Who, Why, What

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OAISYS Contact Center Solutions

• Who, Why, What How

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Contents

• Contact Center Overview
• Call Distribution
• Management Tools
• Ways to Gain Efficiency
• Record Calls to Manage Quality

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What Is A Contact Center?

• A team responsible for handling common incoming
  calls
• May have other primary responsibilities
• Many dont view themselves as a stereotypical
  call center

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Industries With Contact Centers

• Healthcare Providers
• Credit Unions
• Banks
• Lenders
• Insurance Agencies
• Distributors

• Transportation Providers
• Power Cos.
• Telcos
• ISPs
• Travel Agencies
• Entertainment

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Business Challenges

• Maximizing sales from opportunities
• Delivering superior customer service at
  reasonable costs

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Maximize Sales
How does OAISYS help?

• Answer more sales calls
• Distribute a higher to better sales
  professionals
• Prioritize key customers

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Current Methods Of Call Coverage

• Sales, pickup line 2
• Operator transfer to available rep
• All ring extension groups

No structure so sales calls are at risk of being
answered slowly and by less effective sales
repsthere is no quantitative accountability by
sales rep
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Linear Routing

• Agents are always presented calls in the
  same order starting with Mary. If she is busy,
  then Bill gets the next call. If both Mary and
  Bill are busy or unavailable then Sue gets the
  call

Mary
Avail
Busy
Avail
Busy
This is used to send calls to a primary
sales rep, only using a backup if the primary
is busy. Ensures more leads are handled live as
callers dont end up in voicemail.
Bill
Avail
Busy
Sue
Avail
9
Round Robin

• Agents are presented calls in a circular
  order starting with Mary. She gets the first
  call, Bill the second call, Sue the third call,
  and Mary gets the forth call starting the cycle
  over.

Mary
Avail
Busy
Avail
This is used to rotate calls between all sales
reps. This results in faster answering of calls
and thus fewer lost sales calls.
Bill
Avail
Busy
Sue
Avail
Busy
10
Balanced Call Count

• Agents are presented calls based on the
  number of calls each has answered. The agent who
  has answered the fewest, gets the next call.

Mary
Avail
34
This is used to send an even number of leads to
all sales reps. This results in greater employee
satisfaction.
Bill
Avail
Busy
29
30
Sue
Avail
33
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Customer Results

• Without question, we have made thousands of
  dollars already in being able to respond to our
  call volume Mark Dietlein, CEO, Hale Centre
  Theatre, UT

HCT went from an all ring extension group in
their box office operation to round robin
distribution with announcements, internal
notifications, reporting and PC readerboards
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Agent Priority

• Agents are presented calls based on their
  assigned priority. The available agent with the
  highest priority gets the next call. If all
  available agents have the same priority, then the
  next call is routed by the selected setting
  longest idle, balanced, etc.

Mary
Avail
P10
Send more leads to your top performing sales reps
so you convert more leads to sales.
Bill
Avail
Busy
P20
Sue
Avail
Busy
P20
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Preferred Agent Solution
Preferred Agent
Foster personal relationships between your sales
team and your customers
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Call Priority with OAISYS

• Voice Assistant can prioritize callers by
  prompting for specific information. The Strata
  ACD will place that call at the head of the queue

Please enter your customer number and your call
will be routed to a specialist
By segmenting your calls you have a
greater probability of taking sales from your
more profitable customers.
Strata ACD
Voice Assistant
Call from Mr. Big
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Business Results

• Increased sales
• Higher sales conversion rate
• Higher job satisfaction for top performing sales
  professionals
• Increased revenue per transaction

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Delivering Superior Service
How does OAISYS help?

• Answer calls as quickly as possible at reasonable
  cost
• Inform and empower callers
• Provide callers better options

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Current Methods Of Call Coverage

• Sales, pickup line 2
• Operator transfer to available rep
• All ring extension groups

Any call distribution automation eliminates
unnecessary touches and makes sure employees know
the specific tasks for which they are responsible
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Longest Idle

• Agents are presented calls based on the time
  that they have been idle. The agent who has been
  idle the longest, gets the next call.

Mary
Avail
Busy
Send calls to the employee that has been idle on
the telephone the longest. This drives
productivity per employee up.
Bill
Avail
Busy
Avail
Sue
Avail
Busy
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Answer Calls With Best Resources
Strata ACD
Busy Ratio gt 100
East Sales
Busy Ratio lt 60
West Sales
Event-based call management optimizes resource
utilization so that calls are answered as quickly
as possible by the most informed and skilled
employees
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Customer Results

• OAISYS has helped make EBRMs service cost
  efficient and the best in the business. Renee
  Seguin, Customer Service Manager, EBRM Services,
  IL

A large agent for Blue Cross Blue Shield of
Illinois using OAISYS ACD to automate intelligent
call overflow, TASKE Contact for reporting,
OAISYS Tracer to manage quality and Net Phone to
improve efficiency
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Keep Employees Informed

• Notify By
• -Intercom Page
• Chat
• Net Phone
• E-mail

6 Calls Waiting All Agents Log in Now
Strata ACD
Allows workers to confidently complete off-phone
work without sacrificing service
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Announcements

• Initial Periodic Announcements
• Simple Announcements
• Intelligent Announcements

