Bogdan Lazaroae: +4 074 8882323 [email protected] Using technology for improved decision making Bucharest, Romania, May 30, 2007 From Call Data

Bogdan Lazaroae: +4 074 8882323 [email protected]

Using technology for improved decision making

Bucharest, Romania, May 30, 2007

From Call Data to Business Intelligence

© 2007 by Ensight Management Consulting. All rights reserved.

© 2007 by Ensight Management Consulting All rights reserved

2

About us

Paradigm shifts

Role of business intelligence

Role of business intelligence experts

Agenda


3

About us

Today we are the most important local management consulting company, both in terms of turnover and number of staff.

We are independent and not subordinated to any international consultancy network.

We are fully capable to offer integrated business solutions, due to our team’s multi-disciplinary skills and solid experience.

Ensight Management Consulting is a management consulting company with 100% Romanian capital, evolving continuously since 2000:


4

Our business philosophy

Our business philosophy Know. Accelerate. Perform synthesizes the Ensight promise to its clients and partners.

Know. Knowledge is the foundation of performance. Every consulting approach starts and ends with “knowing”.

Accelerate. Doing better and faster is the unstoppable source of competitive advantage.

Perform. Performing, fitting to deadlines, keeping promises are the winner’s basic skills.


5

4 things call centers are considered to be:

Call centers are service organizations Call centers are costs centers Lowest cost of execution is the driving force behind call centers Call centers are only a funnel of information to the rest of the organization

The paradigm shift in call center management

4 things call centers should be considered as:

Call centers are the front window of the company to the customers Call centers should participate in revenue generation Call centers can generate tangible business value Enhanced analytics can improve the customer interaction and lower churn


6

Bridging the informational gap

Transactional call data

GAP

Business Intelligence

Data

Information

Knowledge

Intelligence


7 Transactional vs. unformational systems

The primary purpose of a transactional system is to record individual events in the life of a call center

The primary purpose of an informational system is to serve business needs aligned with the strategy of the organization

Transactional systems collect large amounts of data but almost no information

Informational systems transform data into actionable intelligence

Informational systems move an organization from “how much?” to “how well?”


8

Stages in data transformation

Do we know what is going on?

“We had a 30% call increase in the last two weeks.”

Are we performing as well as possible and if we make changes what is the impact?

“The call increase occurs between 9 and 11 am, calls are handled after a 5 minute hold. Calls are about late deliveries.”

What trends can we see and how do we respond?

“Late deliveries are due to a strained relationship with the suppliers. A new script is implemented to explain the reason for the delay.”

Ad-Hoc Intelligence Observational Intelligence Actionable Intelligence

Business activity monitoring

Business process management

Data mining and analytics


9

Call center KPIs

Call CenterKey Performance

Indicators

Cost Cost/contact Cost/minute of handle time

Agent Occupancy and turnover Schedule adherence Training hours

Service level Distribution of answer speed across

agents Call abandonment by customer type Distribution of hold/queue/abandon

time Productivity

Agent utilization across client base Contacts/agent-timeframe

Quality Call quality Customer satisfaction % calls requiring rework

Call handling Talk time distribution by issue

After call work time distribution First contact resolution rate


10

For the business organization:

Increased customer satisfaction and retention rates while decreasing costs Maximize customer value by increasing cross-sell and up-sell rates Monitor channel usage costs Reduce staff turnover and increase productivity and effectiveness Understand customer profitability and propensity to buy

Benefits to using call data intelligence

For the technology organization:

Integrate financial, supply chain, CRM and telephony data from multiple sources Quick adaptation to changing business needs by leveraging existing systems Definition of key metrics and KPI occurs once at a centralized level


11 The role of Business Intelligence experts

Profound knowledge and understanding of the client’s business and industry

Organizational understanding and technology expertise

Definition of business requirements and KPIs for the BI solutions to support strategy

Unbiased advice regarding IT governance, compliance and solutions

Ability to integrate multiple stakeholders in an enterprise-wide project

Thank you! For additional information please contact us at:

© 2007 by Ensight Management Consulting. All rights reserved.

Niro Business Center 184-186 Traian St., 024045 Bucharest, RomaniaPhone: +4 031 4055468Fax: +4 031 4055467www.ensight.ro

Documents

Bogdan Lazaroae: +4 074 8882323 [email protected] Using technology for improved decision making Bucharest, Romania, May 30, 2007 From Call Data