Growing your business and need to make sure your contact center scales with it? Lorena Lauv, All Web Lead's Director of Software Services, joined Twilio at SIGNAL 2017, to share her best practices. Watch her full talk here: https://www.twilio.com/learn/contact-center/all-web-leads-lorena-lauv-on-how-to-scale-a-virtual-call-center

1. LorenaLauv,DirectorofSoftwareServices
Challenges of Growing a Virtual Contact Center

2. ·2
What is AWL and why do we have a contact center?
Consumers
looking for
insurance
Insurance
providers
We Match
Types of insurance:
AUTO HOME HEALTH
We TransferWe Offer
Leads
Clicks
Calls

3. ·3
Call Flow
Consumer fills out
online quote form
AWL prioritizes lead
and calls consumer
Contact Center
Agent
Consumer
Insurance Agent
Warm Transfer

4. ·4
Challenges
• Limitedcontactcenteragentreal-timedata
• Complicatedcallflow
• UsedEnterprisecallproductthatdidn’tscalewithus
• ConsumerContactability
• Trainingofnewcontactcenteragents

5. ·5
Use Twilio To Power Our Calls
• ExperimentedwithTwilioinasmallerContact
Center
o Worked with less complicated flows
o Test call connections with the consumer and
contact center agent
• ExperimentResults:
o Ease of development
o Better contact center agent work activity tracking
o Cost savings using Twilio

6. ·6
Implementing Twilio
• Whatdidwebuild?
• Twiliocomponentsweused
• Howitaddressedthe
challenges INBOUND/
OUTBOUND
CALL
Workforce
Client
Contact
Center
Client
MONITORING
CLIENT
API
CONFERENCE
RECORDING

7. ·7
Power Of Callbacks
• TrackinitiatedcallsforCPS(CallsPer
Second)
• Trackcontactcenteragentactivity
• Determinecustomerthirdpartytalktime
• Supportconcurrencycap
• Capacityplanning

8. ·8
Contactability:What’sactuallyhappeningrightnow?
• Dataminingandmachinelearningalgorithmto
produceadialerscore
o Consumer lead attributes
o Time of day, day of week
o Eligible customer attributes
• Capacitymetricsofourcontactcenteragents
o Active agents on call/off call
o Agent wait times
o Consumer wait times
Data Mining
Capacity
Metrics

9. ·9
New Challenges With the Next Level of Success
Real-timeMonitoring
Training

10. ·10
Real-time Monitoring
Real-time
dashboard
Real-timestats
integratedinto
WorkforceClient

11. ·11
Training Efficiency
• Embeddedscripting
• Livecalltraining
• Supervisormonitoringfor
coaching

12. ·12
Top 3 Things Learned Using Twilio
o Rapid development cycle
o Richness of call data we didn’t
have before
o Quick support response times
and great customer experience
TOP

13. ·13
Where to next?
Things we would like to explore ….
Text messaging Video Chat
Increased intelligence
about call content

14. ·14
Twilio Wish List
o More data when API request fails
o Recordings pushed automatically to AWS S3
o Improve debugging of calls in Console
TOP

15. LorenaLauv,DirectorSoftwareServices
Challenges of Growing a Virtual Contact Center