Optimizing the Contact Center Agent Experience through Effective and Efficient Use of CRM | SugarCon 2011


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Companies that have embraced CRM are taking the next step by integrating their customer data with their phone systems. The result: An Integrated Customer Contact Center. Jim Southwell from Infratel will discuss evolution of call centers into Customer Contact Centers, the benefits to an organization of integrating customer data directly into the phone system, surprising ROI's, empowered phone agents and more.

Presented by Jim Southwell, General Manager, Infratel, at SugarCon 2011.

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Optimizing the Contact Center Agent Experience through Effective and Efficient Use of CRM | SugarCon 2011

  1. 1. Optimizing the Contact Center Agent Experience through Effective and Efficient Use of CRM<br />Jim Southwell<br />425.282.1769<br />jim.southwell@infratel.com<br />@InfratelUS<br />
  2. 2. Agenda<br />Company overview<br />Define the SMB “Call Center”<br />What is Infratel’s “Suite”<br />What drives the SMB?<br />Agent experience<br />Interesting ROIs available<br />The challenge<br />
  3. 3. Company Overview<br />Infratel delivers Enterprise capabilities to the SMB call center market<br />Leading independent software vendor offering a full spectrum of customer interaction solutions<br />Founded in 1999 by former executives from Genesys (Now Alcatel/Lucent)<br />10+ years in production<br />700+ systems installed<br />10,000 End-Users<br />Innovative products for full featured, multi-site call center deployments<br />Support for leading, industry standard VoIP technologies and protocols (SIP) with no proprietary hardware<br />Product success proven by large installed base<br />Typical SMB call center verticals<br />Hosting, Software, Finance, Transportation and Healthcare<br />Key customers <br />Parallels, Sequoia Credit Consolidation, Robson Communications, UralSib Bank, Sony and LG Electronics<br />
  4. 4. What is a “Call Center”?<br />“A center equipped to handle a large volume of telephone calls (especially for taking orders or serving customers)”wordnetweb.princeton.edu/perl/webwn<br />“A call centre or call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers...”en.wikipedia.org/wiki/Call_Center<br />“An organization that handles a high number of customer interactions including requests, information, provisioning, sales or services via the telephone or multiple contact channels either through inbound transactions, outbound transactions or both.”campus.blueprintaudits.com/mod/glossary/view.php<br />A business or group that receives or makes a high volume of calls and requires the ability to automate, distribute, manage and measure the efficiency of the interactions<br />
  5. 5. The SMB Call Center as we see it<br />5-150 Agents<br />Limited internal IT capabilities<br />Looking for an all in one Contact Center Suite<br />In addition it needs to:<br /><ul><li>run on as few Microsoft OS based application servers of the same type as possible (low TCO)
  6. 6. be up and running with a relatively small implementation and system integration effort – compared to Enterprise Solutions
  7. 7. optimize overall communication processes
  8. 8. provide a high level of functionality</li></li></ul><li>INFRA Call Center Suite <br />INFRA Call Center<br />Call <br />Recording<br />Reporting<br /> & Analytics<br />ACD <br />& Routing<br />IVR<br />Proactive Contact<br />Fast ROI and low cost of ownership<br />Easy third party integration (CRM, ERP, endpoints…etc.) <br />Windows Server platform<br />Flexible deployment options<br />
  9. 9. SMB Imperatives<br /><ul><li>Offer better customer service than my bigger competitors
  10. 10. Cost reduction without affecting my operations
  11. 11. Clear ROI & investment protection</li></ul>Business<br /><ul><li>Making a limited workforce even more effective
  12. 12. Ability to manage the workload across the business
  13. 13. Flexibility for new business models</li></ul>Care<br /><ul><li>Easy to install, maintain and manage
  14. 14. Scalable, secure, and reliable
  15. 15. Ensure control and privacy</li></ul>IT<br />
  16. 16. What does an agent typically see?<br />
  17. 17. The Integrated Desktop<br />
  18. 18. Interesting ROIs <br />FourExamples<br />Inbound and Outbound Using Common Resources<br />Agent Surplus States<br />Virtual Agents<br />Virtual Hold<br />
  19. 19. Shared Resources<br />Assumption<br />The client has a team of inbound agents that handle customer requests. They use a traditional inbound ACD solution<br />The client also has a team of outbound specialists that function separate from the inbound agents and use a traditional “dialer” that quickly makes large volumes of calls <br />Opportunity<br />Each system requires administration and management, and employs carrier services to serve the specific work functions.<br />Value<br />An inbound/outbound system allows a single management and administration platform. A combined pool of trunks (carrier services) serves both groups. In the SMB, this provides a significant savings as resources usually come at a high cost. <br />
  20. 20. Agent Surplus States<br />Random Call Arrival<br />SERVICE LEVEL<br />Agent Surplus<br />
  21. 21. Blended Agents<br />Assumption<br />There are periods of time during the day that, due to random call arrival, have a surplus of agents.<br />Agents can be cross-trained to serve more than one function within the call center.<br />Opportunity<br />Leverage these surplus periods and have agents make outbound calls to existing customer base. Thank you…, Checking in…, Hope all is well…etc. Better yet, a new offer that’s tailored for them<br />Value<br />This drives revenue, tightens the relationship with your customer base, doesn’t erode service level and leverages resources that were previously idle.<br />
  22. 22. Virtual Agent<br />Assumption<br />The client has past-due accounts where no attempt is made to collect because the outstanding balance is low. <br />The cost of outsourcing the collections or setting up a live agent collections process is too costly for the amount that will be collected.<br />Opportunity<br />An application that will contact past-due account holders and collect payments or promise-to-pay using a self-service application<br />Value<br />Little or no need for live agent assistance. Ability to collect on those low value balances.<br />
  23. 23. Agent DeficitStates<br />Random Call Arrival<br />Agent Deficit<br />SERVICE LEVEL<br />
  24. 24. Virtual Hold<br />Assumption<br />There are periods during the day where agent deficit states will drive you out of service level adherence.<br />Callers are frustrated by long hold times and are not calling about things that need immediate action.<br />Opportunity<br />An application that will collect the caller’s information (name, number and intent) and deliver that call to an agent at a pre-determined time or when the call would have been delivered<br />Value<br />A combination of tools allow you to improve customer service, better allocate resources and keep service levels in check.<br />
  25. 25. The Challenge<br />Analysis Paralysis – “My current processes work. Why would I change them?”<br />Every day is an opportunity to do something more effectively and/or more efficiently. Take that opportunity and run with it.<br />Agent Training – “My agents wouldn’t know how to handle this shift.”<br />Agents adapt. No one “likes” change but they adapt. If they don’t, question their value.<br />Execution – “We have no problem buying tools. We have a problem using tools.”<br />When faced with a clear ROI, a proven solution and the ability to execute, do you typically embrace the change? <br />
  26. 26. Things you won’t hear your customers say <br />This hold music is awesome. Especially the third time around.<br />Or course I don’t mind giving you my information again. And again.<br />Yes! I’d love to be put on hold. I don’t even need a choice.<br />I really don’t care when they get back to me. I just hope they meet their SLAs.<br />www.zendesk.com<br />
  27. 27. Thank You<br />Jim Southwell<br />425.282.1769<br />jim.southwell@infratel.com<br />@InfratelUS<br />
  28. 28. Appendix<br />
  29. 29. INFRA Call Center Capabilities<br />