The presentation discusses the importance of first contact resolution for businesses. It notes that 86% of customers will quit doing business with a company due to a bad customer experience. It also states that 60% of repeat calls are due to issues with business processes or agent training. The presentation provides tips on how companies can improve their first contact resolution rates, such as educating agents, monitoring calls, and setting incentives. It also shares a case study of how logistics company Wolseley UK improved customer satisfaction and retention through focusing on first contact resolution.

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› Introduction to Ericsson and LG
› About Ericsson-LG
› Unified Communications – The Challenge
› What is Unified Communications?
› iPECS UCP
Ericsson-LG | Confidential | 2013-01-31 | Page 3

4. 40% global mobile traffic
through Ericsson networks
More than 1 Billion
subscribers
Ericsson-LG | Confidential | 2013-01-31 | Page 4
2013 turnover - £53 billion
World’s first 60” plasma TV
World’s first 3G enabled mobile
World’s first LED 3D TV and fastest
dual core smartphone

5. Ericsson-LG | Confidential | 2013-01-31 | Page 5
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› We provide:
– ICT solutions and services, mobiles, wireless, voice & data solutions
› Customers in more than 70 countries
› Approximately 1,200 employees
› Net sales $1.2 billion in 2013
› More than 40 years in the telecoms market
› 2 strong household brands!

6. Ericsson-LG | Confidential | 2013-01-31 | Page 6
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The Challenge:
›No more 9 to 5
›Need to work from home/abroad/
outside the office
›Ability to keep everyone connected in
real-time wherever they are working

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Ericsson-LG | Confidential | 2013-01-31 | Page 7
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• Smartphone Apps with
presence, video and
messaging
• Outlook calendar integration
• Call control
• Microsoft Lync integration
• Desktop sharing
• File sharing
• Software to support iPads
and Android devices
• Real-time information of all your
colleagues
• Video Conferencing
• Instant messaging
UC
Market
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Collaboration

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Ericsson-LG | Confidential | 2013-01-31 | Page 8

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Ericsson-LG | Confidential | 2013-01-31 | Page 9

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Ericsson-LG | Confidential | 2013-01-31 | Page 11

13. The Importance of
First Contact Resolution
(FCR)
And the business case to use FCR as the key initiative
to improve your business and customer service*
*Statistics in this presentation quote SQM research.

14. THE IMPORTANCE OF FCR
What is FCR?
First call resolution is properly addressing a customer's need the first
time they call, thereby eliminating the need for the customer to follow
up with a second call.
Why is it important?
A customer’s inquiry or problem going unresolved can result in
customer dissatisfaction and significant revenue loss. Many businesses
are unaware of the importance of FCR.

15. 5 REASONS WHY FCR MATTERS
1. Reduce operating cost
If you resolve 68% calls on first contact (the
industry average), this means that 32% of
customers must call back because their issue
was not resolved on the first call.
2. Improve customer satisfaction
For every 1% improvement in FCR, you get a 1%
improvement in customer satisfaction. FCR is
highly correlated to customer satisfaction. In
contrast, the absence of FCR is the biggest driver
of customer dissatisfaction.

16. 5 REASONS WHY FCR MATTERS
3. Increase opportunities to sell
When a customer call is resolved you increase the customer cross-selling acceptance rate
by 20%.
4. Improve employee satisfaction
Research clearly shows that customer facing teams with high employee satisfaction also
have high FCR. Conversely, customer facing teams with low employee satisfaction have
low FCR.
5. Reduce customers at risk
Research shows that if the customer’s query is
resolved in the first call, only 1% of those customers
are at risk to go to a competitor.
Conversely, 15% of customers who did not get their
query resolved are likely to go to a competitor.

17. FCR HAS A BIG IMPACT ON
CUSTOMER SATISFACTION
Caller satisfaction ratings will be 35% to 45% lower when a second
call is made for the same issue.*
•A good reason to focus on first call resolution.
Out of all business metrics used to monitor customer facing teams,
first call resolution has the biggest impact on customer satisfaction.**
•For every 1% legitimate improvement in first call resolution, you get a 1% improvement in
customer satisfaction.
*Research from Customer Relationship Metrics
** Service Quality Measurement Group

18. HOW CAN YOU INCREASE YOUR FCR
RATE?
• Educate staff on the importance and impact of first call resolution
• Share key call metrics eg. GoS, Caller Tolerance, PCA
• Provide staff with the training and resources to effectively resolve
calls
• Monitor and compare call handler performance with call recording
• Ensure that there are no conflicting performance objectives hindering
first call resolution achievement
• Monitor calls to avoid setting unrealistic answer times and inaccurate wrap
up times

