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When Is a Call Centre a Contact Centre?

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.

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When Is a Call Centre a Contact Centre?

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

  2. 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.

  3. OUTSOURCING APPLICATIONS MANAGEMENT & HOSTING IP DESKTOP MANAGEMENT CRM MOBILE VOICE & DATA Experienced delivery of solutions and value added services

  4. 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

  5. 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.

  6. The ‘First’ Call Centre

  7. 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

  8. The Customer Service Value Framework:From Silo to Enterprise Strategy First — None Second — Initial Productivity and Visibility Third — Functional Effectiveness Fourth — Intra-enterprise Integration Fifth — Value-Network Collaboration State Able to Answer Responsive Personalized Proactive Collaborative Vision 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 Customer memory. Create repeatable experiences, strengthen intimacy, communities Danger: inadequate decision support CEM. Dynamically anticipate and provide customer service in real time, internal/ external collaboration Enterprise Strategy Strategy Skills-based routing, IVR, common database, CSS applications “log and flog” QM, WFM, CTI, workflow mgmt., scripting, voice tools. Back/front-office integration, reporting, feedback KM, blended centers, analytics, collaboration, BPM, e-learning, consolidated reporting, alerts/triggers Decision support, advanced KM, IM, advanced collaboration, business performance mgmt., predictive analytics POTS: PBX/ACD, call queuing, fax Technology Call Handling Call Center Contact Center Interaction Hub Source : Gartner

  9. 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?

  10. ACD, IVR, CTI, VR Servers PSTN VoIP Enterprise LAN/WAN IP G/W Remote Offices Software Phone IP Phone Integrate VoIP Into Your Legacy Call Center is ‘Easy’ PSTN PBX ….But Complex And Expensive To Build & Support

  11. IP Trunk Enterprise LAN/WAN ELAN ACD, IVR, CTI, VR Servers CLAN Possible Savings Through IP Trunk Consolidation IP Trunk ELAN Network Control Centre ACD, IVR, CTI, VR Servers CLAN ….But Complex And Expensive To Scale

  12. Contact Centre Service Hong Kong Guangzhou Macau Possible Savings Through Centralised Call Centre Macau IVR ELAN ACD, CTI, VR, DB Servers ….But again Complex And Expensive To OperatePLUS No Disaster Recovery Option

  13. Next Generation IPCC

  14. 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.

  15. 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% The majority of people keen to use the new channels are young, full time employed and in the highest income bracket.

  16. Are You Ready To use IP To Take Advantage Of The Latest Technology? ….Make Sure Your Contact Centre Can Leverage IP

  17. Multimedia – pick your option • Full Telephony , Voice Recording, IVR, CTI • Messaging, SMS, Email, Fax • Internet • Mobile

  18. TECHNOLOGY – Intelligent Network And IP based Contact Centre Enhance Productivity & Availability Increase call handling with same number of agents Send calls to the best available agent the first time for superior service or availability Improve contact center management with consolidated reports and tools Improve service by answering calls faster Take advantage of labour where cost is more attractive

  19. BT Portfolio 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. • 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

  20. VCS Servers HP DL380 Centralised HA BT Contact Central Servers SINGAPORE Contact Centre Consolidation Kuala Lumpur Singapore Sydney Auckland

  21. Bangkok VCS Servers HP DL380 Centralised HA BT Contact Central Servers SINGAPORE Seamless Expansion - Bangkok Integration Kuala Lumpur Singapore Sydney Auckland

  22. Beijing Shanghai Guangzhou LOCAL VCS Servers HP DL380 Centralised HA BT Contact Central Servers HONG KONG Contact Centre Networking - PRC

  23. We do not need to change… …survival is not mandatory Implications of not changing

  24. Thank You… Peter.Leung@bt.com

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