EXPERIENCE THEVOICE OF THECUSTOMERROGER GIBBS AND PETER FABER20 OCTOBER 2011                         Connecting you with y...
Introduction
A client-centric portfolio of         solutions                                            Customer Experience            ...
What keeps you up at       night?                                            Are our                           How        ...
Customer experience      matters!STRONG             Influence of             Marketing             Communications         ...
Loyalty & churn, different         drivers                                                      11%                  Custo...
About ViewsCast
ViewsCast: Voice of the      customer                    • Integrated data collection and real time online                ...
Key benefits of ViewsCast   ViewsCast directly impacts your Bottom Line, depending on how   and where you put it to use   ...
ViewsCast for the           enterprizeInbound Call Centre    Outbound agents         E-mail customer           Website    ...
Voice of the consumer:    Contact centre
Actionable deliverables:    ViewsSummary   ●   Real-time graphs, tables and raw data   ●   Digitally recorded IVR verbatim...
Advanced analyticsObjective: Improve the customer experienceand operational efficiency of yourcustomer touchpoints to impr...
Executive insight    dashboards• Executive stakeholders receive online  insight dashboards, showing precisely the  informa...
Full service all the way     In the design phase, our leading role in designing tailor made VoC programs     will ensure t...
Some client feedback“Our cost levels decreased, our employee and customer satisfaction increased, and theloyalty of both o...
Case Study
UPC Netherlands
Impact of of customer   Impact customerexperience onon churn  experience churn  • During the sample period 468.000 calls w...
Operational efficiency• During the sample period 468.000 calls were handled average per month• The internal First Contact ...
First time fix: 50% callvolume improvement
Overall results summary                                                                           Customer    Introduction...
About Conexus
OverviewConexus is an award winning companyspecialising in customer relationshipmanagement, customer experiencefeedback, s...
Why choose Conexus?  ● Conexus is an award-winning contact centre and CRM    company, driven by passionate people  ● We ha...
What can we do?●   Customer experience feedback●   Contact centre outsourcing●   CRM●   Lead management and campaigning●  ...
What can we do?System applications● Tactix – Tactix is a Post-Service / Sales Follow-up system the provides  real time rep...
Conexus and Synovate    relationship                            Market                           Research                 ...
Contact centreinfrastructure                 Rivonia Johannesburg                       Contact Centre Branch
Conexus‟s reach into      Africa                       South Africa                       Mauritius                       ...
Ilvo ForgiariniManaging Director                    Ilvo Forgiarini                    Ilvo brings with him a wealth of op...
Roger GibbsClient Service Director                          Roger recently joined the Conexus team as                     ...
Technology in our contact        centers   Conexus has invested substantially in contact centre technology such as Avaya  ...
Training  Conexus agents undergo extensive on-the-job and formalised training.With the help of our internal quality system...
Awards &Achievements
Questions?rogerg@conexus.co.za     0112757068    Connecting you with your customers
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Experience the Voice of the Customer

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  • [Explain TCV and show Intellection Portal. We can provide client access,but beware – some client might see this as an attempt to move one of our core deliveriesto them. For some presentations the story of the Intellection Portal might be”this is what we use when we analyse – you can have access to if you want”] Synovate’s newly developed behind the curtain consultancy tool has been properly named The Intellection Portal. Voice of the Customer programs from Synovate can feed data into this unique consultancy portal. I supplies in depth analysis interpretations and one click action plans on live data.Link (also direct on pictures)http://synovate.intellectionsoftware.comCreate your own login via. the site.
  • To avoid churn, customer service (in particular complaint handling) are important. These are the moments of truth, if you don’t perform, you lose the customer.A completely different pattern is seen when we look at loyalty drivers. Keeping customers loyal, is a different ballgame where many drivers need to be taken into consideration. But again, customer service related performance kpi’s are important here.Interesting to see that drivers to become a new customer, in the financial industry, are driven again by completely different drivers, such as product features, price, welcome offer, recommendation, company image, etc.
