what are 99% of your customers hiding from you? find out with cloud-based speech analytics

What are 99% of your Customers Hiding from You? Find Out With Cloud-Based Speech Analytics

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2

Today’s Presenters

Eric TamblynVP Global Innovations, Genesys

Brian BischoffVP Sales, Global Cloud Solutions, Genesys


Great CX Matters!

•In a recent poll from Forrester: 93% of respondents say that the customer experience is among their companies’ strategy priorities

•Customers are more than willing to pay more if they are met with a superior customer, up to 20% more!

•Companies with a focus on CX:

• Improve revenue growth by 10-15%

• Increase customer Satisfaction by 20%

• Lower cost to service by 15-20%


• Infrastructure management, integration, and updates of legacy best of breed solutions

• Recognized backlog of applications driving value for the LOB

• Increased focus on reliability, security and business continuity

• Need to maintain pace with rapidly changing customer preferences to improve CX

Challenges Facing Today’s BusinessesWhy The Cloud Makes Sense

Fast forward 2 years and we are not Discussing “why cloud”

Our topic is “how cloud”


•Less then 1% of all recorded contact center calls are monitored

•30% of monitored calls are scored incorrectly

•Current QM strategies may miss:

Compliance

Sales/revenue conversation opportunities

Fraud

Continuous Skills Monitoring

Actionable Analytics

How can you improve what you can’t measure?


Your Company

Your Customer

{per year}75,000 Tweets50,000 Mentions10,000 Complaints15,000,000 Calls250,000 Emails180,000 Chats

Unveiling your Customer Conversations


Customer Care

Workforce Optimization

(WFO)

Improve Agent Efficiency

Increase Sales Opportunities

Reduce Customer Churn

Act on Customer Feedback

Minimize Litigation Risk

Opportunities Are Hidden in Conversations

Your Company

Your Customer

Contact Center

Manager

Supervisor

Customer Service

Rep

VPCustomer

Care

VPMarketing

VPProductMgmt.


Traditional Quality Management

Historical Reports Customer Surveys

Random Sampling

CallRecordings


Conversation Processing

Conversation Analytics

CallRecordings

Workforce Optimization Driven by Analytics


ConversationUnderstanding


Three Approaches to Speech Analytics

book morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please hold

good morning. how may i help you. i have a billing question. may i speak to asupervisor. sure i am transferring you.

Phonetics

Speech-to-Text (LVCSR)

Speech-to-PhraseRecognition by

Genesys™

g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n

how may I help youhow may I help you I have a billing question

how may I help you I have a billing question May I speak to a supervisor

how may I help you I have a billing question May I speak to a supervisor I am transferring you

The “Truth”(what was actually said during the conversation)


Search

Discovery

Categorization

Three Main Use Cases


Speechto Text

Search

managerRecorded Conversations

Text Analytics

Your Company

Your Customer


Automatic Discovery

I got the new phone model…it seems to be dropping calls frequently…I upgraded my account to a family plan because of the recent promotion on the family plan……..

I’m having trouble with my phone….the data service works fine but my new phone seems to drop calls…you guys should have thought of that sooner

I just recently bought the newest phone model…..the video camera is great…the internet service has been spotty…my new phone has been dropping a lot of calls…

Movers and Shakers

Term Percent Change

new phone dropping calls

one month free

they’re overcharging me

recent tv advertisement

broken product in mail

cancel my account

trouble with form on website

376.1%

25.8%

5.8%

-8.6%

-18.6%

-21.3%

-23.5%

Discovery Analytics

Speechto Text

Recorded Conversations

Text Analytics

Your Company

Your Customer


Categorization

• Customer Dissatisfaction

• Contact Reason

• Where’s My Stuff?

• Billing Issue

• Etc…..

Topic Mapped Phrases

• I’m very upset

• This is ridiculous!

• That is poor customer service

Customer Dissatisfaction

Where’s My Stuff?• I haven’t received this shipment

• I should’ve received yesterday

• Where’s my order?

Billing Issue• I have a question about my bill

• Why am I being charged for….

• You’re overcharging me


Goal: Increase Sales Conversion

• Validate Sales Process

• Identify important skills in closing sales

• Understand nuances of skill usage

• Identify who is using skills, who isn’t

• Measure skill usage improvement after training

Customer Success Story

Decision Process

Why Speech Analysis?

