Discover the Hidden Value of Your Customer Interactions

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Discover the Hidden Value of Your Customer
Interactions

• David Lezak, Ph.D.
• President
• Wygant

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Todays Call Centers

• Efficient practices
• Meet regulatory demands
• Accurate sales orders
• Provide first-class customer service

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Wygant integrates with
these PBXs and dialers, plus many more.
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Quality Monitoring Process
Coaching
Rewards
Customer Contact
Quality Monitoring
Analytics Business Intelligence
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Impact to the bottom line
The average consumer must call a company 2.3
times before an issue is resolved. Future
purchase intent drops from 76 to 55 with the
second contact. Study by Portland Research
Group, destinationCRM.com, 4-12-2004
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Business benefits

• Target training
• Recognize areas that need managements attention
• Monitor progress
• Evaluate your scripts and processes
• Gather customer satisfaction and marketing data
  Business intelligence

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Business intelligence
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About Wygant

• Founded in 1983
• Consistent focus on IVR and call recording
  solutions since inception
• Solutions configured for customers needs
• Proven success in the market
• 30,000 seats installed
• 90 of revenues come from contact center
  customers
• Customers include 1 in 10 of the Fortune 500
  companies and 25 of the top 50 teleservices
  agencies.

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A few of our customers
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Integrated solution

• Review 1 to 100 of your customer interactions
• Create customized forms to track key performance
  indicators you need
• Evaluate your agents consistently using the same
  performance factors
• Track all information in centralized system
• Set up automatic distribution of reports
• Relay business intelligence to other areas of
  your enterprise.

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Innovative Communication Systems (ICS)

• Based in Austin, Texas
• Provides telecommunication solutions for business
  customers
• Operates a 28-agent inbound call center for a
  leading global communications provider.
• Installed Encore in 2003
• Encore has absolutely offered more ingenuity
  and more options for solutions than any product
  weve tried.
• Bill Simons, Vice President Marketing, ICS

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Challenges

• Required to adhere to strict customer service
  guidelines by client
• Reviewed 100 of recordings no filtering
  mechanism available
• Used handwritten notes and non-standard scoring
  methods
• Demanded significant employee resources

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Immediate advantages

• Use a random sampling of agent conversations.
• Grade agents consistently using customized forms.
• Locate areas that need managements attention.
• Compare scores for top performing agents with the
  scores of lower performing agents to recognize
  areas that should be targeted.

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Agent S.O.S.

• Did not introduce himself properly to meet
  requirements.
• Did not offer the correct product based on the
  customers installed product.
• Needed more product training.
• Did not explain the relationship between ICS and
  their client to the customer.

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Marked improvement

• All KPIs show marked improvement
• Overall evaluation score increased from 35.7 to
  91.9
• Agents sales numbers also show an increase.

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Solutions with new software

• Closing ratio has increased dramatically by
  107. Now have the highest closing ratio of all
  the companies that are participating in this
  project.
• Order error rate has decreased from 7.2 to 1.25
  due to a standardized grading platform and a
  consistent, published expectation list.
• Time required to measure these agents has dropped
  by approximately 75.

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