Spot Overview November 2011
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Spot Overview November 2011

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Provides a brief overview of SPOT Consulting LLC\'s service offerings.

Provides a brief overview of SPOT Consulting LLC\'s service offerings.

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Spot Overview November 2011 Spot Overview November 2011 Presentation Transcript

  • Overview  of  SPOT  Consul2ng  LLC  November  2011     Copyright © 2011 SPOT Consulting LLC 1
  • SPOT Consulting LLC - Vision & Mission•  Vision     –  Improve  the  opera7ng  effec7veness  of  clients  by  providing   the  best  technology  solu7ons  and  management  prac7ces   available  •  Mission   –  Provide  outstanding  consul7ng  advice   –  Op7mize  revenue  genera7ng  opera7ons  and  cost   reduc7ons  to  hit  financial  and  opera7onal  objec7ves   –  Stay  current  with  advanced  technologies  in  service   opera7ons   –  U7lize  leading  edge  procurement  prac7ces  for  clients  who   wish  to  outsource  service  opera7ons   Copyright © 2011 SPOT Consulting LLC 2
  • Corporate Overview•  Business  performance  consul7ng    •  Focus  is  contact  center  op7miza7on  •  Blend  exper7se  in  opera7ons,  finance,   and  technology  to     –  Increase  sales  and  margins   –  Improve  First  Call  Resolu7on   –  Drive  higher  customer  sa7sfac7on   –  Lower  transac7on  costs  •  Headquartered  in  Aus7n,  TX  •  Privately-­‐held   Copyright © 2011 SPOT Consulting LLC 3
  • Core Capabilities•  Market  Intelligence   –  Primary  &  secondary  research  on  contact  center  issues   –  Used  as  the  basis  for  opera7onal  improvement  ini7a7ves  •  Chat  and  Social  Media  Op7miza7on   –  Based  on  extensive  Market  Intelligence  studies,  we   improved  PC  OEM’s  chat  channel  sales  results  by  over  27%  •  Cer7fica7on  Services   –  SPOT  Performance  Management  Model  Tiers  1,  2,  3  •  Vested  Outsourcing   –  Cer7fied  Deal  Architect   –  Contact  center  SME  fclient’sniversity  of  Tennessee     We transform our or  U business performance Copyright © 2011 SPOT Consulting LLC 4
  • The Problems We Solve•  Organiza7ons  need  customer  service  strategies  that:   –  Improve  customer  sa7sfac7on,  while  reducing  customer   effort   –  Lower  cost  of  service  via:   •  Improving  opera7ons   •  Outsourcing   •  Implemen7ng  mul7-­‐channel  approach   –  Meet  or  exceed  targeted  revenue  and/or  margin  goals   –  Leverage  key  technologies   •  WFM   •  Training   •  Emerging  channels   Copyright © 2011 SPOT Consulting LLC 5
  • Our People•  Experienced  experts   –  Extensive  experience  in  North  America,  Japan,  La7n   America,  Europe,  Asia,  Australia,  and  emerging  markets   –  Know  the  contact  center  industry   •  Opera7ng  /  op7mizing  cap7ve  and/or  outsourced  centers   •  Know  the  key  providers  and  issues  in  each  market   –  Capabili7es   –  Pricing   –  Opera7onal  challenges   –  Can  move  quickly  to  implement  real  change  in  the  field   –  Help  you  organize  and  manage  change  ini7a7ves   Copyright © 2011 SPOT Consulting LLC 6
  • Our Partners•  We  partner  with  providers  who  offer  leading  edge   solu7ons  for  your  issues.   Copyright © 2011 SPOT Consulting LLC 7
  • International Experience•  SPOT  staff  have  worked  with  centers  in   –  North  America   •  US,  Canada,  Mexico   –  La7n  America   •  Argen7na,  Brazil,  Costa  Rica,  Dominican  Republic,  El  Salvador,  Mexico,   Panama   –  Europe   •  Bulgaria,  Germany,  Holland,  France,  Sweden,  UK     –  Middle  East   •  Egypt,  Jordan,  Kuwait   –  Asia   •  China,  Indonesia,  Malaysia,  Philippines,  Singapore,  Vietnam   –  Australia     –  India     –  Sri  Lanka   Copyright © 2011 SPOT Consulting LLC 8
  • Client ExperienceSee www.spotconsulting.biz for most current listing Over 80% of our clients are Fortune 100 organizations Copyright © 2011 SPOT Consulting LLC 9
  • The Challenge•  Contact  centers  are  caught  between   opposing  pressures   –  Requirement  to  increase  sales   –  Rising  customer  service  expecta7ons   –  Opera7onal  need  to  drive  down  costs  •  No  common  set  of  opera7ng   measurements     –  Revenue  per  call?   –  Cost  per  call?     Third party outsourcing only makes it worse –  Cost  per  seat?  •  Performance  and  data  metrics  from   opera7ons  and  IT  seldom  align   Majority of executives think their contact centers cost too much and deliver too little Copyright © 2011 SPOT Consulting LLC 10
  • Our Solution•  Contact  center  performance   op7miza7on   –  Increased  conversion  /  sales  rates   –  Higher  first  call  resolu7on   –  Improved  customer  sa7sfac7on   –  Lower  opera7ng  costs    •  Complete  vendor  management   solu7ons  •  Sourcing  analysis  and   implementa7on  management       We enable you to deliver sustainable, cost effective customer satisfaction Copyright © 2011 SPOT Consulting LLC 11
  • Typical Client Success Story The Challenge Results with SPOTØ  Needed to increase close rate in chat ü  Close rate up 10.7% pointsØ  Lacked information on best practices for chat ü  Revenue per sales up 24.7%Ø  Did not have the right metrics for chat ü  Margin per sale up 38.3%Ø  Customer experience erratic ü  Customer satisfaction up 5.1% pointsØ  Agents not reflecting brand’s desired image ü  Much closer reflection of brand image through better communication styles “SPOT’s consulting help added millions to our profits – it was a huge success!” Director, Consumer Sales, PC OEM Copyright © 2011 SPOT Consulting LLC 12
  • Typical Client Success StoryOne of America’s Largest Electronic Retailers The Challenge: Results with SPOT: Ø  Poor sales performance ü  10% sales increase Ø  High call per incident rate ü  62% improvement in information accuracy Ø  Low customer satisfaction scores ü  60% reduction in staffing requirements Ø  Managers had no metrics to improve results ü  12% of costs in additional cost savings Ø  Additional staffing costs to meet peak demand ü  “Top” customer satisfaction scores “We could not have asked for a better performance improvement partner.” VP Strategy and Business Development Copyright © 2011 SPOT Consulting LLC 13
  • Typical Client Success Story The Challenge Results with SPOTØ  Excessive customer churn ü  Call volume reduced by 12 million calls in 2008Ø  No accurate CSAT metrics or measurements ü  $53.3 million savings from improved IRØ  High inconsistencies in service delivery ü  28% improvement in CSAT in 12 monthsØ  Extremely low call issue resolution rates ü  13.6% year over year improvement in FCRØ  Operational gaps across global centers ü  New process implemented globally “The 12 month improvement in contact center performance saved us $53M!” VP Operations, Leading U.S. Telecommunications Provider Copyright © 2011 SPOT Consulting LLC 14
  • For  addi7onal  informa7on,  email  info@spotconsul7ng.biz   or  phone  (+1)  512-­‐551-­‐2342   THANK YOU Copyright © 2011 SPOT Consulting LLC 15