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S p o n s o r e d B y :
callcentres.net webinar
How to Develop a True
Multi-Channel Contact Centre
We will begin at approx...
Dr Catriona Wallace
Director, callcentres.net
Introductions
Glenn Dobson
Social Media Support Manager, Citrix Online
- 3 -
1. Viewer
Window
2. Control Panel
Welcome Webinar Attendees
Type question here
- 4 -
#MultiCCC
- 5 -
Poll Question:
Does your organisation currently
have a true multi-channel contact
centre that is beyond email, fax
a...
- 6 -
Total number of contact centre seats in Australia
2007
= 180,000
seats
2008
= 190,927
seats
2009
= 192,800
seats
201...
- 7 -
14%
6%
19%
5%
16%
11%
13%
9%
13%
5%
7%
12%
2%
8%
2%
32%
31%
30%
26%
22%
Staff turnover
Training/ Agent
development
D...
- 8 -
79%
11%
4%
3%
1%
81%
8%
4%
5%
2%
77%
11%
6%
5%
1%
74%
11%
8%
6%
2%
Contact centres (all
transactions including
telep...
- 9 -
The Multi-Channel Environment
Voice: caller to IVR
Voice: click to talk
SMS
Email
Internet
Web Chat
Automated Web Ch...
- 10 -
80%
54%
26%
7%
4%
5%
2%
2%
2%
1%
0.5%
0.2%
1%
Phone (agent involvement)
Phone (agent only)
Phone (agent after IVR)
...
- 11 -
Multi-Channel Integration
Contact Centre Trends
n=112
20%
26%
20%
35%
Fully implemented
Partially
implemented
Not i...
- 12 -
21%
33%
19%
26%
Fully implemented
Partially
implemented
Not implemented,
but have plans to
in the next 2 years
No p...
- 13 -
What types of organisations are
more likely to have Multi-Channel
contact centres?
- 14 -
Organisations that are likely to have
fully implemented Multi-Channel
contact centres tend to be...
 Larger centre...
Case Studies
- 16 -
Case Study 1
PITNEY BOWES
 Pitney Bowes Australia Pty Ltd is part of
the global Pitney Bowes group, whose
parent c...
- 17 -
Case Study 1: Pitney Bowes
Channels integrated
 Phone
 Email
 Fax
 Online enquiries
 IVR
 Twitter (for specia...
- 18 -
Case Study 1: Pitney Bowes
Key Considerations
1. Evaluate necessity of the channel
2. Training agents on systems,
p...
- 19 -
Case Study 2
TELNET SERVICES
 Telnet Services are an outsourced contact
centre provider, providing seamless
custom...
- 20 -
Case Study 2: Telnet Services
Channels integrated
 Phone
 Web chat
 SMS
 Fax
 Email
 Internet
 Social Media
...
- 21 -
Case Study 2: Telnet Services
Key Considerations
1. Understanding of the customer base;
which channels are they mos...
- 22 -
Case Study 3
EZIBUY
 EziBuy is a leading online retail store, and
New Zealand’s #1 women’s clothing store
online
...
- 23 -
Case Study 3: EziBuy
Channels integrated
 Phone
 Web chat
 Email
 SMS
 Direct stores
 Fax
Additional planned ...
- 24 -
Case Study 3: EziBuy
Key Considerations
1. Recruit multi skilled computer-savvy
staff
2. Ensure new systems are com...
- 25 -
Top 3 Key Areas of Consideration
In developing a Multi-Channel
contact centre
1. Customer: Understand the changing ...
- 26 -
Share one or two things that
you learned today
Use Questions Pane ->
- 27 -
Type question here
&
great
Reasons
to fill out the exit survey
Reason #
You can request to receive
the slides from
today’s presentation.
3 Reasons to fill out
the exit survey
great
Reason #
You can request a
free trial of GoToAssist.
3 Reasons to fill out
the exit survey
great
Reason #
You can provide us with
feedback on how we can improve
our Webinars.
3 Reasons to fill out
the exit survey
great
Increase your reach with
unlimited Webinars
For a free trial or to learn more about Citrix GoToWebinar,
please phone 1800 ...
Dramatically increase first-contact resolution, reduce support
costs and easily manage multiple users.
For a free trial or...
Thank you for
attending
(and interacting)!
We will send you a link to the
recorded session within 24 hours.
callcentres.net Australia
4/121 Walker Street
North Sydney NSW 2060
Australia
+61 2 9927 3333
callcentres.net Singapore
8 ...
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How to Develop a True Multi-Channel Contact Centre

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The most talked about topic in the service and contact centre sector is the coming of the multi-channel service centre. Service centres have progressed from being call centres to contact centres (phone and email) to now being truly multi-channel with up to 14 different customer touch points.

