The document discusses 2nd shift customer care solutions, outlining their primary business drivers like responding to customers in a timely fashion and supporting self-service, as well as providing a case study of how an outsourced 2nd shift program helped a company engage customers across channels and increase sales. Key metrics for evaluating 2nd shift programs are also listed, like first contact resolution rates, sales volumes, and return on investment.

1. 2nd Shift Campaigns
Evening Customer Care Solutions

2. Are all your customer efforts metrics driven?
2 nd Shift Primary Business Drivers:
The Business Driver of 2nd Shift Utilization
Augment customer service, customer care 71%
Respond to customer needs in a timely fashion 45%
Point of sale response time via multiple channels 42%
To support customer self service 21%
To improve efficiencies (margins, costs) 21%
To increase revenues 20%
To share information, educate 17%

3. History of 2 nd Shift
Industry Introduction: The contact center industry was pioneered in America, arising out of a need to centralize customer
service operations. In today’s information age, call centers have evolved into including outsourced functions such as customer
service, IT support, sales and marketing, and includes both front office and backoffice operations.
Today’s best contact center’s use sophisticated technology and business intelligence along with access to databases and
online resources that most companies simply do not have access to nor can afford.
The job of call center has always been difficult. Customers are more sophisticated today than ever before. They expect much
from the companies from which they do business, including customer service.
The call center has evolved into the customer care services market, aka contact center services, with notable and important
changes as a result of the different ways companies and consumers are now communicating with one another. The traditional
view of a customer care outsourcer is moving from a largely agent- and voice-based service to a strategic, multichannel, and
sometimes transformational service.
Newer capabilities address these changes with a flexible and agile value proposition, among other elements such as cost
effectiveness. The changing interactions and evolving ecosystem are poised to change the traditional customer care provider's
value proposition to one of a more strategic partner and to shake up the provider landscape.

4. 2 nd Shift Case Study
Program Snapshot:
• The primary goal of this relationship is to develop a strategy for customer engagement containing an email, live voice and a chat
platform increasing overall conversion for their anticipated increase in customer traffic.
Company Background & Situation Overview:
• Beyond the Rack is currently receiving 20,000-40,000 emails and 3,000-4,000 chat sessions every month.
• Beyond the Rack provides a private online shopping medium for men and women wanting designer brands at up to a 70% discount.
Sales are open exclusively to members at specific times and typically last about 48 hours. Members are notified by e-mail in advance
of each upcoming sale.
Program Metrics:
Using an integrated, multi-channel approach:
• Commit to email response times in less than 2 hours
– 20,000 - 40,000 e-mails per month
– 3,000 - 4,000 chat opportunities per month (with expected increase to 8,000 over the next three months)
• Engage and attract a different audience by offering chat and live voice component which will allow for:
– Up to 40% more effective conversion shopper to buyer
– Up to 23% increase in average order size
• Engage with an audience (approximately 10% of chat sessions) that have never engaged with Beyond the Rack before
• Decrease operational costs by 25%
• 90% first contact resolution
• Allow for greater efficiencies of acquisition and customer satisfaction
• Lift the conversion rate to >5%

5. 2 nd Shift KPI Metrics
Key Performance Indicators: Primary Drivers:
First contact resolution:
• Conversion rate (%)
• Total daily/monthly sales (volume)
• # of chats per day
• Chat conversion rate
• Average proactive chat acceptance rate
• # of e-mails per day
• # of quality conversations per day
• Sales and revenue per hour
• Sales vs. customer care inquiries
• Average handle time
• ROI
• Program staff
• Program hours

6. Getting Started
Entering 2013 less than a third of enterprises say they have a sophisticated approach to investing
marketing resources and engaging customers across multiple channels, but the majority expect to
make investments in 2013.
What are you doing to attract and retain more customers?
Q: How do you acquire and retain more customers using multiple channels?
Q: How do you connect Sales & Marketing and Customer Relations?
Q: How do you achieve greater share of wallet and per customer spend with better sales ROI?
Your Alternatives:
Give the job to someone
internally? Recruit a specialist? Outsource the Function Turn on Infinity

7. Getting Started Continued…
Stop talking about sales and manage revenues with Infinity.
Buyerlytics is the application of buyer and customer analytics to deliver segmented and personalized sales and service.
Infinity’s Buyerlytics solution is a combination of its data warehouse, multichannel revenue technology platform, business rules, and
analytics.
Buyerlytics is accomplished through the application of the following process components:
+ Database development into a data warehouse built around customer preferences in order to sell and service each
customer based on their personal history and preferences.
+ Coupled with segmentation analysis + predictive modeling creates predictive sales based on business rules.
Buyerlytics enables us to understand each individual customer to create personalized sales and service customer experiences.

8. 2 nd Shift Infinity Contact Capabilities
Infinity was founded in 1996 to deliver integrated campaign solutions. In 2013, we continue to
partner with some of America’s best known brands to attract and retain customers for life.
2nd shift evening work is a perfect opportunity to create operational efficiencies while supporting
your customer’s self-service initiatives.
We take the lead starting with building a customer database and our mission is to get
customers and keep customers for you in the most efficient means.
Connect with us @ http://www.linkedin.com/company/63794
Watch us in action! @ www.YouTube.com/InfinityContact
Learn about our workforce @ www.facebook.com/InfinityContact
Take a virtual tour @
www.infinitycontact.com/RevenueLeadershipSystem