8. The Demand Delta
…in customer communications
Rising customer expectations of
communication and service…
Demand Delta
Organisations inability to keep up with
customer expectations
9. Digital networked economy
Transactions are instant and
secure
Technology waves continue to
disrupt the economy
Networks are low cost and
ubiquitous
Network, not the computer
Ability to connect, not compute
17. What we learned
To listen to our customers
To put our customers at the heart of everything we do
To empower all of our people to own & resolve customer issues
To ensure that senior management have first hand experience of
front-line customer interactions
To recognise this is not a once-and-done initiative, but an ongoing
strategy
Applied customer centric metrics
18. Customer centric metrics
Metrics used to be all about Now they need to be about
efficiency, costs and activity customer experience & outcomes
Time to answer First contact resolution
Call abandon rate Contact outcome
Average call handling time Average value over time
Calls per hour Skill churn rate
Customer satisfaction Customer dissatisfaction
Utilisation
19. Virtually linking Team Trackers
“We chose BT because they
“We chose BT because theyreally
listened to us, listened
understood our business, and
to us, really understood our business,
had the global reach and
and had the global reach and resource
resource that we were looking
that we were looking for…they could
for…they could meet our
challenging timescales for
meet our challenging timescales for
implementation.”
implementation.” Attilio Battaglia
Chief Executive Officer
Team Trackers
Attilio Battaglia
Chief Executive Officer
Team Trackers
20. Virtually linking Team Trackers
Contact centres track lost baggage for stressed travellers
Air France/KLM, Europ Assistance joint venture
Single point of contact, 24/7 * 365
Provides multi-lingual baggage and claim management services for
major Airlines, customer answered in native language
80% of all call answered within 20 seconds
10% increase in calls answered within 20 seconds
Seamless, full service transferred to Prague contact centre after fire
knocked out Madrid centre – in under 20 minutes
21. Transforming Continental Airlines
Consolidation into strategic sales operation in Mexico
“After listening to what we wanted,
BT approached us with this unique
partnering option: they would be
responsible for the outsourced call
centre, provide the telecoms and
manage the overall project”
Kathy Midyett
Director of City Ticket Offices & International
Reservations, Continental Airlines
22. Transforming
Continental Airlines
Consolidation into strategic sales operation in Mexico
Best Place to Work (Fortune Magazine) six consecutive years
Training Magazine’s Top 100 Training Organizations four straight years
Centralized all customer databases allowing reports & tools to have one source of
customer information
Streamlined 16 reservation centres across Latin America
Consolidated sales into single site Monterrey, Mexico
Revenues increased by 8%, book to call ratio’s up
Capital and re-occurring costs savings
23. In summary
Customer expectations will continue to increase
Customer oriented infrastructure underpins delivery
Infrastructure costs now make implementation affordable
Possible to enhance customer service & to reduce costs
Your competitors are already doing it
