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The Business of Contact Centres

Dominic GrayMagnetic North

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Agenda

Three clear areas we need to look at:

– How contact centres are used for business

– Example contact centre business scenarios

– Identifying contact centre opportunities

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But first – what makes a contact centre?

• First and foremost, it requires a business– to generate or sustain revenues by interacting with customers

• Second, it requires people– with the qualities and capabilities to support the business with

excellent customer interactions

• Thirdly, it requires technology– to provide the capability for staff and customer to interact

effectively in multiple modes

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How we help businesses achieve this...

• We provide the technology to bring customers together– Cloud Voice– OnDemand Contact Centre

• We help people (customers and staff) interact– Maximise Contact Centre for Voice, Email, Chat, Social

Web*– Optimise Call Recording and Quality Monitoring for

continuous improvement* Available Autumn 2013

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How you help your customers...

• Find businesses with a clear need to interact with their customers– On a small scale or on a large scale

• Help them identify what’s holding their revenues and margins back– Expensive legacy installations & line rentals– ”20th century” interactions

• Help them evolve for the 21st century– Cloud-based ”pay-as-you-go” solutions– Distributed/remote working and management– Multiple contact channels

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In short, together we’ll help them to ...

... refine their approach with new technology

... provide the best experiences for their customers

... ensure their operational costs are minimal

... increase their revenues and profit margins

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Typical Contact Centre Operations

Supporting revenues: Customer service & supportTypically more inbound than outboundProtecting revenuesImproving customer loyalty

Types of contact centre:FormalInformalOutsourced

Driving revenues: Sales & marketing, debt recoveryInbound & outboundDirect revenue-generating opportunities

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Sales & Marketing

• ”Traditional” inbound– Advertised 0800 sales line

• 21st Century inbound– Web-driven voice calls (desktop & mobile)– Live web chat / email– Social media

• ”Traditional” outbound– Dialling from acquired marketing lists– Exploiting existing customer database

• 21st Century outbound– Warm-up email/SMS– Automated callbacks (web leads and abandoned inbound)

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Debt Recovery

• ”Traditional” outbound– Predictive dialling – debtor lists provided by creditors

• 21st Century outbound– Initial email/SMS contact (increases opportunity for

payment before outbound call)– Mobile screening (reduce costs, increase efficiency)– Local/mobile CLI presentation (increases chance of

answer)

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Customer Service & Support

• ”Traditional” inbound– Advertised 08xx customer service line

• 21st Century inbound– Live web chat / email– Social media– Web-driven voice calls (after above has failed*)

• ”Traditional” outbound– Rarely used

• 21st Century outbound– Email/SMS confirmation of visits or query updates– Automated callbacks (web-requests and abandoned inbound)

*Inbound call volumes are predicted to fall as customers look to solve their problems quickly online

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Types of Contact Centre

• Formal– In-house, run for-profit– One or more business locations– Highly structured (agent work-flows, business

processes)– Advanced technologies (IVR, CRM, database

integration)– High dependance on management information– Looking for for cost reductions (e.g with remote

workers)

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Types of Contact Centre

• Informal– Often as simple as a hunt-group for sales– Small support desks (internal and external)– Less structured (but improved work-flows/processes

are advantageous)– Lower dependance on technologies (though with pay-

go and simple tools these become accessible)– Lower dependance on management information (often

because they have never had the opportunity)– Looking for improved management, more efficient

operations

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Types of Contact Centre

• Outsourcers– Formal– Servicing multiple clients (multi-tenant)– Highly structured (agent work-flows, business processes)– Advanced technologies (IVR, CRM, database integration,

client data)– High dependance on management information (also for

clients)– Looking for cost reductions & competitive advantage– Looking for flexibility (scale up/down by contract or

seasonal activity)

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Summary

Contact centres can be found everywhere you look - but with ever more sophisticated customers and ”the web generation”, their reach is extending

Customers need to evolve with this and continue to reduce costs - but they need to do it with the minimum of headaches

Magnetic North’s Cloud Voice and OnDemand suite will help your customers achieve these goals regardless of business sector or type of operation

In the following sessions we will show you how our solutions work, and how they address the needs of your customers.

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Any questions?

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