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S p o n s o r e d B y :
callcentres.net webinar
How to Develop a True
Multi-Channel Contact Centre
We will begin at approximately 2pm Australian EDT
Listen to audio over your computer speakers or you may phone in:
Australia #: 02 8014 4932New Zealand #: 04 974 7212
Access Code: 293-598-711
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Dr Catriona WallaceDirector, callcentres.net
Introductions
Glenn DobsonSocial Media Support Manager, Citrix Online
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1. Viewer
Window
2. Control Panel
Welcome Webinar Attendees
Type question here
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#MultiCCC
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Poll Question:
Does your organisation currently
have a true multi-channel contact
centre that is beyond email, fax
and voice?
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Total number of contact centre seats in Australia
2007
= 180,000 seats
2008
= 190,927 seats
2009
= 192,800 seats
2010
= 198,200 seats
2011
= 207,600 seats
2007 – 2008 growth rate
Predicted = 10%
Actual = 6%
2008 – 2009 growth rate
Predicted = 7%
Actual = 1%
2010 – 2011 growth rate
Predicted = 5%
Market Sizing
2009 – 2010 growth rate
Predicted = 7%
Actual = 3%
198,200 seats 3% growth rate
2011 predicted 5% growth
rate
NZ: 29,900 seats 4% growth rate
2011 predicted -1% decline in
seat size
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14%
6%
19%
5%
16%
11%
13%
9%
13%
5%
7%
12%
2%
8%
2%
32%
31%
30%
26%
22%
Staff turnover
Training/ Agent
development
Difficulty in recruiting staff
Upgrade existing
technology
Inadequate headcount to
effectively meet business
requirements
Rank 1 Rank 2 Rank 3 Total
Top 5 most significant challenges facing contact centres in the next 12 months
n=111
Contact Centre Challenges
Australia New Zealand
10%
17%
7%
10%
10%
15%
10%
12%
10%
12%
12%
7%
12%
7%
5%
36%
34%
32%
27%
27%
Upgrade existing
technology
Inadequate headcount
to effectively meet
business requirements
Improving customer
satisfaction
Staff turnover
Training/ Agent
development
n=42
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79%
11%
4%
3%
1%
81%
8%
4%
5%
2%
77%
11%
6%
5%
1%
74%
11%
8%
6%
2%
Contact centres (all
transactions including
telephone, email, web,
etc)
Branch/Retail Network
Sales force
Other Web based/Email
not handled by the
contact centre
Other
2010 (n=112)
2009 (n=144)
2008 (n=152)
2007 (n=156)
Percentage of customer contacts per channel(Mean %)
Contact Handling
82%
7%
5%
3%
3%
77%
11%
8%
4%
1%
83%
7%
5%
4%
0%
67%
14%
9%
8%
2%
Contact centres (all
transactions including
telephone, email, web,
etc)
Branch/Retail Network
Sales force
Other Web based/Email
not handled by the
contact centre
Other
2010 (n=42)
2009 (n=53)
2008 (n=55)
2007 (n=45)
Australia New Zealand
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The Multi-Channel Environment
Voice: caller to IVR
Voice: click to talk
SMS
Internet
Web Chat
Automated Web Chat
Social Media
Facsimile
Voice: caller to live attendant Instant Messaging
Voice: caller to speechVoice: VoIP
Video
Remote Assist
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80%
54%
26%
7%
4%
5%
2%
2%
2%
1%
0.5%
0.2%
1%
Phone (agent involvement)
Phone (agent only)
Phone (agent after IVR)
Phone (IVR only)
Self-service via the web
Fax
Letter
Phone (agent after speech recognition)
Phone (speech recognition only)
SMS
Web chat (text or voice)
Other
2010 (n=112)
Percentage of interactions handled per contact centre channel(Mean %)
Contact Handling
Emerging channels: SMS 0.5%;
web chat 0.2%; speech 3%;
self-service via web 5%
Australia
NZ: Emerging channels: web
chat 0.4%; SMS 0.5%; speech
1.3%; self-service via web 3%
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Multi-Channel Integration
Contact Centre Trends
n=112
20%
26%
20%
35%
Fully implemented
Partially
implemented
Not implemented,
but have plans to
in the next 2 years
No plans to
implement in the
next 2 years
46% fully or
partially
implemented
Australia New Zealand
n=42
10%
38%
31%
21%
Fully implemented
Partially
implemented
Not implemented,
but have plans to
in the next 2 years
No plans to
implement in the
next 2 years
48% fully or
partially
implemented
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21%
33%
19%
26%
Fully implemented
Partially
implemented
Not implemented,
but have plans to
in the next 2 years
No plans to
implement in the
next 2 years
Contact Centre Trends
54% fully or
partially
implemented
Multi-Channel Agents
n=42
Australia New Zealand
25%
25%
22%
28%
Fully implemented
Partially
implemented
Not implemented,
but have plans to
in the next 2 years
No plans to
implement in the
next 2 years
50% fully or
partially
implemented
n=112
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What types of organisations are
more likely to have Multi-Channel
contact centres?
