3. A client-centric portfolio of
solutions
Customer Experience
Relationship
Surveys
Contact Centre Touchpoint
Monitoring Feedback
Mystery
Qualitative
Shopping
Contact Centre
Internet Customer
Monitoring
Buzz Observation
=
ViewsCast -
Voice of the
Internal Customer
Metrics =
Call Centre Website Employee E-mail Service
Manage Feedback Feedback Feedback Feedback
4. What keeps you up at
night?
Are our
How
investments in
satisfied are training tools,
my clients? and systems
paying off?
What are
Are we the main
consistently (root)causes of
delivering our dissatisfaction?
customer service
promise?
What are the
How and
key drivers for
where can I
satisfaction,
save costs?
retention &
churn?
5. Customer experience
matters!
STRONG
Influence of
Marketing
Communications
Influence of
Customer Experience
WEAK
Problem Motivated Evaluation Purchase Use/Ownership
Recognition Search
TIME
6. Loyalty & churn, different
drivers
11%
Customer Service 88%
43%
8%
First Time Fix 85%
23%
19%
Positive Experiences 88%
Price 40%
86%
20%
Product Features 56%
83%
44%
Personal features 21%
58%
20%
Personal recommendations 0%
47%
12%
Company PR 14%
49%
10%
Company Image 8%
43%
10%
Brand Experience 20%
48%
10%
Welcome offer new customers 0%
38%
Company authority 9%
0%
40%
Involvement with the company 3%
12%
31%
Web testimonials 0%
0%
0%
Repair / Disruption 44%
0%
0%
Complaints 61%
Purchase driver Loyalty driver
8. ViewsCast: Voice of the
customer
• Integrated data collection and real time online
reporting tool
• Data can be collected in customized online
surveys, via IVR (Interactive Voice Response)
technology, in two way SMS surveys, on iPads and
more
• Results and digitally recorded verbatims are
immediately available in online reports created for
both operational and strategic purposes
• Analysis focus on utilizing best practice across the
business and improving the bottom line
• ViewsCast is available wherever your customers
are, both locally and internationally
9. Key benefits of ViewsCast
ViewsCast directly impacts your Bottom Line, depending on how
and where you put it to use
Improve Customer Loyalty
Improve Customer Loyalty
- Improve Customer Engagement
- Rectify Strategic Goals
- Increase Repurchase Intention
- Prevent Churn
- Unique Linkage Analysis Input
Improve Operational Efficiency
Improve Operational Efficiency
- Improve on First Time Fix
- Focus Budget Spending
- Revise Service Level Targets
- Enhance Coaching Effort
- Better Operational Compliance
10. ViewsCast for the
enterprize
Inbound Call Centre Outbound agents E-mail customer Website Shop Visit
service
Customer Experience Customer Experience Customer Experience Transactional Website Customer Experience
Survey Survey Survey Survey Survey
Written Invite
IVR invite
IVR invite Slide-up invite IVR invite
SMS invite E-mail invite
SMS invite E-mail invite SMS invite
Personal invite
Online Invite
IVR IVR
IVR Online Online
Web SMS
SMS Mobile Online Mobile Online
SMS (Mobile) Online
12. Actionable deliverables:
ViewsSummary
● Real-time graphs, tables and raw data
● Digitally recorded IVR verbatim comments
● Export charts into PowerPoint, Excel, Word or Outlook
● Automated recurring e-mail reporting
13. Advanced analytics
Objective: Improve the customer experience
and operational efficiency of your
customer touchpoints to improve bottom line
results
• Applied:
• All Subsets Key Driver
• Zipf Distribution
• Attributable Effects
• Driver Segmentation
• Graphical Modeling - Root Cause
• Linkage to internal metrics
• Sentiment & text analytics
• … and more
14. Executive insight
dashboards
• Executive stakeholders receive online
insight dashboards, showing precisely the
information needed to make timely
strategic decisions
• Simulators for future improvement impact
based on advanced analytics, can of
course be supplied online as well
15. Full service all the way
In the design phase, our leading role in designing tailor made VoC programs
will ensure the most expedient form of data capture is applied to each touch
1 point and the right KPI‟s are included in the right way in the questionnaire
design
In the implementation phase, Synovate‟s more than 10 years of
2 experience with countless clients across the globe, will ensure
creating the link between existing platforms and ViewsCast is
executed seamlessly
In the live phase continuously monitoring the delivery of operational and
tactical KPI‟s to stakeholders is to Synovate a part of the setup as well. As
3 no organisation is the same, adapting and improving the original design
based on feedback direct from the business is key
At Synovate, insight reports, executive online dashboards, workshops, and
4 presentations for strategic stakeholders are all part of the delivery to our
clients. Common denominator for all is a strong focus on the bottom line
improvement and delivering a quick and visible ROI of the program
16. Some client feedback
“Our cost levels decreased, our employee and customer satisfaction increased, and the
loyalty of both our customer base and our employees has started to significantly increase.
