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Case Studies . Agenda . Active Enterprise Intelligence 5 Call Center Areas for Improvement With Analytics 5 Case Studies Taking Action . Active Enterprise Intelligence. Align and Accelerate. Helps You Make Better Decisions, Faster – Across the Enterprise. Strategic Intelligence :

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Presentation Transcript
agenda
Agenda
  • Active Enterprise Intelligence
  • 5 Call Center Areas for Improvement With Analytics
  • 5 Case Studies
  • Taking Action
active enterprise intelligence
Active Enterprise Intelligence

Align and Accelerate

Helps You Make Better Decisions, Faster – Across the Enterprise

Strategic Intelligence:

Great Insights about the Business

Operational Intelligence:

Operations People and Systems

Become Smarter and Faster

where can analytics help the call center
Where Can Analytics Help the Call Center?

ACD

Monitor

Queue 1

Agent 1

Agent 2

Agent 3

Queue 2

Agent 1

Agent 2

Agent 3

And Even

Here?

Can Analytics Help Here?

And Here?

Call

Screen Pop

In-

House

Agent

At

Home

IVR

ACD

Off

Shore

the problem customer data is in silos everywhere
The ProblemCustomer Data Is In Silos … Everywhere

Business Unit A

Business Unit B

Business Unit C

Business Unit D

Web

Channel

Call Center

Channel

Mail

Channel

Sales

Agents

Website

Trades

Banking

Call Center

Sales

Marketing

Loans

Finance

Stocks

Credit

Annuities

Customer

Profile

Planning and

Retirement

Partner

Info

the solution one data warehouse
The SolutionOne Data Warehouse

Web

Kiosks

Call

Center

Sales

Executive

Product/Services

Finance

Marketing

OPERATIONAL INTELLIGENCE

STRATEGIC INTELLIGENCE

Workflow, Portals,

and Applications

Business Intelligence

Tools and Applications

Data Warehouse

  • Sales
  • Call Center
  • Finance
  • Marketing
  • Suppliers
  • Customers
  • Channels
  • Products
  • Trades
  • Accounts

MDM

CRM

ERP

Other

active enterprise intelligence analytics
Active Enterprise Intelligence Analytics
  • Strategic Intelligence
    • Who calls?
    • Why?
    • Who eats up time?
    • What do they need?
    • What can we offer?
  • Operational Intelligence
    • Consolidate customer information for each channel
    • Single screen – all context
    • Smart dialogues
    • 2-4 next-best-offers
    • Call Center Agent and IVR
  • Customer profile
  • Customer value
  • Churn probability
  • Segment
  • Compelling offers
  • Products owned
  • Transactions
  • Buyer preference
  • Contact history
  • Service records
  • Complaints
  • Emails

Agent

  • Collateral
  • Sales kits
  • Scripts
what do analytics look like
What Do Analytics Look Like?

Operational

Intelligence for

The Call Center

Strategic

Intelligence

Operational Insights

Strategic Insights

What Will

This

Customer

Buy Next?

Is This

Customer Ready to

Buy?

At What

Price

Will This

Customer

Buy?

Propensity

to Buy

Next

Best

Activities

Relationship

Pricing

What Is

This

Customer’s

Probability

Of Fraud?

How

Profitable

Has This

Customer

Been?

Will This

Customer

React on

This

Channel?

Risk and

Probability

of Fraud

Product

Profitability

Customer

Responses

how can analytics be used by the call center
How Can Analytics Be Used By The Call Center?

LB@gmail.com

708009838228

Customer View

Renewals: 07/02/09

Affinities: e-Nest3

Product links

Acct Age: 7

Last order: 01/15/07

Last offer: B707

Customer

Cindy Bifano

1168 Barroilhet Dr.

Hillsborough, CA, 94010

555-954-5929

Customer Value score: 87

Attrition score: 32

Accounts

Email

Household

Trigger

Personalized offers

Savings

Lending

I see you made a large deposit 4/13/07. Do you have any plans for this? Can I suggest a high yield bond?

Did you know you are near your overdraft limit? Would you like to consolidate this into a term loan?

Joint account

Customer History

Contact

Summary

Date

My Sales Targets & Scores

Call Ctr

Inbound

03/02/07

Offers Made

Sales

$ Target

Hand

offs

email

Outbound

04/18/07

Target

Actual

Call Ctr

Inbound

04/21/07

75

63

81%

21

!

!

<

>

<

>

X

X

X

X

Personalized Offers

5 areas where analytics can help
#1: Use Analytics to analyze what people are doing across all the channels

Move Simple Inquiries to Self Service (e.g., to the Web)

Simple Inquiries

Account balance

Frequent flier postings

Simple Transactions

Order flowers or a book

Make a stock trade

Book a flight

5 Areas Where Analytics Can Help

Channel Mix Optimization

5 areas where analytics can help11
#2: Use analytics to analyze what people want to do via the phone

Make the first options in the IVR the most relevant ones

Match IVR selections to their purchases

Match IVR selections to probable service needs

Match IVR selections to marketing campaigns

5 Areas Where Analytics Can Help

IVR

Personalization

5 areas where analytics can help12
#3: Use analytics to drive queuing rules at the ACD

Deliver the best service to the best customers or high-potential prospects

Faster queues

Educational or relevant information while waiting

Connect to the best agents

5 Areas Where Analytics Can Help

Value-Based

ACD Queuing

5 areas where analytics can help13
#4: Use data analytics to provide up-to-date status and analytical information to agents via dialogues

Anticipate service problems, e.g., we “know” you had dropped calls this morning

We “know” what kind of next best offer to provide, or service remedy

5 Areas Where Analytics Can Help

Sales & Service

Personalization

5 areas where analytics can help14
#5: Use analytics to drive new management metrics: why people call, whether they are satisfied

Newer Metrics:

% first call solution … “One and Done”

Holistic non-silo’d Caller Analytics

Dialogue Refinement / Redesign

IVR and Call Script opt-out points – where are we losing users?

5 Areas Where Analytics Can Help

Know Thy

Customer

case study smart call routing
Case Study: Smart Call Routing

Queue

Call sent to Agent with sales skill set

Agent 1

Agent 2

Agent 3

Smart Call Routing

Arrivals

High propensity

to buy caller

  • Lost calls
  • abandon
  • busy

Source: Gary Class, Wells Fargo, “Call Center Metrics: Who Calls and Why Do They Call?

case study impact
Case Study Impact
  • Targeted campaigns: 3X more responsive than untargeted
  • 90% lift in response to inbound marketing interactions
  • 20% increase in activation from life-cycle messaging
  • Phone bankers generate 4 times more revenue when routed high potential calls (plus training and incentive)

Senior VP, Customer Information and Analytics,

Major US Bank – presentation at Partners 2007

case study 5 major usa insurer better daily reserve modeling customer and broker self service
Case Study #5: Major USA InsurerBetter Daily Reserve Modeling, Customer and Broker Self-Service
active enterprise intelligence24
Active Enterprise Intelligence

Align and Accelerate

Helps You Make Better Decisions, Faster – Across the Enterprise

Strategic Intelligence:

Great Insights about the Business

Operational Intelligence:

Operations People and Systems

Become Smarter and Faster