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8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
http://slidepdf.com/reader/full/01bankingvietnam20082dec08-finaldriving-extraordinary-customer-service-in 1/22
1© 2008 Avaya Inc. All rights reserved.
Extraordinary Customer Service in a DownTurned Economy
Ho Wai [email protected]+65-97301776 (HP)
Extraordinary Customer Service in a DownTurned Economy
Ho Wai [email protected]+65-97301776 (HP)
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
http://slidepdf.com/reader/full/01bankingvietnam20082dec08-finaldriving-extraordinary-customer-service-in 2/22
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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3© 2008 Avaya Inc. All rights reserved.
Gartner Report: “The Economics of a Poor Customer Experience”
At risk — 55%Decline in wallet
share
Defect — 45%
Poor experience22%
Positiveexperience
78%
Complain2%
Do notcomplain
98%
At risk — 34%
Issue not resolved
Defect — 28%
Resolved — 38%440,000
customers
431,200customers
2,464 customers$246,400
194,040 customers$19,404,000
2,992 customers
$299,200
237,160 customers$23,716,000
8,800customers
Every Customer Interaction CountsEnterprise with 2 million customersRevenue = $200,000,000 per yearAverage Revenue per customer = $100 per year
The Bottom Line: A Customer’s Experience is at the heart business success or failure
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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4© 2008 Avaya Inc. All rights reserved.
Business Impact of Customer Retention
Both Firm A and Firm B have 10% sales growth andsimilar productivity and cost model
$300m
After 12 years
5% Customer retention advantage= 75% more profitability
In 12 years, Firm B has doubled in size,while Firm A has remained unchanged!
$172m
95%
CustomerRetention
95%
CustomerRetention
90%CustomerRetention
90%
CustomerRetention
Source: Reichheld Loyalty Effect Book (Bain Study)
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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5© 2008 Avaya Inc. All rights reserved.
Hierarchy of Customer Service Needs
Personalization
Informed
Resource
Easy to Use
24 x 7 Access
“Know me, know my situation”
Answer inquiries on first contact
Relevant resource availability
(language, time zone)
Self service adding value
not time
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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6© 2008 Avaya Inc. All rights reserved.
Customer Service in a Down Turned Economy
How w ill yourenterprise shift
spending if your financial
outlookdeclines?
How w ill thisaffect customer
service?
Key Financial Indices – Jan-Nov 2008
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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Providing Superior Customer Service
How do you redesign work foroptimal performance and superior customer service
and maximize speed and profitabilityin an economic downturn?
How do you redesign work foroptimal performance and superior customer service
and maximize speed and profitability
in an economic downturn?
Reduce coststhrough self
service options
Deliver consistent,personalized
customer experienceacross voice,
email, chat, and video
Automate outboundcommunications
Agents spend moretime on positive,
productive customerinteractions
Deliver consistent,personalized
customer care across
voice, email, webchat and video
Differentiated servicesand reduced cost
of serving customers
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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How Do Your Customers Want to be Served?
Personalized,customer
interest routing
Anywhere,anytime model
Consistency
acrosschannels
Alwaysavailable
History-basedinteractions
Ease of Use
Self Service provides you with automated waysto serve your customers
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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The Varying Costs of Doing Business
Economics Is Driving Channel Shifts
$0.00
$2.00
$4.00
$6.00
$8.00
$10.00
$12.00
Web IVR E-mail Text Chat Phone
Average Cost Variability
Self-service Assisted Service
Real Time Real Time
Delayed$40.00
Source: Yankee Group, Contact Center Futures, January 24, 2008 © Copyright 2008. Yankee Group Research, Inc. All rights reserved.
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
http://slidepdf.com/reader/full/01bankingvietnam20082dec08-finaldriving-extraordinary-customer-service-in 10/2210© 2008 Avaya Inc. All rights reserved.
What To Automate: Why Do People Call?Travel, Tourism
Frequent Flyerprograms
Cash in miles,book flights
Flight Status
Financial Services,Banking, Insurance
Account balance
Funds transfer
Order checks
Card activationsStock price/quotes
Claim status
Eligibility
HealthcareReferral inquires
Member enrollment
Claim billingquestions
Plan coverageID Card replacement
Spending accountbalance inquiry
Change physician
Eligibility
IT Help DeskPassword/PIN resets
Hardware/softwaresupport
Open/close/status
ticket
EducationClass cancellations
School closings
Campus alerts
Billing status
Bus arrivalschedules
Parent -Teachercommunications
Utilities, TelcoService outages
Service scheduling andreminders
Meter reading
Bill payment
Retail/CommercePlace orders
Order status
Shipping Status
Pickup, delivery
Address, locationfinder
Human Resources
Time reporting
Benefits enrollment
Pension questions
Change of addressLocation info
Average Cost of Self Service transaction $.05 to $1.25vs. $2.00 to $12.00 per agent assisted transaction (in USD)
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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The Bottom Line – Significant ROI withSelf Service
ROI:
(cost of implementation)
(# of calls/month) x (Cost per agent assisted
call – cost per automated call) x(% automation)
Voice
Portal
$5/call agentassisted,
$0.25/call self
service, 80%success
800,000 callspays for a
$200K systemin 6 months
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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How Do Your Customers Want to be Served?
