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Cover Slide
Home-Based Agents The Crown Jewels of Customer Service
VIPdesk Webinar Series May 27, 2010
View The Webinar
Presented By:Jack Heacock: SVP, Telcoa: The Telework Coalition
Sally Hurley: President, VIPdesk
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About The Presenters
ā¢ 20+ years delivering premium service for Fortune 500 brands
ā¢ Passion for service
ā¢ Committed to building a culture that supports work-life balance
ā¢ Proud to be a green company-supporting thousands of individuals that work from home across North America
ā¢ President of Entrepreneurs Organization
Sally HurleyPresident
Jack HeacockSr. Vice President
ā¢ Co-founder of the Telework Coalition, Washington, D.C.
ā¢ Call Center Magazine āPioneer Awardā winner for Work@Homeā¢ Agent Programs
ā¢ Nationwide human resources and payroll corporate systems; telecommunications; and facilities Project Director for Amtrak
ā¢ Lt Colonel U.S. Army Signal Corps (Retired)
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Agenda
ā¢ Virtual contact centers: the basics
ā¢ At-home agents: providing intuitive customer service
ā¢ Increasing customer satisfaction and revenue via a home-based team
ā¢ Profile of an at-home agent: how talent drives success
ā¢ Recruiting and managing home-based agents
ā¢ Environmental benefits of a home-based workforce
ā¢ Real-life examples of successful virtual customer care
Copyright 2010, The Telework Coalition, All Rights Reserved
āWhyā a Work@Homeā¢Solution
~The Crown Jewels of
Customer Service
May 27, 2010
VIPdesk Webinar Series
Copyright 2010, The Telework Coalition, All Rights Reserved
ā¢ Better educated, more mature agentsā¢ Greater agent and customer satisfactionā¢ Larger pool (geographic area) of agentsā¢ Improved agent retention and skills baseā¢ Part-time and Split-Shift agent availabilityā¢ Less use of imported energyā¢ Reduced congestion, pollution, and injuries
Work@Homeā¢ Quality
Copyright 2010, The Telework Coalition, All Rights Reserved
ā¢ Homesourcing (Work@Homeā¢)Benefits
ā¢ Avoid lay-offs in tough economic timesā¢ Reduced cost per agentā¢ Better ācorporateā and ācustomerā memoryā¢ Trending for Bank Cards, Annuities,
Investments, Insurance, Medical advice, scheduling, and triage, 411, 911, etc.
ā¢ Recommendations by The Tower Groupā¢ March 2008 ā Homesourcing Call Centersā¢ March 2010 - Telecommuting: A Targeted
Solutionā¦
Work@Homeā¢ Costs
Copyright 2010, The Telework Coalition, All Rights Reserved
ā¢ āEventsā ~ Those āStubborn Thingsā
ā¢ Weather obstaclesā¢ Natural occurrencesā¢ Geo-Political disruptionsā¢ Off-shore inhibitors & degradationsā¢ Other obstaclesā¦
Minimized or avoided via Home Agents
Work@Homeā¢ Stability
The Formulaā¦
Copyright 2010, The Telework Coalition, All Rights Reserved
IT + PĀ³ = EĀ³Ā©
āFor Successful Work Today and Tomorrowā
Copyright 2010, The Telework Coalition, All Rights Reserved
The enabling Information Technology
PLUS the implementing Policies, Processes, and Procedures
EQUALS the Economic, Energy, and Environmental benefits for the Work@Homeā¢ employees, their employers and the customers and communities served
See: The Telework Coalitionās Top Ten Reasons for the Virtual Workforce Ā©
IT + PĀ³ = EĀ³ Ā©
Copyright 2010, The Telework Coalition, All Rights Reserved
ā¢ Emerald: Enthusiastic, fresh, and genuine service
ā¢ Ruby: Satisfaction and resolution ~ The 1st time and every time
ā¢ Safire: Customer needs anticipated and fulfilled with comfort and up-selling opportunities
ā¢ Diamond: Improved cultural and understanding focus
ā¢ Pearl: Word of mouth customer-to-customer 3rd party referrals
Work@Homeā¢ The āCrown Jewelsā of Customer Service
Implementing:Do it yourself or outsourcing?
