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Case Studies

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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Case Studies

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  1. Case Studies

  2. Agenda • Active Enterprise Intelligence • 5 Call Center Areas for Improvement With Analytics • 5 Case Studies • Taking Action

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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

  9. 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

  10. #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

  11. #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

  12. #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

  13. #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

  14. #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

  15. Case Studies

  16. Case Study #1: US BankAnalysis and Optimization of Pathways, ACD Queueing

  17. 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?

  18. 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

  19. Case Study #2: European TelcoInbound IVR Call Speedups

  20. Case Study #3: Australian Bank Smart Outbound Personal Banker Calls

  21. Case Study #4: North American TelcoImproved Customer Service with Real-Time Data

  22. Case Study #5: Major USA InsurerBetter Daily Reserve Modeling, Customer and Broker Self-Service

  23. Bonus Case Study #6: Major USA Telecomm Managing Price and Plans for New Subscribers

  24. 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

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