But how do you develop a multi-channel contact centre? What are the benefits? What are the pitfalls? And which organisations have successfully implemented one?

Join this live, interactive and entertaining webinar with Dr. Catriona Wallace, director at callcentres.net, and learn how to successfully launch a multi-channel centre.

Attend this webinar to discover:
• Why it's critical to start transitioning to a multi-channel contact centre
• Three key steps to developing a true multi-channel contact centre
• First-hand insights from managers who have successfully implemented multi-channel strategies
• And more...

Published in: Business, Technology
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  • Hi,

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    It allows to make softphones, webphones, autodialers, IVR systems, call centers, and further VoIP solutions.

    BR,
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Transcript of "How to Develop a True Multi-Channel Contact Centre"

  1. 1. S p o n s o r e d B y : callcentres.net webinar How to Develop a True Multi-Channel Contact Centre We will begin at approximately 2pm Australian EDT Listen to audio over your computer speakers or you may phone in: Australia #: 02 8014 4932 New Zealand #: 04 974 7212 Access Code: 293-598-711
  2. 2. Dr Catriona Wallace Director, callcentres.net Introductions Glenn Dobson Social Media Support Manager, Citrix Online
  3. 3. - 3 - 1. Viewer Window 2. Control Panel Welcome Webinar Attendees Type question here
  4. 4. - 4 - #MultiCCC
  5. 5. - 5 - Poll Question: Does your organisation currently have a true multi-channel contact centre that is beyond email, fax and voice?
  6. 6. - 6 - Total number of contact centre seats in Australia 2007 = 180,000 seats 2008 = 190,927 seats 2009 = 192,800 seats 2010 = 198,200 seats 2011 = 207,600 seats 2007 – 2008 growth rate Predicted = 10% Actual = 6% 2008 – 2009 growth rate Predicted = 7% Actual = 1% 2010 – 2011 growth rate Predicted = 5% Market Sizing 2009 – 2010 growth rate Predicted = 7% Actual = 3% 198,200 seats 3% growth rate 2011 predicted 5% growth rate NZ: 29,900 seats 4% growth rate 2011 predicted -1% decline in seat size
  7. 7. - 7 - 14% 6% 19% 5% 16% 11% 13% 9% 13% 5% 7% 12% 2% 8% 2% 32% 31% 30% 26% 22% Staff turnover Training/ Agent development Difficulty in recruiting staff Upgrade existing technology Inadequate headcount to effectively meet business requirements Rank 1 Rank 2 Rank 3 Total Top 5 most significant challenges facing contact centres in the next 12 months n=111 Contact Centre Challenges Australia New Zealand 10% 17% 7% 10% 10% 15% 10% 12% 10% 12% 12% 7% 12% 7% 5% 36% 34% 32% 27% 27% Upgrade existing technology Inadequate headcount to effectively meet business requirements Improving customer satisfaction Staff turnover Training/ Agent development n=42
  8. 8. - 8 - 79% 11% 4% 3% 1% 81% 8% 4% 5% 2% 77% 11% 6% 5% 1% 74% 11% 8% 6% 2% Contact centres (all transactions including telephone, email, web, etc) Branch/Retail Network Sales force Other Web based/Email not handled by the contact centre Other 2010 (n=112) 2009 (n=144) 2008 (n=152) 2007 (n=156) Percentage of customer contacts per channel (Mean %) Contact Handling 82% 7% 5% 3% 3% 77% 11% 8% 4% 1% 83% 7% 5% 4% 0% 67% 14% 9% 8% 2% Contact centres (all transactions including telephone, email, web, etc) Branch/Retail Network Sales force Other Web based/Email not handled by the contact centre Other 2010 (n=42) 2009 (n=53) 2008 (n=55) 2007 (n=45) Australia New Zealand
  9. 9. - 9 - The Multi-Channel Environment Voice: caller to IVR Voice: click to talk SMS Email Internet Web Chat Automated Web Chat Social Media Facsimile Voice: caller to live attendant Instant Messaging Voice: caller to speech Voice: VoIP Video Remote Assist
