Collecting and Understanding Interaction and Analytics-Based Services for Your Customers

Amerigo De Vera, Customer Interaction Analytics Director, TSYS

the people of TSYS improve lives and businesses across the world with every payment transaction.

41 million times each day

$278 million

800,000

More than 3,000

$660 million

200+

1.2 million

40 million

30 million

5 1/2 years

Managed Services Facts & Figures

Total merchants supported

Seats in global contact centers

Total POS terminals supported

TSYS Managed Services clients

2012 client fraud loss savings

Amount processed through disputes/chargebacks

Total unique cardholders served

Total calls handled per year

Average length of client contract

Workforce

Analytics

Feedback

Performance

Agenda

Voice of the Customer

Case Studies

What is TSYS Voice of the Customer?

* Source: B. Temkin; Are you Listening to the Voice of the Customer, July 2007

Voice of the Customer “A systematic approach for incorporating the needs of customers into the design of customer experiences” *

Uses Systematic Approach

Uncovers Customer Need Gaps

Implements Experience Design

The Value

• After-call surveys

• CSAT trends

• Improved first-call resolution

• Identified customer dissatisfaction

• Business intelligence

• Measured campaign effectiveness

• Determined cause of customer defections

• Customers moved to greater self-service

TSYS Voice of the CustomerSM

A collection of insights and analysis to better understand customer needs and behaviors

Phone

Email

Phone Survey

Social Media

Chat

Web

Intent Insight

Root Cause Analysis

0 25 75 100 Agent response

Service

Wait during call

Product

Categorization

20

40

60

80

Alert

Speech Analytics Emotion Detection Talk Over Analysis Call Flow Analysis Desktop Analytics

misinformed

second time I’m calling

that’s great

frustrating

Interaction Analytics

Impact

Real Time Impact

Capture

Analyze and Categorize Interactions To Reveal Satisfaction Insights

Workforce Driven

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Consumer CRV Forecast vs. Received

ForecastReceived

• Analytics engine scans all “Transfer” calls

• Eliminates manually listening to every call for 7 days

• Over 10,000 minutes of call volume are used

• Methods have been validated over the years

Analytics System Efficiency

• Users see words and phrases on a recorded call • Don’t have to analyze full 10-minute call • Analysts can skip directly to a word or phrase • Number of hours spent reviewing root cause issues is reduced

Workforce Driven

• Completed 10,000 minute call sample analysis of Transfers • Upon observation, several issues were identified • The AHT for all calls is 9:56

• Warm transfers are the biggest issue

• Risk Agents remain on the phone too long

• Agent verification is taking too long

• One transaction on an account 20 times

• Agents having system issues

Call Observations

• Change policy/procedure

• Share information with the client

• Offer to handle overflow calls

• “Transfer in” calls immediately

• Conduct further analysis

Suggestive Actions

Workforce Driven

Transaction Dispute 27%

Warm Transfer 21%

Transfer In 15%

Merchant Error 9%

B/T 6%

System Issue 6%

Card Fee 4%

Dispute Inquiry 4%

Auth User Removal Policy 2%

Agent Error 2%

Repeat Caller 2% Transaction Policy

2%

0% 0%

Call Reasons

Customer Service

58% Merchant 25%

Internal 17%

Warm Transfer to

Analytics Categories

• Organizational lexicons listed above are most widely used

• All words/phrases in every lexicon category are customizable

Analytics Customer Effort

0

10

20

30

40

50

60

Cou

nt

December November October

Call Type % of Category AHT Payment 40% 10:03 Website 18% 11:07 Transaction 13% 9:33 AHT for the Top 3 Call Types: 10:15

Below are the three top call types identified while trending customer effort for one month:

Analytics Customer Effort Hold and Transfers

October

Average Hold Time 238 Olympic Average Hold Time 231 Number of Calls with Hold Time

82

November

Average Hold Time 266 Olympic Average Hold Time 252

Number of Calls with Hold Time

47

0100200300400500600700800900

1000

December

Average Hold Time 232 Olympic Average Hold Time 227

Number of Calls with Hold Time

54

0

100

200

300

400

500

600

700

800Overall

Average Hold Time 243 Olympic Average Hold Time 240

Number of Calls with Hold Time

183

180 200 220 240 260 280

October

November

December

Analytics Customer Effort - Voice of the Customer

• “You're the third person I talked to today and I verified my checking account number with the first two ladies and neither one of them caught that.” (Auto pay)

• “I tried to make my payment on the Internet but the website is having problems and won't pop up.” • “I just tried to make a payment through your telephone system and I don't know if it was accepted or not.”

• “When I view statements I get a blank screen. This is the only company I can't view statements from, if it was something with my computer it would be the same with all companies when I get e-statements with them.”

• “Every time when I want to go online to pay it won't let me pay.” • “I just registered online and it won't let me log in.”

