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When Is a Call Centre a Contact Centre?
Peter Leung
Business Development DirectorCRM / Contact Centre SolutionsNE Asia
BT’s Mission
We are in the business to be the partner of choice for creative, valued and reliable Information Communication Technology (ICT) services and solutions.
Experienced delivery of solutions
and value added services
OUTSOURCING
IP
CRM
MOBILEVOICE &
DATA
DESKTOPMANAGEMENT
APPLICATIONSMANAGEMENT
& HOSTING
BT’s Contact Centre Experience
• Largest Intelligent Network & CRM operation in Europe
- 21m customers
- 20,000 call centre agents
- 2.6m customer contacts per day
- 12m transactions per day
• Multi-channel approach : web and e-mail; call centre; mobile; field sales & services and channel partners
• Newcastle Call Centre - best multi-media contact centre in European Call Centre of the Year Awards
• £200m investment over 5 years
Chinatown Telephone Operator
Chinese telephone users in Chinatown, San Francisco, make eight call a day per telephone, while San Francisco itself, averages four daily, a high average for large cities, according to the Pacific Telephone and Telegraph Co.
The ‘First’ Call Centre
Fast Forward To India…
In 2003, India had an estimated 92,000 agents and 1,561 call centres. This number will grow at a CAGR of 20.7%, reaching 237,000 agents and 3,920 call centres by 2008.
For China, 35,000 agents in 2003 growing to 102,000 by 2008
Source : Datamonitor
Second — Initial Productivity and
Visibility
Vision
Strategy
Technology
First — None Third — Functional
Effectiveness
Fourth — Intra-enterprise Integration
Fifth — Value-Network
CollaborationState
Call Handling Call Center Contact Center Interaction Hub
KM, blended centers, analytics, collaboration, BPM, e-learning, consolidated reporting, alerts/triggers
QM, WFM, CTI, workflow mgmt., scripting, voice tools. Back/front-office integration, reporting, feedback
Siloed channels, answer calls, basic customer service.Danger: No call center
Efficiency, systemized routing of calls to best agent. Danger: Siloed
Effectiveness.Multichannel inquiries, coordinated customer service, customer input.Danger: Siloed
CEM. Dynamically anticipate and provide customer service in real time, internal/ external collaborationEnterpriseStrategy
Customer memory. Create repeatable experiences, strengthen intimacy, communities Danger: inadequate decision support
POTS: PBX/ACD, call queuing, fax
Skills-based routing, IVR, common database, CSS applications “log and flog”
Decision support, advanced KM, IM, advanced collaboration,business performance mgmt., predictive analytics
ResponsiveAble to Answer Personalized Proactive Collaborative
The Customer Service Value Framework:From Silo to Enterprise Strategy
Source : Gartner
Why Do Business Need An IP Based Contact Centre?Do you need:
• Cost effective options to expand the reach of your contact centre to remote sites, countries or home-based agents?
• Disaster recovery or emergency overflow capabilities?
• A broader pool of talent from which you can recruit agents?
• Centralised management of contact centre applications?
• New ways to reduce operating costs or toll charges?
• Multi-media support or Universal agents?
PSTN
PBX
Software PhoneIP Phone
PSTN
RemoteOffices
VoIP
Integrate VoIP Into Your Legacy Call Center is ‘Easy’
ACD, IVR,
CTI, VR Servers
IP G/W
….But Complex And Expensive To Build & Support
Enterprise LAN/WAN
Possible Savings Through IP Trunk Consolidation
ELAN
CLAN
IP Trunk
ACD, IVR, CTI, VR Servers
CLAN
ELAN
IP Trunk
ACD, IVR, CTI, VR Servers
….But Complex And Expensive To Scale
Enterprise LAN/WAN
Network Control Centre
Macau Guangzhou
Hong Kong
Possible Savings Through Centralised Call Centre
ELAN
ACD, CTI, VR, DB Servers
….But again Complex And Expensive To OperatePLUS No Disaster Recovery Option
ContactCentreService
IVR
Macau
Next Generation IPCC
Multimedia Trends
15% of both the Finance and Govt customers would actually prefer to deal with the org. via the electronic channels (i.e. web, email, wap, sms, etc).
87% want their emails responded to within 24 hours
56% would like to mix the channels when communicating with a company – e.g. contact the company by phone and be responded to by email/sms.
The majority of people keen to use the new channels are young,
full time employed and in the highest income bracket.
Why New Channels
The % of consumers that would take their business elsewhere for each channel not offered by an organisation:
• SMS 16%
• e-mail 18%
• Web site 19%
• Automated phone service (keypad) 17%
• Automated phone service (IVR) 16%
Are You Ready To use IP To Take Advantage Of The Latest Technology?
….Make Sure Your Contact Centre Can Leverage IP
• Full Telephony , Voice Recording, IVR, CTI
• Messaging, SMS, Email, Fax
• Internet
• Mobile
Multimedia – pick your option
TECHNOLOGY – Intelligent Network And IP based Contact Centre Enhance Productivity & Availability
Increase call handling Increase call handling with same number of with same number of
agentsagents
Take advantage of Take advantage of labour where cost is labour where cost is
more attractivemore attractive
Send calls to the Send calls to the best available agent best available agent
the first time for the first time for superior service or superior service or
availabilityavailability
Improve service by Improve service by answering calls answering calls
fasterfaster
Improve contact center Improve contact center management with management with
consolidated reports consolidated reports and toolsand tools
BT Portfolio
BT Contact Central
• IP Based Multi-Media Contact Centre Solution In-A-Box
• End-to-end solution that integrates e-business software and IP communications technology at a single stroke
BT Contact Centre Service
End-to-end managed voice solution that enables high-volume global contact centres to operate more efficiently and serve their customers better than ever before.
Auckland
Sydney
Kuala Lumpur
Singapore
Centralised HABT Contact Central
ServersSINGAPORE
VCS ServersHP DL380
Contact Centre Consolidation
Seamless Expansion - Bangkok Integration
Auckland
Sydney
Kuala Lumpur
Singapore
Centralised HABT Contact Central
ServersSINGAPORE
Bangkok
VCS ServersHP DL380
Contact Centre Networking - PRC
Centralised HABT Contact Central
ServersHONG KONG
Guangzhou
Shanghai
Beijing
LOCALVCS Servers
HP DL380
Implications of not changing
…survival is not mandatory
We do not need to change…
Thank You…