Next Generation Call Center Solutions - OnviSource
Next Generation Call Center Solutions - OnviSource
Next Generation Call Center Solutions - OnviSource
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<strong>Next</strong> <strong>Generation</strong><br />
<strong>Call</strong> <strong>Center</strong> <strong>Solutions</strong><br />
A Paradigm Shift in Offering <strong>Solutions</strong>
Is it realistic to think we can transition our<br />
Reactive,<br />
Productivity-<br />
Oriented<br />
Cost <strong>Center</strong>s<br />
Proactive,<br />
Engaged<br />
Profit<br />
<strong>Center</strong>s<br />
using the same, traditional ways of<br />
offering solutions
It’s time for a<br />
Paradigm Shift<br />
in the way solutions are offered<br />
to the call center industry.
Historically, <strong>Call</strong> <strong>Center</strong>s’ Top Goals Conflict:<br />
Customer Satisfaction<br />
Increase<br />
Revenues<br />
Reduce<br />
Expenses
<strong>Call</strong> <strong>Center</strong>s’ Top Challenges in<br />
Transitioning to Proactive, Engaged Profit <strong>Center</strong>s<br />
Labor Costs<br />
Total Cost of Ownership to Implement<br />
Workforce Optimization (WFO)<br />
Agent Desktop Complexity<br />
Managing Virtualized Environments<br />
Synchronization, Management and Distribution of Customer<br />
Interactions to Right Skills, Remote Agents and<br />
Distributed <strong>Call</strong> <strong>Center</strong>s
<strong>Next</strong>-<strong>Generation</strong> <strong>Call</strong> <strong>Center</strong> <strong>Solutions</strong><br />
Fully Integrated<br />
Workforce<br />
Optimization<br />
Highly Affordable<br />
<strong>Next</strong>-<strong>Generation</strong><br />
<strong>Call</strong> <strong>Center</strong><br />
<strong>Solutions</strong><br />
Agent Desktop<br />
Unification<br />
Automation<br />
Virtualization
The Challenge to Control Labor Cost, Productivity<br />
and Customer Satisfaction<br />
Profitability<br />
Rules<br />
<strong>Call</strong> centers are sensitive to “productivity” to ensure<br />
profitability.<br />
High Labor<br />
Costs<br />
Labor costs approximate 70% of total expenses.<br />
Critical<br />
Solution<br />
Any solution aimed at productivity and customer<br />
satisfaction is critical to reducing labor costs.<br />
Total WFO is<br />
the Solution<br />
A true solution is possible when all layers of the WFO<br />
stack are effectively utilized and synergistic.
The Challenge to Control Labor Cost, Productivity<br />
and Customer Satisfaction<br />
If the value of each layer in a stack of WFO<br />
tools is undeniable, why is it call centers are<br />
slow to implement WFO solutions<br />
Could it be because the Total Cost of Ownership<br />
and complexity of integration and management<br />
doesn't satisfy the immediate ROI
The Challenge to Control Labor Cost, Productivity<br />
and Customer Satisfaction<br />
Should WFO work as a stack of<br />
multiple, independent products or<br />
should WFO be packaged as a<br />
single and affordable product with<br />
multiple synergistic solutions
Fully Integrated & Affordable WFO<br />
Recording, Quality Monitoring, Workforce Management,<br />
Performance Management, Coaching, Surveying, Analytics<br />
It is time to offer WFO as one<br />
affordable and integrated<br />
product, not as multiple,<br />
independent products.
The Challenge of Agent Productivity<br />
Multiple<br />
Increased <strong>Call</strong><br />
Costs and<br />
Customer<br />
Applications<br />
Duration<br />
Mistakes<br />
Experience<br />
Agents work<br />
with multiple<br />
applications,<br />
entering the<br />
same data<br />
multiple<br />
times<br />
Agents spend<br />
over 20%<br />
of their call<br />
duration<br />
accessing<br />
information<br />
and screens<br />
Increased<br />
training<br />
costs, labor<br />
costs due to<br />
complexity of<br />
screens and<br />
costly<br />
mistakes by<br />
agents<br />
Poor<br />
Customer<br />
Satisfaction -<br />
Agents have<br />
to pay more<br />
attention to<br />
systems<br />
instead of<br />
customers
The Challenge of Agent Productivity<br />
Many WFO solutions are<br />
built “around” an agent<br />
(recording, monitoring,<br />
coaching, surveying,<br />
performance management)<br />
- all implemented to identify<br />
and “fix” problems.
The Challenge of Agent Productivity<br />
Why is there not enough<br />
emphasis on proactive<br />
solutions “for” an agent<br />
- to help support and<br />
“prevent” problems from<br />
developing in the<br />
first place
The Challenge of Agent Productivity<br />
How can solution providers<br />
continue to increase the<br />
complexity and multiplicity of<br />
software products and expect<br />
the same agents with the same<br />
qualifications at the same pay<br />
scale to use them effectively
Agent Desktop Automation<br />
Automate agent desktop screens, workflow-scripting,<br />
coaching, compliance management and communication<br />
It is time to offer agent desktop<br />
unification and automation<br />
- to do something “for” agents -<br />
preventing mistakes,<br />
increasing customer satisfaction<br />
and reducing costs.
