CCNG RoundTable

THINK BIG - WORK SMARTCopyright ©2009 LSA Global All Rights Reserved.www.LSAGlobal.com 800.889.6452

CCNG and First Citizens Bank Round Table Event

“Creating Your Contact Center's Value Proposition in the Evolving Economic Environment :

Social Media: Its Impact on Your Value Proposition Remote Agents: Increasing Efficiency and Effectiveness

August 30, 2011

Anne Ivey Slough

Head of the Sales and Service Practices

[email protected]

919.779.0003

THINK BIG - WORK SMARTCopyright ©2009 LSA Global All Rights Reserved.CONFIDENTIAL. FOR INTERNAL USE ONLY

Agenda

Introductions

Contact Center State of the Industry

At-Home Agents Barriers/Benefits

Contact Center, Social Media Barriers/Benefits Constant Contact

Final Thoughts/Drawing


LSA Global Introduction

Since 1995, LSA has helped organizations create and maintain competitive advantages through people. Over 85% of our business comes from repeat clients and our customer satisfaction rating is 97.5%. Our clients tell us that we are different. Our clients tell us that we save them both time and money. Our clients tell us that they appreciate access to experts across many areas.

• A+ programs, facilitators, and consultants• Best of breed expertise and experience• Bottom line impact• Flexibility and responsiveness• Deep knowledge of the client and your organization• Reduced overall learning costs• Ability to quickly and effectively scale up and down • Guaranteed results


Contact Center Practice: Key Triggers

Reducing turnover.

Improving customer satisfaction / loyalty / retention.

Increasing cross and up-selling.

Improving product knowledge.

Resolving more calls the 1st time.

Handling increased competition.

Trying to clearly differentiate products and/or brands.

Seeking to capture the voice of the customer to improve interactions.

Balancing quality and quantity measurements.

Assessing the culture to diagnose the performance gaps.

Testing, interviewing, on-boarding, & coaching representatives/associates.


Introduction Activity

1. Name2. Role/Title3. Company/What does your company do/make/provide?4. Why are you here?5. Do you have an At-Home agent program? If yes, please

describe it? If no, are you planning on implementing At-Home agents and when/why?

6. Do you currently have a social media strategy? What is it? If no, are you currently looking to create a social media strategy?


Our Value


State of the Industry

Customer Experience D+

Agent Advocacy/Empathy C-

Efficiency D

Automation Features D-

1. Leo J. Shapiro & Associates, LLC

THINK BIG - WORK SMART

2. WHAT DO AT-HOME AGENTS AND SOCIAL MEDIA HAVE TO DO WITH OUR VALUE?

1. How can the Contact Center establish or re-establish its value to the organization, given the current economic environment?

Copyright ©2009 LSA Global All Rights Reserved.CONFIDENTIAL. FOR INTERNAL USE ONLY

State of the Industry


Contact Center “Value” Statistics

82% of consumers have stopped doing business with a company as a result of a negative experience.

55% became a customer of a company b/c of their reputation for great service.

40% began purchasing from a competitive brand simply b/c of their reputation for great customer service (Zappos, Land’s End or LL Bean)

85% would be willing to pay more over the standard price in order to ensure a superior customer service.

55% recommended a company b/c of its customer service. 61% of Americans report they will spend an average of 9% more

when they believe a company provides excellent customer service. 85% of customers will potentially leave after a bad service

experience.


2010 Customer Service Experience Report for North America, RightNow


5 Key Contact Center Trends

Customer Satisfaction A Top PriorityHalf of respondents were classified as ‘customer-oriented.’ A further 35% were classified as searching for the ‘latest and greatest’ applications. ‘Cost-focused’ represented the remaining 15% of respondents.

Hosted Services Adoption

Rapid growth of social media customer interactionsOf respondents surveyed, 30 percent indicated they support social media customer activity and interactions on external social media sites (facebook, twitter, etc.), and 29 percent indicated they monitor and extract intelligence from this activity; of social media benefits, the top three cited were to “provide better customer service,” (75 percent), “drive sales,” (58 percent), and “drive customer loyalty” (54 percent).


Frost & Sullivan, 2010


5 Key Contact Center Trends

Growth of Web collaboration, text and videoOf supported inbound interaction channels, growth from 2009 to 2010 was highest for text/SMS (25 percent increase), video (15 percent increase), and Web-based interactions (8 percent increase).

Consistent customer experience across channels continues to be a high priority across industriesThe largest majority of respondents – 67 percent – rated ensuring consistent service across channels as a “very high priority” or “high priority.”

Significant increase in proactive customer contact activity across industriesOf three types of outbound customer programs, the majority — 65 percent — indicated they would increase their “proactive, value-add customer contact” programs over the next two years; 43 percent said they would increase their “sales and marketing” programs, and 42 percent said they would increase their “collections” programs.


Frost & Sullivan, 2010


At-Home Agents


What are the barriers to an At-Home Agent strategy?



At Home Agents-Barriers

Will I lose control? Will the agents feel isolated? Who will agents go to with

questions? Will you have real-time

communication? What technology overhead will I

have to address? Why should management be

interested?

