the telus way: an openspan customer's journey for optimizing the call center agent
DESCRIPTION
Customer-centric TELUS launched an internal contact center initiative to reduce average handle time, automate agent processes and decrease errors. The company’s goals for the OpenSpan project were to improve the customer experience by providing agents with a more refined work process and ensure service delivery aligned with installation agreements. - See more at: http://www.openspan.com/resources/webinars/wr-the-telus-way-an-openspan-customers-journey.php#sthash.fmmkYF73.dpufTRANSCRIPT
The TELUS Way: An OpenSpan Customer’s Journey for Optimizing the Agent Desktop
2013 Webinar Series – Time with the Experts
The TELUS Way: An OpenSpan Customer’s Journey for Optimizing the Agent Desktop
What to Expect Today
Introduction
TELUS’s Internal Contact Center Initiative
Q & A
© 2006-2013 by OpenSpan, Inc. All rights reserved. 2
Meet the Speakers
© 2006-2013 by OpenSpan, Inc. All rights reserved. 3
Stacy Schierau Business Analyst, Strategy and
Development, TELUS Customer Solutions
TELUS
Anna Convery EVP, Strategy
OpenSpan
Our Journey for Optimizing
the Agent Desktop
Stacey Schierau
Member of the TELUS team
August 22, 2013
TELUS Public 5
The Journey
The Opportunity
The Process
The Deployment
The Key Learnings
TELUS Public 6
The Opportunity
CHALLENGES
Expensive
Long cycles
Multiple forms copy and
pasting
Call times on the rise
Lower cost
Rapid deployment
Reduce errors, keying of
repetitive information
Reduce call times and
hold times
OBJECTIVES
TELUS Public 7
The Process
POC
Pilot Business
Case Deploy
Monitor & Expand
TELUS Public 8
Call Back
TELUS Public 9
Automate: Credit Check Process
Pulling data from the Credit Profile page in Desktop One and
copying it directly into the appropriate fields of the Equifax form.
TELUS Public 10
The Pilot
30 agents, one location
Feedback on design and usability
Access the technical design
Modify capabilities
Measure savings
Validate metrics for the business case
Resulted in a strong business case and
approval to proceed
TELUS Public 11
Agent Feedback
Pilot agents positively embraced the changes as seen in these quotes:
“I love the call back feature, use if often and love the format”
“Having a pilot was a good idea, I see a lot of potential for this software”
“Can I keep running the software after the pilot is over?”
“Saved me from putting the client on hold and helps with the call flow”
TELUS Public 12
Deployment
Deployed software to
1400 agents
Phased rollout
Loaded via automated
push
10 capabilities
in 2012
18 capabilities in
scope for 2013
TELUS Public 13
Summary of Capabilities
Standard Single sign on
Call back
Account log
Copy and Paste Forms
Call trackers
Applications
Reminder Messages Bolt on
Phone room access
Email capture
TELUS Public 14
Monitor and Expand
Increase compliance
Enhance existing functionality
Launch new capabilities
Expand to other lines of business
TELUS Public 15
Key Learning's
Agent involvement
Change management
Pilot the technology
Business buy in
Strong relationships
Large National Bank
Deployment to 500 Branches in under 3 months
500
Multi-Channel Touchpoints
Brick & Mortar Branches
Contact Center Web Support
Real-Time Teller Guidance Solution
Increased Up-Sell Revenue
© 2006-2013 by OpenSpan, Inc. All rights reserved. 16
FORTUNE 500 Insurer
• Saved $350,000 labor costs • Automated adjudication processes • Reduced operational costs
Inefficient manual claims processing Inaccurate prompt pay penalties Considered 25 new hires for new claim audits
Accuracy • Efficiency • Cost-Reduction
Deployed OpenSpan Healthcare Claims Solution
Within 4 Weeks
© 2006-2013 by OpenSpan, Inc. All rights reserved. 17
Application Overload: 17 Applications to Navigate!
Prolonged Training Time
Diminished Sales Effectiveness
Results: • Agile agent desktop + automations deployed within 60 days • Decreased training times • Sales uplift by 8 percent
Maximized ARPU
Improved CSAT & NPS
Lowered Operations Costs
Leading National Carrier
© 2006-2013 by OpenSpan, Inc. All rights reserved. 18
Time with the Experts – Future Episodes
© 2006-2013 by OpenSpan, Inc. All rights reserved. 19
DATE EPISODE TOPIC
September 17
Desktop Automation and Analytics: The New Face of the Agent Desktop
October 17 The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy
November 14 Driving More Profitable Customer Relationships in the Insurance Industry
www.openspan.com/2013webinars
© 2006-2013 by OpenSpan, Inc. All rights reserved. 20
Q & A
If you would like more information, feel free to send us an email or give us a call.
US/Canada: +1 (678) 527-5400, (877) 733-1136
UK: +44 (0) 207 043 3573
India: +91 80 40300 780
www.openspan.com
Thank You for Participating!
© 2006-2013 by OpenSpan, Inc. All rights reserved. 21
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