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CH3 Contact Center Set-up Guidance and Skill

CH3 Contact Center Set-up Guidance and Skill. 3.1 Contact Center Set-up Guidance 3.2 Contact Key Technologies 3.3 New Customer Service Channel — Kiosk. 3.1 Contact Center Set-up Guidance. Why set up a Contact Center?(1)

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CH3 Contact Center Set-up Guidance and Skill

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  1. CH3 Contact Center Set-up Guidance and Skill 3.1 Contact Center Set-up Guidance 3.2 Contact Key Technologies 3.3 New Customer Service Channel — Kiosk 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  2. 3.1 Contact Center Set-up Guidance • Why set up a Contact Center?(1) • Customers are changed to active toward products, service and information from passive role. • Need to focus on individual difference → Customer-oriented strategy • How to keep your customers: (1)Keep existing customers actively(2)Strive for new customers • Based on different customers with different needs, provide personalized and customized friendly service, so that customer loyalty will be enhanced. • Unsatisfied customers →Loss of Sales • CRM to enterprise and customer is a win-win strategy: 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  3. 3.1 Contact Center Set-up Guidance • Why set up a Contact Center?(2) • Face a customer-oriented market • Competitive edge in e-era. • Service-oriented enterprises. • New generation of e-business 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  4. Call Center Contact Center 3.1 Contact Center Set-up Guidance The evolvement of Contact Center Telephone Center 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  5. 3.1 Contact Center Set-up Guidance • Contact Center Introduction • Contact Center is an organization composed of service team and technique that uses all kinds of communication channels to contact with customers ,help customers deal with affairs and work out all kinds of problems. • Customer service orientation：It helps with business promotion, marketing, and maintains high customer satisfactory so it also develops potential customers and creates profits for business. • Contact channels • Phone • Fax • Internet • Chat Room • E-mails • Mobile WAP • Video Conference 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  6. 3.1 Contact Center Set-up Guidance • Usages of Contact Channels • E-Mail is the most popular channel • 96% business can handle e-mails (56% - Contact Center, 20% responsible department, 20% - by both.) • Contact Center deals average< 20 e-mails per day. Most business takes positive attitude toward e-mail services. • Contact Center has another developing key point which is integrated with network function： • Web applications • 86% contact centers do not integrate with network functions. • 66% Contact Centers under planning and construction will integrate network functions. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  7. 3.1 Contact Center Set-up Guidance • Contact Center Function Development • The present Contact Center functions: • Automatic Call Distribution (ACD) • Integrated Voice Response (IVR) • Computer Telephony Integration (CTI) • Workflow Management (WfM) • New Contact Center functions: customer identification, automatic display of historical customertransactions/interactions, customer information analysis. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  8. 3.1 Contact Center Set-up Guidance • The Technology Provision of Contact Center • International and domestic solutions • Domestic solutions align with local business processes • Contact Center (service provision) is a growing industry 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  9. 3.1 Contact Center Set-up Guidance • The Limitation of Domestic Contact Center Services • Insufficient software and hardware equipments • Small scale of customer services (# agents, end-customers, …) • Lake of professional staffs. Service quality can be improved. • System integration needs to be improved • Intelligent customer service applications, e.g., customer data analysis, abstraction, synthesis 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  10. 3.1 Contact Center Set-up Guidance • Future of Contact Centers • Telecommunication • Service indutry: financial, insurance, mobile phones • One-on-one marketing, pro-active marketing. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  11. 3.1 Contact Center Set-up Guidance • The Implementation of Contact Centers (1) • Players: • Individual company implements its own Contact Center (CC) • Contact Centerprovides services for companies to their customers (ASP) • Software and hardware provider of Contact Center • System integrator and consulting company for CC implementation 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  12. 3.1 Contact Center Set-up Guidance • The Implementation of Contact Centers(2) • Financial industry • The scale of most Contact Centers: 1 and 25 seats. • Mostly for small and medium enterprises • Most CC receives 500 or less phone calls per day. • Needs about 5~6 CC agents (approx. 100 calls per agent per day) 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  13. 3.1 Contact Center Set-up Guidance • The Implementation of Contact Centers(3) • Increasing number of call-ins • More pro-active call-outs (phones, faxes, emails) • Aggressive marketing approach • Increasing demands of customer services • Implement Contact Center • Enlarge Contact Center scale • Add CC service staffs 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  14. 3.1 Contact Center Set-up Guidance • Characteristics of Contact Centers • Service industries: financial (investment, stocks, bonds), banking, insurance, and telecommunication. • Reasons: • High competition • Lower customer loyalty • New profits 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  15. 3.1 Contact Center Set-up Guidance • Strategy of Contact Center Implementation (1) • Must combine contact center strategy and business’s strategy : • Multimedia technique strategy (phone, fax, audio/video, …) • Technology integration strategy (ERP, SCM, …) • Customer interaction strategy (simplicity, high-tech, …) • Market and marketing strategy (one-on-one, Internet, traditional, …) • Change management (demand changes, market changes, …) • Marketing and service process (flow) management (optimization, …) • Distribution management strategy (logistics, 3PL, 4PL, VMI, …) 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  16. 3.1 Contact Center Set-up Guidance • Success Factors of Contact Centers • Real time data access, storage and updates (customer data and service data) • Good customer communication channels • Supports of high executives • Key performance index (KPI) and constant evaluation 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  17. 