Download pptx - World Class Customer Service Presentation

Confidential & Proprietary Page 1

Twenty First Century Management

Presented by James BrannSenior Management Consultant

World Class Customer Service

Presented to: ABC Services, Inc.


Introduction• Today’s Customer;

• Contact Center Imperatives;

• Beyond the Contact Center

• Findings about ABC

• Next Steps

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Customer Service Statistics You Can’t and Shouldn’t Ignore (Four out of 20)

Consumers tell twice as many people about poor experiences than positive ones. (White House Office of Consumer Affairs)

Ninety-one (91%) of dissatisfied customers will not willingly do business with you again. (Lee Resources)

70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)

Employees only ask for the customer’s name 21% of the time, despite the fact that everyone loves hearing the sound of their own names. (ContactPoint Client Research)


want you to respond when they leave a comment on Facebook or Twitter…

58%42% within a day 39% within a week 7% within an hour 2% within a minute

Only 22% actually received a response from the company.

Social Media Rising Customer Expectations

Source: Customer Experience Impact Report, Harris Interactive

of consumers have recently read about a bad customer experience through social media

62% of those intentionally stop/avoid doing business with the offending company as a result

Over 50% of the world’s population is under 30 years old 96% of Millennials have joined a social network

14%

Social Media Revolution

https://www.youtube.com/watch?v=ZQzsQkMFgHE


World-class Service• Resources are customer oriented• Service is Proactive• All channels engaged and

supported (Inbound, Outbound, Chat, Text, E-mail, Social Media)

• “Zero” call processes are in place

• Customer Relationship Management is fully implemented

• Service strategies are designed to drive behavior (Customers and Employees)

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Revenue Growth

Cost Management

Customer Experience

Universal Business Imperatives of the Contact Center

The Contact Center is the #1 asset for delivering world-class customer experience

Customer Experience•Zero Contact Resolution•First Contact Resolution•Timely follow-up•Multi-media Access

Cost Management•Use Best Resources•Leverage self service – voice and Web

•Manage TCO• Improve ROI

Revenue Growth•Differentiated service for high-value customers

•Cross-sell & up-sell •Acquire new/maintain existing customers


• Expectation of 24x7 service• Requirement for multi-modal

transactionso Live agent chato Click-to-talko Emailo Web collaborationo Social Media Demands

• Personalization of services• Rich mobile applications:

anytime/anywhere service no longer tied to the desktop

Demographics, Use of Technology: Implications to the Contact Center


• Increased interaction with customers using social media, mobile smart phone, e-mail

• Being able to see the Customer Service agent

• Sending customers a video clip of instructions via chat

• Having even more intelligence on the customer <CRM>

• Automated self-service applications tailored to the individual

• Matching agent skills with caller requirements

• Increased proactive outbound calls <zero call resolution>

• Home-based agents with all capabilities of a center-based agent

Today’s Leading Contact CentersDesigned For Better Customer Relationship Management


• Enhancing customer loyaltyo First call / zero call resolutiono Cross selling opportunitieso Differentiated customer experienceso QM and call recording

• Technology shiftso TDM to IPo Growth of speecho Integration of UC&C

• Contact Center Work forceo Developing/retaining CCS infrastructure

and application support personnelo Agent Mix

• Retention• Home vs center based customer

demographics

• Growing complexityo Decentralized and disparate

environmentso Business continuityo Aging infrastructureo Hybrid environments

• New demands from customerso Multi-modal communicationso Social Media demandso Outbound notificationso Self service applicationso Mobility

• Economic constraintso Maintain cost controlo Capital constraintso Productivity enhancements

Evolving The Contact Center Can Be Challenging


Three Legged Stool – All must be balanced and focused on organizational objectives

The right people with IQ, personality, values and drive. All are characteristics you can’t teach; they either come with it or not

Processes in place Which empower people to meet objectives End to end “Living capabilities” which change as your objectives

change

Technological capabilities support processes and ensure across the board communications and feedback

People, Process & Technology

Confidential & Proprietary

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People, Process & Technology

PEOPLE

PROC

ESS

TEC

HN

OLO

GY

We all know what happens when one leg is shorter than the others!

Major Problems!

$$$$$$$$$

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• Economies of Scaleo It is more cost effective to manage a Hosted versus premise environmento More efficient use of resources, facilities and subject matter expertso Responsive to spikes in traffic and seasonality

• Predictable Monthly Expense and SLA Protection• Subscription based pricing• Companies can Focus Strategic Capital on their Core Business• Future Proof Technology Upgrades• Enhanced Business Continuity Solution• Simplified Mechanism for Corporations to Grow/Reduce Users• Solutions can be Delivered Independent of Geography• Incremental resources focused on the hosted environment

allowing focus on core business

Why Hosted Solutions


• Fortune 1500 retailer selling and supporting large home appliances; sales through “big-box” retailers; Customer Support provided by ABC Company

• Aging ACD infrastructure for contact center environment based on TDM technology

• Three contact centers each supporting a “line of business”; about 500 agents in each center operating 16 by 5

• Load balancing of traffic non-existent due to incompatibility of agent environment; significant traffic blockage during peak busy hours with many calls being call-back due to busy

• “Hearing” that customers are making negative remarks about customer support using various social media