ā¢ While distributed work cannot occur without the enabling technologies, the PĀ³ās are often the greatest āchallengeā to coordinate and develop
ā¢ To achieve the objects of improved quality, cost containment, and speed of implementation many are partnering with those who have a demonstrated track-record of virtual customer care success
Copyright 2010, The Telework Coalition.
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Our Passion
Our clients trust VIPdesk to represent their brand as a seamless extension-- providing exceptional service to their customers, that helps ensure customer retention and drive revenue.
. . . making great brands even better
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Brand Leaders Trust VIPdesk
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VIPdesk Core Belief
āEvery customer contact is a critical marketing eventā
And an opportunity to drive performance and profitability.
Conversely, a single negative customer event, poorly handled, can destroy a brandās reputation.
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Projected Growth of Home Agents
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Attract Home-based Applicants
ā¢ Flexible schedulingā¢ Reduced expenditures ā¢ Elimination of commuteā¢ Enhanced schedule flexibility -
work/life balanceā¢ Comfort of working from homeā¢ Ability to maintain lifestyle in addition
to careerā¢ Work on behalf of brands they love
Geographically dispersed agents mitigate risks associated with localized or regional Business Continuity events
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Utilize Multiple Recruiting Sources
Candidates come from referrals, local, regional, tradeand national sources.
JOB BOARDS
SOCIAL MEDIA
MEDIA COVERAGE
TRADE PUBS
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Comprehensive Recruiting Process
Recruiting Process
Pass Basic Qualifications: 24%
Pass Client Specific Qualifications: 59%
Pass Hardware/Software Requirements: 73%
Pass Resume and Phone Screen: 83%
Pass Credit/Criminal Check: 79%
Complete Agreement and Tech Setup: 85%
Complete/PassCertification: 63%
Go Live: 95% Currently 1 out of 30 go live
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Profile
Experienced Specialized Screened and Trained
40 years old 95% college
educated 5% graduate
degrees 63% management
experience 72% hospitality/
customer service experience
15 years of work experience
Relevant subject matter experience
Brand culture and products
āBrand Advocatesā representing favorite brand
Located anywhere
Background checks Personality profiling Web-based HR
systems and tools Web and instructor-
based training Brand immersion
training
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There are CSRs, Agents and Repsā¦
Virtual model enable Brand Advocates
Don T.
-lives in San Francisco-loves running & hiking-is a Tier 1 Performer
Home Agent Profile
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Example Brand Advocates
KITTY Kavid kayaker
JOYCE G snowmobiling enthusiast
JULIE Gactive climberCORRINE P
on a zip line
DON Savid runner
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ā¢ Carla loves fishing; 3 mile walk to raise money for Ryan Cameron Foundation
ā¢ Deborah loves cycling and going to the beach
ā¢ Dia Enjoys hiking and biking; favorite spot- Diamond Head in Waikiki, HI
ā¢ Dollie Runs Peachtree Road Race Marathon each year; Loves hiking and camping at Stone Mountain in GA
ā¢ Don Completed 4 marathons and countless 1/2, 10 & 5ks
ā¢ Elizabeth loves hiking Tucson trails and instructing Zumba
Passionate Brand Advocates
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Virtual Training Best Practices
ā¢ Training methodology- Share, Show, Do
ā¢ Instructor Training Program
ā¢ Smaller class size ā no more than 1:15 ratio
ā¢ Blended learning for optimum retention; 85% instructorāled / 15% self-paced study
ā¢ Module based learning
ā¢ Orientation Process ā time with all departments
ā¢ Post-training program/Nesting
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Tools to Support Operations
ā¢ Listen to/search callsā¢ 100% call recordingCall Recording
ā¢ Integrated with recordingsā¢ Grade and report scores Quality Grading
ā¢ Internal chat application Communications
ā¢ Reports call, email and chat dataReporting