3.1 Contact Center Set-up Guidance • The Planning of Contact Center Implementation (1) • Strategy aspect • Human resource aspect • Process aspect • Economic aspect • Technical aspect • Application aspect 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  18. 3.1 Contact Center Set-up Guidance • Strategy Aspect (1) • Confusion: Definite benefits? • Fact: Contact Center technology is only a tool! • Phenomenon: Time, money, manpower consuming. Potential disapointment. • Recall: Technology vs. Management (Must complementary to each other). 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  19. 3.1 Contact Center Set-up Guidance Strategic Aspect: 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  20. 3.1 Contact Center Set-up Guidance • Human Resource Aspect • Key points: Employees must re-adapt to new function, new role, new responsibility and new processes • Fundamental issues: Not just IT. Must recognize the fact that new model change the organic culture and business process completely • Methods • Organize a call center planning and implementation team • Involve employees from the initial stage • Let employees realize the new models and the meaning of e-plan • Always concern the thoughts and emotions of employees 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  21. 3.1 Contact Center Set-up Guidance • Human Resource Aspect (2) • The characteristics of the conductive team • Involve higher executives • Participants must have sufficient knowledge about IT • Participants must understand customer services • Participants must understand company strategy • Solve possible resistance in organizational changes 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  22. 3.1 Contact Center Set-up Guidance • Human Resource Aspect (3): • Care about customers • 7/24 services • Predict and prevent customers’ problems • All staffs involve in customer services • Professional training in customer service • Don’t over restrict employees contacts to external entities • Start from simple jobs in customer services and extend to entire organization 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  23. 3.1 Contact Center Set-up Guidance • Economic Aspect • 80-20 rule：80% enterprise revenue comes from 20% high-contribution customer, so enterprise should focus on keeping these customers’ loyalty • The cost of developing new customer is 5-8 times to the cost of keep the customers you have had • CC is a profit center • 0.5 ~ 2 year: ROI • Collaborative CC (Vertical or Horizontal types) 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  24. 3.1 Contact Center Set-up Guidance • Technology Aspect (1) • Start from strategic points of view : • Range and characteristic of enterprise products • Target market • Vertical integration • Enterprise economical scale • Market geographical range • Competitive advantage 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  25. 3.1 Contact Center Set-up Guidance • Technology Aspect (2) • CC ASP Issues • Functions • Prices • Cannot focus on narrow technical ability • An integral contact center should includes both technical and application capabilities • Technical level：Focus on system development and appliance • Server connection • Database interface • Web Server • Application Server • JSP/ASP/VB/C language interface • XML data exchange interface • Information/data exchanges • Wired and wireless communication interface 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  26. 3.1 Contact Center Set-up Guidance • Technology Aspect (3) • Operational functions ：The automatic tools for marketing, sales and service. The effect is to efficiently utilize information, contact customer and create revenue and profit • “Contact” functions ：The automatic tools for information service via voice, mail, fax, web and so on. The purpose is to build an uniform window and touch service • Analytical functions：The automatic analytic tool for supplying information for decision support 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  27. 3.1 Contact Center Set-up Guidance • Technology Aspect (4) • Main technological points： • Combine the multimedia within the range of business practices(e.g., remote sale, complain management and consulting assistance) • Immediate access to necessary data by staffs (in office or out of office) • Key concerns technically: • Basic infrastructure：Ex. network structure, and hardware equipment • Basic compatibility：Ex. Operation system, and database connecting issue • Information sharing：Ex. Connecting issue between client and server • Intelligence expanding：Fully consider systematic expansion , in case that become the detached island of information systematically 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  28. 3.1 Contact Center Set-up Guidance • The process view of a contact center • Begin from gaining customer’s demand • Through the marketing activity program, execute several activities of marketing plan • Modify potential customer’s data • Transfer potential customer's information to the service department • Proceed with marketing activities from sale department • Offer, contract, order, delivery, calculation of business commission etc., connect to other systems through contact center or CRM system • Maintain and the relevant customer service in follow-up 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  29. 3.2 Key technology of contact center • Key technology of contact center • Customer interactive channel (ex. Call center, web, e-mail) • CRM of relevant decision(ex. Data mining) • CRM of relevant administration (ex. Automatic sale, one-on-one marketing) • Back-end systems integration 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  30. 3.2 Key technology of contact center • CC Applied module -- interfacing level • Key functions： • Offer integral mechanism of customer service with multi-channel • Contact center with network • Offer integral mechanism of multi-media technology • Offer friendly operation interface • Personal service content 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  31. 3.2 Key technology of contact center • CC Applied module -- analytical level • Key functions： • Support the intact customer service record • Control the procedure of customer service • Ability to data mining and analyzing • Offer the initiative marketing function • Automatically response function • Record periodic collection or report function 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  32. 3.2 Key technology of contact center • CC Applied module -- operational level • Key functions： • Integrate data with back-end systems • Business process control • System with customized ability • Software, hardware and communication technology integration • Combine customer service operations and sales operations 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  33. 3.3 New channel — Kiosk • eBook、GPS、PDA、WebPhone、IA products、Mini notebook、Web Pad、Hand-held PC, … 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

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