by Carl Goodier

1. iNsights
… where customers become
your Service QA inspectors
Introduction to Mari

2. • Business Case
• Deployment
• Results
• Moving Forward
Overview

3. • Business Growth
• Investing heavily into 3G
• Close to 4000 Call Center Staff already
• Challenge
• Cope with rise in traffic ?
• Maintain or reduce staffing levels ?
Business Case - Productivity

4. • Converging Business - Bundled Product
Business Case - UX
IVR Web Retail
Order Management
Billing
CRM
IVR Web Retail
Order Management
Billing
CRM
IVR Web Retail
Order Management
Billing
CRM

5. • Converging Business - Bundled Product
Business Case - UX
IVR Web Retail
Order Management
Billing
CRM
IVR Web Retail IVR Web Retail

6. • Traditional IVR – Bundled Products
Business Case - UX
# 817281
Terrible Experience

7. Concept
Customers don’t really want to speak to people,
they want information or to do something and
choose the easiest path
Systems
Customer Agent System

8. • Call Types
• 70% Generic ie
• “How Much is my bill ?”
• “When to pay it ?”
• 30% Specific
• How to set a modem
• Product issues
• Detailed Bill enquiry
Business Case – ROI Justification

9. • 2 to 3 years payback
• Productivity Gain
• Reduction in cost
or
• Maintain cost with rising subscribers
• Customer Satisfaction
• Quantify Churn Reduction
• Marketing
• No ROI, just seen as a branding initiative
Business Case – ROI Justification

10. UX
• 50% Accuracy = 1 in 2 calls fail
• 67% Accuracy = 1 in 3 calls fail
• 75% Accuracy = 1 in 4 calls fail
• 80% Accuracy = 1 in 5 calls fail
• 90% Accuracy = 1 in 10 calls fail
• 95% Accuracy = 1 in 20 calls fail
Our minimum Standard 85% ( ~ 1 in 7 calls fail )
Deployment – Vendor Selection

11. Controlled Scripts
ie
“You can say any of the following”
• Billing
• Promotion
• Fault
• etc
• Improve Accuracy
• Defeat the purpose of ”Free Speech”
• Bad Experience
Deployment – Wrong Deployments

12. Forcing customer to say “yes” every time to continue
Its not natural
Deployment – Wrong Deployments

13. Make it Human – Role Play call flow
Deployment - Design

14. • 1st Welcome ( usually they hang up )
• 60 second intro on how to use
• Sand Box – can play first
• 2nd Call – ”uuhh uhhh ahhh”
• More guidance first 20 calls
• Reduce Guidance after 20 calls
• If use low probability phrase – teach correct
phrase before continuing with flow
Deployment – Training & UX

15. Type Handset Age
Deployment – User Selection

16. • Significant gains in self service
• ie Billing self service
• Satisfaction with IVR increase 50 %
• Improved Call Routing
• 94% Accuracy
Results

17. Are You Brave ?
Looking Forward - Chatbots
Search Bots – Will work
Chat Bots – Creating False Expectations
Test – 16 Aug 2018