Trends in the Contact Center

1
Trends in the Contact Center

• Marc Cullers Oracle Joseph Callery USIS
• Sr. Director - Contact Center Solutions Director
  of Sales
• marc.cullers_at_oracle.com joseph.callery_at_usis.com
• [phone] [phone]

2
About Us

• Founded in 1977
• Headquarters in Redwood Shores, CA
• Operating in 145 countries
• 14.8 Billion revenue, FY06
• 275,000 Global Customers
• 68,000 Employees
• 14,000 Developers
• Leading Provider of Contact Center
• Solutions

• 1 in Database, CRM, HCM, SCM
• 1 in Industries
• Banking Financial Services
• Communications
• Public Sector
• Professional Services
• Retail
• 220,000 Database Customers
• 30,000 Applications Customers

TECHNOLOGY PRODUCTS
APPLICATION PRODUCTS
ORACLE CORPORATION
ORACLE SERVICES
ORACLE FUSION
CUSTOMERS / PARTNERS
3
Customer Communication Challenges
Customers
Agents
Company

• Want easy access to the company across all
  channels phone, email, web
• Demand personalized service with rapid resolution

• Need a single solution thats easy to learn and
  use
• Need complete customer information to deliver
  exceptional service

• Focus and retain most profitable customers
• Needs customer insight for competitive edge
• Must improve service while cutting costs

4
Some Observations..

• Typical Enterprise has multiple centers running
  on different equipment, and based on different
  metrics
• Due to
• Different objectives and reporting needs by LOB
• Expediency
• Evolution of how the customer wants to
  communicate
• It is crucial to understand the key metrics that
  apply to your enterprise / Line of Business
• Some metrics mean good vs. bad depending on your
  goals
• Internal vs. Customer Facing goals often are at
  odds
• Balance between automation and live handling is
  crucial
• Automation rates, Agent efficiencies differ by
  industry corporate directive
• Communicating these metrics are key to enabling
  IT to deliver

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Observation 1

• Operations Service/Support finally getting on
  the same page
• Everything starts with agreement on whats
  important, and how were going to measure it
• BI tools to provide KPIs and real business
  insight

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Example Corporate Directives

• Improve customer satisfaction by 20
• Expand service hours to provide better service
• Decrease operational expenses by 5
• Increase IVR utilization by 20
• Decrease agent population by 10
• Reduce Agent Talk Time by 6

Important questions to consider Are corporate
directives such as customer satisfaction
improvement and better efficiency in
conflict? or Is the customers agenda the same
as the enterprise agenda?
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But What Affects Caller Satisfaction?

• Regulatory Adherence
• Length of time in queue
• Average Speed of Answer

• Automation Rate
• Call Abandonment
• Complaints
• Resolution Rates

Important questions to consider Are these key
drivers the same metrics driving contact center
and agent performance metrics? Is your call
center using GENERIC performance metrics or
metrics based on balance between caller
expectation and corporate goals?
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Desired Outcomes

• Resolve conflicts in goals and objectives
• Example - desire to decrease headcount but also
  increase customer service
• Find the balance of seemingly contradictory
  goals
• Cleary define the KPIs and metrics that will be
  used to measure success
• Ability to quickly adapt
• Product Recall
• Scalability
• Framework for allowing LOBs their specific
  insight, but leverage a common infrastructure
  approach
• Business Analytics can play a crucial role

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Observation 2

• Multi-Channel Communications is truly
  happening..
• Inbound/Outbound Voice, Email, IVR, Chat, Web
  Self Help
• Driven by customer demand, and cost avoidance.
• 360 view of the customer is critical

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Why its been difficult

• Non Integrated Solutions
• Built over many years
• Multiple databases
• Capital Intensive
• Built for worst case
• Does not easily scale
• Complex to maintain
• Too many vendors
• Maze of integration
• Multiple user interfaces
• Agents have to learn / access several
  applications
• Disjointed business processes
• Different routing rules
• Multiple admin. consoles
• No consolidated reporting
• Static Agents
• Cant be remote / distributed

Email
Route toAgents
IVR
CTILink
ACD
PBX
Reporting
CRM
OnlineChat
Recording
Self-Service
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What is a 360-Degree View of Your Customers?
Accounts
Opportunities
Reporting
Quotes
Solutions
Orders
Assets
Invoices
Service Requests
Inventory
.

