4. www.pivotaldata.co.za
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ENABLING BPO SOLUTIONS THROUGH 5 CORE OFFERINGS
ͻ Holistic insight
ͻ Outcomes based, technology agnostic solutions
ͻ Fully hosted BPO infrastructure
ͻ Business value through sophisticated Business Intelligence and Data
Analytics
END-TO-END
CUSTOMER
FOCUSED
TECHNOLOGY
SOLUTIONS
FACILITIES
SOURCING,
DESIGN AND
MANGEMENT
INTELLIGENCE
AND DATA
ANALYTICS
CREATING HIGH
PERFORMANCE
ENVIRONMENTS
INFORMED
STRATEGIC
DECISION MAKING
THE RESULT
WHAT WE DO
STRATEGIC
INSIGHT &
SOLUTION
DESIGN
VALUE ADDED
SERVICES
11. 11
Proprietary & Confidential to OneVault | 23 August 2016
20132011 2012
Mar Jul Feb Mar Present
OneVault Proposition
› Data assets
› Market Drivers
OneVault Constituted
● Shareholders
› Private Trusts
› Pivotal Capital
Nuance OEM Agreement Signed
● Local Business Partnerships & Partner Model concluded
● Local technical architecture, background model and build completed
Key Milestones Achieved
● Strong Pipeline (Revenues)
● Bespoke Apps, Multiple Chan
● Multiple POC’s/Pilots to Prod.
● IMA & GPS
● Local Live Reference sites
● Enrolling Voices (250/D)
● Above Global Par EER
● Consumptive model –
Global 1st
● NICE Partnership –
Gold Certification
1. Corporate drive for
Cost reduction &
Efficiencies
Contact
centres
3. Corporate drive for
Improved Client
Experience
www & Mobile
2. Corporate drive
Governance & Fraud
Reduction
Information
Security
Authentication as a Service (Bureau)
&
On-Premise Active and Passive
OneVault Voice Authentication Solutions
2.3 OneVault Pty (Ltd) Overview
12. 12
Proprietary & Confidential to OneVault | 23 August 2016
2.5 References
Partners & Suppliers
Reference Sites
Deals in Roll-Out & RFP’s RFP’s
1. FNB
2. Bank A (NDA)
3. Bank B (NDA)
4. Telco 1 (NDA)
5. Telco 2 (NDA)
2 X Private Investment Banks
13. 13
Proprietary & Confidential to OneVault | 23 August 2016
Managed Voice Biometric Authentication Services and Software Provider that is:
● Transforming current Authentication, Location & Clocking methods (call centre, online, mobile, ATM, ‘kiosk’, etc.)
› Saving time and cost
› Improving customer satisfaction
› Reducing fraud/improving security
● Driving self-service
› Providing a platform to automating the previously un-automatable
› Language independent (overcoming literacy)
● Displacing the requirement for passwords
› Growing security risk globally
› Difficult for the customer to manage (volume and complexity)
● Limits investment exposure (pay for use)
› Local Rand based Professional Services
› 1st world consumptive model
OneVault Voice Biometric Authentication
14. 14
Proprietary & Confidential to OneVault | 23 August 2016
Functional Savings Driven by Automated Authentication
Client Contact Centre – Totalling X Seats
1. Identify top Call Drivers in order to understand
which calls, if any can be fully Automated (No Agent)
and Automate.
2. Pre-Authenticate (in the queue) ALL remaining
Calls requiring Authentication
Saves total Call Cost
(R0,10 C/sec) - PWR
Saves current call time
to Authenticate (R0,10
C/sec)
Improved Authentication
rates (20%) result in
less repeat calls –
Saves repeat Call costs
associated
Example:
Total Seats – 250 (R0,07c/s)
Total Calls – 220 000
15% Automation (240s)
85% Authentication (40s)
Total Saving R696 000/Month
15. 15
Proprietary & Confidential to OneVault | 23 August 2016
0
2000
4000
6000
8000
10000
12000
0
100
200
300
400
500
600
700
Sum of # enrolments
Total Enrolments - >22 000
1. 323 Enrolments per day for ONLY queued
Individuals, with absolutely No marketing, No
legal prescriptions, No Benefits
2. TransUnion phase 2
1. Open All Gates (40 000/month)
2. IVR Authentication
2.7 Referenced Success of the Solution/System:
Incl. statistics on success rates of authentication. etc.
16. 16
Proprietary & Confidential to OneVault | 23 August 2016
2.7 Referenced Success of the Solution/System:
Screen Shot showing Single ID, Multiple Channels, Divisions,
Companies, etc.
17. 17
Proprietary & Confidential to OneVault | 23 August 2016
2.10 Can the solution do more than the Call centre voice channel?
i.e: e-Channels, Web
• Any device and technology that can record audio and call the required web
services can perform a biometric enrolment and or verification. Transactions are
handled through abstraction layer.
