Think Outside Box or Cubicle New Approaches for a New World

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Think Outside Box or Cubicle New Approaches for
a New World

• Gary Rosenberger
• Application Sales Manager and Solutions
  Specialist
• Oracle Contact Center Anywhere

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2008 Contact Center Goals- CRM Magazine Feb
2008, Donna Fluss

• Increase Productivity, but reduce expenses
• Often only significant goal
• Improve Customer Experience
• Generate Incremental Revenue

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And if those were not challenging enough

• Retain Customers
• Managing multiple sites
• due to growth, mergers/acquisitions
• Seasonal peaks
• After hours coverage
• Reduce agent attrition
• Identify WHY customers are calling
• Prevent outsourcing

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How will you do it?

• You need to think outside the box, or cubicle and
  utilize technology and software to help you reach
  your goals!
• Offer Multiple communication methods or paths to
  your customers, but manage those correctly to
  ensure a satisfactory experience

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Virtual Agent PoolChallenges

• Technology
• Extending in-house systems to remote locations,
  agents
• Training
• On the fly training
• Supervision
• Are my agents REALLY working or are they watching
  Oprah?

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Agents Should Work Where it Makes Sense
Headquarters
Branch Small Groups
Corp Net (VOIP)
Mobile Agent
PSTN
Supervisor
Supervisor
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Agents at Home Is it Real?

• 20 of companies already use at-home agents in
  varied capacities
• Home based agents growing at 24 each year

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Benefits of Home-based Agents

• 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 more productive than in-house
  agents

• Sources IDC, Booz Allen, Yankee Group

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Add Staffing Flexibility

• 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

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Expand Existing Operations Use Remote Agents to
Provide Additional Coverage
Incoming 800 s
Corporate Network

• Seasonal peaks
• After hours coverage
• Special promotions

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The Link to the Agent

• PSTN, mobile phone, or VoIP phone connections
• Web-based interfaces provide access via internet

Corporate Network
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Multi-Media Communications

• PHONE, EMAIL, CHAT FAX
• How do you manage multiple communication strings?
• Are they effective?
• Are they necessary?

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Multi-Media is a Challenge
Inconsistent Customer Experience
Call Center
Online
Field Sales
Branch Location
Existing CRM Integration
Division B
Division A
Division C
Outsourcing Partner
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Increase Customer Satisfaction Through
Multichannel Support
Business Processes
Automatic Call Distribution
(ACD) Skills-based routing Interactive
Voice Response (IVR) Queuing Computer
Telephony Integration (CTI)
Workflow
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Global Skills-Based Routing

• A unified, multimedia queue with routing to the
  best qualified available agent, regardless of
  location

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IP Contact Center TechnologyMaking the Remote
Model Possible

• Dramatically reduced IT infrastructure costs
• Expanded access to labor
• Elimination of traditional inefficiencies by
  sharing all resources across sites
• Dramatically improves routing efficiency
  productivity
• Web-based, thin-client user interfaces
• Eliminate desktop-client administration costs
• Enable access from anywhere with an internet
  connection

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Q

A
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