• Provide differentiated service with complete
  knowledge of customer
• Empower service teams with actionable data
• Ensure consistent customer data across front- and
  back-office applications

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A Holistic Approach To Customer Care

• Unified interaction history
• More realistic view into customer relationships
• Persistence of interaction context
• Agent-to-agent screen data persistence
• Unified customer session histories
• Service improvement mechanisms
• Agent monitoring recording
• Agent coaching
• Integrated reporting across all media
• Built in, integrated reports
• Run by project, workgroup, agents

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Multi-Channel Communications

• Give the customer a consistent experience
  regardless of which channel they choose
• Also means integration to your system of record
  (CTI)
• Unified interaction history
• More realistic view into customer relationships
• Persistence of interaction context
• Agent-to-agent screen data persistence
• Unified customer session histories
• Integrated reporting across all media
• Built in, integrated reports
• Operational benefits AND improve customer
  satisfaction
• Blended Agents
• Priority Routing
• Improved First Call Resolution
• Interest in customer-interaction management
  solutions continues to grow among organizations,
  combining multichannel CRM and CIM results in an
  integrated suite of products and technologies
  that meets these interests. - Esteban Kolsky,
  research director at Gartner

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Observation 3

• Remote Agents are a part of the plan.
• 20 of companies already use at-home agents in
  varied capacities
• Home based agents growing at 24 each year

15
Home Agent Benefits

• Annual turnover rate of home based agents is 10
  (compared to 50 for in-house counterparts)
• Traditional call centers cost 31/agent/hour
  At-home agents cost 21
• Home agents are often more productive than
  in-house
• Effectively cover peak hours, add coverage for
  after hours, nights and weekends
• Utilize agents for short time / variable time
  log-in
• Staff up to cover seasonal peaks and promotions
• Part of your Disaster Recovery / Business
  Continuance plan

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Home Based Agents Arise

• A pioneer in the remote agent space
• 7500 at-home agents
• Agents covering 49 states
• A highly skilled workforce
• 86 have a college degree
• Average age 38 years old
• 50 have management experience

• Positioning to home workers
• "Arise can help you become independentand be
  your own boss."

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Observation 4

• SaaS is a legitimate Option.
• Need to determine back end application
  integration

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Why Hosted Solutions are Gaining Popularity

• Affordability
• Speed to Deployment
• Adaptability
• Customer Centricity

• Predictability
• Security
• Unified Control
• Increased Agent Productivity

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Oracle Drives the Customer Experience
Self-Service E-Commerce Click to Chat Click to
Talk
ACD, IVR, Routing, Queuing Monitoring, Recording
Field Service Invoicing, Depot, Mobility
CRM Service KM, E-mail, Chat
Chat
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• Who we are
• Big Brother
• Founded in 1896
• Private since 1996
• Provide same background screening services to
  civilian entities as used by FBI, CIA, NSA, DoD,
  etc
• CSD Tulsa, OK
• 70K billing clients
• Multiple CC environments
• Need for multi-media interactions
• Sales inbound and outbound
• WWW.USIS.COM

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• Challenges with ICs
• Lack of call control
• Supervisory controls
• Listen, whisper, barge-in,
• take over, hang-up
• Metrics
• Login time
• Wasted leads
• How many called?
• Outcome?
• Training
• In-house

• Phone-bills
• Reimbursement
• Dial plans, invoicing, etc
• Scripting
• Paper vs. electronic
• Representing USIS
• In-house control
• Built IC plan after guidance from multiple
• work-from-home-moms websites.
• Key free leads
• Give them goals to make a decent living

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• Topography of Sales Team

Inside Sales Projects
Sales 1-800
Outbound - Preview
Email
Chat
Web Callback
8 Primary ISRs
6 IC ISRs
1st Roll-over
Coming Soon!!
4 Targeted Account Specialists
2 Hybrid ISRs
2nd Roll-over
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• Topography of Verifications Team

Verification Projects
Outbound - Preview
Verif. 1-800
200 Primary Reps
100 IC Reps
Verification Agents
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Thanks

• marc.cullers_at_oracle.com
• www.oracle.com
• joseph.callery_at_usis.com
• www.usis.com