Releasing Agent Capacity through an Automated Real-time Workforce

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2 Releasing Agent Capacity through an Automated Real-time Workforce IPI. DELIVERING BEYOND TODAY. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com

3 IPI Overview Contact Centre 3.0 Strategy & Innovation Unique IP Created Contact Centre Tools & Performance Software Contact Centre Systems Integration & Delivery Phone, Web, VOIP and Data Contact Centre Integration Virtual IT Department Support And Service Business Connectivity, LAN, WAN VOIP, Data Networks

4 IPI CAN HELP YOU EXCEED YOUR GOAL BY Aligning your strategy and investment towards targeted business outcomes in your Contact Centre/s Understanding the impact on the bottom line and the interdependencies and impacts across functions Charting the journey from a Current Operating Model to a Target Operating Model Applying best practices, benchmarking and the correct KPIs to accelerate the delivery of the agreed outcomes IPI. DELIVERING BEYOND TODAY. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com

5 In a typical 500 seat contact centre an automated real-time workforce could deliver around 30,000 hours of additional agent capacity or 520,000 operational savings annually. It does this by releasing agent capacity that you have already paid for, but cannot access through traditional WFM tools or processes which can be operationalised within 3 months and delivering results from day 1.

6 Customer Expectations Have Changed Today s Customers Demand Connected Personalised Experiences Across ALL Touch Points 70 % Expect unique treatment, contacted in a way they want, with offers tailored to them ZA 92 % Expect organisations to be proactive in their engagement with them 87 % Would rather spend money with organisations that are easy to do business with Source: Global Market Research 2014, Conducted by Dynamic Markets and Commissioned by Avaya

7 Customer Experience Management OF ORGANISATIONS EXPERIENCING SIGNIFICANT PROFIT INCREASES HAVE CEM PROGRAM CEM IS TIED TO GREATER CUSTOMER SATISFACTION, LOYALTY, RETENTION AND REPEAT PURCHASING 80% Companies with CEM initiatives outperform organisations that don t Source: Global Market Research 2014, Conducted by Dynamic Markets and Commissioned by Avaya IPI. DELIVERING BEYOND TODAY. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com

8 Operational Reality However, only 6% of companies rate themselves as customer experience leaders, impacting growth and profits. Top Barriers Impacting Performance Call Centre Demand for Better Service Unpredictable Customer Demand Mobile Frontline Workforces Retail / Branch Low Morale & Attrition Limited Workforce Development Back- Office Fixed Workforce Supply Siloed Tools & Workforce Source: Temkin Group

9 Calculating Customer Life Time Value Customer Revenue Support Costs X Length of Relationship Acquisition Costs = Customer Lifetime Value Topline Growth Contact Center Efficiency Customer Experience Contact Center Efficiency Proactive Connected Informed Optimal Informed Optimal Responsive Visible Seamless Easy Visible Adaptable Improve Sales, Optimise Resources, Optimise Resources, Increase Retention, Reduce Costs, Exceed Reduce Effort, Improve Reduce Costs, Exceed Improve Wallet Share SLAs NPS, Differentiate SLAs Topline Growth + Contact Center Efficiency + Customer Experience IPI. DELIVERING BEYOND TODAY. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com

10 Chasing Operational Excellence has a cost Any contact centre improvement initiative or transformation will only happen if you the capability to develop your agents abilities or improve agent productivity By releasing trapped agent capacity in your contact centre through and automated realtime workforce you are creating the additional time and budget to support such initiatives.

11 Benefits of Real-time Automation IPI. DELIVERING BEYOND TODAY. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com

12 Benefits of Real-time Automation Extend your WFM functional footprint to automate and optimise intraday staffing and performance management Proactively monitor and action schedule adherence Smooth out unpredictable customer contact patterns to recapture and repurpose lost agent time Easily change the type of work your agents are doing in realtime and accelerate its completion. Better engaged agents = reduced hiring, training and shrinkage costs whilst improving customer experience.

13 So why the need to change now? We are still using the same operating model we have been using the last 25+ years that relies predominantly on forecasted data and relatively inflexible agent schedules.

14 THE DYNAMICS HAVE CHANGED Customers are more dynamic & complex more channels, more choices Employees have different expectations Business expectations have increased more pressure to reduce costs & increase Cx Manual processes make it impossible to meet daily demands, not to mention stressful!

15 THERE S A BETTER WAY! CAPTURE REAL-TIME VALUE WITH INTRADAY AUTOMATION Employee Empowerment & Development Increased Productivity & Reduced Costs Customer Experience Improvement

16 INTRADIEM REALTIME WORKFORCE AUTOMATION What does it do? Intradiem aggregates unproductive and inaccessible agent idle time in between calls and turns it into larger, more accessible blocks of active wait time that can re-used to schedule any type of offphone activity including training, coaching, communications, back-office processing etc. Click above for video

17 THE PROBLEM INTRADIEM SOLVES Contact centre agents spend 12-20% of their day unproductively waiting for the next customer interaction At the same time, call centre operators continue to struggle to find time to develop their agents and complete other off-phone work Break Lunch Break 50 minutes of unproductive wait time

18 SCHEDULING DILEMMA How do we schedule? Minimum time unit used to schedule agent time

19 SCHEDULING DILEMMA What does idle time look like?

20 THE PROBLEM INTRADIEM SOLVES Break Lunch Break Intradiem performs automated intraday scheduling allocates calls to agents in real time

21 SHRINKAGE A BIG COST Training Coaching Secondary Loss Primary Loss Wait time Call Handle time Team Meetings Projects Paperwork Call Research / Follow-up 17% - , Call Back, Knowledgebase, Etc.

22 SHRINKAGE A BIG COST Recovered time Secondary Loss (off-phone work) Primary Loss (Absenteeism, vacations, etc.) Idle Time Call Handle time

23 7:00 7:30 8:00 8:30 9:00 9:30 10:00 10:30 11:00 11:30 12:00 12:30 1:00 1:30 2:00 2:30 3:00 3:30 4:00 4:30 5:00 5:30 6:00 6:30 7:00 Avg. Speed of Answer (Seconds) MOVE SHRINKAGE INTO WAIT TIME Intradiem automatically pushes shrinkage activities to agents during forecasted and unforecasted downtimes Upper goal Lower goal 50 0

24 Occupancy and Service Level Smoothing

25 REAL-TIME AUTOMATION SUMMARY Intradiem Solution at a Glance Agent idle time aggregated in real-time throughout the day, every day for re-purposing. Activity assignments made to entire groups or individuals based on needs. Assignments made manually, guided or automatically based on pre-defined rules that are user configurable. Activities can be prioritised with urgency levels and priority agent group designations based on multiple criteria. Guided agent/supervisor interaction around skill gap analysis and action plan. Time and money are saving by turning inaccessible idle time into productive time.

26 LET IPI HELP YOU TAKE YOUR FIRST STEP TOWARDS YOUR OWN AUTOMATED REALTIME WORKFORCE REALITY IPI. DELIVERING BEYOND TODAY. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com