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Organisations that are likely to have
fully implemented Multi-Channel
contact centres tend to be...
Larger centres with 50+ seats
Retail/Wholesale, Outsourcers, IT and
Business Services Experiencing higher growth in contact
centre seats (9% growth in next 12
months)
Operate 24x7
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Case Studies
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Case Study 1
PITNEY BOWES
Pitney Bowes Australia Pty Ltd is part of
the global Pitney Bowes group, whose
parent company is Pitney Bowes Inc.
World’s leading provider of integrated
mail and document handling systems
Provides software, hardware and services
that integrate physical and digital
communications channels
3 contact centre teams, 16 contact centre
consultants, with over 160 employees in
Australia
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Case Study 1: Pitney Bowes
Channels integrated
Phone
Fax
Online enquiries
IVR
Twitter (for special events)
Motivations for implementing Multi-Channel
1. Reduce response time to customer queries through multiple channels
2. Reduce effort for customer and business
3. Keep traditional channels for clients who do not wish to migrate
4. Reduce paper waste
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Case Study 1: Pitney Bowes
Key Considerations
1. Evaluate necessity of the channel
2. Training agents on systems, processes, procedures and time management
3. Prioritise channels based on agent recommendations, as they have frontline experience
4. Regularly measure the customer experience
Benefits Realised
1. Reduction in average response time to queries
2. Increase in year on year ROI through increased revenue generated
3. Reduction in customer effort in contacting our company
4. Cater to the needs of all businesses irrespective of size
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Case Study 2
TELNET SERVICES
Telnet Services are an outsourced contact
centre provider, providing seamless
customer service
Manage both inbound and outbound
sales and service centres
Telnet provides contact centre capability
to a wide range of industries including
utilities and fuel, financial institutions and
consumer technology providers
170 seat contact centre based in New
Zealand
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Case Study 2: Telnet Services
Channels integrated
Phone
Web chat
SMS
Fax
Internet
Social Media
Push Email
Callback
Motivations for implementing Multi-Channel
1. Improve customer experience
2. Provide cost effective customer service solutions
3. Staying connected to new audiences– Gen Y
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Case Study 2: Telnet Services
Key Considerations
1. Understanding of the customer base; which channels are they most likely to prefer
2. Universal queuing and common delivery processes
3. Online knowledge management to ensure all relevant information is easily available
4. Consistency in service delivered across channels; achieved through templated responses to common queries and reference information on knowledge portal in 1st person.
5. Ensure consultants have correct skills to work across channels
Benefits Realised
1. Easy to do business with
2. Enhanced customer experience and increased satisfaction
3. Reduction in cost per interaction
4. Improved first call resolution
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Case Study 3
EZIBUY
EziBuy is a leading online retail store, and
New Zealand’s #1 women’s clothing store
online
More than 580,000 active customers in
New Zealand and Australia
70 seat contact centre based in New
Zealand, with 62 agents and 8 team
leaders
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Case Study 3: EziBuy
Channels integrated
Phone
Web chat
SMS
Direct stores
Fax
Additional planned channels:
Click to Call
Facebook and Twitter
Motivations for implementing Multi-Channel
1. Make EziBuy more accessible to customers through increased touch points; ‘No matter where you are’
2. Personalise customer service
3. Deliver customer service through customer’s preferred channel
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Case Study 3: EziBuy
Key Considerations
1. Recruit multi skilled computer-savvy staff
2. Ensure new systems are compatiblewith existing systems
3. Ensure technology is in strategic fit with business case for implementation
4. Build relationship with technology provider as a partner not supplier
5. Customers are directed to alternative and quicker routes in case of hitting a queue when contacting customer service
Benefits Realised
1. Gives a holistic 360 degree view of the customer
2. Ability to measure impact of email and webchat on customer service
3. High ROI
4. Increased customer satisfaction scores
5. Reduction in average speed of answer
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Top 3 Key Areas of Consideration
In developing a Multi-Channel
contact centre
1. Customer: Understand the changing needs of the
customer and offer channels that meets those needs.
Continually adapt to the needs of the customer.
2. People: Recruit for the right skill-set in agents and
ensure agents are fully trained and equipped to
handle new channels.
3. Technology: Work in collaboration with technology
vendors to ensure smooth implementation and
integration of channels that meet the business’ needs.
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Share one or two things that
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Use Questions Pane ->
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Type question here
&
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Reason #
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3 Reasons to fill out
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