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EXPERIENCE THE
VOICE OF THE
CUSTOMER




ROGER GIBBS AND PETER FABER
20 OCTOBER 2011


                         Connecting you with your customers
Introduction
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
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?
Customer experience
      matters!

STRONG



             Influence of
             Marketing
             Communications




            Influence of
            Customer Experience


WEAK
         Problem       Motivated   Evaluation   Purchase    Use/Ownership
         Recognition   Search

                                                     TIME
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
About ViewsCast
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
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
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
Voice of the consumer:
    Contact centre
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
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
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
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
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
Case Study
UPC Netherlands
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?
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
First time fix: 50% call
volume improvement
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
About Conexus
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
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
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
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
Conexus and Synovate
    relationship

                            Market
                           Research
                            Experts




                       Contact Centre
                          Contact
                          Experts
                          Centre
                          Experts
Contact centre
infrastructure



                 Rivonia Johannesburg
                       Contact Centre Branch
Conexus‟s reach into
      Africa
                       South Africa
                       Mauritius
                       Tanzania
                       Kenya
                       Nigeria
                       Ghana
                       Zimbabwe
                       Uganda
                       Angola
                       Malawi
                       Mozambique
                       Zambia
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.
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.
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
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
Awards &
Achievements
Questions?
rogerg@conexus.co.za
     0112757068




    Connecting you with your customers

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Experience the Voice of the Customer

  • 1. EXPERIENCE THE VOICE OF THE CUSTOMER ROGER GIBBS AND PETER FABER 20 OCTOBER 2011 Connecting you with your customers
  • 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
  • 11. Voice of the consumer: Contact centre
  • 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
  • 21. First time fix: 50% call volume improvement
  • 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
  • 29. Contact centre infrastructure Rivonia Johannesburg  Contact Centre Branch
  • 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
  • 36. Questions? rogerg@conexus.co.za 0112757068 Connecting you with your customers

Editor's Notes

  1. [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.
  2. 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.
  3. 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.
  4. 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)
  5. 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
  6. 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.
  7. 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.
  8. 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.”