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© 2013 Copyright Restricted.
Kobus van der WesthuizenCEO & FounderMobile: [email protected]
© 2013 Copyright Restricted.
Analytics – Strategic Advantages
© 2013 Copyright Restricted.
Integrated Analytics • Create Customer Service Insights from BIG Data Analytics• Innovate, Transform & Improve
=
© 2013 Copyright Restricted.
Analytics + Insights + ActionRight Information, at the Right Time, in the Right Format, with the Right Insight.......
Customer Experience Analytics
(VOC Feedback)
Customer Journey/Value Chain Analytics
(What's going wrong?)
Customer Interaction Analytics
Who; Why & When
The Analytics
Consolidated Analytics Hub
Real Time Dashboards & ALERTS
The Insights The Actions
Proactive Customer Engagement
(Stop trending calls by 10%)
•Send Notifications to stop trending call volumes
•Send Messages Proactively to Eliminate Reasons for Calls
•Call Outbound to Engage Proactively
Fix the Supply Chain/Value Chain
(Stop reasons for calls by 10%)
•Identify Reasons for Calls•Root Cause Analysis•Fix the causes:
•Billing•Activation•Delivery/Installation
5
Interaction Analytics: Continuous Service Improvement
Hot Topics
blog
web
Watch for trends and identify problems
Alert
FindRoot Cause
Ongoing Monitoring
•Proactive Communication •Real-time guidance•Process automation• Targeted coaching• Process correction• Adjust product or service
•Proactive Communication •Real-time guidance•Process automation• Targeted coaching• Process correction• Adjust product or service
Analyze Every Interaction• Phone, email, chat, social media• Words and phrases• Emotion and sentiment• Talk-over and silence• Holds and transfers
Analyze Every Interaction• Phone, email, chat, social media• Words and phrases• Emotion and sentiment• Talk-over and silence• Holds and transfers
0 25 75 100Agent BehaviorProcess InefficiencyKnowledge Gap
Product Issue
20
40
60
80
androidamazon
googleApp store
Angry birds
youtube
madonnaweb
Categorize Interactions
Take Action
Customer TOUCH Hub
Network Billing CRM
Trigger Data Management (Automated or Manual)
Data Systems
ManualMessages
Automated Triggers
Alerts to BusinessVOC
Feedback
Social Media
Call Analytics Touch
Database
•Alerts•Campaign
Management
Business Unit
• Marketing/Specials• Customer Service• Sales• Activation
• Collections• Retentions• Supply Chain • Rewards Campaigns
Business Units
Create Messages•Template•Custom
Select Channel•Sms/MMS•E-mail•Twitter•Voice
BLAST
TOUCH Application
Filter Customer Groups•Segments•Areas•Packages
•Who?• Segments
•Why?• Reasons
•When?• Trending
Call Types
Real Time ALERTS
& Dashboards
Team Monitor & Manage
Customer Innovation Hub
Eliminate Inbound Calls, Repeat Calls &
Increase Customer Sat.
Fix Reasons for Calls &
Eliminate Inbound Calls
© 2013 Copyright Restricted.
Case Study: Large Telco Company
Mandate
Identify Improvement opportunities through Voice Analytics in an Inbound Sales Call Centre:1.Why (Reasons) and When (Trending) are customers calling?2.“In Call” analytics for Sales Effectiveness3.Agent Effectiveness analytics – per agent
Result & Benefits
The following benefits opportunities were identified:1.More than 50% of calls was service related2.FCR very low due to an Inbound Sales Centre – not geared for service calls3.Sales culture and atmosphere impacted by irate customers 4.Genuine sales calls analytics resulted in:
• Conversion improvements of 22%• Per Agent sales effectiveness analytics – Identified training needs• Provided real time analytics on Conversions,& Process compliance
Analytics: Voice Analytics
8
83% of contacts are “service” calls
9
Repeat Calls is the leading reason of DSAT
10ATT DSAT call volume
DSAT increases AHT by 67%
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Example ROE for Interaction Analytics (Per Annum)
ROE CalculatorNumber of Calls per annum 3,600,000 AHT/Minutes 5Cost per Call R 25 Cost Per Minute R 5.00Sub Total R 90,000,000 R 25.00% Improvement 10%Total ROI R 9,000,000
Customer Service Budget R 0 AHT/Seconds 300% Improvement 5% Cost Per Second R 0.830Total ROI R 0 R 25.00
Sales Budget R 100,000,000% Improvement 3%Total ROI R 3,000,000
Collections R 100,000,000% Improvement 3%Total ROI R 3,000,000
Total Savings/Revenues R 15,000,000
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Customer Journey Insight Model
Analytics Platform
Consumer Data
Analytics
Customer Sales
Product Activation
Customer Service
Field Service
Up Sales
Customer Retention
Revenue Recovery
3-5%
3-5%
5-10%
3-5%3-5%
3-5%
3-5%
*The Secret Sauce (The 35 Right Questions to ask – SMAC combines its over 40 years of customer facing experience and has formulated a recipe to “get it right”. We have 35 questions which we look at in the lifecycle of your customer. And it is through this information that we are able to provide the improvements.
