Transforming Customer Service at Avaya
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  • We've undertaken a huge effort to automate a lot of our service functions to really provide a new vision for our employees and for our customers around improving the quality and level of competency of the service that we provide our customers. We've done that in a couple of different ways: We've changed the culture. We've changed out some of our leadership. We've installed a lot of Avaya products to help improve the quality and speed of resolution for our customer services out there.I'll walk you through several of the outcomes that have proved very positive for Avaya, employee satisfaction, customer satisfaction, and the business outcomes such as margin, and reducing expense while improving customer satisfaction. It hasn't been an easy transformation, and it's not something that you can do overnight, but we’d like to share our experience over the past year and really dive deep into how we had these great outcomes. Let's first look at why this is important to you. Let's look at the outcomes we have achieved here.
  • 91% of total outages are restored within two hours.
  • @Ash:Library, or articles on the right side.
  • Knowledgebase allows us to solve a problem once, so we can solve new problems. Many people can use it. Employees are satisfied when they can work on new things.
  • Add video and talking over the browser graphic here.
  • Swarming: We can bring in more than one agent. Bring in agents with different levels of expertise.
  • Tie slide 10 and 11 together.
  • Customers don’t like repeating themselves… “So you don’t have to repeat yourselves.”
  • Instead of a lock, maybe a microscope or a magnifying glass.
  • Clarify text on (trademarked term?)
  • Change the percent change for emergency recovery issue resolution over last year. Tie the top goal with the bottom resolution.Need to take the title and make it an umbrellaThird bullet is not related to the Emergency Recovery Team.
  • This is a program where we can learn about you and help you more, this is not the service, technical engineers doing this. “We get to know you better so we can service you better.” Voice of the customer, be customer-centric. One of the ways to do that is to adopt customers, pick up information from them, understand what they really need.
  • Take out bullet #2 + #4.Slides 17 and 18, change the titles to “Understanding our Customers.”
  • We’re measuring the outcomes we want to see, and investing in people, toolsand automation to support those outcomes.Change the font. Add frills.Bullets 1-3 are around the same idea.We’ve taken an old support paradigm, to where we’re measuring the outcomes we want to see and investing in people, tools and automation to support those outcomes. Better csat, better business metrics. We’re providing better support now.

Transcript

  • 1. Transforming Customer Service at Avaya Q1 2014
  • 2. In 2012, Avaya Set Out to Transform Our Company’s Culture of Customer Service. Avaya is the undisputed global leader in contact center hardware and software. (30.5% market share*) Avaya 30.5% Everyone Else We strive to “drink our own champagne,” internally adopting best-of-breed customer service practices. © 2013 Avaya Inc. All rights reserved. *Gartner Inc. Research 2012 2
  • 3. Within 12 Months, We Achieved Dramatic Results: Phone call volume fell 48% Self-service requests are up by 103% Customer satisfaction scores are up 12.9% Our Net Promoter Score is up 60.5% 1 83% of online chats resolved in less than 1 hour Ticket resolution improved 37% 2 75% of major issues resolved in less than 2 hours © 2013 Avaya Inc. All rights reserved. Our gross margins are up 8.5% 39% $ 3
  • 4. How Did We Do It? Avaya Knowledgebase Avaya Diagnostic Server Avaya Support Website Web Chat Emergency Recovery Browser-Based Interactions © 2013 Avaya Inc. All rights reserved. Understanding Our Customers 4
  • 5. Avaya Knowledgebase Resolved customer issues are documented in the Avaya Knowledgebase, for use by Avaya customers and engineers. © 2013 Avaya Inc. All rights reserved. 5
