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Copyright Business Systems UK Limited 2011
Multi & Cross Channel Analytics, Real Time Impact and Real Time Speech Analytics
Speech Ana lyt ics
Rea l -T ime Speech Ana lyt ics
Mult i & Cross-Channel Ana lyt ics
Rea l -T ime Impact
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
To give your business the power to address…
What Is Analytics Technology For ?...
Bus iness Growth
Both!!
Bus iness Prob lems
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
Interaction Quality
These are your excellent calls
These are your problematic calls
These are your average calls
Insight… How Good Is Yours?...N
um
ber
of
Inte
racti
on
s
High SatisfactionIncreased Loyalty
Wallet ShareProcess Efficiency
Lost customersIncreased costs
Low salesAdvisor attrition
Below AverageAbove Average Poor
Chances are, AVERAGE calls are being evaluated!
Good
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
What Are The Chances ?...
6,528,280,000,000,000,000:1
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
Eight Evaluations Per AdvisorPer Month
£3.47 per Evaluation
350 Advisors Evaluator Cost
116,592 Per Annum !
How Much Does A Sample View Cost?
Quality Monitoring
Process
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
How Much Would That Cost YOU ?...
AgentsMonthly
Evaluations Annual cost AgentsMonthly
Evaluations Annual cost
100 8 £33,312 600 8 £199,872
125 8 £41,640 700 8 £233,184
150 8 £49,968 800 8 £266,496
175 8 £58,296 900 8 £299,808
200 8 £66,624 1,000 8 £333,120
250 8 £83,280 2,000 8 £666,240
300 8 £99,936 3,000 8 £999,360
350 8 £116,592 4,000 8 £1,332,480
400 8 £133,248 5,000 8 £1,665,600
450 8 £149,904 10,000 8 £3,331,200
500 8 £166,560 20,000 8 £6,662,400
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
Adaptive Refinement
Extract Insights
InteractionCategorization Processing Modeling
Trends analysis Mining Root Cause Analysis
The Constant Analysis Process…
100% Interaction Analysis
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
Re a l -T i m e S p e e c h A n a l y t i c s
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
Guidance !
Real Time Guidance
Real-TimeSpeech
Analytics
Real-TimeAction
What is Real-Time Speech Analytics ? Analysis of audio conversations as they happen in Real-Time Identification of actionable situations and events Trigger of Real-Time guidance callouts Triggers of Supervisor alerts
Insight Based Business Rules
Real-TimeDecisioning
Real-Time Speech Analytics…
Agent
Customer
Supervisor Alert
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
Use Case Benefits
Hidden sales opportunities
Will the agent catch the opportunity??
“I’ll be happy to help you change your address.“
“Hi, I am moving in with my partner (we’re in November).I need to change my address.”
getting married
Stated Topic Hidden Opportunity
Handling Alert
Customer is getting married.
Offer: “We’ll Walk Down The Aisle With You”
Click here for campaign details
!We’ll Walk Down The Aisle With You
RTSA For Revenue Growth…
“By the way, do you know about our ‘We’ll Walk Down The Aisle With You’ package? We’ve created it for folks just like you, to help you have the best wedding possible.”
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
“My mobile phone bill is wrong again.I am very I need toand again about this!”
frustrated call again
Supervisor Alert !
Alert!Dissatisfied VIP
customer in station 383
Dissatisfaction Alert !
Satisfaction Alert!
Customer experience lower than required. Offer 1 month credit to compensate for less-than-desired service level.
“I really apologize Sir. I understand your frustration. First, I’d like to credit you for this month’s fee, then I’m going to ensure your problem is permanently resolved”.
RTSA For Customer Satisfaction…
Use Case Benefits
Customer Satisfaction Alert
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
M u l t i & C r o s s - C h a n n e l A n a l y t i c s
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
Multi-Channel• Ability to capture and\or analyze more than one channel of interactions • Does NOT indicate ability to view, analyze and measure interactions from
multiple sources in one holistic way• Does NOT include ability to combine insights from different channels to
gain cross-channel understanding
Cross-Channel• Ability to capture and analyze more than one channel of interactions and
provide holistic view and comprehensive insights based on multiple channels and the mobility across channels
So What’s The Difference?...
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
Less than 6%Would try these if
unsuccessful
VirtualAssistance
53%
14% 14%
26%
Email43%
53%
46%
36%
42%
21%
23%
Live rep viaphone44%43% Live Chat
23%
Standardmail33%
Automatedphone38%
Physical Location
55%
%
Company Website
64%
The Multi-Channel Journey…
Onlinecommunity
PhoneApplication
SMS
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
Non
Voi
ce
Dear DirectCom Online Service, I have a question about my most recent bill. I paid the full balance online in the amount of 47.61$ on February 16th. When I checked back the payment didn’t show up, and I was charged 50$ fee on top of that. This is not acceptable! The online payment confirmation number back the payment didn’t show up, and I was charged 50 and I was charged 50 and I was $ fee on top of that. This is not is 49733. Please verify and make sure I get the fee back to my account. This is not the first time I have a problem with the online payment. Best regards, Gina Lowell.
Spee
chO
ther
Sou
rces
Misinformed
Frustrating
This is the 2nd time I’m calling
Phone
Social Media
Chat
Web
Phone Survey
Keywords and Topics
Talk Over Analysis
Emotion Detection
Call Flow Analysis
Misinformed
Frustrating
Desktop Analytics
Customer Demographics
Interaction History
Customer Feedback
Web Interaction Analytics
Keywords and Topics
Sentiment Analysis
Chat Response Time
CRM, BI Billing
The Real Time Impact Reach…
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
What Is The Value Opportunity ?…
Increase Revenues
Retain Customers
Maximise Wallet Share
Compliance Adherence
Maintain Highest Quality of Service
Build / Protect BrandAcquire Customers
Market Intelligence
Control Operational Costs
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