Cross-selling
Customer
satisfactionsurveys
Customerretention
& win back
Fraud detection
‘Welcome’ calls
Collections
Providing proactive customer service is cost effective anddrives customer satisfaction and retention
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
http://slidepdf.com/reader/full/01bankingvietnam20082dec08-finaldriving-extraordinary-customer-service-in 14/2214© 2008 Avaya Inc. All rights reserved.
Proactive outreach for flight delays, cancellations, orupdates
Contact customers for fraud or overdraft notifications,lease programs, or brokerage services
Renew prepaid contracts and minimize customer churn
Service resumption notification: avoid power surges,assist large corporate customers
70% win-back rate if contacted in 30 days
Reach Out to Customers with Information
They Need and ValueProactive Contact
Airlines
Financial
Services
Utilities
Services
Companies
(credit card, cellular,insurance)
Mobile Service
Providers
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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Manual Dialing vs. Predictive Dialing
Talktime
Ring
Dial
Prep
Typical manual contactrate 5 –10 per hour
Typical Avaya predictivecontact rate 20 – 30 per hour
Wrapup
Talktime
Ring
Dial
Prep
0 10 20 30 40 50 60Seconds
0 10 20 30 40 50 60Seconds
Talktime Administration
Talktime Wait
200 – 300% contact rate increase
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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The Bottom Line – Increasing Revenue WithAutomated Outbound Communications
Averaging 4 minutecalls they cancomplete 2,500 dailyconnects. Each salegenerates $250 inrevenue, and there is a10% conversion rate.
Contact Center
50
agents
Increasing voice detectionaccuracy drives impressiverevenue!
+1% voicedetectionaccuracy
+$228,000annually
+5% voicedetectionaccuracy
+$1.1millionannually
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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How Do Your Customers Want to be Served?
Personalized,customer
interest routing
Anywhere,anytime model
Consistency
acrosschannels
Flexible,contextual help
History-basedinteractions
Ease of Use
Multi-channel capabilities provide you with new waysto service your customers
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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Enhance the Customer Experience – ImproveContact Center EfficiencyValue of Multi-Channel
Deliver consistent, personalized customer careacross voice, email, web chat, and video
Segment customers, intelligently route to the bestavailable resource
Improve first contact resolution and agent
productivity with screen popReduce development time, costs, and riskassociated with extensive custom
applications
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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How can Banks Benefit fromEnterprise Multimedia Contact Management
Voice, email, web chat managed based
on a single set of business rules– Ensure consistent service
– Optimize utilization of SMEs
Integrated, consistent view of customerwith cradle-to-grave history
– Apply this intelligence to routing
Improved agent productivity
– Agent are empowered with detailedcustomer interaction knowledge
Open, standards-based architecture
– Ease of integration
– Customize to meet differentorganizational needs
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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# Emails handled perday by each emailagent = 100
Loaded Annual laborcost of FT Emailagent = $38,000
The Bottom Line – Decreasing CostsMulti-Channel Solution
Contact Center
200voice
agents
@78%utilization
70 voice agents now alsotake emails - reduces email-only agents by 7
70 voiceagents goblended
(15 emails/day-@ 86%utilization)
Overallutilization
increases to
80%+$266,000savings
8/7/2019 01.BankingVietnam2008_2dec08-FINAL_Driving Extraordinary Customer Service in a Down Turned Economy
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Customer ServiceCase Study
• Thailand’s largest provider of mobilephone services
• Trusted partner for thousands across
all types of industries • Avaya IP-enabled Contact Center and Call Reporting System
• Avaya Interactive Response Solution
• Avaya Predictive Dialer System
• Avaya Interaction Center
Solution ComponentsSolution Components
• Intelligent, personalized interactions with customersincreased Customer Satisfaction Index by 13.4%
• Improved efficiency by offloading non revenue generatingdata collection
• Improved linkage between people, processes andresources thru automation with 42% gain in productivity
Business ImpactBusiness Impact• Improve operational efficiency,
increase agent productivity, andautomate system management
• Improve reliability, availability andmanagement of AIS Call Center
• Deliver highest possible customerservice standard at the lowest cost
• Grow the business and respondquickly to business changes
• Gain extraordinary insights intocustomer interactions that increaseaverage rate per user (ARPU). “The Avaya Team designed a contact center platform that is
versatile and interoperable, with scalability and priceperformance to meet our needs.” MD, ACC Co Ltd.
Why AvayaWhy Avaya
Advanced Info ServicesAdvanced Info Services
Business NeedBusiness Need
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