Set policies & procedures. Integrated messaging and video. Available experts inside and

outside the contact center. Instantaneous access regardless

of location. Easy deployment or virtual service

options. Impact on the bottom line.

Barrier: Response:

“A “How to” Guide for Successful Home-Based Agents”,Kay Phelps, Avaya, 2009


What are the benefits to an At-Home Agent Strategy?



At-Home Agent Benefits (1)

0 20 40 60 80 100

Reduced Office Space

Fewer Work Distractions

Atrracting Better Employees

Retention of Key Employees

Having a Continuity of Operation Plan

Increased Productivity

Happier Workforce/Agent Satisfaction

1. The Work AT-Home Agent Model for Improved Customer Loyalty, inContact, by UCN , The Telework Connection

91%

78%

76%

68%

68%

67%

55%


At-Home Agent Benefits

1. Employer Benefits. (INCREASE REVENUE)

2. Employee Benefits (INCREASE ENGAGEMENT/SATISFACTION)

3. Flexibility for workforce management and better talent. (INCREASE SATISFACTION)

4. Environmental Impact (INCREASE VALUE)



1. Capital Investments/Facilities

-expansion without adding brick and mortar facilities or computers, desks, chairs, etc.

2. Benefits-often part-time employee model

3. Training-virtual/elearning model; faster speed to proficiency

“Deploying flexible home agents increases capacity by 15%-25%, reduces costs by 15%-25% and increased customer satisfaction.”1

=INCREASED REVENUE

1. Kelly OCG Services, 2010



1. Traditional work costs

– Eating Out

– Dry Cleaning

– Child Care

– Commuting (gas & car expenses)

2. Employee Loyalty

- Flexibility

- Improved work/life balance

- Comfortable work environment

= INCREASED ENGAGEMENT & CUSTOMER SATISACTION



1. Expanded footprint for talent and increased quality-ability to utilize screening analytics to select best candidates ex:

banking knowledge, pharmaceutical knowledge

-ability to compete for the top candidates; no borders

*Traditional Agents At-Home Agents18-26 Avg. Age 30-4835% College 80%Average Attrition LowerUnder 10 Avg. Yrs Work Over 10

*CBRE, Spring 2009, Exploring the Virtual Workplace



2. Scheduling-increased flexibility for schedule times (up to 15

minutes increments), part-time, spilt shifts, ondemand

3. Disaster Recovery

=INCREASED LOYALTY



Environmental Impact

Transportation Effects– Gas– Air pollution– Wear and tear on vehicle

“112,000 home-based agents saved $58 million gallons of gas and $640 million on commuting expenses, industry-wide in 2007.” 1

1. West at Home Study Highlights, Home Agents’ Positive Environmental Impact


SOCIAL MEDIA



Social Media-Trends & Drivers

45% of customers prefer to communicate with customer service on NON-telephone channels.

85% of customers want all of the channels that are offered to them to work together.

90.5% of customers would welcome proactive engagement to improve their customer experience through extended offers or help during self-service transactions.

58% of respondents would like the company to respond if they left a message on a social networking site, but only 22% of those who actually left a comment got a response. 2

By the end of 2014, it is estimated that 45% of contact centers will have integrated some type of social media support.


1. Jameson, Brian. “6 Pieces of Research Every Customer Service Pro Should Know.”2. 2010 Customer Experience Report for North America, RightNow


Who’s Driving Social Media?

Over ½ of the world’s population is under the age of 30. They do not remember the world without the internet.


What are the barriers to implementing a social media strategy?



Barriers/Pitfalls

No clearly defined objectives: What does success look like for us?

Think about the “Customer Lifetime Value”. How much does the client use you and how much do you spend servicing them?

How do I “operationalize” this? WFM, Who to Hire?, How do I monitor the interactions?

Get involved. Learn to use Facebook, Twitter, YouTube yourself first.



What are the benefits of deploying a social media strategy?



Benefits

Enables touch points/channels that best meet your customers’ needs, based on the inquiry. High touch, high value customers want the phone. More transactional needs met via IVR or Twitter.

Customer feels “heard” b/c it’s more immediate. Allows the organization to proactively push content and information

about products and the company to the customer to shape a perception.

Mitigates complaints by being actively aware and resolving issues (service recovery).

Shifts Customer Service teams to Retention Teams and Marketing Teams to Acquisition Teams/Specialists.

Creates a community of customers who can educate each other. Enables the ability to expand the conversation.

– Phone is 1:1

– Twitter or Facebook is 1: Many


THINK BIG - WORK SMARTCopyright ©2009 LSA Global All Rights Reserved.www.LSAGlobal.com 800.889.6452

CCNG & First Citizens Bank Round Table Event

“Creating Your Contact Center's Value Proposition in the Evolving Economic Environment :

Social Media: Its Impact on Your Value Proposition Remote Agents: Increasing Efficiency and Effectiveness

Anne Ivey Slough

Head of the Sales and Service Practices

[email protected]

919.779.0003

Documents

CCNG RoundTable