Management Information

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Management Information Solutions
MASTERCLASS
EWD
Fun facts to know and tell about the EWD
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Master Class EWD

1. Introduction to the dialler and EWD
2. Dialler Metrics and You
3. Sources of Data Part 1 EWD/Unison
4. Sources of Data Part 2 Xcalibur/Nice

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Introduction to Dialler and EWD

• What Is the Dialler
• What does that look like
• What is EWD
• What does that look like
• EWD Broken Down
• Download Contact List Creation
• EWD and the Dialler
• Dialler, Xcalibur, Agent Others
• 4. One big happy family
• Glossary of Terms
• Questions

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What Is The Dialler
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Master Class EWD What is a Dialler
A Dialler is an automated dialling system, which
when fed a list of accounts will systematically
dial numbers and present those accounts to agents
logged into the dialler. The agent will then
action the accounts and send a disposition code
back to the dialler. The disposition code simply
lets the dialler know what to do with the account
next. GE Utilizes a UNISON brand dialler. There
are four (4) in total 1. Burnley 2.
Buranda 3. Parramatta (I think it has been
relocated) 4. New Zealand Important Note
Agents in Australia dont log directly in the
dialler to work. Instead they use a GUI called
Xcalibur. This is just a nice visual application
which enables them to work more effectively with
the dialler and host system. Well touch more on
Xcalibur a little later on.
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Diallers were utilised in GE as individual
entities. They operated independently of one
another. With the introduction of EWD this
changed how the diallers worked and how we
reported information.
Master Class EWD What That Looks Like UNISON
Buranda
Burnley

1. Download from Host
2. Imported into the dialler
3. Dialler applies filters to create contact lists
4. Agent logs into Xcalibur
5. Dialler sends account to agent via Xcalibur
6. Agent actions account via Xcalibur and sends
   disposition back
7. Repeat steps 5-6

Download
Download
Contact Lists
Contact Lists
Dialler
Dialler
XCalibur
XCalibur
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What Is EWD
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Master Class EWD What is EWD
EWD is NOT a dialler. EWD is simply a dialler
management tool. It enables us to run multiple
diallers in any location (that includes globally)
from a single location. This gives us far greater
control over our list management and resource
management. Think of EWD as the master and the
dialler the slave. The dialler is doing all the
actual dialling, EWD is just telling it what to
do. The introduction of EWD into GE in 2006
completely changed the way that collections
operated in Australia and required significant
changes to where data is sourced, calculation of
metrics and what information is now available to
us. EWD looks complex, but key to understanding
it is to understand the relationship between EWD
and the dialler. Once you understand that,
everything else will fall place. What Does It
Look Like Now?
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Master Class EWD What That Looks Like EWD
Download

1. Download from Host
2. Imported into EWD
3. EWD applies the filters to create the contact
   lists
4. Agent logs into Xcalibur
5. EWD sends accounts down in batches into the
   Diallers based on agent availability
6. Diallers dial the accounts sent by EWD
7. Dialler sends accounts to agent via Xcalibur
8. Agent actions account via Xcalibur and sends
   disposition back
9. Diallers send the results of calls back to EWD
10. Repeat steps 5 to 9

Contact Lists
EWD
Buranda Dialler
Burnley Dialler
XCalibur
XCalibur
What are the benefits of EWD? Why did we
implement it?
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EWD Broken Down
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Master Class EWD Download Contact List
Creation
Step 1 The Download Step 2 Contact List
Creation
Host System
Probe
Download

• Vision (Cards)
• ICBS (PL)
• Genesis (Motor)

