Embed Size (px)
DESCRIPTION
Citation preview
SAP for UTILITIES North American Conference
Delivering Total Customer Care
Huntsville Utilities September 17, 2013
PRESENTERS:
DAVID CHAMPIGNY – MIS DIRECTOR
SAP ECC6 EHP4, SAP BCM 6.0, SAP CRM 7.0
PATRICIA STEELE – SENIOR LEAD/CALL CENTER
BCM REPORTING ANALYST
MONITORS DAILY OPERATIONS
COACHES AGENTS FOR QUALITY
HUNTSVILLE UTILITIES Publicly Owned Electric, Natural Gas, and Water Utility Serving Huntsville and Madison County, Alabama
Services: Electric 173 ,000 Water 90,000 Natural Gas 49,000
Billing Agent for: City of Huntsville-Water Pollution Control City and County Sanitation Departments Madison County Water Systems
CUSTOMER INFORMATION CENTER
BCM GO LIVE - MAY 2011
25 CALL CENTER TEAM MEMBERS
LOCATED AT HUNTSVILLE UTILITIES MAIN OFFICE
AGENTS HANDLE APROX. 350,000+ CALLS PER YEAR
BILLING INQUIRIES AND PAYMENT ARRANGEMENTS
START, STOP AND TRANSFER SERVICES
METER CHANGES/UPGRADES
BACK UP CENTER FOR EMERGENCY DISPATCH
What is SAP BCM/CRM?
SAP BCM is an all software, Single Platform for Contact Center solution
Enables your contact center to communicate with your customers via multiple channels, like phone, email, chat and SMS.
Single platform solution, when integrated with SAP CRM there is no need to toggle between different system when handling communications with your customers.
BCM/CRM INTEGRATION Incoming calls automatically routed and offered to the Interaction Center agents based on defined routing rules on the BCM side. Agents can handle customer interactions seamlessly with a single user interface.
The communications toolbar, allows the following call handling operations: Automatic caller recognition from CRM database Answer or reject incoming calls Hang up calls Put calls on hold Retrieve calls from hold Dial outgoing calls Make consultation calls Toggle between calls (original call and consultation call) Transfer calls (direct and consultative transfers) Make conference calls
BCM CDT is available for advanced call handling functionality such as: Real time queue stats
Queue login management Supervisor functionality
Agents availability and phone status presented
above (real-time)
CDT Supervisor Tools:
Forced assigning/de-assigning agent to queues Info regarding agent call (from, to, duration) Silent listening (supervisor can listen to call) Coaching (only agent can hear the supervisor)
Barge in (3 way call) Intercept (disconnect agent from call)
Hang up agent call
USING BCM
Online Monitoring
The presence/availability of all users & queues can be seen for
transparency.
Another View under Online Monitoring (agent status-call duration)
Option to locate or search for a customer contact if you have any of the following information: Agent Name, Date, Time, Phone #. Ability to see the arrival time of a call, connection
time, talk time and disconnect time.
The monthly report provides data for monitored areas such as the total number of calls into the IVR, Average Call time in
queue, Longest wait time, abandon rate etc. Reporting can be customized based on upper management requests.
TAKEAWAYS/BENEFITS
INCREASE IN PRODUCTIVITY AND CUSTOMER SATISFACTION
RESOLUTION TIME REDUCED
1 SINGLE USER INTERFACE – NO NEED TO TOGGLE BETWEEN DIFFERENT SYSTEMS
MULTIPLE SESSIONS AVAILABLE
NO MORE PHYSICAL PHONES-ACCEPT FROM THE CRM INTERFACE
ABILITY TO ISOLATE AGENTS TO SPECIFIC QUEUES BASED ON SKILLS AND/OR CALL VOLUME
RECORDED CALLS - INSTANT RETRIEVAL
IN THE EVENT OF A STORM OR APPROVED CIRCUMSTANCE ABILITY TO EQUIP A CSR WITH A LAPTOP AND WIRELESS HEADSET TO ACCEPT CALLS FROM A REMOTE LOCATION
QUESTIONS?
A collaboration of:
Steve Bandy – Senior Director Customer Care Care Center and Dispatching
Back Office, Billing, and Collections
Customer Care/Company process improvements
Presenter
A collaboration of:
SourceGas Overview
Owned by GE & Alinda Capital
Spun off from Kinder Morgan on April 2007
440,000 gas & non-regulated customers in 4 states
Customer Care (billing, call center, & back office) was outsourced for 10 years prior to September 2009
One physical contact center located in Fayetteville, AR
Agents 150 at Go Live in 2009
85 agents currently utilized
Call Types – Emergency, Payment/Bill Inquiry, Connect/Disconnect, Appliance Repair, and Field Tech Requests
A collaboration of:
Improvements
80% in 30 sec
Average Industry
Call Center 2009¹ 2010 2011 2012 Benchmark
Number of Calls 408,556 1,211,287 1,056,102 930,318
Average Speed of Answer (sec.) 416 66 32 24 37.98
Percent Answered 74% 96% 98% 98% 94.33%
Percent Answered in 30 seconds 21% 76% 82% 83% 80% in 26.37 seconds
Call Abandonment 30% 4% 2% 2% 5.67%
Average Handle Time 10:20 7:26 6:42 5:47 4:55
Call Center Performance - 2009 to 2012
¹ 2009 based on September -December numbers
A collaboration of:
Helped us determine demands impacting our center Improved training requirements
4 weeks cut to 8 days for initial training Employee job satisfaction increased due to less burnout Reduced initial turnover rate by 20%
Easy data exports developed to send to 3rd party customer survey vendors Customer satisfaction increased from 76% to a peak of 95% utilizing the data
CRM Interactions
A collaboration of:
Average Industry
Call Center 2010 2011 2012 Benchmark
Overall Customer Satisfaction (Very Satisfied) 47% 57% 60% 60.8%
Overall Customer Satisfaction (Very Satisfied + Satisfied) 84% 89% 92%
Overall Customer Satisfaction (Dissatisfied) 6% 3% 2% 6.9%
First Call Resolution 82% 85% 89% 82.13%
Willingness to Recommend 85% 90% 92%
Customer Satisfaction (CSat) Results
Customer Satisfaction (CSat)
Net Promoter Surveys
June 2012 – SourceGas transitioned to a new customer survey method called Net Promoter Score (NPS)
Based customer satisfaction off of the ultimate question of willingness to recommend Quick and easy adaptation of Quality Assurance measures to increase customer expectations Experienced a 28% increase in NPS in 6 months Allowed us to tie voice of the customer from survey to our Speech Analytics tool to make
changes Revamped IVR automation which resulted in an increase to automated payment Launched new web page in March 2013 to enhance customer experience Combination of IVR and Web enhancements has resulted in a 20% average increase to automated payments
while decreasing call volumes
A collaboration of:
Results
67% Decrease
A collaboration of:
? Any questions
