WELCOME TO Converting Your Call Center Into a Profit Center

1. WELCOME TOConverting Your Call Center Into a Profit Center Presented by Doug Marlowe For Broadband Learning Live © 2003 Maher & Maher

2. Ground Rules • Navigate to File > Connection Speed to specify your connection speed. • Please use the mute feature on your phone if you are in a high-traffic or noisy area. • Please do not put the call on hold if you have hold music or a recorded hold message.

3. Whiteboard: Presentation area Polling Annotation Tools Participant Info, Raise Hand, Emoticons Chat Room

4. About Broadband Learning Live • 2 years old, dozens of recorded modules • Cable & Telecom • Business Management • Customer Care • Understandable • New products and trends

5. Agenda – Call Center Conversion • Call Center Basics • Call Center Tools and Processes • Trends in Call Center and Field Support Services • Case Studies • Conversion Challenges

6. At the end of this session you will be able to: Explain how added call volume and truck rolls significantly decrease profits. Describe the features and functions of tools used in call centers. Explain how the tools used in call centers increase productivity and customer satisfaction. Evaluate on-line learning tools for call center staff. Discuss effective online customer education strategies.

7. About My Call Center: • Filled with confused and dazed entry level people. • Our training program is adequate for our needs. • Our support system provides a 360 degree view of the customer. • We use our support center to sell the customer up to higher revenue products and services. Please select your answer from the polling options now.

8. Call Center Basics - Intro • Room full of agents in small cubicles • Using PCs to access customer records managed by servers and databases • Answering incoming phone calls coming through an Automated Call Distributor (ACD) • Agents participate in company designed training programs.

9. Order Processing Tech Dispatch Billing & Collections Prospecting Email Response Web Chat to Agent Call Center Basics – Agent Tasks

10. Call Center Reality • Old equipment and operating systems • An ACD (Automated Call Distributor) always in need of fine tuning. • An IVR (Interactive Voice Response System) that creates voice mail hell. • Multiple processes per call type • Overworked and poorly trained agents

11. Call Center Trends • Eliminate non-standard processes • Bring home out-of-country outsourcing • Add Tech Support for • Home Networking, DVR & HD and VoIP • Computer Applications, Hardware & Peripherals

12. Call Center NEW REVENUE • As more and more customer premise equipment is decided upon, purchased and installed by the customer, THEY WILL CALL YOU FOR HELP. • So, CHARGE THEM FOR TECH SUPPORT. • Be your Customer’s One Source Resource. • Team with known success stories like CDW. • Outsource to a credible tech support call center.

13. Call Center Terms • ACD – The phone system device that: • Keeps track of every call. • Records calls for quality control purposes. • Lets agents and supervisors see avg. hold time. • IVR – Interactive Voice Response • Voice Mail Prompts • Has hooks into the database

14. Call Center Terms • Inbound – Incoming Calls • Outbound – Agent made calls – Telemarketing • CRM – Customer Relationship Management • eCRM – CRM done over the internet • VoIP – Voice over IP • KPI – Key Performance Indicator • Decision Support Systems – Track processes

15. Call Center Complexity

16. Call Center Convergence - 360º View

17. Call Center Migration • Traditional • Inbound to Level 1 • Problem Escalation • Dispatch • Intermediary • 360 Degree View • One Queue Resolution • Immediate Response/Fix • Advanced • 3D View - All Services • Desktop Diagnostics • Desktop Resolutions • Customer Initiated Fix • Remote Access • Guided Sales • Self-guided sales

18. Let’s Design a Call Record

19. Call Center Tools • Clarify • Concerto Software (Davox) • Scopus • Liberate • Remedy • Siebel • Microsoft Access & SQL Server • Element Management Systems

20. Call Center Partners • Intelecable – DST Innovis • Automated workflow • Daily processing • Money processing • System parameters • Standard and custom reporting • Field services management • Cyber CSR

21. Call Center Partners • CSG – Broadband Solutions • High Volume Transaction Processing • Billing • Account Management • Back End

22. Call Center Partners • Convergys • Integrated Communications Operations Management System (ICOMS) • Charter, Cox, Comcast and Insight are using ICOMS for billing and account management • Infinys the “Next Generation” • Accelerates the launch and sale of new services • Builds upon ICOMS

23. Ways to Improve ROI in the Call Center • Converge Multiple Processes • Mainframe, Server and Remote • Activation, Billing, Performance, Remediation • Benefits • Lower Total Cost of Ownership • Improve Agent Productivity • Improve Customer Satisfaction

24. Ways to Improve ROI in the Call Center • Workflow Enhancements • Access to Google (Knowledgebase) • Agent Email, and Toolbox • Benefits • Reduce knowledgebase complexity and costs • Reduce agent mistakes • Improve customer’s feeling of attention

25. Ways to Improve ROI in the Call Center • Universal Queues • Eliminate Level 1 queues • Give all agents ability to support customers at Level 1 & 2 functionality • Reduces IVR complexity • Benefits • Elimination of duplicate processes • Reduces abandoned calls

26. Ways to Improve ROI in the market • Enable self-mediated sale of multiple services • Enable the efficient bundling of services • Reduce the # of unsynchronized systems • Benefits • Reduce order fallout • Increase revenue dollars per household

27. Customer Education Strategies • Welcome Kit • Picture Oriented Posters • Quick Start “Before You Begin” Guides • DVD or VHS “How To” – Humorous vignettes • Language translations that make sense • Coupon for “First Call” • Local Classes – Presentations “Town Hall” • VOD free “How To” Videos

28. Customer Education Strategies • On Line • Specialized Customer Education Web Portal • Subscribers Only • Multi-language support • Cyber Agent • Streaming Video Demonstrations • Moderated Forum (Maybe Chat)

29. Learning Tools for Staff • What Works • Interactive Webinars • Secret Shopper Assessments • Instant Messaging – Quick Tips • Environmentally Engineered Classrooms • Mentors • What Does Not Work • Traditional Classroom training • Self Paced Modules

30. Call Center – A Review Just shout out whatever you think you heard.

31. Case Study – Anixter • Inbound Call Center for Ordering • Added Engineering, Network Design, Installation, Training Classes, Maintenance Contracts and Repair Services. • Trained Sales to Up-Sell. • Improved profits and increased margins • Sold whole unit to SBC for $200 Million

32. Case Study – Major MSO • Inbound Call Center for Ordering (on and off shore) • Up-selling customers • Agents equipped with scripts • Fields activate Pop-Ups • Uses all “customer touches” as sales opportunity • Trouble Calls • Orders • Account Questions • Activation

33. Challenges to the Cable Industry • How to manage the launch, sale and support of advanced services. • VoIP • OpenCable & PacketCable • Gaming • Remote Healthcare, etc… • Competition from DSL • Role of Commercial Services in the daily life of the operator

34. Summary • Process Re-Engineering • And Back-Office Convergence • Leads to Reduced Complexity • Reducing “Time to Resolve” • Leading to new sales opportunities • And more satisfied subscribers • And better equipped agents • Improving the bottom line

35. Thank you! This webinar has been brought to you by: Please send all questions or comments to coordinator@broadbandlearninglive.com