• Funding request for upgrade of CPE environment in process• Difficult to recruit and maintain technical staff for CPE environment• Desire to move to IP environment for contact centers similar to the rest of

the enterprise• Consultant has recommended evaluation of Hosted SaaS

ABC Services Overview


1. Migrate agents center at a time to Hosted Solution; Use Voice Callback for busy hour scheduling; consider going to 24 X 7

2. Implement CRM3. Implement Customer Self Service for “simple to

moderate” requests using Speech enabled applications4. Cross-train agents on all line of business applications with

significant use of CRM, CTI and scripting5. Use intelligent routing based on CRM and agent skills6. Implement Social Media monitoring, routing and

reporting7. Implement Workforce Management8. Implement multi-media capabilities

Preliminary Recommendations


ABC Services Routing Example

Service Delivery (Hosted, Managed Solution)

Caller

Dials local or Toll Free Number to contact ABC company

Number RoutingTDM or IP

Professional ServicesC

onsulting Services

Self-Service with Hosted

Speech/IVRHosted IVR

Customer CRM

Gather caller data

3rd Party CRMCustomer managed and

maintained Customer or OutsourcedWFM to Manage

Select and Connect Agent

Intelligent Routing

Monitor, Route & ReportUsing Customer Defined Criteria

Process Route Requests and Pass Collected Information for Assisted Service

Gather SocialMedia data


ABC Services Routing Example

Service Delivery (Hosted, Managed Solution)

Caller

Dials local or Toll Free Number to contact ABC company

Number Routing

Professional ServicesC

onsulting Services

Self-Service with Hosted

Speech/IVRHosted IVR

Customer CRM

Gather caller data

3rd Party CRMCustomer managed and

maintained Customer or OutsourcedWFM to Manage

Select and Connect Agent

Intelligent Routing

Monitor, Route & ReportUsing Customer Defined Criteria

Process Route Requests and Pass Collected Information for Assisted Service

Gather SocialMedia data


1. In-depth engagement with key technical and business leaders to fully scope the environment

A. Traffic statisticsB. Define “universe” of customers, e.g. language, spend, loyalty, etc.C. Unique call flows and routing requirements

2. Provide draft SOW for reviewA. Tasks to be performed with estimatesB. Project team or customer responsibilityC. Modify based on engagement

3. Provide pricing estimatesA. ImplementationB. Per useC. Monthly estimates

Next Steps

Confidential & Proprietary Page 20 2016 20Confidential & Proprietary

Appendix

Supporting Documentation


1. Consumers tell twice as many people about poor experiences than positive ones. (White House Office of Consumer Affairs)

2. Seventy-eight percent (78%) of consumers have abandoned a transaction because of poor service. (American Express)

3. Ninety-one (91%) of dissatisfied customers will not willingly do business with you again. (Lee Resources)

4. Resolve a complaint in the customer’s favor and they will do business with you again 70% of the time. (Lee Resources)

5. Forty-five (45%) percent of people share negative customer experiences on social media, with 35% of people likely to post negative online reviews after a poor experience. (Dimensional Research)

6. Eighty-one (81%) of consumers who switched loyalties say the company could have done something differently to keep them as customers. (Accenture)

7. Phone calls are still the primary channel for customer communications: Social media channels handle just 3% of all customer communications, compared to 68% who contact customer service by phone. (New Voice Media)

8. 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. (American Express survey)

9. A typical business hears from 4% of its dissatisfied customers, with 96% not voicing out their complaints, and 91% never coming back. (“Understanding Customers” by Ruby Newell-Legner)

10. On average, loyal customers are worth up to 10 times as much as their first purchase. (White House Office of Consumer Affairs)

Customer Service Statistics You Can’t and Shouldn’t Ignore


11. 12 positive experiences to make up for one unresolved negative experience. (“Understanding Customers” by Ruby Newell-Legner)

12. It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. (White House Office of Consumer Affairs)

13. According to consumers, customer service agents failed to answer their questions 50% of the time. (Harris Interactive)

14. 78% of customer claim that a happy customer experience means interacting with competent customer service reps. (The Cost of Poor Customer Service” by Genesys Global Survey, 2009)

15. Eighty-six percent (86%) of people won’t purchase from a business that has negative online reviews. (Dimensional Research)

16. 70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)

17. In 2011, 86% of consumers quit doing business with a company because of a bad customer experience, a marked increase of dissatisfied customers compared to 59% in 2007. (Customer Experience Impact Report by Harris Interactive/RightNow, 2010)

18. Employees only ask for the customer’s name 21% of the time, despite the fact that everyone loves hearing the sound of their own names. (ContactPoint Client Research)

19. 58% of Americans perform online research about the products and services that they are considering purchasing. (Jim Jansen, Pew Research Center’s Internet and American Life Project, 2010)

20. Over 1 million people view tweets about customer service every week. Roughly 80% of those tweets are negative or critical in nature. (Touch Agency)

Customer Service Statistics You Can’t and Shouldn’t Ignore (continued)

Infinit Contact, February 2015


Organization Research Hoover’s – offers proprietary business information through our online

platform and integrated workflow solutions. Forrester - Understanding customers — their preferences and buying

journeys — is the most important capability B2B marketers need today. Best Practices – Sales Management and sales

professionals key performance imperatives Business in the Cloud – what every business executive

needs to know Improving Customer Experience – A Guide Transformation of the Contact Center – the shape

of things to come What is Good Customer Service – Loyalty versus

Attrition

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