Keynote presentation - Omni Channel: The 2015 Global Contact Centre Benchmarking Report

Transcription

1 Changing Gear Rise to the Customer Challenge Keynote presentation - Omni Channel: The 2015 Global Contact Centre Benchmarking Report Siegfried Schallenmueller General Manager, Dimension Data, Professional Forums Ltd 2015

2 Welcome Stand up and have a chat with colleagues from other organisations What was most interesting from this morning s sessions? What is your interest in Omni Channel? This session is being videoed Conversations in groups or tables will not be recorded Comments made to the whole room will be recorded so please introduce yourself with name, job title and company 2 Professional Planning Forums Forum Ltd 2015

3 Agenda Siegfried Schallenmuelle r Keynote Presentation Discussion Q&A 3 -Jonty Pearce- Editor Call Centre Helper Professional Forums Ltd 2015

4 Changing Gear Rise to the Customer Challenge Keynote presentation - Omni Channel: The 2015 Global Contact Centre Benchmarking Report Siegfried Schallenmueller General Manager, Dimension Data, Professional Forums Ltd 2015

5 2015 Global Contact Centre Benchmarking Report Briefing for The Forum Tuesday 28 April 2015 accelerate your ambition

6 The Global Contact Centre Benchmarking Report Launched in 1997 by Merchants, Dimension Data s subsidiary contact centre specialist. Annual global research study of multichannel interactions in contact centres 18 years Of trends, performance analysis and best practice techniques Supported by over 30 of the world s leading industry groups and associations 901 Participants in this year s report approx Forum members

7 accelerate your ambition 7

8 2015 results at a glance 75% of companies recognise service as a competitive differentiator Up 18% in 2 years but c-sat levels down 4 th year in succession Up to 40% say IT doesn t meet current needs And nearly 80% say current systems won t meet future needs 74% see overall interactions increasing in 2 years Voice to drop 16% Non-Voice to rise 85% 23% drop in direct ownership models 34% of contact centres are planning for a hosted solution Social media is already 1 st choice for Gen Y (globally) Yet 57% of contact centres have no capability Omnichannel will become a necessity. It requires a joined up approach Analytics will be key in the next 5 years, But 40% have no capability

9 Four insights on engagement models gone digital 1 Go digital or die Digital contact is establishing itself as a first choice option both for customers and organisations Analytics hold the key Operational growth will be via non-voice Rising IT dependency driving cloud and hybrid ownership Analytics voted as No 1 factor that will change the industry to drive personalization and channel strategies based upon interaction value Digital enabled by mobility will lead to short term growth within the industry 85% uplift on non-voice channels, 16% decrease in voice Technology dependencies will force improved integration across hybrid architecture models (of hosted and owned IT)

10 1. Go Digital or Die

11 Context: Go Digital or Die New health warning for contact centres :! Go Digital or Die! Digital contact is establishing itself as a first choice option both for customers and organisations 10 years ago there was no social media or smart phone devices and very little web chat. These channels have revolutionised the way customer service is delivered From an operational, technology and people perspective, there are huge challenges and a few warning signs to consider as we enter the Digital Age of contact centres

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14 Shift from voice- to digital-interactions Telephone IVR touchtone IVR speech Web chat Social media - Facebook, Twitter, etc. Smartphone application SMS text/instant messaging Video chat Internet website (peer-to-peer systems) years ago : no web chat, smart phone apps, social media, and very little . Today, digital interactions account for over 35% of all interactions, and at the current rate will overtake voice in two years time. accelerate your ambition 14

15 In 2 years call centres will be predominantly Digital 60 Actual Forecast At current rates, digital interactions will overtake agent-assisted by the end of Sources: Dimension Data Global Contact Centre Reports accelerate your ambition 15

16 Digital Agent Life: Improved utilisation but at a cost Attrition and Absenteeism has not improved in the last 10 years, but operationally staff are spending more time talking to customers 0.0 Staff attrition Absenteeism Agent utilisation accelerate your ambition 16

17 Digital Customer Experience not so good CSAT FCR Speed to answer (seconds) The perceived impact of digital channels on customer experience is not positive and sends a warning sign to enterprises who Go Digital and self-serve too quickly accelerate your ambition 17

18 Conclusions on the impact of digital Customer service undergoing transformation Contact centres have to change Digital is here to stay Adopt new technology and innovate delivery models to remain relevant and competitive Customer Experience Management is the new mantra for customer service and lifetime value management

19 2. Analytics: here to stay

20 Context: Contact centres gather huge amounts of customer data Analytics are reshaping the customer experience management landscape This presents an opportunity and a threat to contact centres Analytics voted as # 1 factor that will change the industry to drive personalisation and channel strategies based upon interaction value

21 Innovation and emerging trends Customer analytics Customer demands Changing user behaviours (i.e. via improved mobile services/access) Technology solutions providing a service differentiator Social media's evolution to a service channel Broader choice of integrated contact channels Live chat interfaces (e.g. via smart apps and social media) Cloud (pay-as-you-use) hosted technologies Agent capability and empowerment levels Other % highlight analytics as doing most to reshape the industry in the next 5 years Customer demands force new strategies What three things do you think will do most to reshape the contact centre industry during the next five years? n 868 accelerate your ambition 21

22 UK FS sector customer demand trend accelerate your ambition 22

23 Business information tools available Agent performance and capability scorecards Data presentation - real-time/historic dashboards Data analysis (i.e business performance, Big Data, root cause analysis, trending) Post-contact survey capability Data sourcing (i.e. user profile, social media, quality mgt.) Speech/customer voice/text analytics Automated lesson assignment based on agent QA scores? None of these % have no data analysis tools But analytics voted the top factor to change the shape of the industry within the next 5 years What business information tools are available within your contact centre? n 775 accelerate your ambition 23