  • There are many ways in which ViewsCast could (and should) be used in the contact centre environment?Let’s have a look.The Customers experiences in all inbound calls can be captured with ViewsCast. Customers can either be transferred automatically to an IVR survey or called back by IVR mere seconds after the interaction with an employee endsEmployee turnover in contact centres are often high. Therefore quick turnaround in employee engagement studies is a must have. Utilizing ViewsCast with SMS invites, outbound IVR calls, inbound numbers printed on pay checks etc. employers can have they finger on the pulse at all timeA growing number of service inquiries are today being handled via e-mail or chat. The same high standards of service as is preached in call centers should be exercised through this channel. ViewsCast web based data collection tool can easily be used to distribute online questionnaires in real time to customers receiving service in this manner.Service and sales calls by outbound agent can be followed up instantly by an automated outbound call. Customer’s opinions and reactions to these types of marketing activity can suddenly be measured and an agent’s value to the company can be evaluated on more than just raw sales numbers. One could easily imagine an agent being the top performer on selling add ons but at the same pushing the most customers away.By utilizing slide ups (not blocked like pop ups) satisfaction with key parts of self service- and/or transactional websites can be monitored with ViewsCast as well.
  • Often one of the key components in a Voice of the Customer program is continuous monitoring of the key touch points. One of the most important touch points is the actual call centre, where customers call in with inquiries they might have concerning specific products, their invoice, terms and conditions, etc.In a VoC program powered by ViewsCast, it is very simple to understand how the actual voice of the customer get’s from the respondents via Synovate to all the right end users and what the focus is.[Explain flow and answer all questions which naturally come up.](On the next two hidden slides are detailed descriptions of exact methodologies)
  • ViewsSummary is ViewsCast’s online reporting dashboard. It provides you with access to the results from all your surveys, carried out across all channels, filtered and visualized according to your specifications. ViewsSummary is completely customisable, meaning it can be tailored to suit the needs of users of all levels, from beginners to experts. It’s as powerful as you want it to be.Our clients use the tactical reporting options in quite various ways. Some love to dig into the results in the portal themselves, some only have automated scheduled KPI graphs e-mailed to them, some have daily or weekly pushes of raw data in excel files with integrated macros, delivering push of a button calculated KPI’s, some receive concise PowerPoint reports with the numbers to match their more traditional research output, and then of course some receive all of this. http://www.viewscast.com/synovateDemovs3Login: synovatePassword: synovate
  • Just like the tactical reporting should always be tailored to individual needs, not to smother stakeholders with information and to deliver exactly what they need, so should of course the strategic reporting.The strategic reporting we deliver at Synovate fall into the following four groups:Offline paper reports: Markets researchers around the world typically deliver results and insights in offline paperreports. There are can be numerous reason this is the prefered way of delivery. At Synovate we have nothing against consice and actionable insights delivered in e.g. a PowerPoint report. But often these are supplemented by other deliveries.2) Online peridoc reports: (http://marketing.synovate.nl/Demo/Viewscast/summary.html) Often stakeholders of a VoC program need a quick overview of a series of KPI’s as the evolve over time. To have these results combined with KPI’s from other parts of the business at the fingertips of employees, can mean either success or faliure for a VoC program. This is why customized online portals with combined data presented in clear graphical visualisation is more and more often one of the core deliverables from Synovate.Interactive corporate research portals (real time/periodic): http://staging.synovate-nova.com/ login: dv_guest pass: When market research is conducted by many different parts of the business and the multitude of projects span across a broad range of diverse topics, e.g. from advertising over product development to customer experience management, the results are often kept within silos. This is of course never due to ill intent, but in large scale corporations spanning a series of markets, it can be quite the job to get an overview of what research has been - and especially is being- carried out. Synovate specialize in creating market research portals which gathers analysis and insights from all corners of the business. Transparency in ongoing and previous research is obtained and integration of best practice across business units and markets becomes a fact, not a vision. A VoC program with Synovate which collects data instantly and reports in real time, would feed into the portal automatically and all extra deliverables like key driver analysis, call centre benchmark, driver segmentation, etc. would be uploaded upon completion.
