Copyright Voice Print International, Inc Proven Business Cases Show Rapid ROI

Transcription

1 Copyright Voice Print International, Inc Proven Business Cases Show Rapid ROI

2 Proven Business Cases Show ROI in First 6 Months 10% Decrease in Talk Time 12% Decrease in Wrap Time 14% Incrase in Call Quality Scores 13% Increase in Instant Payments 5% Increase in Dollars Collected! 5 Additional Sales Per Agent Per Day 3% Increase in Conversions and Upsells Significant Decrease in Required FTEs 3% Increase in Overall Revenue! 50% Improvement in Abandon Rates Increase in Collections Savings of 42 Hours per Month Preparing Manual Reports, Verifying Time Sheets and Tracking Sales Leads 16% Increase in Outbound Talk Time 12% Increase in Blended Calls/Hour 34% Increase in Average Speed of Answer 37% Improvement in Inbound Abandon Rates

3 VPI Customer Success: Verizon Business About Verizon Business Credit and Collections Multi-site, 3 centers, over 2000 seats, 3+ years St. Louis, Missouri Bestal, New York Lakeland, Florida Aspect ACD, Avaya PDS, Predictive Blend Multiple databases Diverse user community Mission critical

4 Verizon Business - Proven Results Speed of deployment Integration with systems was rapid Satisfied all delivery needs Deep understanding of user requirements Compliant with all Verizon data sources SQL, Oracle, DB2, Access, Aspect, Avaya Regularly pull data from over 10 different systems in place Proven Results Talk time Wrap time Call quality scores Instant payments Dollars collected ROI within 6 months! % decrease % decrease % increase % increase % increase ($20+ Million)

5 Success Case: FLOWERS.COM About FLOWERS.COM 30 th year of doing business Annual Sales of $912+ Million Over 1,000 At-Home Agents 75% of sales generated online 64% of sales generated from repeat customers Unique Same-Day Delivery Capability Several Successful Brands

6 1-800-FLOWERS.COM Business Challenges Locations and Services 5 Internal sites 4 Outsource partners (3 onshore, 1 offshore) Onshore Handles call volume Sales Customer Service Corporate Offshore Handles Solution Identified Messaging System Real Time Performance Reports Consolidated Manager-level Reports Consolidated Executive-level Reports Automated, Rules-based elearning Technology Environment Avaya Genesys IVR - NetByTel Home Grown CRM Systems Management - KANA Workforce Management Pipkins Knowledge Management - ATG Solution Capabilities 2,000 desktops 6 real time dashboard designs 45 report views 4 ACDs, 25 skills on each ACD 4 business systems 9 sites 5 In house, 4 outsourcers 110 teams

7 Real-time Agent and Manager Tickers

8 Consolidated Performance Reports

9 Significant Results and Rapid ROI Operational Efficiency & Cost Reduction Real-time intelligence Cohesive decision-making Streamlined, consolidated reporting Easily identify and correct issues Rapidly identify top and poor performers Cut down on paper Immediate ability to evaluate and adjust marketing campaigns Better communication with messaging and training Revenue Generation 5 additional sales per agent per day 3% increase in sales conversions ROI within just 6 months! Customer Experience Happier, more motivated agents deliver outstanding customer experience Awarded ICMI Call Center of the Year for stellar service levels, high agent morale, high retention and enviable customer satisfaction

10 VPI Customer Success: National City Bank About National City Mortgage 150 year history originating, acquiring, marketing and servicing home loans 9th largest servicer of mortgages in the U.S. Servicing portfolio of over $165 billion representing over 1.1 million mortgage loans. 300 customer counseling and collections agents Blended inbound and outbound environment

11 Business Challenges Critical Business Issue No Agent Accountability Hard to commit to ongoing Agent training Cause of Problem Agents did not have visibility into their performance metrics in real-time Difficult to get agents back into the classroom for ongoing training; training must be targeted Negative Business Impacts Consequences of Inaction Low productivity Low retention rates Increased costs Lack of Manager Visibility into Business Metrics Data in silos. Business metrics viewed after the fact, not in real-time Operational inefficiencies Increased costs Lower productivity

12 Key Deciding Factors and Solution Identified Challenge Address Critical Business Issues Improve agent performance, measured by several metrics: Talk time Quality of service Collections results After call processing time Reader boards Considerations Pre-packaged solution included with dialer Analytics and Reporting Solution Identified VPI PERFORMANCE Real-time Performance Dashboards Agent Scorecards Enterprise Consolidated Reporting Messaging Training Solution Identified VPI Coaching Automated, Rules-based elearning, documentation and message delivery to agent desktops Training delivery tracking / auditing via consolidated reports

13 Reasons for Implementing the VPI Solution Efficient Use of Resources Employees/Agents Identify underperformers earlier Agents self-aware and self monitor Cost Control or Cost Reduction Reduction in FTE Increase in calls/hour Overall Manager Productivity Performance data consolidated and automatically sent to agents with a focus on coaching Operational Agility Decisions made in real-time Solution was not disruptive, immediate benefits

14 Business Benefits and Rapid ROI How VPI Solved NCM s Challenges Provide Agents and Managers with real-time visibility into individual and group metrics Integrate training application so agents receive targeted training, they can take at their desktops AND have it triggered based on their performance gaps Easy to use application targeted to Business and Operations, limited IT involvement Positive Result Improved employee morale Access to data not previously available to them Increase in blended calls per hour Improvement in average speed to answer Decrease in outbound talk time Improvement in inbound abandonment rates Increase in quality of service, agent retention Better control and tracking of agent education Increased internal response times to data requests, with less reliance on IT department Low cost of ownership, ease of use and customization Sizeable dollar savings in first year 60 day ROI!

15 VPI Customer Case Study Financial Services About HouseValues Leading marketing partner for real estate and mortgage professionals Homepages, Justlisted.com, TheLoanPage.com Fastest growing company in Washington state, 9 th fastest growing technology company in North America (2003) 15

16 HouseValues Business Challenges Increase Productivity and Effectiveness Agents and Management Streamline Reporting Employee based incentive plan set performance goals and monitor performance compliance Identify performance gaps and put a plan in place to improve Information flow Right information to the right people at the right time 16

17 VPI Addresses the Challenges HouseValues chose VPI s real time performance management solution because it: Provides consolidated manager and executive level reports. Gives agents and managers real-time Dashboard visibility into their performance metrics. Self monitor and self correct. Allows agents to self manage manage to KPIs. Provides a rules- based messaging system for real-time communication. e-learning capability to deliver educational content to the desktop. Business case ROI from increases in agent performance within first 6 months 17