35 Customer Journey Questions will save 10% in Total Cost to Serve
3-5%
3-5%
5-10%
3-5%3-5%
3-5%
3-5%
© 2013 Copyright Restricted.
Case Study: Retail Commercial Bank
Mandate
Map and Analyze the Customer Journey throughout the value chain to identify:1.Process and System Inefficiencies2.Cost Reduction3.Improved Customer Experience4.Proactive Customer Engagement Opportunities
Result & Benefits
The following benefits opportunities were identified:1.Efficiency gains of between R8 million and R10 million per annum over 5 years, totaling R50 million.2.Elimination of 10% of inbound calls.3.Resource efficiencies of between 15 and 20%4.Increase in Customer Satisfaction of between 5% and 10% (VOC)5.Increase in revenues of approximately R50 million per annum
Analytics: Customer Journey Improvement
Activation Welcome Customer Service
Up Sell/Share of Wallet
RevenueRetention
Credit Management
Customer Intelligence
Continuous ImprovementMarketing
Bank Customer Journey Map
Cus
tom
er I
nter
actio
nB
usin
ess
Pro
cess
Sys
tem
/Pla
tfor
m
Branch Activation
Eff
icie
ncy
Que
stio
ns
• Immediate banking• No Paper
1. Track Calls within 2 weeks?
2. Track Feedback?3. Improvement strategies
based on Feedback?
1. Welcome & # for CS2. Channels to Bank3. Banking Better4. Improve Personal
Banking5. Compare Fees6. Prime to Switch
1. Within 2 weeks2. Satisfaction?3. Process Followed?
SMS System
Branch Manager Welcome
Welcome SMS’s (8 Weeks)
Customer Welcome &
Feedback Calls
On Line System
On Line Application
Card & PIN Issued
Accounts Transfer
Debit Order Activated
Salary Transfer Account Active
1.What is the conversion ratio at branch between walk in & account activation? Why?
2.Why are people walking in? What Questions do they ask?
3.What is completing ratio of walk ins to complete process FPR? What drainage and time lapses between walk ins, & FICS docs? Why?
4.Do you track productivity & efficiency in the branches same as the call centres?
3rd Party Call Management
System
Cus
tom
er I
nter
actio
nB
usin
ess
Pro
cess
Sys
tem
/Pla
tfor
m
Branch Activation
Eff
icie
ncy
Que
stio
ns
1. Welcome & # for CS2. Channels to Bank3. Banking Better4. Improve Personal
Banking5. Compare Fees6. Prime to Switch
1. Within 2 weeks2. Satisfaction?3. Process Followed?
SMS System
Approved
Poor Credit
Auto Credit Check
6.What % applicants don’t have all FICS docs?
7.How many FICA document repeats per application?
8.What is average delay in FICA docs? What impact on recalls? What impact on conversion?
AROD
Not Approved
Internal Rules
Receive FICA Docs
Notify Applicant
• On Line Process• Supporting Paperwork at Branch
Complete Affordability
Questions
ApprovedNot Approved
Branch Manager Welcome
Welcome SMS’s (8 Weeks)
Customer Welcome &
Feedback Calls
On Line System
11. Do you track Customer Intelligence across this Process?
12. Continuous Improvement across this Process?
1. What is the conversion ratio at branch between walk in & account activation? Why?
2. Why are people walking in? What Questions do they ask?
3. What is completing ratio of walk ins to complete process FPR? What drainage and time lapses between walk ins, & FICS docs? Why?
4. Do you track productivity & efficiency in the branches same as the call centres?
5. Who & How do you notify applicant not successful?
9.Track Calls within 2 weeks?
10.Track Feedback?11.Improvement
strategies based on Feedback?