  • Once a VoC have been running for a couple of months and enough data has been collected to create the first solid in depth analysis reports, Synovate usually arranges a workshop with key stakeholders. The benefits of workshops like this are numerous, but perhaps the greatest of all is the signal internally when outsiders are broght in to facilitate the sparring around the results. It is our experience this is yet another initiative which drives internal by in to the program forward.
  • There are many more quotes like these, but the part from UPC below tells a great story about the ROI aof ViewsCast. “As a result, our cost levels decreased, our employee and customer satisfaction increased, and the loyalty of both our customer base and our employees has started to significantly increase.”
  • Experience the Voice of the Customer

    1. 1. EXPERIENCE THEVOICE OF THECUSTOMERROGER GIBBS AND PETER FABER20 OCTOBER 2011 Connecting you with your customers
    2. 2. Introduction
    3. 3. A client-centric portfolio of solutions Customer Experience Relationship Surveys Contact Centre Touchpoint Monitoring Feedback Mystery Qualitative Shopping Contact Centre Internet Customer Monitoring Buzz Observation = ViewsCast - Voice of the Internal Customer Metrics = Call Centre Website Employee E-mail Service Manage Feedback Feedback Feedback Feedback
    4. 4. What keeps you up at night? Are our How investments in satisfied are training tools, my clients? and systems paying off? What are Are we the main consistently (root)causes of delivering our dissatisfaction? customer service promise? What are the How and key drivers for where can I satisfaction, save costs? retention & churn?
    5. 5. Customer experience matters!STRONG Influence of Marketing Communications Influence of Customer ExperienceWEAK Problem Motivated Evaluation Purchase Use/Ownership Recognition Search TIME
    6. 6. Loyalty & churn, different drivers 11% Customer Service 88% 43% 8% First Time Fix 85% 23% 19% Positive Experiences 88% Price 40% 86% 20% Product Features 56% 83% 44% Personal features 21% 58% 20% Personal recommendations 0% 47% 12% Company PR 14% 49% 10% Company Image 8% 43% 10% Brand Experience 20% 48% 10% Welcome offer new customers 0% 38% Company authority 9% 0% 40% Involvement with the company 3% 12% 31% Web testimonials 0% 0% 0% Repair / Disruption 44% 0% 0% Complaints 61% Purchase driver Loyalty driver
    7. 7. About ViewsCast
    8. 8. ViewsCast: Voice of the customer • Integrated data collection and real time online reporting tool • Data can be collected in customized online surveys, via IVR (Interactive Voice Response) technology, in two way SMS surveys, on iPads and more • Results and digitally recorded verbatims are immediately available in online reports created for both operational and strategic purposes • Analysis focus on utilizing best practice across the business and improving the bottom line • ViewsCast is available wherever your customers are, both locally and internationally
    9. 9. Key benefits of ViewsCast ViewsCast directly impacts your Bottom Line, depending on how and where you put it to use Improve Customer Loyalty Improve Customer Loyalty - Improve Customer Engagement - Rectify Strategic Goals - Increase Repurchase Intention - Prevent Churn - Unique Linkage Analysis Input Improve Operational Efficiency Improve Operational Efficiency - Improve on First Time Fix - Focus Budget Spending - Revise Service Level Targets - Enhance Coaching Effort - Better Operational Compliance
    10. 10. ViewsCast for the enterprizeInbound Call Centre Outbound agents E-mail customer Website Shop Visit serviceCustomer Experience Customer Experience Customer Experience Transactional Website Customer ExperienceSurvey Survey Survey Survey Survey Written InviteIVR invite IVR invite Slide-up invite IVR inviteSMS invite E-mail invite SMS invite E-mail invite SMS invitePersonal invite Online InviteIVR IVR IVR Online OnlineWeb SMS SMS Mobile Online Mobile OnlineSMS (Mobile) Online
    11. 11. Voice of the consumer: Contact centre
    12. 12. Actionable deliverables: ViewsSummary ● Real-time graphs, tables and raw data ● Digitally recorded IVR verbatim comments ● Export charts into PowerPoint, Excel, Word or Outlook ● Automated recurring e-mail reporting
