2. Agenda
• Who is Stephen Cannoo?
• Stephen Cannoo’s Career Highlights
• BABOK Methodology
• Contact Centre Market and Technology Trends
• Take to Market Strategy for South African Coastal region
3. Stephen Cannoo:Stephen Cannoo:
• Competitive
• Enthusiatic
• Direct
• Individualistic
• Results orientated
• Expidites action
• Can assume authorty
• Motivates others
• Will venture into the unkown…
Thomas International Limitted:30 May 2012/2013
Words used to describe Stephen Cannoo:Words used to describe Stephen Cannoo:
4. Stephen Cannoo’s career highlights:Stephen Cannoo’s career highlights:
1988: Highest electronics trade test results in South Africa while studying in SA Navy.
1992: Brought a severely crippled Naval Communications centre back into production.
1999: Appointed as the Nortel engineer supporting Sanlam life call centre in Bellville. 2001:
Appointed as support engineer for the dealer board and Nortel VOFR WAN at Investec Bank Cape
Town.
2003: Planned a telecommunications solution for First National Bank bringing nine independent
divisions onto one unified platform.
2004: Scoped planned and sold the first voice recording WAN array in South Africa to Metropolitan
Life call centres.
2006: Sold the first converged IP Cisco Call Manager solution to Cape Union Mart, in SA
Consulted to HomeChoice for a Genesys Multimedia Contact Centre Solution.
2008: Appointed to provide Sanlam life with a transitional road map for their service contact centres.
2011: Led a bid for DTI funding to develop a call centre agent incentivisation and quality programme
that would aggregate service delivery acrossSA. Created a marketing plan to sell BPO service for a
captive call centre in Cape Town.
2012: Appointed to write an RFI, RFP for a hosted call centre for Truworths.
5. This project was undertaken using the principals of BABOK expressed
diagrammatically below:
Business AnalysesBusiness Analyses
Body of Knowledge PrinciplesBody of Knowledge Principles
6. A poor contact centre experience has a
direct impact on a company’s bottom
line
40% say that a poor call centre
experience was the sole reason they
have stopped doing business with a
company
Clients want partnerships with suppliers
Peter Cheales Founder of “Hello Peter”
consumer website
Contact Centre Market and technology TrendsContact Centre Market and technology Trends
7. • First Contact Resolution
• High cost of running contact centres
• Integration challenges
• Telephony skills shortage
• Limited Life of Technology
• Multiple Vendors
• Cost of Innovation=
What could be improved in the market?What could be improved in the market?
8. SocialNetworks
SOPHISTICATION
‘70 ‘80 ‘90 2000 2010
Telephony - CTI
Data Networks TCP/IP
Internet TCP/IP
Mainframes
Marketing & Business Strategies
Database Marketing
One-on-One Marketing
Lifetime Value Marketing
Loyalty Programmes
Customer Care
Relationship Marketing
CRM
Customer Experience
Technology Outstrips Strategy
Convergence
C
R
M
2.0
9. CRM 2.0-The start of theCRM 2.0-The start of the REVOLUTIONREVOLUTION
The CRM Solution of the Future
As the Internet continues to serve as the preferred and most widely-used
communication vehicle for customers and businesses alike, and more and
more social networking mediums rise to prominence, the concept of customer
relationship management (CRM) 2.0 is emerging at a rapid pace. The goal of
CRM 2.0 is to facilitate more open, collaborative, and mutually advantageous
relationships between product and service providers, and the people they sell
to.
Exactly what CRM 2.0 is, and what it means to today’s organizations, remains
a bit unclear. Some define it as a way to use the Internet to enhance traditional,
one-dimensional interactions between companies and their existing and
potential customers by giving clients greater control over how they
communicate with the firms they do business with and providing them with the
tools needed to form the foundation of the relationship.
Others will say that it’s a blend of methodologies, processes, and technologies
that create a culture that is beneficial to both company and client.
And certain industry pundits have even gone as far as to say that CRM 2.0
enables a completely unhindered flow of information that gives customers and
businesses the opportunity to work in close concert to develop new offerings,
or better use existing ones.
The CRM Solution of the Future
As the Internet continues to serve as the preferred and most widely-used
communication vehicle for customers and businesses alike, and more and
more social networking mediums rise to prominence, the concept of customer
relationship management (CRM) 2.0 is emerging at a rapid pace. The goal of
CRM 2.0 is to facilitate more open, collaborative, and mutually advantageous
relationships between product and service providers, and the people they sell
to.
Exactly what CRM 2.0 is, and what it means to today’s organizations, remains
a bit unclear. Some define it as a way to use the Internet to enhance traditional,
one-dimensional interactions between companies and their existing and
potential customers by giving clients greater control over how they
communicate with the firms they do business with and providing them with the
tools needed to form the foundation of the relationship.
Others will say that it’s a blend of methodologies, processes, and technologies
that create a culture that is beneficial to both company and client.
And certain industry pundits have even gone as far as to say that CRM 2.0
enables a completely unhindered flow of information that gives customers and
businesses the opportunity to work in close concert to develop new offerings,
or better use existing ones.
10. • Measurable successes and outcomes
• Agreed upon deliverables
• Lower cost of providing world class service
• Customisation
Ideally…Ideally…
Compliance
Management Intelligence System
Voice and
Multimedia
Mu
Voice
recording
Dialer
Quality
assurance
Real Time
Reports and
dashboards
Workforce
Managing
Applications
Vision, Snap
etc
Author : Stephen Cannoo Consulting
11. CloudCloud
Premise based callcenterPremise based callcenter Contact Center OnlineContact Center Online
Hardware & licencesHardware & licences
Customization &Customization &
IntegrationIntegration
IT StaffIT Staff
MaintenanceMaintenance
TrainingTraining
UpgradesUpgrades
Usage costsUsage costs
Customization,Customization,
IntegrationIntegration
& Training& Training
CCOD: lower hidden cost!
12. Shuray Bux-Deputy Director of
BPO department if economical
developement
Existing relationship
Minister Alan Winde
Minister of Finance Economical
Development and Tourism
Nils Flatten:
CEO Wesgro
Existing
relationship
Guy Lundy:
CEO Accelerate
Cape Town
Existing
relationship
Gareth Pritchard:
CEO BPeSA Western Cape
Existing relationship as ICT
director for Calling the Cape
for 3 years
Strategy
Existing relationship
13. 1. Our defined value proposition
2. Relevant and flexible marketing plan, tailored to each opportunity
3. Commonality Survey e.g. Avon = Tuperware+Amway+Weighless
4. Regular and relentless contact within 90 days
5. Build a broad base of prospects across industry verticals
6. Contact all existing and past customers with new value proposition
7. Network with industry bodies as much as possible.
8. Establish a rapport as a “Most trusted advisor”
9. Emphasise decision making criteria, through business continuity
The “Plan”The “Plan”
14. The ideal state:The ideal state:
Results clients want to achieveResults clients want to achieve
• Brand experience at every contact
• Consistent customer experience
• Personal relationships
• Customer acquisition
• Results are achieved
15. 1. Stay as you are?
• Different results require change?
• Does your environment support your strategy?
What are the Options?What are the Options?
2.The results you want to achieve:
• Brand awareness at customer touch points
• Professional customer experience
• Business Process integration
• Data Mining
16. Stephen Cannoo:Stephen Cannoo: So what is under the hood?
• Cooking
• Bonzai
• Martial arts
• Landscaping
• Hiking and camping
• Toastmasters International
• Self-motivation institute
• Body boarding
17. So what do we do?
EVANGELISE!
and…Keep
Sharpenning the Blade
Stephen Covey
