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When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Mar 29, 2015

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Page 1: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.
Page 2: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

When Is a Call Centre a Contact Centre?

Peter Leung

Business Development DirectorCRM / Contact Centre SolutionsNE Asia

Page 3: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

BT’s Mission

We are in the business to be the partner of choice for creative, valued and reliable Information Communication Technology (ICT) services and solutions.

Page 4: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Experienced delivery of solutions

and value added services

OUTSOURCING

IP

CRM

MOBILEVOICE &

DATA

DESKTOPMANAGEMENT

APPLICATIONSMANAGEMENT

& HOSTING

Page 5: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

BT’s Contact Centre Experience

• Largest Intelligent Network & CRM operation in Europe

- 21m customers

- 20,000 call centre agents

- 2.6m customer contacts per day

- 12m transactions per day

• Multi-channel approach : web and e-mail; call centre; mobile; field sales & services and channel partners

• Newcastle Call Centre - best multi-media contact centre in European Call Centre of the Year Awards

• £200m investment over 5 years

Page 6: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Chinatown Telephone Operator

Chinese telephone users in Chinatown, San Francisco, make eight call a day per telephone, while San Francisco itself, averages four daily, a high average for large cities, according to the Pacific Telephone and Telegraph Co.

Page 7: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

The ‘First’ Call Centre

Page 8: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Fast Forward To India…

In 2003, India had an estimated 92,000 agents and 1,561 call centres. This number will grow at a CAGR of 20.7%, reaching 237,000 agents and 3,920 call centres by 2008.

For China, 35,000 agents in 2003 growing to 102,000 by 2008

Source : Datamonitor

Page 9: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Second — Initial Productivity and

Visibility

Vision

Strategy

Technology

First — None Third — Functional

Effectiveness

Fourth — Intra-enterprise Integration

Fifth — Value-Network

CollaborationState

Call Handling Call Center Contact Center Interaction Hub

KM, blended centers, analytics, collaboration, BPM, e-learning, consolidated reporting, alerts/triggers

QM, WFM, CTI, workflow mgmt., scripting, voice tools. Back/front-office integration, reporting, feedback

Siloed channels, answer calls, basic customer service.Danger: No call center

Efficiency, systemized routing of calls to best agent. Danger: Siloed

Effectiveness.Multichannel inquiries, coordinated customer service, customer input.Danger: Siloed

CEM. Dynamically anticipate and provide customer service in real time, internal/ external collaborationEnterpriseStrategy

Customer memory. Create repeatable experiences, strengthen intimacy, communities Danger: inadequate decision support

POTS: PBX/ACD, call queuing, fax

Skills-based routing, IVR, common database, CSS applications “log and flog”

Decision support, advanced KM, IM, advanced collaboration,business performance mgmt., predictive analytics

ResponsiveAble to Answer Personalized Proactive Collaborative

The Customer Service Value Framework:From Silo to Enterprise Strategy

Source : Gartner

Page 10: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Why Do Business Need An IP Based Contact Centre?Do you need:

• Cost effective options to expand the reach of your contact centre to remote sites, countries or home-based agents?

• Disaster recovery or emergency overflow capabilities?

• A broader pool of talent from which you can recruit agents?

• Centralised management of contact centre applications?

• New ways to reduce operating costs or toll charges?

• Multi-media support or Universal agents?

Page 11: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

PSTN

PBX

Software PhoneIP Phone

PSTN

RemoteOffices

VoIP

Integrate VoIP Into Your Legacy Call Center is ‘Easy’

ACD, IVR,

CTI, VR Servers

IP G/W

….But Complex And Expensive To Build & Support

Enterprise LAN/WAN

Page 12: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Possible Savings Through IP Trunk Consolidation

ELAN

CLAN

IP Trunk

ACD, IVR, CTI, VR Servers

CLAN

ELAN

IP Trunk

ACD, IVR, CTI, VR Servers

….But Complex And Expensive To Scale

Enterprise LAN/WAN

Network Control Centre

Page 13: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Macau Guangzhou

Hong Kong

Possible Savings Through Centralised Call Centre

ELAN

ACD, CTI, VR, DB Servers

….But again Complex And Expensive To OperatePLUS No Disaster Recovery Option

ContactCentreService

IVR

Macau

Page 14: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Next Generation IPCC

Page 15: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Multimedia Trends

15% of both the Finance and Govt customers would actually prefer to deal with the org. via the electronic channels (i.e. web, email, wap, sms, etc).

87% want their emails responded to within 24 hours

56% would like to mix the channels when communicating with a company – e.g. contact the company by phone and be responded to by email/sms.

Page 16: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

The majority of people keen to use the new channels are young,

full time employed and in the highest income bracket.

Why New Channels

The % of consumers that would take their business elsewhere for each channel not offered by an organisation:

• SMS 16%

• e-mail 18%

• Web site 19%

• Automated phone service (keypad) 17%

• Automated phone service (IVR) 16%

Page 17: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Are You Ready To use IP To Take Advantage Of The Latest Technology?

….Make Sure Your Contact Centre Can Leverage IP

Page 18: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

• Full Telephony , Voice Recording, IVR, CTI

• Messaging, SMS, Email, Fax

• Internet

• Mobile

Multimedia – pick your option

Page 19: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

TECHNOLOGY – Intelligent Network And IP based Contact Centre Enhance Productivity & Availability

Increase call handling Increase call handling with same number of with same number of

agentsagents

Take advantage of Take advantage of labour where cost is labour where cost is

more attractivemore attractive

Send calls to the Send calls to the best available agent best available agent

the first time for the first time for superior service or superior service or

availabilityavailability

Improve service by Improve service by answering calls answering calls

fasterfaster

Improve contact center Improve contact center management with management with

consolidated reports consolidated reports and toolsand tools

Page 20: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

BT Portfolio

BT Contact Central

• IP Based Multi-Media Contact Centre Solution In-A-Box

• End-to-end solution that integrates e-business software and IP communications technology at a single stroke

BT Contact Centre Service

End-to-end managed voice solution that enables high-volume global contact centres to operate more efficiently and serve their customers better than ever before.

Page 21: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Auckland

Sydney

Kuala Lumpur

Singapore

Centralised HABT Contact Central

ServersSINGAPORE

VCS ServersHP DL380

Contact Centre Consolidation

Page 22: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Seamless Expansion - Bangkok Integration

Auckland

Sydney

Kuala Lumpur

Singapore

Centralised HABT Contact Central

ServersSINGAPORE

Bangkok

VCS ServersHP DL380

Page 23: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Contact Centre Networking - PRC

Centralised HABT Contact Central

ServersHONG KONG

Guangzhou

Shanghai

Beijing

LOCALVCS Servers

HP DL380

Page 24: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Implications of not changing

…survival is not mandatory

We do not need to change…

Page 25: When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia.

Thank You…

[email protected]