Creating an enhanced customer experience

Philip Michell – Consulting Director

Jaime Scott – Head of Global Quality

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Agenda

Overview of Vertex ContactPlus

Overview Framework Leveraging voice of the customer Contact evaluation QSEA 7 Day Call Back metric Performance Plus

How could this work for you?

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We Bring Global Strength and Local Knowledge to Our Business Relationships

(All numbers are on an annual basis)

US & Canada - 18 sites

-2500 Employees India - 2 sites

-500 Employees

UK - 48 sites

-6000 Employees

Australia - 2 sites

-1000 Employees

Key Facts & Figures

UK heritage - Largest Customer Management service provider serving 1 in 3 UK consumers

Top 20 BPO provider globally - Datamonitor

Serves 45 million consumers globally

~9,000 employees and ~$750 million in annual revenues

Privately owned by US interests since 2007

Led by blue chip executive team – more than 200 years of top technology, consulting and Fortune 500 company experience

Access to capacity in:• South Africa• Latin America • Philippines• China

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Our Passion: Front Office & Back Office Processes with Clear Potential for Impact on Performance

We improve and operate these front and back office processes…

Customer Interaction Phone, e-mail, web including content

management, SMS, mail

Customer Transaction Processing Bill and correspondence print, payment

processing, CRM/CIS platforms, ticketing, sector specific processes

Customer Workflow Management Integrated, multi-channel problem

resolution, product admin, ins claims, refunds & returns, debt collection

Customer Analytics Database Marketing, propensity (e.g. to

buy) analysis

Revenue Generation Campaign management, sales thru

service, retention & win back

…with these skills and capabilities…

Consulting & Transformation

BPO & Customer Management Solutions

IT Applications, Services & Products

…targeting opportunities to deliver better…

Brand experience

Sales performance

Client loyalty and retention

Business efficiency

Channel optimization

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We have a broad client portfolio and stand behind a range of leading brands

Consumer-Related Sectors

Customer lifecycle management for blue chip clients & global

brands.

Helping clients win, develop & retain

customers via contact strategies, channel

development, consulting & technology solutions.

Public Sector

Some of the largest Local Government contracts

ever let - $700M+ contracts

Strategic service partnerships, delivering transformational change

to culture, systems, services and processes.

Utilities Sector

#1 utility outsourcer in North America.

Integrated utility industry customer

management & billing solutions, delivering

reduced costs to serve & improved collections

and customer service.

Financial Services

Market leading End-to-End BPO/CMO propositions in

Mortgages, Life & Protection, Insurance, Savings & Investments

and Credit Card.

Customer lifecycle management delivering

cost efficiency & revenue generation.

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So how do we create enhanced customer experiences? Focus on First Contact Resolution (FCR) to result in

Increased quality Reduced cost Enhance customer & staff satisfaction Improved revenue & customer loyalty

ContactPlus® is Vertex’s collective toolset to drive FCR through effective:

Contact Assessment Contact Calibration Agent Coaching

So what does it look like?

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ContactPlus®

Creating an enhanced customer experience

The Tool

A customer-focused quality & service improvement framework that enables Vertex to understand & act upon what's most important to your customers.

The Process

Measure, target and coach agent behaviours & skills to match & exceed customer expectations.

Use customer insight & staff feedback to drive customer-focused strategic change & operational improvements.

Client Benefits

Deliver revenue & efficiency objectives

Seize the opportunity to implement a differentiated service proposition focused on an enhanced customer experience.

®

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Modular Framework, Tailored SolutionsEach solution is tailored to your specific business & industry requirements

Applied in a wide range of industries

Telecoms, utilities, retail, & local government.

Financial Services - Aligned to TCF.

Totally Flexible

Can operate alongside your existing call recording & playback system.

Supports quality and performance coaching for back-office activities as well as calls

Modular Solutions

Choose from any one module, or combine together to create a totally tailored solution

Maximising Customer Loyalty & Treating Customers Fairly (TCF)

Delivering Revenue & Efficiency Objectives

®

Agent Coaching

Contact Evaluation

Monitoring &

Reporting

7DCBTM

First Contact Resolution

Voice of the

Customer

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Customer Surveyfocused on the

customer’s view of how the agent

handled the call

Survey focused on care, knowledge & agent-controlled

call outcomes

MOMENTS OF TRUTHWhich aspects of the call have the biggest impact on overall satisfaction?A

NA

LYS

IS

Focus attentionon these line items

& the bottom quartile performing agents

Which line items in the quality form correlate

most strongly with these moments of truthA

NA

LYS

IS

Focus attentionon these moments of truth

PROCESS & POLICY

Survey tailored to contact types,

customer outcomes & process-specific

moments of truth

Customer Surveyfocused on the

customer’s view of process

Key Touch-pointsWeb, phone, IVR,

chat, mobile

Voice of the CustomerFocusing improvement on the things that are most important to customers

PERFORMANCE MANAGEMENT, AGENT

COACHING & DEVELOPMENT

PROCESS IMPROVEMENT

What is the root cause of contacts, repeats,

process-driven customer dissatisfaction & failure

to convert?AN

ALY

SIS

AGENT PERFORMANCE

CU

STO

MER

EX

PER

IEN

CE

®

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Contact EvaluationMeasuring the right things, setting clear expectations & focusing effort

A robust quality evaluation framework adheres to three core principles

®

Measure the things that are most important to customers

Define the expected standard & offer opportunities to exceed expectations

Avoid the tick-box mentality & balance efficiency with effectiveness

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Monitoring & ReportingEfficient quality monitoring with concise, intuitive reporting & analysis

The System

Easy-to-use browser-based application for monitoring, analysing and improving agent quality performance.

Key Functionality

Reporting, assessment and analysis tools designed to enhance agent contact skills and increase customer satisfaction

Customization

Tailored to record, monitor and assess agent quality performance according to the specific client needs and customer satisfaction objectives.

Intuitive Dashboard Contact Assessment

Skills Performance Trend Analysis

®

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7DCB: FCR @ Agent-LevelSupporting agents to maximize first-contact resolution

Agent-driven repeatsUnderstanding how agent skills & behaviours drive repeat contacts

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Focused Analysis & Improvement

Review repeat calls & focus coaching and support where it’s most needed

BenefitsUp to a 10% improvement in FCR

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Agent CoachingDriving a more collaborative, engaging & empowered coaching process

Step 1Schedule the Session

®

Step 2Calibrate a Call

Step 3Coach Performance

Step 4Check Outcomes

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How could this work for you?

Considering outsourcing? But you don’t need to!

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Any Questions?

Contact Details:

Philip Michell – Consulting Director Tel: +44 7824 322157 Philip.Michell@vertex.co.uk

Jaime Scott – Head of Global Quality Tel: +44 7795 608676 Jaime.Scott@vertex.co.uk