3rd Party Customer Call Management
System
Cus
tom
er I
nter
actio
nB
usin
ess
Pro
cess
Sys
tem
/Pla
tfor
m
On Line Activation
Eff
icie
ncy
Que
stio
ns
• On Line Process• Supporting Paperwork to follow separate
Notify Applicant
Call for FICA Documents
1.Calls for Documentation currently ONCE a day. Need More frequent??
2.How accurate is Call Management System? Contact rate? Follow up accuracy? Drainage?
3.How many calls for documents per application?
4.How many repeat calls for what reasons?
5. What is average delay in FICA docs? What impact on recalls? What impact on conversion?
6. What is efficiency of Calls re “ Affordability Checks?
7. How integrated & efficient is the call management system?
8. Who calls for the docs? Branch consultants or call centre?
12. Is Call Management System integrated with On Line System? Automated?
13. Can you log interaction history and process updates?
14. Does it Report real time on productivity & efficiency?
13. Do you track Customer Intelligence across this Process?
14. Continuous Improvement across this Process?
1. Welcome & # for CS2. Channels to Bank3. Banking Better4. Improve Personal
Banking5. Compare Fees6. Prime to Switch
1. Within 2 weeks2. Satisfaction?3. Process Followed?
SMS System
Welcome SMS’s (8 Weeks)
Customer Welcome &
Feedback Calls
3rd Party Customer
Call Management
System
On Line System
Approved
Poor Credit
Auto Credit Check
AROD
Not Approved
Internal Rules
Receive FICA Docs
Not Approved
Call to Complete
Affordability Questions
Capitec Customer Call Management
System
Complete Affordability
Questions
Approval Call
Approved
Activation Welcome Customer Service Up Sell Retention Credit
ManagementCustomer
IntelligenceContinuous
Improvement
1.What is the conversion ratio at branch between walk in & account activation? Why?
2.Why are people walking in? What Questions do they ask?
3.What is completing ratio of walk ins to complete process FPR? What drainage and time lapses between walk ins, & FICS docs? Why?
4.Do you track productivity, efficiency and costs in the branches same as the call centres?
5. Do you track Walk In behaviours of prospects? Who, Why, When & What?
1.Track Calls within 2 weeks?
2.Track Feedback?3.Improvement
strategies based on Feedback?
4.What Calls & Volumes does the Call Centre attract due to Activation & Welcome Process?
1.Do you receive REAL TIME Customer Intelligence across Value Chain?
2.Can you track Intra-Day; Intra-Week; Intra-Month and Seasonal behaviours across the Value Chain?
3.Do you know HOW your customers want to be serviced? Have you asked them?
4.What media do they prefer?
5.ProActive Customer Research?
1. No Cross Functional Dashboards available to management.
2. No “Causality” modelling capability to management.
3.No accurate and real time Data to develop Pro Active Continuous Improvement across Value Chain?
Marketing
1.What Calls & Volumes does the Call Centre attract due to Marketing? i.e Info & Process?
2.How effective does the company manage these queries?
3.Is there a ProActive Communication Engine to prevent these calls?
1.Currently zero analytics around Who, Why, When and How your customers are interacting with your value chain.
2.No tracking exist for Intra-Day; Intra-Week; Intra-Month and Seasonal .
3.How do you do Cause & Effect Analysis across the Value Chain?
4.Can you predict accurate call arrivals per skill required to service customers “ Right First Time”?
5.How accurate is your resourcing against these arrival patterns, per skill, currently? Do you track that?
6.Have you done a functional “Load Balance” scenario model across all the customer interaction points? (Sales, Service, Retentions & Collections).
7.Ineffective CRM system. Limited Reporting.8.No “Single View” of the Customer9.Not tracking VOC
1.Do you segment customers?
2.Do you service through ALL channels including Social Media?
3.Do you have a ProActive Communication or Service capability?
4.What is your average “cost per call”?
1.Branches calling 250,000 leads per month?? Current Effectiveness at Branches??
2.Conversion ratios of opportunities at branches?
3.Inadequate Lead & Sales Management System
4. Limited Tracking & Reporting?5.When are highest propensity to
sell?6.Sales through Service strategy?
Branch and Call Centre?7.Upsell & Customer Profiling for
other products on system?
1.No Retention strategy in place? (Not Loyalty Program).
2.No capability or ability to impact defaults proactively. (Cost of Retention vs Cost of Defaults?)
3.Do POC on ROE of a retention desk.
4.Combine Retentions Desk with Proactive Marketing/’Customer Intelligence gathering
1.What is current ROE Ratios (30/60 & 90 Days )
2.What are current Effectively Ratios? (30/60/90 Days)
3.What are current Propensity to Default Analysis?
