Presentation by Rod Jones on Contact centre Optimisation Trends at the City of Tshwane Customer Relations Conference 24 June 2009

1. Contact Centre Industry Specialists CONTACT CENTRE & SERVICE OPTIMISATION Global & Regional Trends, Opportunities & Scenarios Rod Jones Consultant – Analyst CITY of TSHWANECustomer Relations ConferenceFor Leaders 24 June 2009

2. ABOUT THIS PRESENTATION This particular version of “Contact centre Optimization” was presented to a large group of senior managers at the Customer relations Conference of the City of Tshwane on 24 June 2009. For a FULL SCREEN presentation, go to the bottom of this screen and click on THIS icon.

3. Increase Customer Satisfaction Increase Efficiencies Increase Revenue Reduce Risk Reduce Cost Of Operations KEY STRATEGIC IMPERATIVES FOR THIS LOCAL AUTHORITY Deliver ‘World Class’ Services

4. STRATEGIES PROGRAMMES PEOPLE PROCESSES FRAGMENTED TECHNOLOGIES When it comes to Service Delivery… MANY ORGANISATIONSARE MISALIGNED

5. STRATEGIES PROGRAMMES FRAGMENTED TECHNOLOGIES LOSS DRIVERSand Low Levels of Customer Satisfaction Fragmented ‘Vision’ Counter-Productive Low Motivation PEOPLE Wasted Resources PROCESSES Over-Spend

6. Growth STRATEGIES Market Focussed PROGRAMMES Aligned, Supported PEOPLE INTEGRATED PROCESSES CONVERGED TECHNOLOGIES THE SUCCESSFUL ORGANISATION A Customer Centric Organization Trained & Empowered ALIGNED & READY TO DELIVER ‘WORLD CLASS’ CUSTOMER SERVICES

8. Citizens expect high quality services.

9. It must rise to meet service expectations and demands.

10. Need to deliver on the promises made by government.

11. How local authorities manage customer service delivery performance will be the measure of their success.

12. Leadership’s success will also be measured by customer service delivery.

14. Does the organisation systematically and methodically engage with customers on service delivery issues?

15. Is Customer Satisfaction measured and benchmarked?

16. Does the organisation truly have a “customer focussed” culture?

17. Is the organisation committed to achieving service delivery excellence?

20. Does the organisation deliver on its service delivery promises?

22. Are Service Levels and Quality Assurance externally audited on an on-going basis?

23. Does the organisation publish its service delivery standards?

24. Are the service standards aligned with international “Best Practice”?

25. Are all service delivery standards monitored, measured & reported on for all departments?

27. Change this …

28. With one of these… To this …

30. BENEFITS TO THE ORGANISATION Lower cost of service Monitored & Managed Quality Management Discipline Centralised Economies of Scale Centre of Excellence Customer Retention Customer Satisfaction Up-Sell and Cross Sell Services Debt Collection or Debtor Management

32. No call transfers

33. No call-backs

35. Reduce attrition

37. Customer profile data

38. Responses to campaigns

39. Customer satisfaction (or lack of!)

40. Account (billing) information

42. CRM is not for The Faint-Hearted So.. What will it take ? Total Commitment– from the CEO down. Complete review of all Business Strategies. Review of all Business Rulesand Processes. Accurate and current Customer Data. Analysisof customer data / information. Company and product (service) Knowledge and Information. Integrationof ALL systems and technologies. Empowermentthrough skilling / training. Enabling technologies. Knowledgeable and reliable Business Partners/ solution providers. Knowledge-based decision-making. Planning, Planning and more Planning.

43. Moving Ahead into Real Service Delivery OLD PARADIGM NEW PARADIGM Call center is a support function Call center is a source of value creation Customer service is a necessary evil Customer service is a Key Strategic Imperative Reactive mindset Proactive mindset Play catch-up with customer needs and expectations Stay ahead of customer needs and expectations Goal is customer satisfaction Goal is customer advocacy and product differentiation

44. Global &Domestic Trends and Possible Impact

46. Rapid access to confidential data required to deliver World Class Customer Service

47. Monitoring of employees / Security & Performance

48. Healthcare / Wellness (Business Risk)

49. Information sharing

50. Fraud Detection

51. Risk Management

52. Compliance (Domestic and Global)

53. Quality Assurance – Technology-aided

54. Performance Management

56. Recognition of Enterprise Health Risk concepts and models

57. Impact of health on productivity, quality, absenteeism and attrition

58. Workplace Wellness

59. Introduction of Statutory Measures

60. Introduction of Standards

62. Millennium kids :Z-Gen ??

63. Shift in traditional Performance Management

64. 4 day workweek

65. Influence / Impact of ‘Unionisation’

66. Kickback against Performance Management methods

67. Impact of ‘Workforce Optimisation’

68. change management

69. short tenure

70. huge, short-term energy

71. high cost of training

74. Instant gratification

75. Younger profile – Tec Savvy

76. 7x24 Instant Gratification World

77. Channel preferences

78. Channel economics / self service

79. Migration to alternative channels

80. New channels – the social networks

81. Demanding / expecting proactively from suppliers and services The New CRM Customer Rage Management

83. Service = Citizen Satisfaction = Votes !

84. Reduce costs – increase efficiencies

85. Track ‘Accountability’ / Security / ‘Corruption Management’

86. Influence / Impact of Trade Unions

87. Consolidation (Shared Services)

88. Outsourcing non core services

89. Public-Private-Partnerships

90. Government data pooling / in co-operation with private sector data pools

91. Monitor & Manage productivity

93. Towards Operational Optimisation To Achieve “World Class” Service Delivery ACTION PLAN – THE WAY AHEAD AssessCurrent Operational Realities - Audit all departments using an internationally aligned public sector audit methodology Establish Clear Baselines & Goals Benchmark - Audit & Benchmark against SABS Contact Centre & Back Office Standards & Own Objectives Establish Realistic Quarterly Milestones  Assign Dedicated Resources  Monitor & Manage : Constantly Re-assess

94. Thank You for This Opportunity The C3Africa Group provides a comprehensive range of professional services from Contact Centre and Call Centre Strategic development and implementation to staffing, training and operational optimization.