ViewsCast is a crucial component in our paradigm shift from managing Customer Care for
cost containment only, to also include its contribution to profitable growth.”
- Nicolette Wuring, VP Customer - Care UPC Europe
“Integration of ViewsCast across the business units has given us a lot of new possibilities
analysis-wise, which we simply couldn‟t live without today. ViewsCast is one of the most
important sources of data for the TAK project and has highest priority with the leadership”
- Søren Smit, Head of Analysis - TDC
“When senior executives within HSBC approach the Research Department with
research requests, the first question they are asked is normally „How quickly do you
need to know the results?‟. If they need to know the results quickly, we would
recommend using ViewsCast as the research tool.”
- Bhupinder Kahlon, Research Manager - HSBC
“Three things impressed us about ViewsCast as we interviewed companies to help
us with our test of the voice of the customer: their research capabilities, their
experience and success with the project we had in mind, and the resources they
were willing to dedicate to the project”
- Darren Epperson, Associate Director of Customer Feedback - Applebee’s
19. Impact of of customer
Impact customer
experience onon churn
experience churn
• During the sample period 468.000 calls were handled average per month
• Based on the collected ViewsCast data during the survey period:
• 12,87% of these customers hung up the phone - very dissatisfied (score 1)
• Of which 8,22% had to call three times or more (score 3)
• Of which 5,89% where answered incompletely (score 3)
• Of which 4,44% will definitely not recommend UPC to a friend (score 1)
This is a monthly group of 20,592 customers (average)
• If
IF • We assume the average ARPU is € 690 (disguised data)
• We take into consideration the churn risk within this customer group is 7,2 times
higher then a satisfied customer, and 5,2% churned within 3 months
•then
Then
• We are looking at a monthly financial churn risk of approximately € 738.840
And
What are the costs for acquiring a new customer
don’t
forget! today?
20. Operational efficiency
• During the sample period 468.000 calls were handled average per month
• The internal First Contact Fix % reported was 81 (agent reports).
• Based on the collected ViewsCast data during the survey period:
• 42% of these calls were made for the third time or more
• This is a monthly group of 196,560 customers (average)
• If
IF
• We assume the average cost per call is € 3,21
• then
Then
• The monthly costs due to handling calls of the third or more consecutive time is
estimated at € 630,765.
• The costs per month for the second or more consecutive call is estimated at € 871.056
22. Overall results summary
Customer
Introduction Full rollout Care main
ViewsCast Digital TV sales
channel
September October September
April April
Customer cares sales : 225% up
Launch of VC Year 1 Year 2
May December
March January
Launching Outbound
new UPC Start focus service calls
Start WOW
customer on Sales with cross
care upsell
24. Overview
Conexus is an award winning company
specialising in customer relationship
management, customer experience
feedback, sales lead generation and
contact centre management
Philosophy
Driven by passionate people, we help you get
to know your consumers and deliver on their
expectations, feedback and queries. Conexus
ensures that the „friendship‟ between you and
your customers stays intact
25. Why choose Conexus?
● Conexus is an award-winning contact centre and CRM
company, driven by passionate people
● We have a Level 1 BBBEE rating and are committed to
transformation in SA
● We are ISO 9000:2001 certified, which means you get the
quality you expect
● Our partnerships set us apart from the rest
● We have an integrated relationship with Synovate, a global
marketing research organization
● We have extensive experience and a proven track record in
contact centre management (Both inbound and outbound)