Tablet
Smart phone
Feature phone
19. www.pivotaldata.co.za
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FACILITIES OVERVIEW –
SERVICE OFFERING RELATIONSHIPS
In-House
Project Initiation, design, specs
Site Selection
Contractual Management
Space Planning
Interior Design
Project Management
Asset Management
Security
Cleaning & Hygiene
OHS
Preventative Maintenance
Contract Management
Operational Supplies
Environmental Sustainability
Skills Training
Partnerships
Armed Response
Catering
Lift Maintenance
Engineering Services
Power Supply (UPS &
Generators)
Signage
Corporate Clothing
Service Providers
Waste Removal
Emergency Services
Medical
Electrical
Fire
Plumbing
Core Competence
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RESOURCE COMPETENCE –
THE OFFERING
Comment Comment
Including Shift
Supervisors where and
when required
Including Shift
Supervisors where and
when required
HEAD OF SITE
Establish competency
rule of thumb:
Candidate chosen
based on Client, Size,
Value?
Establish competency
rule of thumb:
Candidate chosen
based on Client, Size,
Value?
Potential Shared
Resource
Potential Shared
Resource
FACILITY SERVICES
HEAD OF FACILITIES HEAD OF SERVICES
Facility Manager /
Facility Coordinator
Facility Technician /
Handyman
Risk, Compliance, OHS,
Contract Management,
Medical Officer
Security
Supervisor
Day
Security Officers
Night
Security Officers
Cleaning & Hygiene
Supervisor
Day
Cleaners
Night
Cleaners
Reporting Line
Other Service Offerings
(Garden, Catering, etc)
Day
Cleaners
Night
Cleaners
Facility/
Operational
Services
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CLIENTS & SERVICE OFFERING
INDUSTRY SERVICES CUSTOMERS SITES/CENTRES
Shopping Centres Security
Security & Cleaning
Security, Cleaning & Facility Management
Broll Property Group
Triman Property Group
MPBB – Property Group
Featherbrooke, Northcliffe, Verdi
Honeydew Village
L’Corro
Call Centres Facility Management, Security, Cleaning, Hygiene,
Waste Management & Landscaping
Webhelp SA, Vodafone UK Parktown (JHB), Claremont (CT)
Warehousing,
Distribution Centres
Cleaning, Security & Facility Management Unitrans SA, Sprint Packaging SA Isando, Alrode, Meadowdale
Corporate Office Cleaning & Facility Management Pivotal Capital, Redtree Capital,
Onevault & Maino Stoger
Attorneys
Silverpoint Office Park
Office Park Project Management, Security, Cleaning & Facility
Management
EOH Midrand
Schools Security, Cleaning, Landscaping / Grounds
Management & Facility Management
Monument High School Krugersdorp
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VALUE PROPOSITION & OFFERINGS
BIG Data
Consolidation
Data Visualisation
Correlation &
INSIGHTS
Predictive/
Prescriptive
Analytics
Proactive Customer
care
Evolution of Data Analytics
SMAC Services
o Relational Database
o Voice Analytics
o Interaction Analytics
o CRM Data
o Enterprise Data
o Sales Data
o NPS/VOC Data
o QA Data
o Qlikview
o Mission Control
o MIS Dashboards
o BI Dashboards
o Correlation Models
o Causality Models
o 3D TCD
o Interaction Analytics
(Who, Why, When)
o QABI
o VOA
o Action Plans
o Trending
• 3D TCD
• Interaction Analytics
(Who, Why, When)
o Proactive Customer
Comms
• Customer Segments
• Filtering
• Automated or
Manual
Genii ProActive
Communication
Genii Predictive
Analytics
Quality Analysis /
Business Insights
Genii Mission
Control Dashboards
SMAC Solutions
Genii Insights
Analytics Hub + + + +
o Advisory Services
o Subject Matter Experts
o DBOT (Design, Build, Operate & Transfer)
o “Analytics As A Service” (Aaas)
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GENII INSIGHTS ANALYTICS HUB
Sales Service Retention
The Analytics The Insights The Action
Reduce Cost to Serve
& Call Volumes
Customer Experience
Analytics
Customer Feedback
Enterprise Data
Customer Journey/Value
Chain Analytics
What's going wrong?
Customer Interaction
Analytics (Omni)
Who; Why & When
Improve Customer
Satisfaction
(NPS/VOC)
Improve Business:
Compliance
Improve Process
•VOA
•QABI
•SMART data
•Text Mining (Email & Verbatim)
•Correlation Modelling
•Causality Modelling
INSIGHTS Hub
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4D NPS TRACKER
Top 2 categories contributes >70% NPS!!!!