  • 6. We Add or Update More Than 2,500 Articles Per Month to the Avaya Knowledgebase. The knowledgebase allows us to solve a problem once, so we can focus on solving new problems. Employees are satisfied when they can work on new technical challenges, rather than answering the same questions over and over. Avaya’s help videos (youtube.com/user/AvayaMentor) have been viewed more than 400,000 times (and counting). © 2013 Avaya Inc. All rights reserved. 6
  • 7. Ava – the Avaya Virtual Agent Avaya Maintenance clients type in questions to Ava (the Avaya Virtual Assistant), which is based on Avaya Support Website – Web Chat. Hi, I’m Ava. This is Ava. Told ya she was Ava. © 2013 Avaya Inc. All rights reserved. 7
  • 8. Ava – the Avaya Virtual Agent Correct title Ava is an intelligent, semantic search engine that understands questions posed in conversational English. Ava searches the entire Avaya knowledgebase, as well as other sources for known solutions. ? Ava provides immediate answers to more than 40% of initial queries. © 2013 Avaya Inc. All rights reserved. 40% 8
  • 9. Browser-Based Interactions Correct title Multi-channel, lightweight, browser-based voice and video, which we use for Web Talk and Web Video. Hello. Hello. A: Hello Mary, I see you’re having some difficulty A: Hello Bob, how starting a web can I be of conference. I’m assistance? happy to assist you today. B: I’m having problems M: Thanks! I just connecting to my have a few Scopia room. Can questions about... you suggest what I might be doing wrong here? © 2013 Avaya Inc. All rights reserved. 9
  • 10. Browser-Based Interactions Correct title If Ava doesn’t find a known solution, she will bring a human agent into the conversation via: Web Chat Web Talk Or (in the near future) Web Video, powered by Avaya One Touch Video © 2013 Avaya Inc. All rights reserved. 10
  • 11. Browser-Based Interactions Correct title For particularly complex issues, Avaya collaboration tools make it easy for agents to pull Avaya engineers into the client conversation, rather than transferring clients between agents. YES + NO © 2013 Avaya Inc. All rights reserved. 11
  • 12. Browser-Based Interactions Correct title Ava saves a detailed history of the client’s issue and any attempted resolutions. Saving… So you don’t have to repeat yourself. © 2013 Avaya Inc. All rights reserved. 12
  • 13. Avaya Diagnostic Server Correct title High-speed, secure connectivity with our customers’ systems allow us to diagnose and resolve issues up to 50% faster. 50% © 2013 Avaya Inc. All rights reserved. 13
  • 14. Avaya Diagnostic Server Correct title Avaya agents leverage a host of Avaya-developed tools to accelerate remote troubleshooting. The Service Level Agreement Monitor (SLA MonTM) and Secure Access Link eliminate time-consuming investigation by monitoring Avaya systems and providing Avaya agents secure access to client systems. © 2013 Avaya Inc. All rights reserved. 14
  • 15. Emergency Recovery Correct title Fast responses by a dedicated team of experts. + © 2013 Avaya Inc. All rights reserved. + + 15
  • 16. Emergency Recovery Avaya has cut time to resolution by 37% with innovative approaches to assessing problems. Engineers use outside-in and bottom-up diagnostic methods, which have proven very effective. The Avaya Emergency Recovery Team’s goal is to get 85% of outages up and running in two hours or less. We are currently solving 91% of outages in that time. 91% © 2013 Avaya Inc. All rights reserved. 16
  • 17. Understanding Our Customers Correct title You’ll get personalized service from someone with deep knowledge about your business. © 2013 Avaya Inc. All rights reserved. 17
  • 18. Understanding Our Customers Understanding our clients’ environments is an essential ingredient to providing an all-around excellent support experience. The “Adopt a Customer” program lets Avaya employees gain more in-depth understanding of a client’s business. © 2013 Avaya Inc. All rights reserved. 18
  • 19. Key Takeaways Automation enables employees to focus on the most challenging issues Employees are more engaged with new problems to solve Frustration declines when employees don’t need to solve the same issues over and over Direct labor costs decrease significantly with automation Customer satisfaction goes up because customers get the right answers, sooner We’re measuring the outcomes we want to see, and investing in people, tools and automation to support those outcomes. The result is better customer support, and better business metrics. © 2013 Avaya Inc. All rights reserved. 19