● We are competitively priced as we have eliminated many of
the high costs associated with setting up and running large
scale projects
26. What can we do?
● Customer experience feedback
● Contact centre outsourcing
● CRM
● Lead management and campaigning
● Database cleansing
● Multi-media capability (SMS, MMS, IVR and Email)
● Quality monitoring
● Out-bound & In-bound Technology
● Voice Loggers
● LCR‟s (Least Cost Routers)
● Telephone reporting Systems
27. What can we do?
System applications
● Tactix – Tactix is a Post-Service / Sales Follow-up system the provides
real time reporting and complaint management systems
● Evalu-X – is a tool for assessing call centre quality and allow our
clients to pinpoint exactly where training is needed for your agents
●
● X-Press –Complaint management system with the ability to log
complaints remotely but manage centrally. It provides a system for
escalation & alarms as well as for real-time reports and analysis. It
also facilitates Customer Satisfaction Index improvement
● Viewscast – ViewsCast is an automated IVR system that captures
customer feedback after the experience has taken place
● XM-24 – XM24 is a market research data collection and real-time
reporting tool, suitable for tracking and custom projects
● Lead Tracker – is a support service that monitors possible leads and
relays messages to relevant parties
All systems are web based for online reporting
28. Conexus and Synovate
relationship
Market
Research
Experts
Contact Centre
Contact
Experts
Centre
Experts
30. Conexus‟s reach into
Africa
South Africa
Mauritius
Tanzania
Kenya
Nigeria
Ghana
Zimbabwe
Uganda
Angola
Malawi
Mozambique
Zambia
31. Ilvo Forgiarini
Managing Director
Ilvo Forgiarini
Ilvo brings with him a wealth of operations, call
centre and BPO expertise. His background
includes a number of senior positions around the
management of systems, products and call centre
standards, primarily in the automotive and IT
sectors.
As Managing Director, Ilvo is responsible for the
strategic direction of the business and overseeing
sales, operations and people at Conexus.
32. Roger Gibbs
Client Service Director
Roger recently joined the Conexus team as
Client Service Director, focussing on business
development and client services.
Roger previously worked for Synovate where
he was responsible for client services in the
Automotive team and then moved on to
Operations Director where he oversaw the
project management function and focussed on
efficiency and production.
Roger has extensive experience in the
development and management of
customer experience programs and is
passionate about adding value to new
and existing client solutions.
33. Technology in our contact
centers
Conexus has invested substantially in contact centre technology such as Avaya
call centre infrastructure, witness voice loggers, white noise, VOIP (voice over
internet protocol), least cost routers.
This means lower set up and project costs for our clients
34. Training
Conexus agents undergo extensive on-the-job and formalised training.
With the help of our internal quality system, Evalu-X we are able to pinpoint
exactly where training is needed for each agent and make sure they are
trained and passed on the relevant modules
[Explain TCV and show Intellection Portal. We can provide client access,but beware – some client might see this as an attempt to move one of our core deliveriesto them. For some presentations the story of the Intellection Portal might be”this is what we use when we analyse – you can have access to if you want”] Synovate’s newly developed behind the curtain consultancy tool has been properly named The Intellection Portal. Voice of the Customer programs from Synovate can feed data into this unique consultancy portal. I supplies in depth analysis interpretations and one click action plans on live data.Link (also direct on pictures)http://synovate.intellectionsoftware.comCreate your own login via. the site.
To avoid churn, customer service (in particular complaint handling) are important. These are the moments of truth, if you don’t perform, you lose the customer.A completely different pattern is seen when we look at loyalty drivers. Keeping customers loyal, is a different ballgame where many drivers need to be taken into consideration. But again, customer service related performance kpi’s are important here.Interesting to see that drivers to become a new customer, in the financial industry, are driven again by completely different drivers, such as product features, price, welcome offer, recommendation, company image, etc.