4.What are currently the highest Propensity to Pay days of the month?
5.What are the current resourcing models? (Intra-Day; Week; Month and Seasonal?)
6.What is current “Cost Per Productive Hour”?
7.What is current Effectiveness to Collect per Productive Hour? Actual Cash paid. Not PTP.
1. Cost per Activation?2. Cost per Productive Hour?3. Average Profit per Customer? (Accounts
& Credit?)4. Branch Productivity & Efficiency?5. Opportunity costs?
1. Cost per Average call?2. Total “Cost to Serve”?3. Cost per Productive Hour?4. Productivity and Efficiency?5. FCR rate? & “Right First Time Rate”?
1. Cost of upsell?2. Accuracy of upsell?3. Conversion rates at
Branches?4. Contact rate vs
leads?
1. Cost of Collections?2. Effectiveness
Ratio?3. Propensity to
Default?4. Resourcing vs.
Propensity?
1. TCO for all functions?2. Cost of Causality
between Functions, Process inefficiencies and system inefficiencies?
3. ROE analysis for Projects to Improve?
Efficiency Questions: Consolidated
© 2013 Copyright Restricted.
Efficiencies & Cost Reduction StrategiesIm
pro
ved
Cu
sto
me
r E
xpe
rien
ce
Improved Efficiencies / Cost Reduction
Rightsizing Real Estate
Right Sizing Resources (WFM)
Call Avoidance
Relocation Labour Arbitrage
Proactive Care - Voice
Multi Skilling
FCR
Repeat Call Reduction
Proactive Care - Digital
Process Integration/Call Demand Balancing
FCR Process ImprovementsSupply Chain Improvements/Call Avoidance
Reduce Property Lease Liabilities
CAPEX to OPEX
SMART Apps/Simulation - FCR
Training Efficiency/Speed to Quality
Customer Segmentation Service StrategyCustomer Journey Analytics/Improvements
VOC Analytics/Improvements
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Improvement Run Rate
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Efficiency Numbers
Initial Areas Identified with assumptions % Gain Yr 1 % Gain Yr 2 % Gain Yr 3 % Gain Yr 4 % Gain Yr 5Accurate WFM 5% 5% 5% 5% 5%Multi Skilled Groups 2% 3% 2% 2%IVR Self Service Penetration 1% 1% 1% 1% 1%Call Avoidence/Pro care 1% 1% 1% 1% 1%Management Ratios 1% 1% 1% 1%Increase in Lead Sales 1% 1% 1% 1% 1%Increase in Branch Conversions 1% 1% 1% 1% 1%FCR with SMART Applications - Reducing Repeat Calls 1% 1% 1% 1%
Annual % Gain 9% 13% 14% 13% 13%Annual OPEX Payable R 100 000 000 R 100 000 000 R 100 000 000 R 100 000 000 R 100 000 000
Annual Gain R 9 000 000 R 13 000 000 R 14 000 000 R 13 000 000 R 13 000 000
Effeceinecy Gains (Areas and numbers provided by Company A as an initial gestimate)
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ROI for Voice Analytics (Per Annum)
ROE CalculatorNumber of Calls per annum 3,600,000 AHT/Minutes 5Cost per Call R 25 Cost Per Minute R 5.00Sub Total R 90,000,000 R 25.00% Improvement 10%Total ROI R 9,000,000
Customer Service Budget R 0 AHT/Seconds 300% Improvement 5% Cost Per Second R 0.830Total ROI R 0 R 25.00
Sales Budget R 300,000,000% Improvement 3%Total ROI R 9,000,000
Collections R 500,000,000% Improvement 3%Total ROI R 15,000,000
Total Savings/Revenues R 33,000,000
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Solutions & Services
© 2013 Copyright Restricted.
Our SOLUTIONS....
To understand your customers and how you should service
them, correctly.
Customer Journey
Analytics
INSIGHTS
Management Advice & Services
(Consulting)
We assist to take the stress out of
managing Innovation, Transition and
Change.
SMART
Customer Service
Transformation &
Improvement
Transition your customer lifecycle
management based on Insight & Analytics .
OPTIMA
ProCare² Proactive Customer Care Solutions
SMIQ² Social Media Solutions
INNOVATION HUB² Management Analytics Hub
VOC² “Voice of the Customer” Solutions
DIGITAL² Digitalization & “SMART” Applications (Mobile Apps)
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Questions?
Kobus van der WesthuizenCEO & FounderMobile: [email protected]