havequestions?Usethequestionspanel– we’llfieldthemaswegoandduringtheQ&Arecapattheendofthecall.
Today’sSpeakers
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TerriPanhansVicePresidentContactCenterSolutionsHarlandClarke
StephenNikitasSeniorStrategy DirectorMarketingSolutionsHarlandClarke
JanetStheleDirectorofClientStrategyandSalesContactCenterSolutionsHarlandClarke
RonHasbrookeBusinessDevelopmentExecutiveContactCenterSolutionsHarlandClarke
24 Yrs ContactCenterExperience35 Yrs Experience
20 Yrs ContactCenterExperience14 Yrs ContactCenterExperience
Today’sAgenda
● Inboundeventsandaccountholderexpectations
● Layingthefoundationforexcellentaccountholderservice
● Buildingblocksandbestpracticesforcontactcenterreadiness
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PollingQuestion#1
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Whatkindofinboundeventareyouplanningfor?
a) digitalbankingconversionorupgrade
b)mergerandacquisition
c) marketingcampaign
d) accountconversion
e) other
f) Iamnotplanninganinboundeventatthistime
AccountHolderExpectations
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Whenaccountholdersrunintoissues,
73%stillprefertotalkonthephone1
1 Source:CustomerThink,WhyTheCallCenterMattersMoreThanEver,byJoshuaFeast,Jan.2016http://customerthink.com/why-the-call-center-matters-more-than-ever/2 Source:3CLogic,Top6ContactCenterandCustomerServiceTrendsfor2016,byRachelBrink,Dec.2015http://blog.3clogic.com/top-6-contact-center-and-customer-service-trends-for-2016
Morethanone-thirdofself-servicerequestsareeventuallyescalatedtovoice2
TheAccountHolderServiceVision
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Layingthefoundationforastrongaccountholderservicestrategybeginswithastrongvision
● Createaseamless experiencefortheaccountholder
● Buildvalueandaccountholder loyalty throughissueresolutionandinteraction,notjustrespondingtoemails,webchatorcalls
● Boostbrand confidence andaccountholderserviceacrossalltouchpoints
● Achievehigh-levelaccountholderretention forfuturebusinessgrowth
PollingQuestion#2
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Howpreparedisyourcontactcenterforaneventthatcouldmorethandoublenormalweeklycallvolumes?
a)veryprepared
b)somewhatprepared
c)somewhatunprepared
d)veryunprepared
e)Idonothaveacontactcenter
f)N/A
BuildingBlocksforContactCenterReadiness
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Aneffectiveservicestrategyandbudgetforecastshouldtakeintoconsiderationthefollowingareasofsupportandadditionalresources,fromrampupthroughgoliveandbeyond:
POSTEVENTANALYSIS
Qualityassurance
Leadershipsupport
Staffingmodifications
Internalcommunications
Preparation
Results
Keylearnings
Futurechanges
RAMPUP GOLIVE
Projectmanagement
Staffingandforecastingcallvolume
CallroutingandIVR
Communications
Training
AccountHolderServiceStrategyBestPractices
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Projectplanningandmanagement
o Leadershipoversight
o Taskplanning
o Timingandscheduling
RAMPUP
AccountHolderServiceStrategyBestPractices
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Staffingandforecastingcallvolume
o Daysandhoursofoperation
o Handletime
o Supervision
RAMPUP
AccountHolderServiceStrategyBestPractices
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CallroutingandIVRconsiderations
o Phonelinesandcapacity
o IVRsetup
RAMPUP
AccountHolderServiceStrategyBestPractices
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Communicationswithaccountholdersandstaff
o Channels
o Frequency
o Messages
RAMPUP
AccountHolderServiceStrategyBestPractices
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Training
o Change(customer’sperspective)
o Systems
o Transferprocedures
RAMPUP
AccountHolderServiceStrategyBestPractices
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Servicetipsforrepresentatives
o Plus-oneoneverycall
Qualityassurance
o VoiceoftheCustomer
o Trainingimpacts
GOLIVE
AccountHolderServiceStrategyBestPractices
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Leadershipsupport
o Bevisibleandavailable
o Quickcommunication
Staffingmodifications
o Adjustingtocallvolume
GOLIVE
AccountHolderServiceStrategyBestPractices
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Internalcommunications
o Dailyinstantmessaging
o Dailyhuddles
o Weeklystatuscalls
GOLIVE
AccountHolderServiceStrategyBestPractices
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● Preparation
● Results
● Keylearnings
● Futurechanges
POSTEVENTANALYSIS
WhatToLookForInAnOutsourcingSupplier
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● Depthoffinancialservicesexpertise
● Easeofrelationshipmanagement
● Adaptabilityandflexibilitytoyourneeds
● Securityfocus
● Cultureofoperationalexcellence
● Seamlessalignmentwithyourstaff,cultureandoperation
Q&AWrapUp
TypeyourquestionintheChatBox
StephenNikitasSeniorStrategyDirectorMarketingSolutions
TerriPanhansVicePresidentContactCenterSolutions
RonHasbrookeBusinessDevelopmentExecutiveContactCenterSolutions
JanetStheleDirectorofClientStrategyandSalesContactCenterSolutions
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