Confidential — Proprietary VIPdesk Information 1 1 Home-Based Agents The Crown Jewels of Customer Service VIPdesk Webinar Series May 27, 2010 View The Webinar Presented By: Jack Heacock: SVP, Telcoa: The Telework Coalition Sally Hurley: President, VIPdesk
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Home Based Agents The Crown Jewels of Customer Service Sally Hurley VIPdesk_Jack Heacock Telcoa_052710
Virtual contact centers: the basics At-home agents: providing intuitive customer service Increasing customer satisfaction and revenue via a home-based team Profile of an at-home agent: how talent drives success Recruiting and managing home-based agents Environmental benefits of a home-based workforce Real-life examples of successful virtual customer care
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Confidential — Proprietary VIPdesk Information 11
Cover Slide
Home-Based Agents The Crown Jewels of Customer Service
VIPdesk Webinar Series May 27, 2010
View The Webinar
Presented By:Jack Heacock: SVP, Telcoa: The Telework Coalition
• 20+ years delivering premium service for Fortune 500 brands
• Passion for service
• Committed to building a culture that supports work-life balance
• Proud to be a green company-supporting thousands of individuals that work from home across North America
• President of Entrepreneurs Organization
Sally HurleyPresident
Jack HeacockSr. Vice President
• Co-founder of the Telework Coalition, Washington, D.C.
• Call Center Magazine “Pioneer Award” winner for Work@Home™ Agent Programs
• Nationwide human resources and payroll corporate systems; telecommunications; and facilities Project Director for Amtrak
• Lt Colonel U.S. Army Signal Corps (Retired)
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Agenda
• Virtual contact centers: the basics
• At-home agents: providing intuitive customer service
• Increasing customer satisfaction and revenue via a home-based team
• Profile of an at-home agent: how talent drives success
• Recruiting and managing home-based agents
• Environmental benefits of a home-based workforce
• Real-life examples of successful virtual customer care
Copyright 2010, The Telework Coalition, All Rights Reserved
“Why” a Work@Home™Solution
~The Crown Jewels of
Customer Service
May 27, 2010
VIPdesk Webinar Series
Copyright 2010, The Telework Coalition, All Rights Reserved
• Better educated, more mature agents• Greater agent and customer satisfaction• Larger pool (geographic area) of agents• Improved agent retention and skills base• Part-time and Split-Shift agent availability• Less use of imported energy• Reduced congestion, pollution, and injuries
Work@Home™ Quality
Copyright 2010, The Telework Coalition, All Rights Reserved
• Homesourcing (Work@Home™)Benefits
• Avoid lay-offs in tough economic times• Reduced cost per agent• Better ‘corporate’ and ‘customer’ memory• Trending for Bank Cards, Annuities,
Investments, Insurance, Medical advice, scheduling, and triage, 411, 911, etc.
• Recommendations by The Tower Group• March 2008 – Homesourcing Call Centers• March 2010 - Telecommuting: A Targeted
Solution…
Work@Home™ Costs
Copyright 2010, The Telework Coalition, All Rights Reserved
Copyright 2010, The Telework Coalition, All Rights Reserved
• Emerald: Enthusiastic, fresh, and genuine service
• Ruby: Satisfaction and resolution ~ The 1st time and every time
• Safire: Customer needs anticipated and fulfilled with comfort and up-selling opportunities
• Diamond: Improved cultural and understanding focus
• Pearl: Word of mouth customer-to-customer 3rd party referrals
Work@Home™ The ‘Crown Jewels’ of Customer Service
Implementing:Do it yourself or outsourcing?
• While distributed work cannot occur without the enabling technologies, the P³’s are often the greatest ‘challenge’ to coordinate and develop
• To achieve the objects of improved quality, cost containment, and speed of implementation many are partnering with those who have a demonstrated track-record of virtual customer care success
Copyright 2010, The Telework Coalition.
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Our Passion
Our clients trust VIPdesk to represent their brand as a seamless extension-- providing exceptional service to their customers, that helps ensure customer retention and drive revenue.
. . . making great brands even better
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Example- Home-Based Program Achievement
• Exceeded AOS goals by 19.8%
• Beat Credit goals - 11% for the year
• Beat AHT goals by 2.5% for the year
• Increased Customer Sat Quality from 93 to 95%
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Case Study 1
Call Type: Sales and Customer Service
Objective: Improve customer experience while addressing seasonal volume
Challenge: Temporary help needed to answer heavy spike in seasonal volume; inconsistent service delivered across multiple team was impactingcompany brand and quality was suffering
Solution: Deployed dedicated, home-based team with retail sales experience who love the brand
Impact: Service levels up by 60%; email completion rate improvement of 41%; reduced program AHT for the client by an average of 22 seconds within 2 months
International Multi-Merchant Retailer
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Case Study 2
Call Type: Credit card customer support and rewards and benefits management
Objective: Provide dedicated team to handle multiplebenefits and rewards call types
Challenge: Fragmented experience- too many vendors, inconsistent customer experience
Solution: Consolidate vendors, leverage dedicated home-based team with travel expertise, provided a singlevoice structure
Impact: Dedicated team allowed client to consolidate vendors, improved first-call resolution by 40% and improve the Card Member satisfaction by 15%
Global Credit Card Provider
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Case Study 3
Call Type: Incoming orders, order tracking, customer service
Objective: Improve customer experience; drive sales results, and maintain cost per contact
Challenge: Premium customer segment, phone, email and chat handled by 3 teams/vendors, poor customer experience
Solution: Provide single highly-skilled home-based team with both customer service expertise and apassion for fashion
Impact: Increased total service sales by 23% and cost-per-contact by 18% year-over year
Luxury Online Fashion Retailer
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Q & A
“On the average most organizations report a loss of approximately 50% of their customer base every 5 years.”
Jim Novo The Drilling Down Project
“Considering a million dollars in business over a 10 year period with a 10% inflation rate, an organization can improve revenues by 49% with a 10% increase in customer retention.”
American Management Association
“A 5% increase in customer retention can potentially boost profits by 25-125%... Acquiring a new customer can cost 6 to 7 times more than retaining an existing customer.”
Fredrick ReichheldThe Loyalty Effect
“46% of respondents reported they quit doing business with a company in at least one industry category in the past year as a result of poor service.”
Accenture consumer survey
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