ā¢ Online recruiting portalRecruiting
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Performance-based Scheduling
Key metrics
Individual metrics are scored and ranked
Scores are available daily
Highest scores receive preferred schedules
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Recognition
ā¢ Call recording, grading
ā¢ Performance Dashboards
ā¢ Contests
ā¢ Bonuses for top performers
ā¢ Individual, team and company recognition
ā¢ Virtual awards
ā¢ Performance-based scheduling
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Staffing flexibility
Jan Wk 1
Jan Wk 2
Jan Wk 3
Jan wk 4
Feb Wk 1
Feb Wk 2
Feb Wk 3
Feb Wk 4
Mar Wk 1
March Wk 2
March Wk 3
March Wk 4
Mar Wk 5
April Wk 1
April Wk 2
FY 2010 Sales SL 84% 89% 87% 90% 97% 90% 94% 96% 77% 82% 95% 95% 77% 41% 46%FY 2010 % handled to forecast 31% 72%143%43% 51% 25% 23% 22% -7% 6% 33% -3% 20% 10% 6%
-20%
0%
20%
40%
60%
80%
100%
120%
140%
160%
2010 Weekly Stats
FY 2010 Sales SL
FY 2010 % handled to forecast
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Example- Home-Based Program Achievement
ā¢ Exceeded AOS goals by 19.8%
ā¢ Beat Credit goals - 11% for the year
ā¢ Beat AHT goals by 2.5% for the year
ā¢ Increased Customer Sat Quality from 93 to 95%
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Case Study 1
Call Type: Sales and Customer Service
Objective: Improve customer experience while addressing seasonal volume
Challenge: Temporary help needed to answer heavy spike in seasonal volume; inconsistent service delivered across multiple team was impactingcompany brand and quality was suffering
Solution: Deployed dedicated, home-based team with retail sales experience who love the brand
Impact: Service levels up by 60%; email completion rate improvement of 41%; reduced program AHT for the client by an average of 22 seconds within 2 months
International Multi-Merchant Retailer
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Case Study 2
Call Type: Credit card customer support and rewards and benefits management
Objective: Provide dedicated team to handle multiplebenefits and rewards call types
Challenge: Fragmented experience- too many vendors, inconsistent customer experience
Solution: Consolidate vendors, leverage dedicated home-based team with travel expertise, provided a singlevoice structure
Impact: Dedicated team allowed client to consolidate vendors, improved first-call resolution by 40% and improve the Card Member satisfaction by 15%
Global Credit Card Provider
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Case Study 3
Call Type: Incoming orders, order tracking, customer service
Objective: Improve customer experience; drive sales results, and maintain cost per contact
Challenge: Premium customer segment, phone, email and chat handled by 3 teams/vendors, poor customer experience
Solution: Provide single highly-skilled home-based team with both customer service expertise and apassion for fashion
Impact: Increased total service sales by 23% and cost-per-contact by 18% year-over year
Luxury Online Fashion Retailer
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Q & A
āOn the average most organizations report a loss of approximately 50% of their customer base every 5 years.ā
Jim Novo The Drilling Down Project
āConsidering a million dollars in business over a 10 year period with a 10% inflation rate, an organization can improve revenues by 49% with a 10% increase in customer retention.ā
American Management Association
āA 5% increase in customer retention can potentially boost profits by 25-125%... Acquiring a new customer can cost 6 to 7 times more than retaining an existing customer.ā
Fredrick ReichheldThe Loyalty Effect
ā46% of respondents reported they quit doing business with a company in at least one industry category in the past year as a result of poor service.ā
Accenture consumer survey
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Contact Us!
Jack HeacockSr. President
[email protected](202) 266-0046 x. 103
Sally HurleyPresident
[email protected](703) 837-3518
VIPdesk Webinar Series How to Integrate Social Media Into Your Contact CenterJune 8, 2010
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Thank You for Attending!
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