Average NPS weighted
movement by -7.6% Aug - Nov
Financial Queries had the
biggest impact on NPS decline (-
62%) and require further deep
learning
Billing Queries contribute 56% to
NPS and hence need deep
learning to effect overall NPS lift
Investigation into
Metering & Contract
queries pending
33. www.pivotaldata.co.za
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We offer employers a complete skills sourcing &
management partnership
W e offer:
1. Completely validated & authenticated candidates
2. Candidate profile including competencies, attributes &
characteristics explaining what aspects has what potential
impact on performance / retention
3. Shortlist candidates based on a bespoke designed set of
competency & psychometric tests
4. Quicker turnaround times – optimized at under an hour
5. Employee management plan to guide effective management
of performance / retention
6. On-going reporting of employees for performance & retention
management
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Our innovative sourcing methodology allows us to optimise
our selection process & allow us to charge market leading
prices
R 2 500 per placement for packages below R10k pm
4% (annual package) placement fee for packages between R10k & R20k pm
8% (annual package) placement fee for packages above R20k pm
Guarantee period of 3 months
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Our propriety algorithm enables us to scientifically match
key competencies / attributes to specific job & organizational
requirement
C o m p e t e n c y
T o p e r f o r m
g e n e r i c &
s p e c i f i c j o b
t a s k s
At t r i b u t e s
G e n e r i c o r
s p e c i f i c
d e s i r a b l e
c h a r a c t e r i s t i c
C V
E x p e r i e n c e &
q u a l i f i c a t i o n s
V a l i d a t i o n
A c a d e m i c &
C r e d i t c h e c k /
V o i c e
a u t h e n t i c a t e d
Au t o m a t i c m a t c h
O r g a n i s a t i o n a l & J o b a s s e s s m e n t
A s s e s s m e n t o f t h e k e y i n t e l l e c t u a l , e x p e r i e n t i a l & p s y c h o l o g i c a l s p e c i f i c a t i o n s t h a t a
s p e c i f i c o r g a n i s a t i o n & j o b r e q u i r e s
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The value of our offering increases through learning &
understanding your unique requirements
Employer
Research
Candidate
• S e l f r e p o r t e d a t t r i t i o n &
p e r f o r m a n c e s t a t s
• A s s e s s m e n t o f c a u s a l f a c t o r s
t h r o u g h q u e s t i o n n a i r e s
• U p d a t e d p r o f i l e r e l a t e d t o
j o b h i s t o r y , q u a l i f i c a t i o n s ,
t r a i t s & p r e f e r e n c e s
• B a s i s t o m o r e s u c c e s s f u l j o b / c a n d i d a t e m a t c h i n g
• R e f i n e p r e d i c t i v e p e r f o r m a n c e m o d e l
• P r o v i d e s c i e n t i f i c e v i d e n c e t o v a l i d a t e p l a c e m e n t
e f f e c t i v e n e s s
• I l l u s t r a t e s f i n a n c i a l ( p e r f o r m a n c e & a t t r i t i o n )
b e n e f i t s
• A t t r i t i o n & p e r f o r m a n c e s t a t s
• A s s e s s m e n t o f c a u s a l
f a c t o r s t h r o u g h
q u e s t i o n n a i r e s
• U p d a t e d c o r p o r a t e p r o f i l e
b a s e d o n s t r a t e g i c / m a r k e t
c h a n g e s
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We deploy a suitability test to eliminate candidates with
undesirable attributes that could lead to
non-performance or attrition
Driver personality traits are not only a good predictor of accident risk & number of accidents, it is also a factor that
can be screened effectively through deployment of a suitability tests during the recruitment process
E x t r a v e r s i o n
A g r e e a b l e n e s s
L a c k o f
C o n s c i e n t i o u s n e s s
N e u r o t i c i s m
L a c k o f O p e n n e s s
D r i v i n g
B e h a v i o u r
Accident Risk
1 4 %
1 9 %
3 8 %
1 5 %
- 1 3 %
1 5 %
L a p s e s
I n a t t e n t i o n
e r r o r s
Number of
Accidents
N u m b e r o f t i c k e t sL a c k o f O p e n n e s s
5 5 %
6 1 %6 5 %
7 9 % 5 9 %
5 0 %
8 6 %
7 5 %
7 2 %
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QUESTIONS FOR THE CLIENT
• How you would assess an operation and identify where there are
opportunities for you to create value with outsourcing.
• Understand how you manage matching the clients culture and customer brand
propositions with the people you employ etc.
