Simply Smarter Communications™

Richard Kenny, EMEA Marketing Manager 19 May 2011

The Future of Customer Service

BELIEVE 2011 •

75% of consumers say they would do business with a

company based on a great Contact Centre experience. 1

80% of companies believe they deliver a superior

customer experience, but only 8% of their customers agree. 2

69% of large B2C organisations in the UK and US view

their call centers as business-critical revenue generators. 3

The Contact Centre is Changing – Why?

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1 Genesys, Global Consumer Survey 2 Bain & Company 3 Loudhouse Research survey of strategic decision makers

BELIEVE 2011 •

Believe

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BELIEVE 2011 •

Three Areas That Drive Change

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People

Places

Technology

BELIEVE 2011 •

The Right People

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BELIEVE 2011 •

Customer Experience Defined by Your People

New management styles needed • Trust

• Empowerment

• Investment

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BELIEVE 2011 •

Culture based on Trust

• Remote/mobile workers harder/longer

• Shared belief that people want to do a good job

Employer and Employee on the same side • Pursuing same cause, vision, goal, objective, result

People are self-motivated • With freedom, employees naturally take greater responsibility

Every customer interaction influences your brand

Positively or negatively

A New Work Dynamic - TRUST

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BELIEVE 2011 •

Big problem at home with BT internet they r tinkering to change to adsl 2. real cock up brain dead in call centre clueless.

After 5 mins told BT bloke on phone who I was and I make pc's and routers for day job. Made no diff still went tru stupid check list.Help!

This BT call centre is for biz line and so called VIP, hate to think what happens to normal consumers

BT were talking cr.. my IT guy coming with new router to prove 100pc. Will spend today making BT CEO sorry he got out of bed this morn

I touched a nerve at BT got top people on the case THANKS TO TWITTER : BT were monitoring . All fixed thanks to MY IT man long story......

To be fair BT service to sort my Internet since highlighted on twitter been excellent I even got a call from the CEO. Investigating BELKIN

Recognise This?

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BELIEVE 2011 •

David Caroll • United Breaks Guitars (Youtube – 9.5M views)

Youp van ‘t Hek • De Help (@youpvanthek - 75,000 followers)

Lily Allen • @lilyroseallen – 2.5M followers

Have You Heard of ...?

5/25/2011 9

BELIEVE 2011 •

It’s not just your call recording systems listening now ...

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BELIEVE 2011 •

Customers are more empowered with knowledge gathered through self-service channels

Companies can no longer afford to ‘follow the scripts’ • Poor service for customers

• Frustrating for agents

Direct link between self-determination and job satisfaction • Higher job satisfaction = lower agent turnover

A New Work Dynamic - EMPOWERMENT

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Lynn Holdsworth, Susan Cartwright, (2003) "Empowerment, stress and satisfaction: an exploratory study of a call centre", Leadership & Organization Development Journal, Vol. 24 Iss: 3, pp.131 - 140

BELIEVE 2011 •

You trust your team ...

You’ve empowered them to solve problems ...

But you’re not training them?

And you want them to use last century’s technology?

Investment in Contact Centres

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BELIEVE 2011 •

The Workplace Revolution

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BELIEVE 2011 •

Working Elsewhere

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BELIEVE 2011 •

Centralised Contact Centre

BENEFITS • Simplest to manage

• Economies of scale

• Controlled environment

• Cultivation of common culture

• Low-cost of personnel development

• Best data security protection

• Noise controlled with environmental factors

CHALLENGES • High fixed CAPEX

• Heavy OPEX

• Unnatural work environments

• Difficult to offer ‘local’ service (language/knowledge) or specialist service offerings

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BELIEVE 2011 •

Centralised Contact Hubs

BENEFITS • Resources grouped together in

different locations

• Creates ‘local offices’

• Supports short-term campaigns

• Offers local language/knowledge support

• Can phase out operations when not needed

• Robust perimeter security

CHALLENGES • Cost per head may be higher

• Higher facilities management overheads

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BELIEVE 2011 •

Virtual Hubs

BENEFITS • Ultimate in flexibility

• No geographical limits on deployment of skilled individuals and new expertise

• Zero fixed costs

• Cost savings as much as 50 percent

• Low investment in technology for end points

CHALLENGES • Acoustic challenges that need to

be managed with headset technology

• Need to work harder to maintain culture

• Requires new management approach to maintain morale

• Data issues and network security

• Unsupervised access to customer data

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BELIEVE 2011 •

Does your voice experience inspire trust?

How do you deal with varying noise levels across multiple environments?

Consistent Customer Experience?

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BELIEVE 2011 •

EncorePro • Best in class background noise reduction

• Complete flexibility on microphone position

Audio Processors • Reduce background noise for contact centre and

customer

Overall Impact? • Easier to understand calls

• Less mistakes and repetitions

• Shorter calls

• Better Security

Reduce the Impact of Noise?

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Simply Smarter Communications™

Believe in Technology

BELIEVE 2011 •

Unified Communications in the Contact Centre

Transformation offering real benefits to first call resolution

Delivering three way conversations

Remote team collaboration

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Nemertes Research annual benchmark survey, 2010

86% of companies are planning

Unified Communications in the

Contact Centre

BELIEVE 2011 •

Maximising collaboration in the contact centre

Increasing number of calls need escalation

UC used to find best available expert

Savi wireless headset enables 3-way conversation • Drives first call resolution

• Improves agent learning

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BELIEVE 2011 •

Acoustic Intelligence

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SPEECH IMPACT

VOICE

INTELLIGIBILITY

AUDIO

ERGONOMICS

THE RIGHT CONVERSATION

THE RIGHT TECHNOLOGY

THE RIGHT DESIGN

• Headsets offering protection against sudden unexpected sounds

BELIEVE 2011 •

Speech Impact

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Power Pitch Pace Pause

BELIEVE 2011 •

Poll

What type of skills training courses have you

been on?

• Presentation skills

• Listening skills

• Using your voice

• None of these

BELIEVE 2011 •

Believe

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BELIEVE 2011 •

Benefits to Contact Centre Change

• Shorter calls • Reduced mistakes & repetitions

• Reduced absenteeism & churn • Working from home and trusting approach

drives loyalty

• Improved customer satisfaction • Improved FCR through accessing back office

expertise

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BELIEVE 2011 •

Believe in the Contact Centre

Management by trust

Liberate your workplace

Use the power of technology

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Simply Smarter Communications™

Richard.kenny@plantronics.com

www.mycontactcentre.com

@mycontactcentre