  10. 10. - 10 - 80% 54% 26% 7% 4% 5% 2% 2% 2% 1% 0.5% 0.2% 1% Phone (agent involvement) Phone (agent only) Phone (agent after IVR) Email Phone (IVR only) Self-service via the web Fax Letter Phone (agent after speech recognition) Phone (speech recognition only) SMS Web chat (text or voice) Other 2010 (n=112) Percentage of interactions handled per contact centre channel (Mean %) Contact Handling Emerging channels: SMS 0.5%; web chat 0.2%; speech 3%; self-service via web 5% Australia NZ: Emerging channels: web chat 0.4%; SMS 0.5%; speech 1.3%; self-service via web 3%
  11. 11. - 11 - Multi-Channel Integration Contact Centre Trends n=112 20% 26% 20% 35% Fully implemented Partially implemented Not implemented, but have plans to in the next 2 years No plans to implement in the next 2 years 46% fully or partially implemented Australia New Zealand n=42 10% 38% 31% 21% Fully implemented Partially implemented Not implemented, but have plans to in the next 2 years No plans to implement in the next 2 years 48% fully or partially implemented
  12. 12. - 12 - 21% 33% 19% 26% Fully implemented Partially implemented Not implemented, but have plans to in the next 2 years No plans to implement in the next 2 years Contact Centre Trends 54% fully or partially implemented Multi-Channel Agents n=42 Australia New Zealand 25% 25% 22% 28% Fully implemented Partially implemented Not implemented, but have plans to in the next 2 years No plans to implement in the next 2 years 50% fully or partially implemented n=112
  13. 13. - 13 - What types of organisations are more likely to have Multi-Channel contact centres?
  14. 14. - 14 - Organisations that are likely to have fully implemented Multi-Channel contact centres tend to be...  Larger centres with 50+ seats  Retail/Wholesale, Outsourcers, IT and Business Services  Experiencing higher growth in contact centre seats (9% growth in next 12 months)  Operate 24x7
  15. 15. Case Studies
  16. 16. - 16 - Case Study 1 PITNEY BOWES  Pitney Bowes Australia Pty Ltd is part of the global Pitney Bowes group, whose parent company is Pitney Bowes Inc.  World’s leading provider of integrated mail and document handling systems  Provides software, hardware and services that integrate physical and digital communications channels  3 contact centre teams, 16 contact centre consultants, with over 160 employees in Australia
  17. 17. - 17 - Case Study 1: Pitney Bowes Channels integrated  Phone  Email  Fax  Online enquiries  IVR  Twitter (for special events) Motivations for implementing Multi- Channel 1. Reduce response time to customer queries through multiple channels 2. Reduce effort for customer and business 3. Keep traditional channels for clients who do not wish to migrate 4. Reduce paper waste
  18. 18. - 18 - Case Study 1: Pitney Bowes Key Considerations 1. Evaluate necessity of the channel 2. Training agents on systems, processes, procedures and time management 3. Prioritise channels based on agent recommendations, as they have frontline experience 4. Regularly measure the customer experience Benefits Realised 1. Reduction in average response time to queries 2. Increase in year on year ROI through increased revenue generated 3. Reduction in customer effort in contacting our company 4. Cater to the needs of all businesses irrespective of size
  19. 19. - 19 - Case Study 2 TELNET SERVICES  Telnet Services are an outsourced contact centre provider, providing seamless customer service  Manage both inbound and outbound sales and service centres  Telnet provides contact centre capability to a wide range of industries including utilities and fuel, financial institutions and consumer technology providers  170 seat contact centre based in New Zealand
  20. 20. - 20 - Case Study 2: Telnet Services Channels integrated  Phone  Web chat  SMS  Fax  Email  Internet  Social Media  Push Email  Callback Motivations for implementing Multi- Channel 1. Improve customer experience 2. Provide cost effective customer service solutions 3. Staying connected to new audiences – Gen Y