• How much latitude you give the your agents in terms of “in call” decision
making, versus just being script readers
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OUTCOMES BASED OPERATING MODEL
We would look to assess an operating model which encapsulates outcomes based recruitment, learning and development,
career progression and performance management processes. How an operation delivers needs to align to the strategic
imperatives of the overall organisation
Revenue
Cost-to-Serve
Sales
Customer Loyalty
Customer
Satisfaction
Service Delivery
Effectiveness
Cost Effective
Design
Sourcing
Effectiveness
Resource
Optimisation
We assess an
operations overall
effectivness by reviewing
how its processes align
to the desired strategic
outcomes.
These key factors feed
into our People Model
– this ensures our
People Model delivers
on the desired
outcomes.
The purpose of a
customer service
or sales delivery
centre is to
maximize this gap
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PERFORMANCE MANAGEMENT &
BUSINESS OUTCOMES ALIGNMENT
In order to drive performance, we propose a model in which agents are ranked against their peers and incentivised on a
monthly basis to continually drive the performance up
The average performance of both groups is the
same. The challenge is that the performance of
distribution group 2 is very inconsistent –
therefore, a customer phoning in may have a great
experience, or a terrible experience – the
experience is not necessarily consistent. This
means that distribution group 2 are not meeting
their business objectives consistently, in
comparison to distribution group 1 who are much
more consistent in meeting business objectives.
Therefore, more emphasis is placed in
measuring consistency i.e. consistently
achieving KPI targets than achieving those
targets on average.
Performance Distribution Comparison
Percentageofstaff
Performance Scores
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PERFORMANCE MANAGEMENT &
BUSINESS OUTCOMES ALIGNMENT
Performance Management is a holistic framework, and a prerequisite to the establishment of effective incentivisation,
workforce productivity, and overall organisational effectiveness and efficiency. This drives a high performing culture,
but also a positive culture – required for a sustainable and productive customer service environment. Therefore, the way
we structure our Performance Management Framework and Business Outcome Alignment capability is at the core of our value
proposition
Our Performance Management framework is based on the
Complaint Call methodology:
Contactability
ResolutionEtiquette
Customer service is the intersection of three distinct
components:
Contactability (can a customer reach an agent?)
Etiquette (does the agent act professional and empathetic
in order to resolve the customer’s problem?)
Resolution (did the agent resolve the problem?)
Only when all three are present can we define a customer
interaction as a unit of customer service. Therefore, only
when all three objectives are met, have we met our overall
objective of delivering a compliant call.
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PERFORMANCE MANAGEMENT
FRAMEWORK SUMMARIZED
We treat performance in a holistic sense. Performance cannot sit in isolation to coaching, quality, incentivisation and
commercial contracting. Webhelp SA delivers quality and customer satisfaction through the end-to-end value chain
that starts at recruiting the right people, training and developing our people, and applying our Performance Management
Framework.
A Compliant Call meets all the desired
business outcomes1:
AHT
FCR
Customer Satisfaction
Quality
Performance Management
Daily Side
by Side
Weekly
Coaching
Team
Coaching
Targeted Coaching
Performance Improvement
Quality tells us why agents
are performing on certain
levels of their customer
satisfaction and FCR score –
this is done by independent
Quality assessments, of
which the consistency of
achieving the targeted QA
scores is included in the
Compliant Call measure
Remuneration
1 Illustrative KPIs
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ALIGNING THE OPERATIONS TO DELIVERING
EXCEPTIONAL CUSTOMER EXPERIENCE
Required Business Outcome
Increase Revenues
Decrease Costs
Metric = NPS
Sales
Loyalty
Efficiencies
Factors that influence NPS
Recruiting for
Traits
Service
Orientated
Leadership
Service
Climate
Participation in
Decision-
Making
Pay Levels
Performance
Management
Service
Environment
Supervisory
Support
Climate
Causal Factors Customer Experience
Customer Satisfaction
Service Delivery
Effectiveness
NPS
Quality
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WHY PIVOTAL DATA
TECHNOLOGY & FACILITIES
In collaboration with it’s preferred Technology and Facilities partners, Pivotal Data (Pty) Ltd, provides a
solution that is:
TURNKEY: Sourcing, procurement, design, implementation and ongoing management of
Technology & Facilities
INNOVATIVE: IVR, Voice Biometrics and SMART Analytics fully integrated with the Hosted
Contact Centre technology (or standalone) to drive value (KPIs) and enhanced customer
experience
GAME CHANGING: Technology & Facilities management is fully integrated with a unique service
management, asset tracking and environment monitoring tool that aspires to achieve 100% client
satisfaction
AGNOSTIC: Pivotal Data is agnostic in terms of technology choices. However, we have premised
our Hosted Contact Centre solution on Interactive Intelligence CIC v4.0
COLLABORATIVE: Pivotal Data and its partners collaborate with the client in all verticals in order
to deliver the optimum Technology, Data and Facilities solution