Simple Thank you for calling OAISYS, your call
will be answered in the order it was received
Intelligent Thank you for calling OAISYS, the
estimated wait time is 40 seconds, and there is
one caller ahead of you
Options Thank you for calling OAISYS, the
estimated wait time is 40 seconds press 1 for
voicemail
Give callers information and choices so they can
influence their perception of service
Voice Assistant
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Callback Solution
This is a Callback Request from Bill Smith, The
system will dial the call now
Strata ACD
Calls gt 3
234-555-6543
Service
Deliver the fastest possible service without
making your customers wait on hold
There are 3 calls ahead of you, for automatic
callback Press 1 or press 2 to wait for an
agent
Can we call you at 234-555-6543 or press to
enter a new number.
After the tone, state your name and add any
comments, press when done.
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Customer Results

• OAISYS allows us to provide better customer
  service because we were able to design a system
  to fit our processes. John Agan, Wells Fargo
  Home Mortgage Institutional Lending Division, CA

A division of Wells Fargo uses OAISYS Callbacks
to lock in the moving interest rate for brokers
who call in and experience lengthy wait
timesthis service has allowed Wells Fargo to
increase transactions while maintaining a
reasonable cost structure
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Business Results

• Contain cost through efficiency
• Increased delivery of customer service as
  measured by wait time
• Happier customers due to increased knowledge and
  control
• Lower caller frustration

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Summary of Results

• Increased sales and gross profits
• Decreased communication costs as of sales
• Higher customer satisfaction, leading to repeat
  revenues

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Business Challenges

• Track and respond to customer calling behavior
• Measure the productivity of communication
  resources
• Manage service in real-time

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Track Calling Activities

• Historical reports on inbound calls available by
  any resource or time interval
• Call searching tools to identify specific calls
  and patterns
• Service affecting events put into graphical
  context

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Over 100 Reports
Match staffing levels with customer expectations
to increase service while operating efficiently.
When lost calls do occur, have the information at
hand to recapture potentially lost revenue
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Call Searching
Determine the calling behavior of your key
customers so as to maintain or improve call
results and satisfaction levels
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Events in Context
Identify the root cause of service or revenue
impacting events such as long wait times and lost
calls. Use info to better plan resource
availability or educate staff
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Measure Productivity

• Across a Group

• By Individual

• Down to Details

• By Activity

Know how much gets done and by whom. Use info to
manage staff and plan for additional resources as
necessary
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Manage in Real-Time
Track activities as they occur to avoid
significant problems that lead to lost revenue or
unhappy customers
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Customer Results

• Our weekly forecasts were within six percent.
  With our volume and random call arrival, that has
  saved us over 2,500 person hours equating to a
  annual savings of about 23,000 Robbie
  Sinteral, Call Center Manager, Catalina Express

Catalina Express uses TASKE Contact to manage
their 45-seat reservations call center. Seasonal
activity means varying staff schedules to
maximize both revenues and productivity per
employee.
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Summary of Results

• Lower costs per customer call due to efficient
  scheduling
• Higher revenue or service level due to shorter
  wait times and fewer lost calls
• More productive use of staff
• Problem avoidance

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Business Challenges

• Reduce the costs involved with handling
  individual calls
• Ensure customers are handled appropriately
• Manage based on reality

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Reduce Call Handling Costs

• Automatically marry calls with customer data
• Provide internal support to resolve needs quickly

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Marry Calls and Data

• Reduce the time it takes to identify the caller
  and prepare to service the need
• Give the agent useful information about the
  caller so they can better handle the call

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Real-Time Call Handling
Use internal communication tools to address
customer needs in real-time. This results in
greater sales and customer satisfaction.
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Customer Results

• Our call center staff is very happy. Weve been
  able to improve communication with our customers
  by improving communication between our agents and
  supervisors Patty Moore, COO, American River
  HealthPro Credit Union, CA

ARHCU integrated their five offices and
consolidated member services functions while
improving internal communication through the use
of ACD, Net Phone and Chat
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Business Results

• Reduce costs per call by reducing the time spent
  on each call
• Increase sales through real-time solutions rather
  than voicemail tag

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Manage Call Quality

• Build agent training processes based on
  performance
• Give management tools to develop personnel

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Agent Training

• Systematically review select calls between
  customers and employees
• Manage quality, not just quantity

Improve employee skills, improve customer service
and loyalty
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Personnel Development
Work together with employees to advance their
careers while delivering greater sales and
increased serviceno more arguing because the
agent thinks you are singling them out
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Customer Results

• Since the installation, Discount Tire Direct has
  also seen a substantial reduction in the amount
  of time supervisors spend reviewing calls.
  Call Center Manager, Discount Tire, AZ

Discount Tire implemented Tracer to record calls
into their Inside Sales team responsible for
distribution sales. It has made an employee
training program more effective and efficient
than the previous live monitoring program
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Business Results

• Improve customer service
• Decrease personnel turnover
• Increase employee satisfaction

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Manage With Reality

• Quickly find documentation of telephone
  conversations
• Hear what was really said
• Share the recording via email

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Review Calls to Find the Facts
The customer tells me Vern said "Net Phone
works with Nortel,"
Know the facts and manage the business based on
realitypreserve customer relationships, employee
trust and profits
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Customer Results

• Tracer has paid for itself more than once
  already. Between new client sales, conflict
  resolution, training this is just a great
  solution. Bob Woodward, CIO, PMAB, NC

PMAB handles collection calls for healthcare
institutions in North Carolina. Tracer allows
them to verify their professional call handling
to their clients when a concern arises.
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Business Results

• Address unprofessional behavior
• Increase profits with less discounting, free
  shipping, etc. due to unfounded disputes
• Increase employee satisfaction by not questioning
  them when they did their job properly

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Summary of Results

• Decreased communication costs
• Decrease personnel turnover
• Improved profits through accurate call handling
  and managerial follow through

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Conclusion
Any Questions?
Thank You!!!