There are many ways in which ViewsCast could (and should) be used in the contact centre environment?Let’s have a look.The Customers experiences in all inbound calls can be captured with ViewsCast. Customers can either be transferred automatically to an IVR survey or called back by IVR mere seconds after the interaction with an employee endsEmployee turnover in contact centres are often high. Therefore quick turnaround in employee engagement studies is a must have. Utilizing ViewsCast with SMS invites, outbound IVR calls, inbound numbers printed on pay checks etc. employers can have they finger on the pulse at all timeA growing number of service inquiries are today being handled via e-mail or chat. The same high standards of service as is preached in call centers should be exercised through this channel. ViewsCast web based data collection tool can easily be used to distribute online questionnaires in real time to customers receiving service in this manner.Service and sales calls by outbound agent can be followed up instantly by an automated outbound call. Customer’s opinions and reactions to these types of marketing activity can suddenly be measured and an agent’s value to the company can be evaluated on more than just raw sales numbers. One could easily imagine an agent being the top performer on selling add ons but at the same pushing the most customers away.By utilizing slide ups (not blocked like pop ups) satisfaction with key parts of self service- and/or transactional websites can be monitored with ViewsCast as well.
Often one of the key components in a Voice of the Customer program is continuous monitoring of the key touch points. One of the most important touch points is the actual call centre, where customers call in with inquiries they might have concerning specific products, their invoice, terms and conditions, etc.In a VoC program powered by ViewsCast, it is very simple to understand how the actual voice of the customer get’s from the respondents via Synovate to all the right end users and what the focus is.[Explain flow and answer all questions which naturally come up.](On the next two hidden slides are detailed descriptions of exact methodologies)
ViewsSummary is ViewsCast’s online reporting dashboard. It provides you with access to the results from all your surveys, carried out across all channels, filtered and visualized according to your specifications. ViewsSummary is completely customisable, meaning it can be tailored to suit the needs of users of all levels, from beginners to experts. It’s as powerful as you want it to be.Our clients use the tactical reporting options in quite various ways. Some love to dig into the results in the portal themselves, some only have automated scheduled KPI graphs e-mailed to them, some have daily or weekly pushes of raw data in excel files with integrated macros, delivering push of a button calculated KPI’s, some receive concise PowerPoint reports with the numbers to match their more traditional research output, and then of course some receive all of this. http://www.viewscast.com/synovateDemovs3Login: synovatePassword: synovate
Just like the tactical reporting should always be tailored to individual needs, not to smother stakeholders with information and to deliver exactly what they need, so should of course the strategic reporting.The strategic reporting we deliver at Synovate fall into the following four groups:Offline paper reports: Markets researchers around the world typically deliver results and insights in offline paperreports. There are can be numerous reason this is the prefered way of delivery. At Synovate we have nothing against consice and actionable insights delivered in e.g. a PowerPoint report. But often these are supplemented by other deliveries.2) Online peridoc reports: (http://marketing.synovate.nl/Demo/Viewscast/summary.html) Often stakeholders of a VoC program need a quick overview of a series of KPI’s as the evolve over time. To have these results combined with KPI’s from other parts of the business at the fingertips of employees, can mean either success or faliure for a VoC program. This is why customized online portals with combined data presented in clear graphical visualisation is more and more often one of the core deliverables from Synovate.Interactive corporate research portals (real time/periodic): http://staging.synovate-nova.com/ login: dv_guest pass: When market research is conducted by many different parts of the business and the multitude of projects span across a broad range of diverse topics, e.g. from advertising over product development to customer experience management, the results are often kept within silos. This is of course never due to ill intent, but in large scale corporations spanning a series of markets, it can be quite the job to get an overview of what research has been - and especially is being- carried out. Synovate specialize in creating market research portals which gathers analysis and insights from all corners of the business. Transparency in ongoing and previous research is obtained and integration of best practice across business units and markets becomes a fact, not a vision. A VoC program with Synovate which collects data instantly and reports in real time, would feed into the portal automatically and all extra deliverables like key driver analysis, call centre benchmark, driver segmentation, etc. would be uploaded upon completion.
Once a VoC have been running for a couple of months and enough data has been collected to create the first solid in depth analysis reports, Synovate usually arranges a workshop with key stakeholders. The benefits of workshops like this are numerous, but perhaps the greatest of all is the signal internally when outsiders are broght in to facilitate the sparring around the results. It is our experience this is yet another initiative which drives internal by in to the program forward.
There are many more quotes like these, but the part from UPC below tells a great story about the ROI aof ViewsCast. “As a result, our cost levels decreased, our employee and customer satisfaction increased, and the loyalty of both our customer base and our employees has started to significantly increase.”