PROBE is the risk tool that makes the decision
about what accounts will qualify to get sent to
the dialler
The download is an extract generated by probe
containing all the accounts that qualify to be
sent to the dialler. The download contains
multiple pieces of information about the account
that EWD will need in the next phase There is
going to be a download for each host system
Download
EWD Filter
Contact list
Created in step 1 Each download gets loaded into
a different region in EWD called an application.
The filter is what is going to create each
individual contact list. Contact lists are simply
how we have chosen to split up our file. When it
arrives for cards it will contain 70000
accounts. The filters split that volume up
according to collections strategy and compliance
The Contact Lists have now been created in EWD
and we can commence dialling.
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Master Class EWD EWD and the Dialler
Step 1 Decision Making Time (DOT) How will the
contact list be run? Predictive
Preview What is the number strategy? What contact
lists will I run? Once these have all be set and
agents are detected as being logged we are ready
to go Step 2 Decision Making Time (EWD) EWD will
review each account individually and asses
whether it is suitable for dialling based on
parameters that have been issued by the dialler
team (phone number strategy, exclusion lists or
disposition strategy) and that it has built into
its functionality (Time Zone Restrictions). It
will then send a batch of accounts to the Unison
dialler with their instructions. Step 3 Were
Dialling
Phone Answers
Well address what happens next in the following
slides
EWD Sends Account
Dialler dials the account
Dialler sends the account back to EWD with a
System Disposition a code letting the EWD know
what happened
Phone doesnt answer
The dialler can simultaneously call over 100
lines at a time
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Master Class EWD Dialler, Xcalibur, Agent
Others
Step 1 I have someone on the line When the phone
answers, the dialler then sends that account to
the next available agent that it detects through
Xcalibur. If no agent is available it will put
the customer on hold. If the customer hangs ups
or if the dialler hangs up, it will send the
account back to EWD without sending it to the
agent with a system disposition In predictive
this is where pacing of the dialler comes into
play. Simply, how fast do I run the dialler, too
fast and I will have a lot of hang ups, too slow
and we will have agents sitting waiting for
accounts.
Phone Answers
Account sent agent via XCalibur
Agent Actions the Account
Once call complete agent selects disposition
Once the agent is through actioning the account
they select a list of options that will tell the
dialler what happened on the call, these are
agent dispositions
Disposition for the account gets sent back to the
dialler
Dialler sends the account back to EWD
EWD decision making process starts again
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Master Class EWD Dialler, Xcalibur, Agent
Others
Xcalibur Picture
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Master Class EWD Dialler, Xcalibur, Agent
Others
The other two components to this diagram dont
actually participate in the dialling activity put
it is important to know where they slot in. The
real diagram looks like this
Host System
Nice MQS
Nice MQS The agents calls are monitored and
recorded via Xcalibur. Pieces of information are
sent to Nice via Xcalibur. Such as the contact
list, account number, agent disposition Host
System The above diagram shows how Vision is
updated. The agent enters all notes via Xcalibur
and Xcalibur sends the notes and actions to the
host system. This is so the host system is
updated with the information. For personal loans,
they dont enter the notes via Xcalibur they
update the host directly.
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Master Class EWD One Big Happy Family
Probe
Download
Host System
Contact Lists
EWD
Buranda Dialler
Burnley Dialler
Host System
Host System
XCalibur
XCalibur
NICE MQS
NICE MQS
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Read the book, seen the movie, watched the
musical and still have no idea whats going on?
Questions?
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Glossary of Terms
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Master Class EWD Glossary
Application Enterprise Wide Dialler Unison
Dialler System Disposition Agent Disposition Host
System Xcalibur Predictive Dialling is where the
dialler is the system making the calls. It will
call hundreds of accounts at the same time, if it
gets an answer it will queue that account to be
worked by an agent. It it doesnt get a response
it will simply record what response it did get
(system disposition) and move on to its next set
of instructions. Timing and staffing is very
important in predictive dialling, if it runs too
slowly well have idle agents if it runs too
quickly we will have a lot of people abandoning
the call. Preview dialling is where the agent is
making the calls, the dialler is more or less a
work flow tool. Feeding the accounts
systematically to the agents when they become
available. The dialler can do delayed dialling,
for example 5 second preview, where it will
present an account to the agent and dial a number
5 seconds later, giving the agent time to review
the account.
Lets take a closer look at what this looks like.
First predictive.
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Master Class EWD Problem Solving

• Scenario
• On the XX of May 2009 an agent on the floor
  reported being presented with an account through
  the dialler that had already been called earlier
  in the day, the customer was spoken too and a
  promise taken. Investigation of the account
  showed that it has a PTP disposition in NICE and
  Excalibur, however the dialler shows a different
  code (BN). The Dialler Leader has asked you to
  assist in finding all PTPs that returned to EWD
  as BN outcomes.
• Severity
• This is a severity one issue and investigation is
  time critical. Calling back customers on the same
  day after customer contact is a major compliance
  breach. If this is not shown to be an isolated
  issue the dialler will be shut down whilst the
  problem is fully resolved and investigated.
• Objective
• Provide any account(s) that have been impacted
  by this problem.
• Confirm if this is an isolated incident or has
  multiple occurrences

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Master Class EWD Problem Solving

• Resources
• Nice call recording data for day in question
• contact_event table for day in question
• Disposition group mapping
• NICE call recording and contact_event for
  previous days
• Hints and Notes
• All times in contact_event are time stamped as
  GMT 0. Australia and the Nice call recording
  data are time stamped GMT 10.
• Dispositions in Nice and EWD arent going to
  match in all instances

Problem solving is evolving. Work the problem.