A body of industry and contact center expertise Ipsos. to drive performance

Transcription

1 A body of industry and contact center expertise to drive performance

2 Our Vision of the future Contact Centers will become more central to Brands 2

3 Our Vision of the future 69% of customers switch brands due to real or perceived poor service Source: Michaelson & Associates EXPERIENCE more important than ever Contact Centers will become more central to Brands 3

4 Our Vision of the future Shift from Ownership to Access Vehicle brand relationships will be LESS about the PRODUCT and the DEALER. EXPERIENCE more important than ever Contact Centers will become more central to Brands 4

5 Our Vision of the future Shift from Ownership to Access EXPERIENCE more important than ever Contact Centers will become more central to Brands Millenials are Ready NOW Percent who have used ride hailing services such as Uber or Lyft Source: Pew Research

6 Our Vision of the future Shift from Ownership to Access EXPERIENCE more important than ever Contact Centers will become more central to Brands Millenials are Ready NOW Maximizing mobile is a mandate More Connectivity and Technology 6

7 A body of industry and contact center expertise to drive performance

8 5 concepts to drive performance Gather VOC in any digital channel. Gather critical info quickly. Take the mystery out of surveys. Don t be afraid to experiment. Make great comments a goal.

9 Be able to gather customer feedback in any digital channel SMS Phone IVR Chat Social Media

10 Be able to gather customer feedback in any digital channel Social Media Pop-up vs Imbedded Chat Tell us how we did by clicking this LINK 10X Response Rate!

11 Gather the critical information in a few questions Will surveys survive? 11

12 Gather the critical information in a few questions 12

13 Gather the critical information in a few questions 33% longer verbatim comments. Ability to tune the system for issues that arise. Can add or skip questions based on response. 13

14 Gather the critical information in a few questions 14

15 Take the mystery out of survey science

16 Take the mystery out of survey science 45.7% 43.0% 40.8%

17 5 concepts to drive performance Gather VOC in any digital channel. Gather critical info quickly. Take the mystery out of surveys. Don t be afraid to experiment. Make great comments a goal.

18 Don t be afraid to experiment to find the metric that works best for your organization Net Promoter Score Overall Satisfaction Rating Would you hire the last Delta representative you spoke to, if you owned a customer service company? Customer Effort Score

19 Don t be afraid to experiment to find the metric that works best for your organization Please rate your overall experience. Overall Or Please rate the person who handled your call. Agent

20 Don t be afraid to experiment to find the metric that works best for your organization Please rate your overall experience. Overall Please rate the person who handled your call. Agent

21 Don t be afraid to experiment to find the metric that works best for your organization Overall Agent

22 Don t be afraid to experiment to find the metric that works best for your organization Net Promoter Score Overall Satisfaction Rating Would you hire the last Delta representative you spoke to, if you owned a customer service company? Customer Effort Score

23 Make great comments a goal Interaction 1 Interaction 2 10 Rating 9

24 Make great comments a goal Interaction 1 Interaction 2 10 Rating 9 No problems with the customer service. Comment The man that handled my call was absolutely great. He did everything he could to research the problem and although there was no specifics to address my particular issue, he was still very helpful. 1 to 10, he as a 10!.

25 Thank You!

26 To Drive Performance

27 10+ YEARS OF CONTACT CENTER EXPERIENCE 90% AUTO MANUFACTURERS AS CLIENTS Proven Our solution is proven across industries, countries, languages and most importantly over time. 430,000+ ACTIVE END-USERS CURRENT VOLUME ~1,000,000 CUSTOMER AND EMPLOYEE REVIEWS COLLECTED EACH DAY 16,000 EMPLOYEES 400+ WORLDWIDE BRANDS 87 COUNTRIES USA, Canada, Mexico, Brazil, Argentina, Colombia, Ecuador, Uruguay, Paraguay, Germany, UK, Italy, France, Spain, Austria, Belgium, Switzerland, Ireland, Poland, Luxemburg, Netherlands, Portugal, Bulgaria, Czech Rep, Denmark, Estonia, Finland, Greece, Hungary, Iceland, Latvia, Lithuania, Malta, Norway, Romania, Slovakia, Slovenia, Cyprus, Sweden, Croatia ACTIVELY GATHERING INSIGHTS IN MORE THAN 95 & 40 COUNTRIES LANGUAGES

28 Proven Our solution scales to your current needs with the potential to expand while accommodating emerging market budgets. Your Program? Simple Country Languages Complex Sites Survey versions Organizational Structures

29 Proven Andy Bedsworth heads up the Ipsos dedicated contact center team. 10 years contact center experience 20 years market research experience Speaker at professional contact center events, e.g. SOCAP Vendor sponsor Auto Contact Center Summit

30 Cutting Edge Our solution utilizes text analytics allowing for the state-of-the-art mining and analysis of verbatim responses. Text aanalytics allows for the tabulation and scoring of verbatim comments. The engine measures sentiment of each comment (positive, negative or neutral). The engine further organizes comments into categories based on phrase usage or customized groupings both with sentiment incorporated. Users can read comments to get a deeper understanding based on custom filters they choose.

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