• Needed a cost effective solution to access the voice of the customer

Selection Criteria

• Accurate and Complete

• Intuitive


Key differentiators to sales conversion

Even top performers are not good at discussing benefits

0% 5% 10% 15% 20% 25% 30%

Asking for an Application

Exhibiting Courtesy

Open Probes: Competition

Discussion of Benefits

Building Customer's Ego

Open Probes: Customer Needs

Educating the Customer

Building Rapport

Bottom Agents

Top Agents

Top and Bottom Agents: Skill Usage Comparison

Validate Sales Process and Key Skills

No significant impact on

sales conversion


• Precise agent scoring for each key skill• Targeted coaching and role-plays

0%

5%

10%

15%

20%

Agent1 Agent3 Agent5 Agent7 Agent9 Agent11 Agent13

17.0%

6.8%

14.7%

8.7%

13.4%

8.3%9.9%

8.3% 9.4%

13.8%

8.6%6.9%

9.2%

Building Rapport

Targeted Evaluation and Coaching

% ofCalls


• Learning impact measurement• New agent evaluation for advancement• Ongoing agent development

15.30%

17.80%

21.60%

12%

14%

16%

18%

20%

22%

24%

Q1 Q2 Q3

Ap

plic

atio

n t

o C

all R

atio

Fiscal Quarter

Application to Call Ratio (Sales Conversion Rate)

Targeted Evaluation and Coaching Drive Gains


Proven Results

Solution

• Deployed in 8 business units

• Identified which critical skills had the highest impact on sales conversion rate

• Analyzed importance of frequency, timing and order of skill usage

Benefits

• Modified training program to focus on critical sales skills

• Used Speech Analytics to confirm when new hires were ready to take customer calls

• Increased sales conversion 41% (15.3% → 21.6%)

Case Study: Improving First Contact Resolution (FCR)


Customer Success Story

“Before implementing Speech Analytics, our contact center quality monitoring and analysis systems and processes were good at telling us when on our FCR rate (and other KPI’s) needed to get better, but they weren’t very helpful in discovering how we could improve our performance.”

− Pamela Cook, Quality Coach, Ceridian

Company Background

Global Service Provider of:

• Human Resources

• Payroll

• Benefits

• Payment Solutions

Challenges

• Persistently low FCR rate driving up call volumes and impacting customer satisfaction

• FCR measured by customer response to IVR question: “Is this a repeat call?”

• Does not link to call drivers to support root cause analysis

• Does not tie to specific agent or ID agent behavior

• Unable to improve FCR


How Many Repeat Calls Occur?

• Data from case tracking system integrated with calls in Speech Analytics Data Mart to measure repeat calls by customer

• 30% of calls are customers calling multiple times in 30 days

• 2.9% of customers call 10 times in 30 days


Which Call Types Generate the Most Repeats?

• Report shows what call types are generating more callbacks (12.8% of repeats involve manual checks.)

• Clicking on bar plays calls in group. What is causing the repeats: process, policy, technology, etc.


Which Agents Are Driving Repeats?

• Some agents have over four times the repeat call rates of other agents

• Clicking on the bar for each agent accesses their repeat calls sorted by call type, allowing quick assessment of where each agent needs help


Proven Results

“Speech Analytics and analytics-driven Coaching helped us significantly improve our First Call Resolution rate. However, the reality is that we’ve just scratched the “tip of the iceberg” in terms of the opportunities for improvement that Speech Analytics can help us to discover. The potential is enormous.” − Pamela Cook, Quality Coach, Ceridian

Solution

• Determines FCR by call type

• Identifies system drivers of repeat calls

• Identifies agent behaviors that can reduce repeat calls

Results

• Actions

• Implemented processes to improve connection between callers & agents

• Developed guidelines for callbacks

• Improved percentage of customers saying they were not likely to call back by 30% in their pilot group, and by 18% throughout their entire Customer Care organization!


Conversation Processing

Conversation Analytics

Event Detection

Phrase 1 into the

So does so Phrase 2

CallRecordings

Auto-Triggered

Analytics Driven Workflows

Training

Work Items

Escalations

Outbound

PLAN

TRAIN

DISTRIBUTE

MONITOR & ADAPT


SMS/email

Routing

CRM

Mobile

Chat

Survey

Outbound Calling

Agent Pop-Up Screen


Summary of Benefits

Continuous Workforce Optimization Approach

Patented Speech to Phrase Recognition

Highest Reliability: Detection and Precision

Crucial for automatic workflows, compliance, WFO, VOC

Recording agnostic/open architecture

Analytics Driven Workflows

Maximize KPI improvements and Return on Investment


Cloud

Genesys Cloud

Carrier

Customer Premise

Options of deploying beyond your location: “to the Cloud”

Customer Premise

Hybrid Cloud

Genesys Cloud

Carrier

• Zero footprint Deployment

• Mix on Premises and Cloud

Speech Analytics “in the cloud”

thankyou

[email protected]

@Genesys

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what are 99% of your customers hiding from you? find out with cloud-based speech analytics

Technology

presentation title month

customer conversations

customer experience

superior customer

changing customer preferences

increase customer satisfaction

genesys brian bischoffvp

cloudbased speech analytics