19. HOW CAN YOU INCREASE YOUR FCR
RATE?
• Optimise the workforce management processes
• Analyse hourly call traffic to ensure appropriate staffing levels
• Build incentives around first call resolution achievement
• Use analytics to report on achievement
• Empower your team to improve first call resolution-related processes
• Schedule relevant reports to discuss in regular team meetings

20. CASE STUDY: WOLSELEY UK
The world's largest distributor of heating and plumbing products to professional
contractors
• With 919 branches (typically with 10-15 extensions), Wolseley UK services
customers’ on-demand and time-critical needs, either over the counter or
via telephone.
• Wolseley UK embarked on an exercise to identify a call reporting system
to:
• enable busy branch managers to accurately analyse, respond to and resolve missed
calls in real-time
• deliver in-depth analytics / high-level reports to executives
• The result was immediate improvement of customer satisfaction and
retention, resulting in significant financial returns.

22. HARNESSING THE POWER
OF LINKEDIN FOR SALES
:Three Top DIY Tips

23. WHO HAS A LINKEDIN ACCOUNT?

24. HOW MANY OF YOU USE LINKEDIN AT LEAST
ONCE PER WEEK?

25. HOW MANY OF YOU USE LINKEDIN TO
GENERATE NEW BUSINESS?

26. WHY LINKEDIN?
•Get ahead of competitors
•Far from saturated
•Excellent research tool
•Bypass gatekeepers and PAs
•Growing… And fast

29. BEFORE WE START…
Is your profile complete?

30. TIP #1
:Researching your prospects (with or without
Premium)

31. STEP 1:
PROSPECT BUILDING
•List of companies
• Start with a list of 30
•Ideal job title/department
•Proposition idea

32. STEP 2: FIND YOUR PROSPECTS

37. TIP #2
:Making first contact with prospects

38. MUTUAL
Hi Paul,
CONNECTIONS
Sorry for my direct email but I was speaking with Jane from your commercial team
and she passed your name on to me.
PAIN POINT
As the CIO of [Big Online Betting Company] & TRIGGER
do you have a full view of
your online landscape?
I read recently about your online security breach and wanted to see if we could
have a discussion.
USP
You protect what's inside your firewall, so why not protect what's CREDIBILITY
outside
your firewall?
***** gives you complete visibility and control over all of your websites, mobile
apps & advertising. We are already help companies like Wells Fargo, Lloyds, JP
Morgan Chase, Facebook, eBay and Amazon…

39. …to discover cyber threats like zero-day malware, phishing, IP theft, hijacked sites,
Copycat mobile apps, Malvertising and proactively address problems before they do
major damage to your brand.
I would be very keen to discuss this with you or a member of your team; perhaps you
could let me know a suitable time we could arrange a discussion?
Kind Regards
******
Regional Sales Manager
CTA

40. MAKING CONTACT:
•Research – find a reason
• News, achievements, competitors
•Explain your proposition
•Expose a pain point
•Establish credibility
•Sign-off with CTA

41. IMPORTANT POINTS:
•Talk about them first
•DON’T be generic
• 1 reply from 100, or 1 reply from 10?
•Show that you’ve done your
homework
•Mutual connections

42. TIP #3
:Design a structured follow-up plan

43. FOLLOW-UP PLAN:
•Don’t expect instant replies
•DO expect objections
•Diarise follow-up events
•PICK UP THE PHONE AND
TALK TO THE PROSPECT!
• Use DM, email, remarketing, phone

44. FREE EXCEL LEAD MANAGEMENT TOOL
See me at the end of today’s session
Or
Call 03333 441 411
Email alex@croucheredwards.co.uk
www.croucheredwards.co.uk

45. AND FINALLY…
:LinkedIn Premium free for 1 month
Premium.linkedin.com

46. “Objections are not your enemy.
They are your friends.
An objection literally means that the person
who’s doing the objecting wants to take a
decision to buy… If they didn’t care about the
product/service, they'd just walk away.”
Sean D’Souza, The Brain Audit: Why customers buy (and why they don’t)

48. Inbound
John Haw

49. Critical Customer Behaviour Stats
86% of customers quit doing business with a company because of bad customer
experience (up 59% in 4 years)
60% of all repeat calls are process or training driven
Business processes are not in place to meet the customer’s need and agents have
not been given the training required to meet the customer expectations that have
been set by marketing or elsewhere in the business.
Customer Service Ranks 3rd after price and product
One in 4 people wont wait more than a minute for a call to be answered
95% of customers take action after inadequate service
60% of customers cite “talking to a live person” as top service improvement

50. Critical Customer Behaviour Stats
44% of customers are less loyal to organisations
18% of customers use Social Media to engage with Organisations
34% could be persuaded to self serve with Vouchers / Discounts
41% pick web as the first preference for goods and services
(stats from CCA research)

