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Call diagnostics 2013 12 15

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Call diagnostics 2013 12 15

  1. 1. Clear insight into Contact Centre performance is hard to come by Call diagnostics 14th December 2013 Powered by
  2. 2. Our offering Insight - Design - Transformation We help companies create more profitable customer relationships by: - Helping them better understand their customers’ motivations and experiences - Designing better customer experiences (on and offline) - Helping companies implement change that will enable them to consistently deliver those experiences.
  3. 3. Customer insight Call diagnostics   Improving customers’ experience through the contact centre Reducing waste
  4. 4. Clear insight into contact centre performance is hard to come by Source: http://www.rapport.co.uk/clients/#
  5. 5. But the potential benefits it can bring are huge Source: http://www.rapport.co.uk/clients/#
  6. 6. A quick, low cost diagnosis A one-off fee of £2,750 + VAT We will monitor your three top inbound lines for two weeks Our presentation of findings will include: - An independent audit of reported call volumes - Level of repeat calls o o o o - Contact centre bottle necks o o - % of calls from the same customer Calls per customer Calls to your advertised customer lines coming from suppliers and internally Time between repeat calls Volume of engaged and unanswered calls Lost customers Out of hours calls IVR drop out points and volumes Volume of short (unproductive) calls
  7. 7. Our call diagnostic captures and reports all calls    Our data comes from the telephone network not the contact centre (ACD) This means we can measure failed calls you can’t normally see (engaged, abandoned in the IVR, out of hours calls etc) Most in-house systems under report calls by, on average, 12%* *Based on actual customer data
  8. 8. Repeat Contact*    Multiple calls by customers reflect ineffective contact centre processes Highlights poor customer experience Leads to higher costs and lower sales 72% Unique Customers *Based on actual customer data 28% Repeat Calls
  9. 9. Targeted listening   We can go on to provide time stamps for all calls matching a specific profile This enables targeted listening to quickly identify root causes Queue drop outs Broken promises Required info missing *Based on actual customer data
  10. 10. Identifying poor practice     Through this analysis most Clients discover high volumes of supplier and internal calls going to advertised customer lines Creating unnecessarily high 0800 and 0845 call costs Distorting campaign reporting And blocking warm prospects from getting through *Based on actual customer data
  11. 11. Drilling into key drop out points *Based on actual customer data
  12. 12. IVR performance   Every company needs to understand exactly where people drop out in the IVR Small changes here can make a big different to outcomes *Based on actual customer data
  13. 13. Benchmarking   We can identify results that are outside the norm Triggering deeper analysis Calling When Closed (Unique Customers) Day Mon Tues Wed Thurs Fri Sat Sun 00:00 - 08:00 200 200 200 200 200 450 09:00 1000 1000 1000 1000 1000 10:00 2000 2000 2000 2000 2000 1000 11:00 2000 2000 2000 2000 2000 1000 Time of Day 12:00 13:00 1000 2000 1000 2000 1000 2000 1000 2000 1000 2000 1000 1000 1350 14:00 1000 1000 1000 1000 1000 1000 15:00 1000 1000 1000 1000 1000 1000 16:00 2000 2000 2000 2000 2000 Total Customers Total Out of Hours Customers % Out of Hours 17:00 - 23:59 400 400 400 400 400 600 71400 5400 8% Double the industry norm *Based on actual customer data
  14. 14. Notes   Works with non-geographic inbound numbers No systems or contact centre integration required Works remotely using telephone network data  Requirements from Client 3 lines to monitor and descriptions Authority to Telco for data collection (1 line email based on template we supply) Opening hours for each line  One-off Fee includes Set-up and database build Test calling and profiling Diagnostic report package Presentation of results
  15. 15. Powered by Rapport     Our Contact Centre Diagnostic is powered by Rapport A leading provider of tele-analytics data established in 1996 We have worked with them since 2002 Their technology powers the analysis of many of the UK’s leading agencies and contact centres including: - British Gas - TV Licensing - Lloyds TSB - Barclays - Readers Digest - Santander - Thames Water - Carat (Aegis Group plc) - And many more
  16. 16. Full-service contact centre analytics      Online dashboard Metrics include First Call Resolution and Customer Effort Score Performance alarms flagged direct to Client Drill down by hour, inbound number and destination Export to Excel
  17. 17. Find out more    Call Diagnostics is one of our suite of insight tools and techniques Other services include real time service tracking and Customer Effort Score, customer journey mapping, ethnographic research, shadowing and quantitative research. To find out more about these or our design and transformation services please contact: Martin Wright or Stephen Grey on Martin.wright@customerjourney.uk.com Stephen.grey@customerjourney.uk.com (0845) 83 82 159 Or visit www.customerjourney.uk.com

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