Dec 28, 2015
About Netcall
• Netcall PLC listed on the LSE• 15 years of profitable trading• Debt free• UK based business solutions provider
– In-house design, engineering and support based in 3 UK sites– Providing customer premise or hosted solutions– 750 customers in the Commercial, Health and Public Sectors– 150 Staff working within our company values
• Customer focus
• Great solutions• Quality
• Teamwork
Our Goals
• Help organisations improve their customer engagement performance
• Make interactions between customers, patients or citizens and organisations easier
• Give organisations and individuals more choice and flexibility - freeing up time and resources
Choice of
channel
• Evolving customer contact as citizens go mobile
• A customer-focused approach to citizen contact
• Contact centres make a difference – Improve service delivery– Generate strategic advantage
Customers have a
clear future view
• Choice in ‘how’ and ‘when’ they access services
• Quick and efficient delivery of services
• Deal with organisations that are helpful and informed
Inbound activity
type
Source: ContactBabel: Customer 2.0: Customer Experience and Profitability in the New Economy. June 2010
http://www.contactbabel.com/reports.cfm
Actual interactions
2012 Survey
Source: ContactBabel: The UK Contact Centre Decision-Makers' Guide (10th edition - 2012)http://www.contactbabel.com/reports.cfm
Telephone (agent), 73.0%
Email, 15.4%
Tele-phone (self-
service); 3.2%
Letter; 3.6%
Fax; 1.6%Text chat/ Instant Messag-
ing; 1.3% SMS; 0.5%Social Media; 0.7% Other; 0.7%
Ofcom
Communicator Types
Research
‘Always on’ (22% of adults) The youngest group, with half (50%) aged under 35, they communicate a lot, especially with their friends and family.
‘Enlightened’ (19% of adults) A younger group, with 44% aged under 35, enlightened communicators like to keep up to date with the latest technology.
‘Middle-of-the-road’ (22% of adults) Generally aged 35-54, their levels of communication are much more in line with the general population.
‘Conventional’ (21% of adults) The oldest group, with almost half (47%) aged over 65, conventional communicators tend to be retired and live on their own.
‘Detached’ (16% of adults) More likely to be men across a wide range of ages, communication isn’t a priority for them.
http://media.ofcom.org.uk/2012/11/13/which-type-of-communicator-are-you/
Intelligent Contact Handling Workforce Optimisation Enterprise Content Management Business Process Management
Ofcom Research- Communicator Types
http://media.ofcom.org.uk/2012/11/13/which-type-of-communicator-are-you/
Intelligent Contact Handling Workforce Optimisation Enterprise Content Management Business Process Management
Preferred method of communicating with businesses and services-
Voice- Landline Face-to-face Voice- Mobile Email Post0%
5%
10%
15%
20%
25%
30%
35%
Contact for official matters e.g. council
Note: Other mentions by 3% or less included text messages, social networking, VoIP calls
Ofcom Research2012
Intelligent Contact Handling Workforce Optimisation Enterprise Content Management Business Process Management
Net predicted changes in communication methods that will be used in the next two years-
sVoIP
Text
Messag
es
Mobile- V
oice
Socia
l Netw
orks
Instant M
essag
es
Face
to face
Web
site c
omments
Micro- b
logging
Landlin
e- Voice Post
-25%
-20%
-15%
-10%
-5%
0%
5%
10%
15%
20%
UK population
Ofcom Research 2012
How you can
show the money
INTELLIGENT CONTACT HANDLING
WORKFORCE OPTIMISATION
ENTERPRISE CONTENT
MANAGEMENT
BUSINESSPROCESS
MANAGEMENT
Show Us The
Money
£ Dacorum Borough Council ContactPortal™- Routes 100% of calls, using only one number
£ East Dunbartonshire Council- 2,000 internal calls handled per day by ContactPortal™
£ Chester West Council- QueueBuster® showed a productivity gain of 3.5 agents
£ Canterbury City Council- Additional self-service Payments solution cuts call costs by 89%
£ Wandsworth Borough Council- Direct Debit Automation has helped to reduce transactional costs by 87%
INTELLIGENT CONTACT HANDLING
Show Us The
Money
£ Colchester Borough Council- Reduced customer call waiting time from 2 minutes 34 seconds to 39 secs
£ Colchester Borough Council- Increased average resolution rate of over 90% for all services
£ UCAS- Increased call capacity by 3,000 calls per day
£ Canterbury City Council- Additional self-service Payments solution cuts call costs by 89%
£ Broxbourne Housing Association- Surveys saved postal and printing costs of at least £8,000 p.a. and provides real-time results
WORKFORCE OPTIMISATION
Show Us The
Money
£ Eden enables data from disparate sources to be displayed in a single screen. The platform enables two-way integration, which allows you to enter and update data in the systems and sources via the browser-portal.
£ The platform supports partnership working and shared services, facilitating the secure integration of any data source on a network such as CRM, HR/Payroll, Financial, Housing, Electoral and Benefits systems,
£ Works with more than 30 other systems including Lagan and Pitney Bowes.
£ Mid Yorkshire Hospital - DNA rate was reduced to just 9% with Appointment Management Cycle
ENTERPRISE CONTENT
MANAGEMENT
Show Us The
Money
£ Sutton Housing CRM- information available first hand, increasing the capability of staff and opening up the organisation as a first contact resource.
£ Victory Housing CRM- a single view of all pertinent tenant information collated from other systems. Workflow Management for managing interactions in line with Service Standards, e.g. complaints, ASB, rent enquires.
£ The UK Forestry Commission provides an easy way for the Public to be consulted in the felling of trees approval with Web access to forms and workflow for processing.
£ Royal Borough of Windsor and Maidenhead- EDMS delivers more cost effective and efficient services. Modules include Finance, Revenue & Benefits, Planning, and HR.
BUSINESSPROCESS
MANAGEMENT
In Summary
A Perfect Storm……….
Financial pressure to reduce cost of service delivery Citizen pressure to increase channels and availability of
services
• Netcall provides end-to-end engagement solutions to the Public Sector that are proven to deliver ROI.
• Reducing cost and improving customer experience are not mutually exclusive.