Make Your Contact Center Smarter: Best Practices

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Make Your Contact Center Smarter Best Practices

• Brian Spencer, President

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Contact Center Definition

• Contact centers are a combination of people,
  process and technology organized to achieve a
  specific mission through communications

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Strategic Makeup

• The type of contact center defines its goals
• These goals dictate the critical processes
• People are selected and trained to perform
  critical processes
• Technology is used to enable/improve critical
  processes or drive meaningful efficiency

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Need Drivers Processes

• Profit Center

• Cost Center

• A profit center directly contributes revenue and
  profits to the company

• A cost center does not contribute revenue, at
  least not directly, to the company

Need drivers by type of call center

• Drive revenue growth
• Develop processes to scale with demand
• Maintain or improve operating margins
• Verify applicable regulatory compliance

• Control costs
• Develop processes to reduce or deflect demand
• Maintain a defined level of customer satisfaction

Critical Processes

• Compliance
• Agent training development
• Best practices identification

• Agent training development
• Escalation / dispute handling
• Satisfaction measuring

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Value Equation
Proactive
Training Development
Best practices identification
Call Scripting
Best practices identification
Training development
Compliance
Call scripting

• Its reactive only used when audited
• Low value used to meet external standard, not
  business driver

• Somewhat reactive develop once and change when
  necessary
• Modest value consistency is critical, but a
  call script process is only the beginning

• Moderately proactive need to seek them out
• High value knowing what drives business results
  provides control

• Very proactive takes consistent work to develop
  talent
• Highest value builds consistent use of best
  practices for maximum results

Compliance
Reactive
Impact on Success
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Voice Documentation

• Address critical processes across spectrum
• At minimum one gains compliance and protection
• Use as reaction to exceptions to identify best
  practices
• Be active and constantly develop people and
  process

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Recording for Compliance
Compliance Requirements

• FTC Telemarketing Sales Rule
• FTC Telephone Order Merchandise Rule
• Various SEC and FINRA regulations

Value of Compliance

• Revenue protection
• Avoidance of penalties and fees
• Avoidance of bad press

Solution Drivers

• Reliability
• Efficiency of data retrieval

• Security
• Authenticity verification

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Case Study

• Deployed Voice Documentation for liability
  management
• Protect revenue through fast retrieval of
  recordings to verify sales and retain customers
• Use authenticity verification to admit voice
  documents as evidence, protecting assets

If a customer complains about service they
received, were able to play the call back for
them. It eliminates the need for he said/she said
situations and is very effective. Jorgia
McAfee, VP Operations, CPSS
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Recording for Best Practices
Best Practice Identification Process

• Reactively monitor agents who produce
  exceptionally good or bad results
• Reactively monitor teams producing exceptional
  results

Value of Best Practices Identification

• Increase revenue by sharing good sales technique
• Increase revenue by reducing bad practices
• Control cost by reducing wasteful practices

Solution Drivers

• On demand accessibility
• Live or historical monitoring

• Ability to share examples with team

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Case Study

• Began with compliance requirements for
  transaction verification
• Moved up the value ladder by developing a
  training process around best practices
• Overall performance soared with sales increasing
  over 35

We use the calls every night in our sales
meeting as a training tool, playing back the
calls of the day Weve increased our business
flow and reduced headcount. Thomas Reamer,
Director IT, IMS
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Recording for Development
Personnel Development Process

• Establish performance standards and metrics for
  critical processes
• Systematically evaluate performance
• Base training, promotions and changes on
  performance reports

Value of Personnel Development

• Increase revenue through improved performance
• Control training costs by focusing on those
  demonstrating ability
• Control personnel costs by reducing non-performers

Solution Drivers

• Recordings linked to evaluations

• Reporting on evaluations
• Graphs for easy analysis

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Case Study

• Perform outsourced marketing and sales services
• Implemented rigorous training and development
  processes to improve their product
• Share voice documents with customers and
  prospects to demonstrate their competitive
  advantage

"It's actually given us a competitive advantage
we never initially expected. We can drop our
customers and prospects a CD to demonstrate
quality assurance just like that, and all the
information is there, including the calls
themselves." Mary Dedrick, COO, Performark
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Making the Center Smarter

• At the individual level a contact center peaks at
  its smartest single agent
• The person that tough customers ask for by name
• Top organizations surpass this ceiling by
  networking knowledge, creating a cumulative
  effect
• thats a great question, let me consult our
  knowledge base and see what our experts say
• This is easy in non-real-time interactions where
  the agent can take time to research

How does this apply in a real-time contact center?
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Knowledge Networking
Precise
Inefficient
Efficient
Imprecise
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Why Voice Documentation?

• Voice Documentation is more than recording

• Authentic copy of original call
• Markup tools to highlight key points
• Annotation tools to append call with notes
• Segmented sharing for efficient collaboration

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The Effect on the Center

• Voice Documentation facilitates an efficient,
  precise transition from a real-time contact to a
  non-real-time contact

• Not all contacts can be resolved in real-time
• Voice Documentation is the most efficient and
  accurate means to transition into non-real-time
• The result is knowledge networking with the best
  equipped person
• Includes complete audit trail with full
  annotations

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Voice Documentation Enabling Best Practices
As a solution, Voice Documentation can address
all levels of the value equation in a profit
center

• Compliance and protection through reliable
  recording, efficient retrieval and authenticity
  verification
• Best practices identification through reactive
  monitoring of live calls and recordings along
  with email sharing
• Personnel development through consistent
  processes linking individual calls to performance
  trends, gaps and training initiatives
• Efficient knowledge networking, making the
  contact center smarter

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Questions?
Thank you!