Telecom Services Provider Assessment

People Process Technology

• We believe there are opportunities to enhance your CC operations via people, processes and technology

• You would benefit from• Faster on boarding• Streamlined operation structure for staffing efficiency• Optimized and consistent processes across LOBs• User friendly and simplified technology for more efficient

contact resolution• Improved measurements via relevant metrics• Increased productivity• Increased sales culture to offset cost to serve• Increased Customer Education / Self-help / Call deflection

• We will present our findings and recommendations to address the above benefits

Executive Summary


• Improve Measurement• Started measuring individual CSAT• Utilization and occupancy in question• Improve WFM / load balancing

• Reduce Cost to Serve• Increase FCR (right first time accuracy)• Optimize Processes

• Reduce complexity• Reduce system swivels• Improve throughput AHT/ASA

• Increase Customer Education / Self-help / Call deflection• Widen your Competitive advantage

• Best Telco service provider measured by CSAT/FCR• Faster onboarding

• Increase revenue

Your Goals as Expressed to UsEX

PEC

TATIO

N


• Onboarding• Spikes due to unforeseen volumes• Recruitment lead time ( 4 weeks for job posting, 3-4 weeks for

interviews/background checks, 2 weeks for notice period)• 16 weeks training: 8 classroom, 8 nesting• Needs to be more relevant to floor activities • Materials need update - SOPs

• Workflow / systems• Multiple, complex systems ( 19)• Repetitive tasks (service suspend, address change, phone

change, ownership change, denials)• KB searches not accurate/efficient• No holistic view of the customer• No consistent approach within and across LOBs• Web self-help insufficiently intuitive (5% email, less than 1%

chat)

Your Pain Points as Expressed to Us [1]C

HA

LLEN

GES


• Business• Billing complexity• More succinct marketing information delivery

• Silo consolidation underway• Collections to Consumer Customer Support• Tier 2 Mobile & Broadband

• Work Force Management• Long term forecasting needed• Better workforce tracking (by individual)

Your Pain Points as Expressed to Us [2]C

HA

LLEN

GES


What We Observed [1]

• Highly employee centric• Exceptional facility – lounges, production floor, cafeteria,

restrooms, grounds• Low attrition – 5/7% per annum • High employee satisfaction – generous packages, career

movement, great treatment• Highly customer centric

• Agents observed to go extra mile• Very patient and professional with personal touch• Low urgency observed• Focused on the customers not the metrics

• Siloed organisation with signs of consolidation underway• Tier 2 Wireless/Broadband• Collections / Customer Support• Tiers separated by product line vs. complexity of problemOB

SER

VATIO

NS



• Multiple complex systems with many “swivels”• Many repetitive tasks – a good percentage “objective”• Abundant cut and paste between applications (e.g. Notepad)• Frequent duplicate entry• Most agents competent in the same applications• Significant after-call (not-ready) work• Spotty application link performance

• Lack of standardized approach • Multiple ways to solve same problem observed• Collections - strategy not systematized• Lack of treatment strategy – Collections, Up-sell, Retention• Inconsistent upsell effort• Knowledge base not well utilized – searches lacking• Welcome calling abandoned• No on-going or soft skills training plan expressed• Few observed SME or coaches on the floor

OB

SER

VATIO

NS



• Scalability• Long onboarding cycle• Long training cycle• Work At Home pilot underway

• Metrics lacking (GOS and ASA only)• Relaxed productivity• Use of basic metrics – SL, ASA • Agents not focused on metrics – some agents did not know

what they were being measured against• Insufficient QA / Agent monitoring• Little evidence of sales focus• No available measurement of agent utilization

OB

SER

VATIO

NS


• Implement StopWatch• Our exclusive desktop analytics application• Provides accurate agent utilization figures• Continuous improvement mechanism• Provides insight by individual down to sub-second

• Guidance system provides transactional analysis• Call Reasons• AHT by Call Type

• Widen visual feedback beyond GOS and ASA to include FCR, AHT and Abandon rate

Improve MeasurementOur RecommendationsR

EC

OM

MEN

DATIO

NS


StopWatch DemoOur RecommendationsR

EC

OM

MEN

DATIO

NS


• Process standardization• Implement Succeed

• Sutherland exclusive process mapping technology• Capture standardized processes• Upgrade training materials