The Challenge of Managing Virtual Environments<br />
Skills<br />
Agent-at-<br />
Home<br />
Distributed<br />
<strong>Center</strong>s<br />
Business<br />
Continuity<br />
Skills-based routing inside the call center, outside<br />
the call center or to another enterprise<br />
Utilizing the benefits of Agent-at-Home<br />
Multiple centers, domestic, off-shore, other businesses<br />
Overload, Disaster Recovery, Load Sharing
The Challenge of Managing Virtual Environments<br />
Primary <strong>Call</strong> <strong>Center</strong><br />
Should call centers be “physical locations full of agents”<br />
or “virtualized enterprises full of expertise”<br />
Secondary <strong>Call</strong> <strong>Center</strong> Remote Agent Remote Agent Enterprise Employee<br />
How can you maintain the same “customer<br />
experience” in a virtualized environment
The Challenge of Managing Virtual Environments<br />
A true virtualized<br />
environment requires<br />
proper distribution<br />
and management<br />
of these critical<br />
elements:<br />
1. <strong>Call</strong>s and Messages<br />
2. Information<br />
3. Agent desktop applications<br />
4. Back office functions
Virtualization<br />
Distribution & Management of <strong>Call</strong>s Based on Load Sharing, Skills, Overload and<br />
Disaster Recovery – With Same Customer Experience & Agent Desktop<br />
It is time to convert call<br />
centers from “physical places<br />
full of agents” to “virtual<br />
enterprises full of expertise”.
<strong>Next</strong>-<strong>Generation</strong> <strong>Call</strong> <strong>Center</strong> <strong>Solutions</strong><br />
Fully Integrated<br />
Workforce<br />
Optimization<br />
Highly Affordable<br />
<strong>Next</strong> <strong>Generation</strong><br />
<strong>Call</strong> <strong>Center</strong><br />
<strong>Solutions</strong><br />
Agent Desktop<br />
Unification<br />
Automation<br />
Virtualization
<strong>Next</strong>-<strong>Generation</strong> <strong>Call</strong> <strong>Center</strong> Products<br />
Highly affordable, virtualized and fully integrated workforce<br />
optimization with automated agent desktop<br />
Fully Integrated Workforce<br />
Optimization<br />
Recording, QM-QA, WFM, Performance<br />
Management, Analytics, Surveying<br />
and Coaching
<strong>Next</strong>-<strong>Generation</strong> <strong>Call</strong> <strong>Center</strong> Products<br />
Highly affordable, virtualized and fully integrated workforce<br />
optimization with automated agent desktop<br />
Agent Unified and<br />
Automated Desktop<br />
Automated Screens, Workflow and<br />
Scripting, Coaching, Compliance<br />
Management and Communication
<strong>Next</strong>-<strong>Generation</strong> <strong>Call</strong> <strong>Center</strong> Products<br />
Highly affordable, virtualized and fully integrated workforce<br />
optimization with automated agent desktop<br />
Virtualization<br />
Distribution & Management of <strong>Call</strong>s based<br />
on Load Sharing, Skills, Overload, Disaster<br />
Recovery – with Same Customer Experience<br />
and Agent Desktop
Good News!<br />
Many solution providers<br />
are transitioning toward<br />
<strong>Next</strong>-<strong>Generation</strong> <strong>Call</strong> <strong>Center</strong> <strong>Solutions</strong>.<br />
<strong>Next</strong>-<strong>Generation</strong> <strong>Call</strong> <strong>Center</strong> Products<br />
are becoming available in today’s market.
We would like to Thank You for participating.<br />
<strong>OnviSource</strong> is a provider of …<br />
highly affordable and fully integrated Workforce Optimization and<br />
Customer Interaction Management Software and Outsourcing <strong>Solutions</strong><br />
Onvi<strong>Center</strong> 6 Product <strong>Solutions</strong><br />
Integrated Workforce Optimization, Agent Desk Top Unification and<br />
Automation, call center business applications and Virtualization<br />
OnviServ Outsourcing <strong>Solutions</strong><br />
Award-winning and performance-based Hosted, ASP and<br />
Outsourcing services<br />
Contact <strong>OnviSource</strong>:<br />
800.311.3025<br />
info@onvisource.com<br />
1255 West 15th Street<br />
Suite 620<br />
Plano, TX 75075<br />
<strong>OnviSource</strong> serves organizations operating in the contact center,<br />
tele-enterprise, public safety, financial services, medical and dispatch<br />
industries. More than 1,000 customers with installations in North<br />
America, Europe and Japan have acquired <strong>OnviSource</strong> products.<br />
If you would like to learn more about our company and<br />
product offering, please visit www.onvisource.com
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