  21. 21. - 21 - Case Study 2: Telnet Services Key Considerations 1. Understanding of the customer base; which channels are they most likely to prefer 2. Universal queuing and common delivery processes 3. Online knowledge management to ensure all relevant information is easily available 4. Consistency in service delivered across channels; achieved through templated responses to common queries and reference information on knowledge portal in 1st person. 5. Ensure consultants have correct skills to work across channels Benefits Realised 1. Easy to do business with 2. Enhanced customer experience and increased satisfaction 3. Reduction in cost per interaction 4. Improved first call resolution
  22. 22. - 22 - Case Study 3 EZIBUY  EziBuy is a leading online retail store, and New Zealand’s #1 women’s clothing store online  More than 580,000 active customers in New Zealand and Australia  70 seat contact centre based in New Zealand, with 62 agents and 8 team leaders
  23. 23. - 23 - Case Study 3: EziBuy Channels integrated  Phone  Web chat  Email  SMS  Direct stores  Fax Additional planned channels:  Click to Call  Facebook and Twitter Motivations for implementing Multi- Channel 1. Make EziBuy more accessible to customers through increased touch points; ‘No matter where you are’ 2. Personalise customer service 3. Deliver customer service through customer’s preferred channel
  24. 24. - 24 - Case Study 3: EziBuy Key Considerations 1. Recruit multi skilled computer-savvy staff 2. Ensure new systems are compatible with existing systems 3. Ensure technology is in strategic fit with business case for implementation 4. Build relationship with technology provider as a partner not supplier 5. Customers are directed to alternative and quicker routes in case of hitting a queue when contacting customer service Benefits Realised 1. Gives a holistic 360 degree view of the customer 2. Ability to measure impact of email and webchat on customer service 3. High ROI 4. Increased customer satisfaction scores 5. Reduction in average speed of answer
  25. 25. - 25 - Top 3 Key Areas of Consideration In developing a Multi-Channel contact centre 1. Customer: Understand the changing needs of the customer and offer channels that meets those needs. Continually adapt to the needs of the customer. 2. People: Recruit for the right skill-set in agents and ensure agents are fully trained and equipped to handle new channels. 3. Technology: Work in collaboration with technology vendors to ensure smooth implementation and integration of channels that meet the business’ needs.
  26. 26. - 26 - Share one or two things that you learned today Use Questions Pane ->
  27. 27. - 27 - Type question here &
  28. 28. great Reasons to fill out the exit survey
  29. 29. Reason # You can request to receive the slides from today’s presentation. 3 Reasons to fill out the exit survey great
  30. 30. Reason # You can request a free trial of GoToAssist. 3 Reasons to fill out the exit survey great
  31. 31. Reason # You can provide us with feedback on how we can improve our Webinars. 3 Reasons to fill out the exit survey great
  32. 32. Increase your reach with unlimited Webinars For a free trial or to learn more about Citrix GoToWebinar, please phone 1800 451 485 (in Australia) or visit www.GoToWebinar.com Webinars Made Easy™ Today’s webinar powered by . . .
  33. 33. Dramatically increase first-contact resolution, reduce support costs and easily manage multiple users. For a free trial or to learn more about Citrix GoToAssist, please phone 1800 451 485 (in Australia) or visit www.GoToAssist.com Remote Support Made Easy™ Today’s webinar sponsored by . . .
  34. 34. Thank you for attending (and interacting)! We will send you a link to the recorded session within 24 hours.
  35. 35. callcentres.net Australia 4/121 Walker Street North Sydney NSW 2060 Australia +61 2 9927 3333 callcentres.net Singapore 8 Robinson Road #10-00 ASO Road Singapore 048544 +65 6557 0024 callcentres.net Malaysia M-3-19 Plaza Damas Jalan Sri Hartamas Kuala Lumpur 50480 Malaysia +60 362 075 438 Email info@callcentres.net
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