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Contact Center

Contact Center. First Contact: Not Your Everyday Call Center. Topics Covered • Challenges to Opportunities • Data Driven Decisions • Technical Dive & Data Visualization • Lessons Learned & Future Outlook. Introducing the Contact Center. We were faced with a challenge …. 37,000

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Contact Center

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  1. Contact Center First Contact: Not Your Everyday Call Center

  2. Topics Covered • Challenges to Opportunities • Data Driven Decisions • Technical Dive & Data Visualization • Lessons Learned & Future Outlook

  3. Introducing the Contact Center We were faced with a challenge … 37,000 Average Monthly Phone Calls Ineffective customer service High rate of dropped calls and invalid extensions

  4. So, we did research … We assembled a dedicated content analysis team to collect call data Each call was answered, logged, and categorized into a database We extracted information from the data to determine effective solutions

  5. Data Capture Process

  6. Pilot: Total Calls Received

  7. Pilot: Calls By Topic

  8. Pilot: Calls by Agent

  9. The results showed … Decrease in duplicate calls per day Decrease in voicemails received Higher quality customer service

  10. Data Driven DecisionsLeo Alvarez Chief Financial Officer

  11. What we determined beforehand: • We wanted cloud-based services • We needed it to integrate with our Cisco phone system • It needed to be multichannel (phone, email, sms, web chat) • It needed to work from anywhere

  12. Product Comparison

  13. Cost Analysis - Deep Dive

  14. Cost Analysis - Deep Dive

  15. Build a Dedicated Contact Center Internal group of staff members utilizing multi-channel software

  16. Technical Dive & Dashboards Steven Nguyen VP of Innovation and Technology

  17. Based on data from initial discovery, CSCF reviewed several vendors:

  18. We selected inContact • Agents take calls with the MAX call agent • Any phone can be used by the agent, this includes cell phones • MAX client works anywhere. No software install is required • inContact offers many connectivity options. CSCF selected a direct SIP connection

  19. InContact collects caller information in a RAW format. We needed Data Visualization Tools!

  20. Contact Center Dashboard

  21. Contact Center:Lessons Learned & Future Outlook Leo Alvarez Chief Financial Officer

  22. Keep it AGILE and Fail FAST • Iterative changes based on customer inquiries & data

  23. Business Process Management • Leads to Innovation • Guides and role-playing training • Frequently Asked Questions (FAQs) • Interactive Voice Response (IVR) • Call tree description and formatting • Customer preparation • Disposition of calls

  24. Communication • Executive Project Sponsor • 2-way communication • Quality of service • Contact website scrubbing

  25. Increased support from 4 to 6 Contact Center agents • Dedicated Business Hub – direct access to the Job Order Unit Staff • The soft referral to the Business Consultants and LVERS has resulted in: • 80+ referrals to staff in 10 weeks

  26. Contact Center: Future Outlook • Building on current tools • Virtual Services • Full customer case management vs case support • Career Coaching anywhere • Incentivized flexibility • Customer Relationship Management • Lead conversion

  27. Questions or Comments?

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