24 Segmentation: personalised service offerings / Prioritised service channels (e.g. expedited telephone/ channel) Not asked Not asked Not asked 44.4 Prioritised service for specific campaigns/events Personalised service for specific customer groups (e.g. high-value/gold card customers) We are unable to offer a personalised service at this time based on segmentation levels Segmentation isn t applicable for our customer base Personalised service offerings more than doubled in two years: from 20% up to 43% Demonstrates the impact of improved analytics What degree of personalised service can you offer based on your segmentation strategy? n 772 accelerate your ambition 24

25 Conclusions on the impact of Analytics Requires focused investment and appreciation of potential across channels Greater insight More personalised offers Improved customer experience Greater agent productivity Customer Experience Management is the new mantra for customer service and lifetime value management

26 3. Operational growth: non-voice

27 Context: Operational growth non-voice The opportunity presented by digital interaction channels is significant in terms of cost, performance and customer experience The challenge is to harness the new channels, whilst improving customer experience This is proving difficult and many organisations are on a steep learning curve Digital enabled by mobility will lead to short term growth within the industry 85% uplift on non-voice channels, 16% decrease in voice

28 Evolution of contact centre in next two years Non-voice traffic will... Overall interactions (across all channels) will... Headcount employed will... Voice traffic will... Outsourcing will... Need for offshore capacity will Need to reshore will Increase Stay the same Decrease Not applicable to us % say voice traffic will decrease 74% expect an uplift in overall interactions resulting in 16% net increase in FTE How do you see your contact centre(s) evolving in the next two years? n 870 accelerate your ambition 28

29 UK FS Sector acquiring new skills accelerate your ambition 29

30 Conclusions on the impact of Operational non-voice The shift is gathering pace: Digital will overtake voice in CC s inside 2 years Customers are showing strong preference to self-serve and adopt Apps and web-chat Customer experience is suffering: Organisations still not able to affect customer experience as effectively in digital channels as they do in voice.

31 4. IT dependency: cloud and hybrid

32 Context: IT dependencies driving cloud and hybrid Systems in contact centres have consistently fallen short of expectations Availability of different procurement and consumption models is set to change the landscape Organisations are exploring options and seeing almost instant benefits Technology dependencies will force improved integration across hybrid architecture models (of hosted and owned IT)

33 How does technology meet current and future needs? Agent-assisted service applications (e.g. web chat, , SMS) Knowledge management systems Social media monitoring systems CRM systems Self-service applications (e.g. IVR) Business support systems Workforce optimisation systems (recording systems etc.) CTI applications Interaction routing (distributor) systems Speech or text analytic systems Meets current needs Meets current and future needs Does not meet existing needs At least 1 in 5 say technology doesn t meet current needs 79% fear systems won t meet future needs How well do the following infrastructure items meet your current and future needs? n 675 accelerate your ambition 33

34 UK FS Sector - CRM and self serve crisis accelerate your ambition 34

35 Technology provision/maintenance: current and planned You own it It's hosted by an applications service provider (not by a telecommunications provider) Split of own and rent It's provided by the telecommunications provider Contact centre is outsourced/co-sourced and technology is part of the outsource/co-source agreement Cross charge from other corporate departments You rent it Current Planned % drop in direct ownership models 34% of contact centres without a hosted solution are planning for it How do you provision/maintain your contact centre technology (both infrastructure and applications)? n 674 accelerate your ambition 35

36 Impact of hosted/cloud technologies on the business Access to new functionality Improved flexibility Reduced costs Provides access to a single integrated customer contact Allows us to pay for only what we use Increased agility/speed to market Better reliability Improved technology uptime Enables compliance with enterprise-wide IT Benefits not realised, being removed Agree 4.5 Disagree % of current users with an opinion agree cloud has reduced costs 88% of same highlight it offers access to new functionality Users expressing an opinion: How has the use of hosted/cloud technologies affected your business? n 243 accelerate your ambition 36

37 Conclusions on Cloud and Hybrid Technology Improved performance and flexibility Faster time to deploy and use Lower cost to win and maintain Easier access to new functionality and new channel solutions Challenge is in creating the collaborative approach between the business and IT to create the roadmap for change and prioritise investments based on tangible ROI

38 2015 Benchmark Comparison Portal Online access to all 2015 and historic data Dynamic query capability: country, size, industry, CC type Compare to previous years for trend data Export charts and graphics in 2 clicks accelerate your ambition 38

39 Your access Access to the report for The Forum members Free summary report & 20% discount on full report Access the Portal to slice n dice data and run your own reports Access your Forum membership benefits from

40 Further information 2015 Global Contact Centre Benchmarking Report Contact us: Andrew McNair Head of Benchmarking Tel: (Canada - PST) andrew.mcnair@dimensiondata.com Richard Holmes Benchmarking Manager Tel: (UK) richard.holmes@dimensiondata.com Robert Allman Principal Director, Communications Tel: robert.allman@dimensiondata.com Paul Scott Consulting Executive, Communications Tel: (UK) paulm.scott@dimensiondata.com Siegfried Schallenmueller Manager, Customer Interaction Solutions Tel: siegfried.schallenmueller@dimensiondata.com

41 Questions (if time) National conferences 2015 Planning, Warrington 8 th October Quality & Customer Experience, London 18 th November Data, Analytics & Insight, London 18 th November 41 Professional Planning Forums Forum Ltd 2015

42 Changing Gear Rise to the Customer Challenge Thank You 42 Professional Forums Ltd 2015