1 Contact Centre as a Service
2 Agenda 01 02 03 04 05 06 Problems within the Contact Center SoftwarePressure to Change 02 Strategies to increase Performance in Contact Centre 03 CCaS Makes it Simple! 04 Our Professional Services 05 Subscription Packages 06
3 What is a Contact Center?It is a central point in an enterprise from which all customer contacts are managed.
4 Problems within Contact Center Software01
5 The 8 Problems within the Contact Centre01 02 08 03 07 04 06 05
6 Agents Recruitment and Retention.Workforce optimization 08 03 01 02 Multiple vendors Integration difficulty Multiple databases Capital Intensive High initial installation fees High cost of upgrades, moves, add-ons and changes. 01 02 08 03 07 07 04 04 06 05 Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Multiple user interfaces (UIs) Agents working in several different applications and UIs 06 05 Lack of consolidated reporting . Disjointed business processes.
7 Agents Recruitment and Retention.Workforce optimization 08 03 01 02 Multiple vendors Integration difficulty Multiple databases Capital Intensive High initial installation fees High cost of upgrades, moves, add-ons and changes. 01 02 08 03 07 07 04 04 06 05 Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Multiple user interfaces (UIs) Agents working in several different applications and UIs 06 05 Lack of consolidated reporting . Disjointed business processes.
8 Agents Recruitment and Retention.Workforce optimization 08 03 01 02 Multiple vendors Integration difficulty Multiple databases Capital Intensive High initial installation fees High cost of upgrades, moves, add-ons and changes. 01 02 08 03 07 07 04 04 06 05 Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Multiple user interfaces (UIs) Agents working in several different applications and UIs 06 05 Lack of consolidated reporting . Disjointed business processes.
9 Agents Recruitment and Retention.Workforce optimization 08 03 01 02 Multiple vendors Integration difficulty Multiple databases Capital Intensive High initial installation fees High cost of upgrades, moves, add-ons and changes. 01 02 08 03 07 07 04 04 06 05 Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Multiple user interfaces (UIs) Agents working in several different applications and UIs 06 05 Lack of consolidated reporting . Disjointed business processes.
10 Agents Recruitment and Retention.Workforce optimization 08 03 01 02 Multiple vendors Integration difficulty Multiple databases Capital Intensive High initial installation fees High cost of upgrades, moves, add-ons and changes. 01 02 08 03 07 07 04 04 06 05 Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Multiple user interfaces (UIs) Agents working in several different applications and UIs 06 05 Lack of consolidated reporting . Disjointed business processes.
11 Agents Recruitment and Retention.Workforce optimization 08 03 01 02 Multiple vendors Integration difficulty Multiple databases Capital Intensive High initial installation fees High cost of upgrades, moves, add-ons and changes. 01 02 08 03 07 07 04 04 06 05 Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Multiple user interfaces (UIs) Agents working in several different applications and UIs 06 05 Lack of consolidated reporting . Disjointed business processes.
12 Agents Recruitment and Retention.Workforce optimization 08 03 01 02 Multiple vendors Integration difficulty Multiple databases Capital Intensive High initial installation fees High cost of upgrades, moves, add-ons and changes. 01 02 08 03 07 07 04 04 06 05 Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Multiple user interfaces (UIs) Agents working in several different applications and UIs 06 05 Lack of consolidated reporting . Disjointed business processes.
13 Agents Recruitment and Retention.Workforce optimization 08 03 01 02 Multiple vendors Integration difficulty Multiple databases Capital Intensive High initial installation fees High cost of upgrades, moves, add-ons and changes. 01 02 08 03 07 07 04 04 06 05 Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Multiple user interfaces (UIs) Agents working in several different applications and UIs 06 05 Lack of consolidated reporting . Disjointed business processes.
14 Agents Recruitment and Retention.Workforce optimization 08 03 01 02 Multiple vendors Integration difficulty Multiple databases Capital Intensive High initial installation fees High cost of upgrades, moves, add-ons and changes. 01 02 08 03 07 07 04 04 06 05 Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Multiple user interfaces (UIs) Agents working in several different applications and UIs 06 05 Lack of consolidated reporting . Disjointed business processes.
15 02 Pressure to Change There are 4 basic pressures on every call center environment leading to a dramatic change in this industry.
