Make Your Contact Center Smarter: Best Practices

2. Make Your Contact Center Smarter: Best Practices Brian Spencer, President

3. Contact Center Definition Contact centers are a combination of people, process and technology organized to achieve a specific mission through communications

4. 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

5. Need Drivers & Processes Profit Center Cost Center A cost center does not contribute revenue, at least not directly, to the company A profit center directly contributes revenue and profits 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

6. Value Equation Proactive Training & Development Best practices identification Training & development Best practices identification Call Scripting Compliance Call scripting • It’s reactive – only used when audited • Low value – used to meet external standard, not business driver • 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 • Somewhat reactive – develop once and change when necessary • Modest value – consistency is critical, but a call script process is only the beginning Compliance Reactive Impact on Success

7. 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

8. 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

9. 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, we’re 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

10. 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

11. 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… We’ve increased our business flow and reduced headcount.” Thomas Reamer, Director IT, IMS

12. 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

13. 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

14. 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 • “that’s 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?

15. Knowledge Networking Precise Inefficient Efficient Imprecise

16. 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

17. 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

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

19. Questions? Thank you!