Reduce Cost to Serve: Increase FCR [1]Our RecommendationsR

EC

OM

MEN

DATIO

NS


• Standardized diagramming• Zero footprint• Collaborative • Fast

Succeed Workflow Mapping DemoR

EC

OM

MEN

DATIO

NS



• Capture standardized processes• Upgrade training materials

• Implement “Guidance System”• Improve execution speed by matching desktop to workflow• Improve accuracy by reducing keystrokes and redundant entry• Improve thoroughness by enforcing full workflow compliance


EC

OM

MEN

DATIO

NS


Guidance System DemoR

EC

OM

MEN

DATIO

NS




• Implement “Guidance System”• Improve execution speed• Improve accuracy• Improve thoroughness

• Reduce training times• Upgrade KB effectiveness over time• Use Guidance System to reduce training requirement• Walk through complete customer experience flow for holistic view


EC

OM

MEN

DATIO

NS




• Implement “Guidance System”• Improve execution speed• Improve accuracy• Improve thoroughness

• Reduce training times• Upgrade KB effectiveness

• Implement Seeker/Sage KB tool to improve implicit help• Guidance system reduces training requirement• Walk through complete customer experience flow

• Improve staffing efficiency• Increase agent utilization• Consolidate queues for increased efficiency and job variety/motivation• Review team structure for flatter organization and competitive ratios


EC

OM

MEN

DATIO

NS


Reduce Cost to Serve: Optimise Processes [5]Our Recommendations

• Reduce complexity• Step by step guidance through best-practice processes• Decision support integrated into guidance system

• Reduce system swivels• Fully automate information retrieval repetitive processes

(validation)• Open applications to proper window and account

• Improve throughput / AHT/ASA• Eliminate / reduce after call work logging (30% not-ready)

REC

OM

MEN

DATIO

NS


Reduce Cost to Serve: Call Deflection [6]Our Recommendations

• Increase Customer Education / Self-help / call deflection• Increase call reason granularity feeds via proactive deflection

initiatives• Workflow control enforces Web and other deflection

suggestions to customer• Explore automated chat for most commonly asked questions• Explore possible IVR deflection strategies

REC

OM

MEN

DATIO

NS


• Implement quicker issues resolution to increases CSAT• Implement faster scaling to better respond to demand• Increase cross-training to allow load balancing across a

larger agent pool

Widen Competitive AdvantageOur RecommendationsR

EC

OM

MEN

DATIO

NS


Treatment Engine - Collections

Loss Likely

Long Term

Short Term

Low

Long

Medium

Short

Risk History

High

Medium

Low

Revenue

Customer Profile

Treatment Options

Strong

Moderate

Light

ToneDirect Mail

Email

Voice Blast

Live Agent

Workout Agent

Channel

Behavior

Chronically Late

Erroneous Default

Forgetful

Dispute

Prompt

TimingDaily

Semi-Weekly

Weekly

Bi-Weekly

Monthly

FrequencyReminder

Workout

Adjustment

3rd Party

Write-Off

Remedies

Rules Engine with Intelligent RoutingTreatment Approach

2 Days

5 Days

10 Days

20 Days

30 Days

>60 Days

60 Days

45 Days

30 Days

15 Days

Delinquency

REC

OM

MEN

DATIO

NS


Treatment Engine - CollectionsR

EC

OM

MEN

DATIO

NS


Treatment Engine - Retention

Wireless

Media

Data

Wire line

Mix

High

Medium

Low

Revenue

Customer Profile

Retention Strategy

Direct Mail

Email

Voice Blast

Live Agent

Physical Visit

Channel

Event

Obsolescence

Anniversary

New Offering

Inquiry

Svc Issue

TimingRenewal

Upgrade

Up-Sell

Credit

Adjustment

Discount

Action10 Days

20 Days

30 Days

60 Days

90 Days

Frequency

Rules Engine with Intelligent RoutingProactive Approach

Periodic

Anniversary -60

Anniversary -30

Anniversary -15

Event

Complaints

Renewals

Svc History

Referrals

LOS

History

REC

OM

MEN

DATIO

NS


Treatment Engine - RetentionR

EC

OM

MEN

DATIO

NS


Indicative Savings Summary