51. How easy are you to do business with..

52. Inbound
Instant call management for smart businesses

53. 86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago. (Source: Harris Interactive)
60% of all repeat calls are process or training driven – business processes are not in place to meet the customer’s need, and agents have not been given the training required to meet the customer expectations I’m available over the weekend if you need, except between 15.00 – 17.30 on Saturday (Stamford Bridge).
What is Inbound?
Cloud-based telephony service
Use with both geographic and non-geographic
numbers
Online access to call routing, monitoring
and management tools
Empowers your business with perfect
customer service

54. What is Inbound?
Cloud-based telephony service
Use with both geographic and non-geographic
numbers
Online access to call routing, monitoring
and management tools
Empowers your business with perfect
customer service

55. How Inbound can help you be better?
Give better customer service
Offer first contact resolution
Helps you to sell more
Keeps your business running
whatever happens
Manage your businesses costs

56. How Inbound can help you be better?
Rationalise sites but retain local look
and feel
Increases presence -
Control any number, anytime from
anywhere
Share workloads across sites
Manages your business more
effectively

57. Give Better Customer Service
Never miss a call again….
Enable calls to “Hunt” when people are
busy.
Whispers allow others to know how to
handle.
Centralise Customer Care, but maintain a
local feel.
VIP routing for special clients.
Automate out of hours messages /
directions.
Enable Flexible Workers

58. First Contact Resolution
Find the right person first time
IVRs are preferable to being on hold!
Engaged tones are the Devil!
Route to 2nd most qualified person – if
primary is busy!

59. Improves Contact Ability
You choose where your calls go, when they get delivered and the experience
of the caller (IVR / CQ / Vmail)

60. Helping You Sell More
Well known “Pizza Restaurant Chain was missing 34% of inbound calls…..
Table bookings or Pizza Deliveries
Over 24 missed calls per day on average
Centralised “overflow capability” – no more missed calls
Added other Local numbers to expand Geographic reach
Taxi firm
(Burnley, increase area to Accrington, Nelson, Rawtenstall)
Only used to advertise with a single number (Burnley)
Extended reach and pick up zone with ‘other’ geo numbers without having to set up
satellite offices

61. Keeps your business running
How many of you have a Business Continuity Plan?
Pre-set DR plans can be built
Activate DR call plans from
anywhere at any time
Not dependent on BT activating
diverts
Alerts when DR plan activated
Make ad-hoc changes as the
situation evolves

62. Keeps your business running

63. Any number, any time, anywhere
Rationalise sites, retain local look and feel
Any number
– 03, 08, 01, 02
Centralise Functions
Reduce Office Locations

64. Manage Your Businesses Costs
Reduces costs through network based
queuing
Replace BT RCF
Flexible working

65. Advertising…
Track the success of your adverts and spend more wisely
Use call statistics to your advantage
Marketing campaign - targeting local businesses
– Local numbers needed to maximise effectiveness and response
– Rolling campaigns
– Downloadable call history to measure effectiveness

66. Barker -
Contact centre services
"Inbound is a must to anyone who regularly uses marketing campaigns and
inbound numbers for telephony - it gives great visibility, flexibility, control and
most importantly useful decision-making statistics on a service which is
traditionally managed by external companies.”
Phil Barker - Head of IT, American Golf

67. Barker -
Has Anyone Ever Made a Mistake?
Call Recording Can Tell You
Validate orders placed by phone
Monitor customer service agents
behavior
Report Nuisance Calls

68. Inbound
Case Study
Verint – intelligence data for enterprise business

69. About Verint
One of the world’s leading providers
of valuable data for enterprise
businesses
Helps businesses make informed
decisions and develop better security
strategies
Over 10,000 customers in
150 countries
Serves more than 85% of Fortune
100

70. What did Verint require?
Already an established user of Gamma fixed lines
Wanted to implement UK office consolidation
Move away from legacy telephony system
New internet connections
New IP telephony platform
More dependable solution to meet client’s uncompromising demands for
support

71. What did we do?
Implemented SIP-based telephony
through Gamma SIP Trunks
Provided Gamma Broadband connectivity
Installed Inbound call management solution
All required to parallel Verint’s existing ISDN, PBX and Cisco Call Manager
implementations
Provide an enhanced DR/BC strategy to meet the strict, legal requirements of
clients

72. Benefits of Inbound for Verint
Instantly redirect inbound numbers to
anywhere in the world
Sales calls centrally managed and
distributed to teams across EMEA to
various handheld devices with virtual
call management features
Entire alternative dial plans can be
deployed in seconds
Business continuity plans can be
developed and rolled out quickly

73. Verint
“We support our global customers and staff
24X7 and a reliable and stable telephony
platform is critical. Our customers also
require that we have a documented and
tested business continuity solution in place.
With Gamma we have been able to achieve
all this and make significant cost savings
across our telephony estate.”
Peter Thomas
EMEA IT Manager, Verint

74. THANK YOU
Contact details: