Stream Global Services

Driving efficiency in back office operations

Our story

Stream Background

Global BPO solution provider

32 service centres, 18 countries, 17,000

employees

Public company, (AMEX: OOO) Annual Revenues

>$500m

Derry Site 600+ agents

“Our mission is to provide innovative service

solutions to our clients to create maximum value for

their customers”

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Diversified Global Service Locations Common Processes and Technology Platform

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London, ON

Chilliwack, BC

Beaverton, OR

Tampa, FL

US 2nd

Tier New

La Coruña, SP

Velizy, FR

Dublin, IR (1 & 2)

Derry, UK (1 & 2)

Helsingborg, SW

Amsterdam, NL

Szczecin, PO

Berlin, GE

Caliari, IT

Angers, FR

Santo Domingo, DR (3)

Tunis, TUN (1 & 2)

Belleville, ON

Sophia, BU

Cape Breton, NS

Watertown, NY

Sergeant Bluff, IA

San Jose, CR

Dalian, China

Shanghai, China

Santo Domingo, DR (1 & 2)

Sao Paolo, Brazil

Mumbai, IN (1 and 2)

Ghana, Africa

Argentina Offshore

Tokyo, Japan

Milan, IT

Holland, NL

Tunis, TUN (3)

Dallas, TX

Derry, UK (3)

El Salvador

Current Sites

2008 / 2009 New Sites

Philippines

Shenzen, China

Expected to grow to 40 service centers in 24 countries by 2010

World Class Client Base

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Identified Business Issues

Agents interact with multiple Client tools in completing work – up to 10 different applications to complete a process.

Complicated processes to follow on multiple CRM systems

Work is often a combination of offline and online work and many software applications.

Lack of visibility of agent utilisation due to poor reporting from CRM systems

Mandatory information to be filled in but no mandatory fields in CRM systems.

Stream have penalties of up to 15% of revenue in this contract if KPIs not achieved

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Pilot Phase

An initial pilot of the Iontas software was undertaken in Oct 2008 to confirm its reliability and usefulness in tackling the business issues.

Within the first 2 weeks a message prompt trigger was defined to prompt agents who skipped populating a required data field.

Compliance on this item went from 65% to 100% immediately. (Contract target was 85%)

Annual savings as a result of this single validation was £41k

Workshop

While the initial pilot was successful in delivering on this

one benefit, it had been run in an isolated fashion with little

involvement from the operation heads in each division and

served little more than to prove the reliability and stability

of the software.

For this reason a one day workshop was held with separate

presentations and business needs discussions with each of

the operational groups.

The aim of the workshop was to identify 2-3 key

deliverables for each group. By the end of the workshop 4

consistent themes arose from each unit

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Item 1

Prompt agents in real-time to perform certain

actions:-

– Data validation on non mandatory fields in client application

– E.g sales codes, fault codes, payment promises.

– On screen prompts for required agent actions during call

E.g. Confirming that a master socket exists where customer

is adding DSL to existing line.

- Prompt when non compatible selections are made in one or

more applications

Solution

– Event Focus triggers to provide real-time prompts

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Data entry checks/prompts

Item 2

Autopopulate data from one or more screens to another

screen

– Data re-entry was occuring in many areas increasing AHT and

resulting in errors.

– Many of the applications use free text data entry fields however

successful operation of the business process requires specific data

to be entered in these text fields.

Solution

Use Event Focus with Data Integration module to autopopulate

data grabbed from multiple screens to either text boxes or other

data input fields.

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Auto-populate

Item 3

Automate tasks based on agent input

– For support call reduce AHT by automatically initiating line

checks while agent is still taking customer details and

logging fault.

– Automate data collection for reporting

– Automate email notifications of payment collections in

customer care

Solution

– Event Focus to trigger actions in third party applications

and\or log entries to database.

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Item 4

Capture Volume and metrics of non call based

work.

– A significant element of the work required to fulfil the

contract was non-call based and could not be managed in

the same way as the call based due to the lack of metrics

available.

– Unit counting and AHT reporting was required for these

activities

Solution

– Process Focus to capture work units and AHT of non call

based work.

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Example: Shows

discovered

Process

Detected Events

Detected Events

Frequency path is

traversed

Details for selected transition

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Business Results

By implementing Event Focus on the sales team we achieved

100% compliance on one metric, taking us out of a penalty area

– Saving = £ 41k per year

On the Tech support team we use Event Focus to automatically

trigger background diagnostics. This will reduce AHT by a

minimum of 30 seconds per call.

– Saving = approx £67,000 per year

On the Customer services team we automate template creation

and send as email or database entry. This equates to about 1 min

per call on almost all calls.

– Saving = approx £201,000 per year

Total savings 10% reduction in FTE 20 out of 200

>£300k per annum

Business Results (cont’d)

Reduced rework and errors using on screen

prompts to indicate anomalies and to ensure

compliance. Less team leader checking and

intervention.

Improved end customer and client satisfaction

Other less tangible savings available by having

full visibility of all back office work

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Next steps

Automatically log interactions instead of manually entering

in Excel

Send emails based on certain events in Customer care -

e.g. payments received

Automatically check incoming support calls against known

outage reports in real –time

For collections automate daily cleaning of debt list based

on customers previously contacted

Accuracy and automation in new account creation – up to 5

applications require similar data