    13. 13. Advanced analyticsObjective: Improve the customer experienceand operational efficiency of yourcustomer touchpoints to improve bottom line results• Applied:• All Subsets Key Driver• Zipf Distribution• Attributable Effects• Driver Segmentation• Graphical Modeling - Root Cause• Linkage to internal metrics• Sentiment & text analytics• … and more
    14. 14. Executive insight dashboards• Executive stakeholders receive online insight dashboards, showing precisely the information needed to make timely strategic decisions• Simulators for future improvement impact based on advanced analytics, can of course be supplied online as well
    15. 15. Full service all the way In the design phase, our leading role in designing tailor made VoC programs will ensure the most expedient form of data capture is applied to each touch1 point and the right KPI‟s are included in the right way in the questionnaire design In the implementation phase, Synovate‟s more than 10 years of 2 experience with countless clients across the globe, will ensure creating the link between existing platforms and ViewsCast is executed seamlessly In the live phase continuously monitoring the delivery of operational and tactical KPI‟s to stakeholders is to Synovate a part of the setup as well. As3 no organisation is the same, adapting and improving the original design based on feedback direct from the business is key At Synovate, insight reports, executive online dashboards, workshops, and 4 presentations for strategic stakeholders are all part of the delivery to our clients. Common denominator for all is a strong focus on the bottom line improvement and delivering a quick and visible ROI of the program
    16. 16. Some client feedback“Our cost levels decreased, our employee and customer satisfaction increased, and theloyalty of both our customer base and our employees has started to significantly increase.ViewsCast is a crucial component in our paradigm shift from managing Customer Care forcost containment only, to also include its contribution to profitable growth.” - Nicolette Wuring, VP Customer - Care UPC Europe “Integration of ViewsCast across the business units has given us a lot of new possibilities analysis-wise, which we simply couldn‟t live without today. ViewsCast is one of the most important sources of data for the TAK project and has highest priority with the leadership” - Søren Smit, Head of Analysis - TDC“When senior executives within HSBC approach the Research Department withresearch requests, the first question they are asked is normally „How quickly do youneed to know the results?‟. If they need to know the results quickly, we wouldrecommend using ViewsCast as the research tool.” - Bhupinder Kahlon, Research Manager - HSBC “Three things impressed us about ViewsCast as we interviewed companies to help us with our test of the voice of the customer: their research capabilities, their experience and success with the project we had in mind, and the resources they were willing to dedicate to the project” - Darren Epperson, Associate Director of Customer Feedback - Applebee’s
    17. 17. Case Study
    18. 18. UPC Netherlands
    19. 19. Impact of of customer Impact customerexperience onon churn experience churn • During the sample period 468.000 calls were handled average per month • Based on the collected ViewsCast data during the survey period: • 12,87% of these customers hung up the phone - very dissatisfied (score 1) • Of which 8,22% had to call three times or more (score 3) • Of which 5,89% where answered incompletely (score 3) • Of which 4,44% will definitely not recommend UPC to a friend (score 1) This is a monthly group of 20,592 customers (average) • If IF • We assume the average ARPU is € 690 (disguised data) • We take into consideration the churn risk within this customer group is 7,2 times higher then a satisfied customer, and 5,2% churned within 3 months •then Then • We are looking at a monthly financial churn risk of approximately € 738.840 And What are the costs for acquiring a new customer don’t forget! today?
