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Technological Innovation Driven by Winning Partnerships
Call Centre Management Group
29 August 2014
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Agenda
• Who are we
• What we are presenting
• The challenge
• The approach
• The statistics pre solution
• The solution
• The statistics post solution
• Summary and way forward
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BankservAfrica Integrated Services
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BankservAfrica Integrated Services Overview
• Vision – to be the benchmark of the contact centre industry
• Wholly owned subsidiary of BankservAfrica
• Manage 700 seats in Randburg
• Capacity to grow to 1 200 seats
• Strong corporate governance
• Strong focus on customer service
• Innovation drives the organisation
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What are we presenting
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What are we presenting
• Integrated dialer solution
• Involves:
• SMS
• Talking Tech
• Voice
• MMS
• Links several systems
• Reduces costs and improves results
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The challenge
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The challenge
• Burning data
• Low returns on investment
• Poor brand image
• Low staff morale
• Treating everybody the same
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The approach
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The approach
• Followed a typical client life cycle
• Had the normal problems
• Generated results beyond expectations
• Example of what can happen when you collaborate
• It is fun
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The statistics pre system
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The statistics pre system
PTR
Debit balances
Cost to retain
Total deposits
Pre system
29%
Not measured
R195
R4.2 million
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The solution
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The solution
• Segmented the data• Created a treatment plan per segment• Linked the systems so they operate as one• Automated all the processes to reduce human intervention
and save time
John Garde – Principal consultant at Principa
“This model has never been implemented in
SA before.”
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The solution
Treatment plan per segment
High
Phase 1
Phase 2
Phase 3
Phase 4
Everyday Transactor Plus
MzanziDesign
Phone
SMS
T - Tech
MMS
SMS
T - Tech
MMS
SMS
T - Tech
SMS
Phone
MMS
MMS
Phone
SMS
T - Tech
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The solution
Many systems operating independently
CIC telephony system
Debtors management system (LAW)
CRM data base
Talking Tech
SMS
MMS
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The solution
Created a single interface CIC telephony system
Debtors management system (LAW)
CRM data base
Talking Tech
SMS
MMS
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Basic call flows across all systemsBasic Workflow
LAW CRM Interaction dialer administrator Interaction dialer Agent
Provide Leads Data Import leads data
Extract leads data with GUID
Import leads data to contact list
Start
Pops HTML scripter page
Pop leads screen
Do sales / retention script
Wrap up call on CRM using drop
down
Wrap up call on HTML scripter page
using drop down
Selects NextStart next call
Store wrap up details
Close CRM screen
Store wrap up details
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The statistics post system
PTR
Debit balance
Cost to retain
Total deposits
Pre system
29%
Not measured
R195
R4.2 million
Post system
47%
R5.1 million
R137
R566 million
Improvement
62%
N/A
29.7%
R562 million
No cost to the client
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Success factors
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R566 million total deposits
R5.1 million debit balances collected
57 158 customers retained
R137 average cost to retain
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99.9% uptime
Out performed the business case by 200%
Positive impact on the balance sheet
True partnership
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Created employment
Improved customer experience
Enhanced the branch processes
Provided valuable MIS
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Created a mobile app
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The way forward
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The way forward
• Keep adjusting the segmentation model
• White label the solution for other clients
• Continue innovating
• Continue adding value and enabling our clients’ success
• Working other campaigns
• Transition back into the clients’ call centre
• Create more employment
• Have more fun
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Questions