16 Pressure to Change Increase agent productivity to benchmark 75% utilization Support distributed agent workforce Reduce direct and indirect costs associated with the contact center Support multiple campaigns over various time zones
17 Strategies to increase performance in Contact Centers03
18 Strategies to increase performanceIncreased use of Self Services such as Interactive Voice Response (IVR) Self Services Quality Single Queue Distribution WWW Requests 01 Self Services
19 Strategies to increase performanceIncrease support requests via WWW, Chat, s. WWW Requests Quality Single Queue Distribution WWW Requests 02 Self Services
20 Strategies to increase performanceDistribute contact centers to additional locations, or cater remote agents. Distribution Quality Single Queue Distribution WWW Requests 03 Self Services
21 Strategies to increase performanceCentralize communication into single manageable queue Single Queue Quality Single Queue Distribution WWW Requests 04 Self Services
22 Strategies to increase performanceQuality monitoring is the key of success. Re-examine the key performance metrics that are used to judge the performance of the contact centre Quality Quality Single Queue Distribution WWW Requests 05 Self Services
23 04 CCaS Makes it Simple! Power your business with broad functionality and maximum flexibility
24 Contact-Center-as-a-Service (CCaS) is a comprehensive set of on-demand services for all sized contact centers seeking to elevate the customer experience. Ability to scale up or down, meet seasonal and growth needs, customize applications and deploy a broad range of customer engagement applications Meet your customers’ preferred communication channels. Minimal IT involvement Resource optimization and performance management. Outbound communication options capacity adjustment to seasonal fluctuations Data isolation through a single-customer, multi-instance environment. Full customization flexibility with a variety of licensing options Full business process automation features.
25 Outsource Agents & SupervisorsCCaS Deployment Application, Mail, Database , Media servers Outsource Agents & Supervisors PSTN Gateway CCaS Agents & Supervisors Calls Fax
26 CCaS is a cloud applicationBuilt on Cloud, unwavering reliability, unbeatable scalability Lighting-fast deployment Get your team on CCaS Pay As You Go Microservice Architecture, so one failure won’t set off a domino effect
27 CCaS is All-In-One Suite of ApplicationsAutomatic Call Distribution Dashboard MultiChannel Routing Reporting & Analytics Quality Management Mobility Speech enabled IVR Performance evaluation Multichannel Recording Workforce optimization Business Process Automation
28 01 Give customers a consistent experience across all channels. Customers expect agents to know their history and status from all communication channels – , phone, text, chat etc. But if your customer interaction channels operate in silos, your agents are operating at a disadvantage and customers get frustrated. Increase productivity and provide a consistent level of care with an agent configured to manage all channels simultaneously – voice, web chat, , SMS, social media, video etc. Multichannel Routing
29 02 Quality management tools that can be used across all channels Managing customer interactions has never been more complicated. Voice, , chat, SMS, social media… it’s important to give customers a consistent experience across every channel, but it’s difficult to consistently evaluate and manage performance across all those channels. Quality management tools with multichannel capability aren’t just nice to have anymore, they are a necessity Quality Management
30 03 Choose between IVR as a stand-alone solution – or add it to the full CCaS contact center suite. Pass data collected from the IVR to an agent view. Support DTMF voice prompting for conventional touchtone or speech enabled menus. Provide customer service in 20+ languages and dialects. Utilize CCaS extremely customizable infrastructure to enable advanced capabilities. Launch new IVR services using a built-in graphical application generator to create customized applications. Securely capture sensitive information such as credit card numbers. Speech enabled IVR
31 04 Business Process AutomationIncrease process efficiency, drive better customer experiences by automating business processes. A visual, intuitive design environment for rapid configuration of process flows Built-in tools for designing intelligent end-user work items Easy integration and information exchange with other business systems A process orchestration engine that pushes work along the defined process flow . Intelligent routing that includes skills, prioritization, utilization, and user presence (availability) Real-time monitoring for complete visibility into process and work activity End-to-end tracking of all process steps, including communications interactions.
