The TELUS Way: An OpenSpan Customer's Journey for Optimizing the Call Center Agent

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Customer-centric TELUS launched an internal contact center initiative to reduce average handle time, automate agent processes and decrease errors. The company’s goals for the OpenSpan project were to improve the customer experience by providing agents with a more refined work process and ensure service delivery aligned with installation agreements. - See more at: http://www.openspan.com/resources/webinars/wr-the-telus-way-an-openspan-customers-journey.php#sthash.fmmkYF73.dpuf

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The TELUS Way: An OpenSpan Customer's Journey for Optimizing the Call Center Agent

  1. 1. The TELUS Way: An OpenSpan Customer’s Journey for Optimizing the Agent Desktop 2013 Webinar Series – Time with the Experts
  2. 2. The TELUS Way: An OpenSpan Customer’s Journey for Optimizing the Agent Desktop What to Expect Today Introduction TELUS’s Internal Contact Center Initiative Q & A © 2006-2013 by OpenSpan, Inc. All rights reserved.2
  3. 3. Meet the Speakers © 2006-2013 by OpenSpan, Inc. All rights reserved.3 Stacy Schierau Business Analyst, Strategy and Development, TELUS Customer Solutions TELUS Anna Convery EVP, Strategy OpenSpan
  4. 4. Our Journey for Optimizing the Agent Desktop Stacey Schierau Member of the TELUS team August 22, 2013
  5. 5. TELUS Public5 The Journey The Opportunity The Process The Deployment The Key Learnings
  6. 6. TELUS Public6 The Opportunity CHALLENGES Expensive Long cycles Multiple forms copy and pasting Call times on the rise  Lower cost  Rapid deployment  Reduce errors, keying of repetitive information  Reduce call times and hold times OBJECTIVES
  7. 7. TELUS Public7 The Process POC Pilot Business Case Deploy Monitor & Expand
  8. 8. TELUS Public8 Call Back
  9. 9. TELUS Public9 Automate: Credit Check Process Pulling data from the Credit Profile page in Desktop One and copying it directly into the appropriate fields of the Equifax form.
  10. 10. TELUS Public10 The Pilot 30 agents, one location Feedback on design and usability Access the technical design Modify capabilities Measure savings Validate metrics for the business case Resulted in a strong business case and approval to proceed
  11. 11. TELUS Public11 Agent Feedback Pilot agents positively embraced the changes as seen in these quotes:  “I love the call back feature, use if often and love the format”  “Having a pilot was a good idea, I see a lot of potential for this software”  “Can I keep running the software after the pilot is over?”  “Saved me from putting the client on hold and helps with the call flow”
  12. 12. TELUS Public12 Deployment Deployed software to 1400 agents Phased rollout Loaded via automated push 10 capabilities in 2012 18 capabilities in scope for 2013
  13. 13. TELUS Public13 Summary of Capabilities  Standard  Single sign on  Call back  Account log  Copy and Paste  Forms  Call trackers  Applications  Reminder Messages  Bolt on  Phone room access  Email capture
  14. 14. TELUS Public14 Monitor and Expand Increase compliance Enhance existing functionality Launch new capabilities Expand to other lines of business
  15. 15. TELUS Public15 Key Learning's Agent involvement Change management Pilot the technology Business buy in Strong relationships
  16. 16. Large National Bank Deployment to 500 Branches in under 3 months500 Multi-Channel Touchpoints Brick & Mortar Branches Contact Center Web Support Real-Time Teller Guidance Solution Increased Up-Sell Revenue © 2006-2013 by OpenSpan, Inc. All rights reserved.16
  17. 17. FORTUNE 500 Insurer • Saved $350,000 labor costs • Automated adjudication processes • Reduced operational costs  Inefficient manual claims processing  Inaccurate prompt pay penalties  Considered 25 new hires for new claim audits Accuracy • Efficiency • Cost-Reduction Deployed OpenSpan Healthcare Claims Solution Within 4 Weeks © 2006-2013 by OpenSpan, Inc. All rights reserved.17
  18. 18. Application Overload: 17 Applications to Navigate! Prolonged Training Time Diminished Sales Effectiveness Results: • Agile agent desktop + automations deployed within 60 days • Decreased training times • Sales uplift by 8 percent Maximized ARPU Improved CSAT & NPS Lowered Operations Costs Leading National Carrier © 2006-2013 by OpenSpan, Inc. All rights reserved.18
  19. 19. Time with the Experts – Future Episodes © 2006-2013 by OpenSpan, Inc. All rights reserved.19 DATE EPISODE TOPIC September 17 Desktop Automation and Analytics: The New Face of the Agent Desktop October 17 The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy November 14 Driving More Profitable Customer Relationships in the Insurance Industry www.openspan.com/2013webinars
  20. 20. © 2006-2013 by OpenSpan, Inc. All rights reserved.20 Q & A
  21. 21. If you would like more information, feel free to send us an email or give us a call. info@openspan.com US/Canada: +1 (678) 527-5400, (877) 733-1136 UK: +44 (0) 207 043 3573 India: +91 80 40300 780 www.openspan.com Thank You for Participating! © 2006-2013 by OpenSpan, Inc. All rights reserved.21 Join the OpenSpan conversation!

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