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Customer Analytics: Strategies for Success

Customer Analytics: Strategies for Success. John Keyes SoundBite Communications. Agenda. Overview of analytics Contact center analysis Outbound analytics and optimization. Overview of Analytics. Performance Analytics Reports that show past performance and trends. Predictive Analytics

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Customer Analytics: Strategies for Success

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  1. Customer Analytics:Strategies for Success John Keyes SoundBite Communications

  2. Agenda Overview of analytics Contact center analysis Outbound analytics and optimization

  3. Overview of Analytics • Performance Analytics • Reports that show past performance and trends • Predictive Analytics • Models that make predictions / forecasts • Help to answer the following questions: • How has my contact center been performing? • What has been the best day and time to reach call recipients? • When should I change my treatment and/or script strategy? • Have recipients been responding across all types, scores, balances, and ages? • Help to answer the following questions: • Should I contact this account? • If so, what should my method of contact be? • When and how often should this account be contacted? • What is the probability of this account responding? • How much should I spend to try to get this account to respond?

  4. 3 levels of treatment

  5. Analytics Progression

  6. Examples: Performance Analytics

  7. Integration with analytics partners Analytical Data “Yes” • Calling Strategy • Optimization • Analytics “No” Holdout or Other Treatment

  8. Contact Center Analytics

  9. Contact Center Service Level Analytics Willingness to Hold

  10. Analyzing the Components of Wait Time 4 Seconds 18 Seconds 20 Seconds 8 Seconds 10 Seconds 12 Seconds 50 Seconds 22 Seconds

  11. Time of Day in the Contact Center “My average service level is 18 seconds so I don’t need to make any improvements to my contact center.” Tuesday Contact Center Analytics

  12. Skill Group Reporting

  13. AVM / Contact Center Analysis

  14. Skill Group / Right Party Talk Time Analytics

  15. Outbound Analytics and Optimization

  16. Calling Time Zone / Time Focus Analysis

  17. Call Pass Effectiveness Analysis 25 – 30% Live% 50 – 55% AM 1 Pass Total Inbound: DCs: 30 Callbacks: 22 65 – 75% Live% 15 – 25% AM 3 Pass Total Inbound: DCs: 75 Callbacks: 10

  18. Day of Week Analysis

  19. Time of Day Analysis

  20. Banding Results: By Balance

  21. Banding Results: By Age

  22. Banding Results: By Score

  23. Script Effectiveness

  24. Device Escalation Effectiveness Analysis Work, Home, Cell 1.88% Promise % 2.18% Promise % Home, Home, Cell

  25. Multi-lingual Scripting Options Add Spanish Option

  26. Geographical Analysis-Voice Dialects

  27. Dashboard / KPI Management

  28. Summary • Start with contact center performance analytics • Outbound performance analytics • KPIs and measurement • A/B testing • Predictive Analytics • Don’t just look at averages • Drill to the lowest level • Measure, Measure, Measure!

  29. Thank you! John Keyes SoundBite Communications jkeyes@soundbite.com 781-359-2236

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