• "Is my card working now?, 'cause I‘ve tired of calling every month.” • “I'm being charged an additional 17% on a fee when the fee is a purchase; I mean the fee is a

transfer transaction not a purchase.” (Balance Transfer Fee)

Payment

Website

Transaction

Analytics Customer Effort

Reason Agent Training Procedure/ Process Policy Coaching

Autopay Website – Payment IVR Payment-Debit Card Payment Information – 3rd Party Website – Statement Registration Decline Transaction Balance Transfer Fee Travel Notations Signature Card Rewards Redemption

Feedback Survey

NOTE: The Call Center Average Score calculation is based off all combined survey scores

88.5%

14%

55.0%

86.6%

11%

52.1%

87.3%

11%

56.3%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Call Center Average Score Call Center Response Rate Overall Estimated NPS

December November October

Feedback Survey Average Score/Rating per Question

100-90% = Superior 80-89% = Excellent 70-79% = Fair

91%

87% 86%

90%

88%

85% 84%

89% 88%

87%

85%

89%

80%

82%

84%

86%

88%

90%

92%

CustomerSatisfaction

CustomerRecommendation

Customer Effort First CallResolution

December November October

4.6

4.5

4.4

4.6

4.5

4.4 4.4

4.6

4.5 4.5

4.4

4.6

4

4.25

4.5

4.75

CustomerSatisfaction

CustomerRecommendation

Customer Effort First CallResolution

December November October

Average Score per Question Average Rating per Question

The Loyalty index comprises 3 questions: 1. Customer Satisfaction: Received an overall score of 91% 2. Customer Recommendation: Received an overall score of 87% 3. Customer Effort: Received an overall score of 86% Client received an overall combined Loyalty Score of : 88%

Customer Satisfaction and Customer Recommendation increased by 1, while Customer Effort and First Call Resolution stayed the same for the past three months.

The average median for all survey questions remain above 4.0.

Feedback Survey - First Call Resolution

91.0% Of feedback received on the day of their call, customers responded they will most likely NOT have to call back regarding the same issue. 91.0% is the combined score of Rating 5 & 4. November was 90.0% and October was 90.8%

76.0% Of feedback received on the day of their call, customers responded they will NOT have to call back regarding the same issue. 76.0% was from Rating 5 only. November was 77.7% and October was 76.5%

9.0% Of feedback received on the day of their call, customers responded they will most likely have to call back regarding the same issue. 9.0% was from Rating 3-1 combined. November was 10.0% and October was 9.2%

76% 77.7% 76.5%

15% 12.3% 14.3%

4% 4.1% 3.1% 2% 1.4% 1.7% 3% 4.5% 4.4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

December November October

Rating 5: Extremely LikelyRating 4: Very LikelyRating 3: Moderately LikelyRating 2: Somewhat LikelyRating 1: Not at all Likely

Feedback Survey - Agent Performance

64%

17% 8% 12%

62%

17% 9%

13%

64%

17%

6% 13%

0%

10%

20%

30%

40%

50%

60%

70%

90% and higher 80%-89% 70%-79% Below 70%

December November October

Overall Agent Performance Summary: • 66% scored 90 or higher, which is considered superior • 17% scored between 80 and 89, which is considered excellent • 8% scored between 70 and 79, which is considered fair • 12% scored below 70

Customer Service Agent Scoring

Feedback Survey Next Steps

Actions Taken

• Low agent performance scores coached

• Call-backs on warranted calls

• Recognize agents with top scores

• Recognize agents with most surveys

Analytics Case Study

©2013 Total System Services Inc ® Proprietary All rights reserved worldwide 22

Decrease Repeat Callers 7% average reduction in call volumes from previous year!

$317k Estimated Annual Savings!

Increase Customer E-Statement Adoption

22% increase in Credit Care payment and e-statement users for fiscal year!

$250K Estimated Annual Savings!

Customized Customer Interaction Footprint Improvement

Increase Self Service

Increase Website Usage Decrease Repeat Callers

Increase IVR Payments 11% increase in IVR payments

compared to same time previous year!

$375k Estimated Annual Savings!

Success is Measured by the Results!

Satisfaction Survey Case Study

©2013 Total System Services, Inc.® Proprietary. All rights reserved worldwide. 23

Creating A Net Promoter Score Foundation •Average financial sector Net Promoter Score 29% •Achieved score 20% above industry average

Credit Card Loyalty NPS of 49% Achieved!

Data Mining: The Value of the Customer Voice

Voice of the Customer (VoC) Net Promoter Score (NPS)

Understanding the Voice of the Customer

• 46% voiced superior service

• 12% response rate

88% Average Score For All Surveys!

Success is Measured by the Results!

Interaction Analytics / Social Media

• Capture/understand data

• Speech analytics

• Real-time customer surveys

• Customer base intelligence

• Improve operational effectiveness

• Increase customer loyalty

• Capture Voice of the Customer

• Net Promoter Score

Thank You! Questions?