32 05 Workforce Optimization You can't manage what you can't measure.With so many disparate data sources that CCaS can manage, it can feel like an impossible challenge to get a complete picture of your contact center performance. If you can’t identify gaps in workforce performance, you can’t possibly begin to fix them … but with CCaS >>> we did it. Having a consolidated view of performance, quality and customer feedback will prove your contact center is performing at optimal levels. Workforce Optimization
33 06 Multichannel RecordingCCaS makes it easy to monitor the service quality your organization provides. It begins with stereo recording of calls so that agent and customer audio are maintained in separate channels. What’s more, it records s, web chats, and other types of interactions, so you always have a complete picture of what happened. And, CCaS policy manager allows you to determine how long recordings are stored. Multichannel Recording
34 07 Multichannel Metrics and Key Performance Indicators (KPIs) at Your Fingertips. CCaS offers both pre-built and customizable reports that offer a consolidated view across channels. Reports are accessible from within the supervisor dashboard making it easy to see the current state of operations along with historical metrics. Reports can be exported and are available in a variety of formats. Reporting & Analytics
35 08 CCaS provides real-time and historical data in interactive, dynamic views making it easy to keep tabs on the pulse of the contact center. With a single dashboard, supervisors can access information on current state, as well as historical, metrics across all media types. The supervisor dashboard is the ‘control center’ of the contact center, giving supervisors the information they need to operate efficiently Dashboard
36 09 Performance evaluation 01 02 03 04CCaS includes a built-in evaluation workflow that lets you create customized evaluation forms that supervisors can use to grade performance for feedback to agents. Agents can view their individual performance evaluations from within the agent dashboard. Performance evaluation 01 02 04 03
37 05 Our Professional ServicesPower your business with broad functionality and maximum flexibility
38 Performance ManagementPioneers Scope of Work Hiring right people for the right job Best job fitments ensure recruitment of world class customer service representatives Recruiting & Hiring Well established SOP’s & call flows for the processes Multiple training methodologies to ensure effective knowledge flow & retention Training Statistical approach for Staffing & Scheduling Workforce to ensure maximum Contact and Accessibility & Optimum utilization of resources Workforce Management COPC grade quality processes Business Intelligence Framework Projects for Continuous Improvement Alignment of CSAT to Quality Quality Assurance Well defined Performance Management systems Proven KPI Delivery model Governance model for maximizing ownership Call Center, CRM, Apps & Social Media Performance Management
39 Overview of Our Recruitment ProcessDecide Hiring criteria. Engage Sources for Hiring. Pre Hiring Measure CVs against criteria. Begin Interviews. Screening Skill Assessment Internet & Typing Test. Objective test related to Business. Support Hiring Engage external sources as well as internal. Set criteria as Experience only Relevant to job.
40 Recruitment Lifecycle at PioneerHR Requisition Internal Sourcing External Sourcing IJP Advertisement, Walk Ins, Recruitment, Agencies, Referrals, Online Job Postings Prospect Database Candidates Refined Pool Prospect Database Reject Offer Accept Induction
41 Hiring Time & Motion X X Total Time Taken 240 Mins EndStart Personal Interview Round Time Taken: up to a max. of 180 mins (this includes Candidate wait time during Interview rounds) Candidate On System * Time Taken 30-40 Candidate Walks In Yes Batch of Candidates undergo GD/HR Round Selected? Cleared Panel Round? X End Extend the offer and Provide joining/training start details Yes No Candidate on system: Activity1 – Enter Details on Personal information Form Activity2 – Objective Assessment: - Comprehension Analytical Ability Computer & Basic Banking understanding Activity3 – Typing Test Given a Regret Letter END X
42 01 06 07 05 02 08 04 03 09 Training Lifecycle Hiring QualificationSupport 0-30 days Performance 07 New Product Updates 05 On the job Training 02 New Hire Training 08 New Hire Training 04 Recertification 03 Training Throughput 09 Ad Hoc Assessments
43 Learning Platforms The Training Content is presented through an Instructional approach where trainees access the E-Learning portal wherever and whenever required. Visual tracking of progress is available to both Trainees as well as Trainers.
44 Training Service SessionCommunication Skills Emotional Intelligence Self Confidence Public Speaking Complaint Handling Phone Protocol Track A Soft Skills Training Knowledge Transfer How to use K-Base Call Scenarios & Call Types Information Guidelines Track B Product Knowledge Track C Technical Training Applications “How to use” Telephony System Windows Agent Desktop Shared folder & KPIs
45 Training & Knowledge TransferWe provide Interactive Online learning application leading learning and knowledge to new heights with the playback of media like Images, PDF, PPT, Videos. It contains: E-Learning Module. Schedule Assessments. Random Questions/Answers Configurable Attempts Assessment Summarization
46 Workforce Management ApproachPioneers provides the best Workforce Management & Real Time Monitoring Approach. Pioneers lets you take complete control of the Operations, thus increasing Customer Satisfaction and Profitability. Core Solution 2 Foundation Output 1 3 Operative Forecasting Scheduling Functionality Communication with Management Governance of KPIs MIS and Analytics Configuration of Work Rules Configuration of Work Policies Management of Agent Information Workforce Management Approach
47 Workforce Management ToolsManage Agents across locations and time zones What IF scenario analysis for scheduling and forecasting Manage Staff 01 02 03 04 05 Step by Step Forecasting wizard Long term Forecasting and Seasonality Observations Forecasting Multi Skill, Multi Channel and Multi Site scheduling Schedule Optimization of all activities including Call center, stores, FO etc. Scheduling View Schedules on any device Request changes to Schedule with online Approval / Denial Engage in employee communication Empowerment Real Time Adherence and Deviation Alarms Access Intraday KPIs from Smartphone Intraday KPI Dashboards and Advanced Analytics Individual Reports Access reports from Smartphone Business Intelligence 06
48 Quality Assurance FrameworkPioneers Quality Automation has been incepted with the following in mind: Automated Call Selection for Evaluation Flexible, Web Based Evaluation Forms Dynamic Quality Monitoring Systems Desktop Tickers Adaptive Architecture 100% Call Recording
49 Quality Assurance Framework FeaturesTags High Value calls for evaluation Runs Agent quota algorithms Manage evaluation schedules Auto Easily designable as per process flow Synchronize the Repository Ready Dashboard available Easy Robust Tags High Value calls for evaluation Runs Agent quota algorithms Manage evaluation schedules Efficiency User Defined Access to database Powerful Visualizations Immediate Feedback to employees via Tickers / Screen Pop-Ups
50 Project Staff Profile Our Staff Project Staff ProfileCall center agent profiling is necessary due to the following reasons: Role fitment. complexity of the process. Segment of customers. Project Staff Profile Graduate / Diploma / H-school with similar experience in customer care. Arabic & English speakers. Our Staff Good listener, non emotional having good customer care background. Willing to work in shifts.