    20. 20. Operational efficiency• During the sample period 468.000 calls were handled average per month• The internal First Contact Fix % reported was 81 (agent reports).• Based on the collected ViewsCast data during the survey period: • 42% of these calls were made for the third time or more • This is a monthly group of 196,560 customers (average)• IfIF • We assume the average cost per call is € 3,21• then Then • The monthly costs due to handling calls of the third or more consecutive time is estimated at € 630,765. • The costs per month for the second or more consecutive call is estimated at € 871.056
    21. 21. First time fix: 50% callvolume improvement
    22. 22. Overall results summary Customer Introduction Full rollout Care main ViewsCast Digital TV sales channelSeptember October September April April Customer cares sales : 225% up Launch of VC Year 1 Year 2 May December March January Launching Outbound new UPC Start focus service calls Start WOW customer on Sales with cross care upsell
    23. 23. About Conexus
    24. 24. OverviewConexus is an award winning companyspecialising in customer relationshipmanagement, customer experiencefeedback, sales lead generation andcontact centre management Philosophy Driven by passionate people, we help you get to know your consumers and deliver on their expectations, feedback and queries. Conexus ensures that the „friendship‟ between you and your customers stays intact
    25. 25. Why choose Conexus? ● Conexus is an award-winning contact centre and CRM company, driven by passionate people ● We have a Level 1 BBBEE rating and are committed to transformation in SA ● We are ISO 9000:2001 certified, which means you get the quality you expect ● Our partnerships set us apart from the rest ● We have an integrated relationship with Synovate, a global marketing research organization ● We have extensive experience and a proven track record in contact centre management (Both inbound and outbound) ● We are competitively priced as we have eliminated many of the high costs associated with setting up and running large scale projects
    26. 26. What can we do?● Customer experience feedback● Contact centre outsourcing● CRM● Lead management and campaigning● Database cleansing● Multi-media capability (SMS, MMS, IVR and Email)● Quality monitoring● Out-bound & In-bound Technology ● Voice Loggers ● LCR‟s (Least Cost Routers) ● Telephone reporting Systems
    27. 27. What can we do?System applications● Tactix – Tactix is a Post-Service / Sales Follow-up system the provides real time reporting and complaint management systems● Evalu-X – is a tool for assessing call centre quality and allow our clients to pinpoint exactly where training is needed for your agents●● X-Press –Complaint management system with the ability to log complaints remotely but manage centrally. It provides a system for escalation & alarms as well as for real-time reports and analysis. It also facilitates Customer Satisfaction Index improvement● Viewscast – ViewsCast is an automated IVR system that captures customer feedback after the experience has taken place● XM-24 – XM24 is a market research data collection and real-time reporting tool, suitable for tracking and custom projects● Lead Tracker – is a support service that monitors possible leads and relays messages to relevant partiesAll systems are web based for online reporting
    28. 28. Conexus and Synovate relationship Market Research Experts Contact Centre Contact Experts Centre Experts
    29. 29. Contact centreinfrastructure Rivonia Johannesburg  Contact Centre Branch
    30. 30. Conexus‟s reach into Africa South Africa Mauritius Tanzania Kenya Nigeria Ghana Zimbabwe Uganda Angola Malawi Mozambique Zambia
    31. 31. Ilvo ForgiariniManaging Director Ilvo Forgiarini Ilvo brings with him a wealth of operations, call centre and BPO expertise. His background includes a number of senior positions around the management of systems, products and call centre standards, primarily in the automotive and IT sectors. As Managing Director, Ilvo is responsible for the strategic direction of the business and overseeing sales, operations and people at Conexus.
    32. 32. Roger GibbsClient Service Director Roger recently joined the Conexus team as Client Service Director, focussing on business development and client services. Roger previously worked for Synovate where he was responsible for client services in the Automotive team and then moved on to Operations Director where he oversaw the project management function and focussed on efficiency and production. Roger has extensive experience in the development and management of customer experience programs and is passionate about adding value to new and existing client solutions.
    33. 33. Technology in our contact centers Conexus has invested substantially in contact centre technology such as Avaya call centre infrastructure, witness voice loggers, white noise, VOIP (voice over internet protocol), least cost routers. This means lower set up and project costs for our clients
    34. 34. Training Conexus agents undergo extensive on-the-job and formalised training.With the help of our internal quality system, Evalu-X we are able to pinpoint exactly where training is needed for each agent and make sure they are trained and passed on the relevant modules
    35. 35. Awards &Achievements
    36. 36. Questions?rogerg@conexus.co.za 0112757068 Connecting you with your customers

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