51 Total Customer Lifecycle ManagementLoyalty 1 Reminder Calls Affinity Programs Post charge of recoveries Targets: Govt. Telecom BFSI Travel Retail Health Loyalty Collection 2 Data Management 3 Customer Care 4 Customer Acquisition 5 Order Processing 6
52 Total Customer Lifecycle Management1 2 Collection 3 4 5 6 Loyalty Collection Customer Care Welcome Calls Precharge Collections Customer Surveys Targets: Telecom BFSI Data Management Order Processing Customer Acquisition
53 Total Customer Lifecycle Management1 2 3 Data Management 4 5 6 Loyalty Collection Customer Care Data Management Analytics Transcription Data Verification Data Entry Targets: Govt. Telecom BFSI Travel Retail Health Order Processing Customer Acquisition
54 Total Customer Lifecycle Management1 2 3 4 Customer Care 5 6 Loyalty Collection Customer Care Customer Care Data Management Issue resolution Inquiries & Requests Issue reporting Service Disk Targets: Govt. Telecom BFSI Travel Retail Health Order Processing Customer Acquisition
55 Total Customer Lifecycle Management1 2 3 4 5 Customer Acquisition 6 Loyalty Collection Customer Care Data Management Telemarketing Outbound Sales Order Verification Upselling Targets: Govt. Telecom BFSI Travel Order Processing Customer Acquisition
56 Total Customer Lifecycle Management1 2 3 4 5 6 Order Processing Loyalty Collection Customer Care Data Management Order Processing Order processing Order status Billing inquiries Dispatching Targets: Govt. Telecom BFSI Travel Retail Health Customer Acquisition
57 Subscriptions Packages06
58 CCaS Packages Basic Professional Plans: Quarterly, Annual, BiannualA state-of-the-art call center solution for all operation scales by providing IVR Tree, extensions, call queuing and Standard Reporting. Professional Advanced Contact Center features for operating multi-channel customer interactions (CSAT Survey, Customized Reports, , Fax, Web-Chat, Auto-Dialer and Call-Back Channels) Private Branch eXchange (PBX) Automatic Call Distributor (ACD) Calls Recording Customer Feedback Interactive Voice Response (IVR) Dashboard Management Private Branch eXchange (PBX) Automatic Call Distributor (ACD) Calls Recording Customer Feedback Interactive Voice Response (IVR) Multi-Channel Auto Dialer Workforce Management Quality Manager Dashboard Management Plans: Quarterly, Annual, Biannual Plans: Quarterly, Annual, Biannual
59 01 02 03 CCaS Add-ons SIP IVR TreeExtend your subscription plan with the following add-ons 01 SIP 02 IVR Tree 03 Video Calls Channel To add more DID or DOD channels extra to the original subscription to send/receive number of concurrent calls. A technology that allows a computer to interact with humans through voice and DTMF tones input via keypad. To make outbound and inbound video calls.
60 04 05 06 CCaS Add-ons Operation Supervisor Quality SupervisorManaged Power 05 Operation Supervisor 06 Quality Supervisor Qualified caliber (Customer Service, L1 Technical Support, Telemarketing, Telesales) Male or Female manage the team performance, maintain the KPIs and adhere to service level agreement and quality standards. To monitor and evaluate calls as per quality assurance international standards along with scoring sheets and quality accuracy errors. 60
61 THANK YOU