When Is a Call Centre a Contact Centre

When Is a Call Centre a Contact Centre? Peter Leung Business Development Director CRM / Contact Centre Solutions NE Asia

BT’s Mission We are in the business to be the partner of choice for creative, valued and reliable Information Communication Technology (ICT) services and solutions.

Experienced delivery of solutions and value added services OUTSOURCING APPLICATIONS MANAGEMENT & HOSTING IP DESKTOP MANAGEMENT CRM MOBILE VOICE & DATA

BT’s Contact Centre Experience • Largest Intelligent Network & CRM operation in Europe - 21 m customers - 20, 000 call centre agents - 2. 6 m customer contacts per day - 12 m transactions per day • Multi-channel approach : web and e-mail; call centre; mobile; field sales & services and channel partners • Newcastle Call Centre - best multi-media contact centre in European Call Centre of the Year Awards • £ 200 m investment over 5 years

Chinatown Telephone Operator Chinese telephone users in Chinatown, San Francisco, make eight call a day per telephone, while San Francisco itself, averages four daily, a high average for large cities, according to the Pacific Telephone and Telegraph Co.

The ‘First’ Call Centre

Fast Forward To India… In 2003, India had an estimated 92, 000 agents and 1, 561 call centres. This number will grow at a CAGR of 20. 7%, reaching 237, 000 agents and 3, 920 call centres by 2008. For China, 35, 000 agents in 2003 growing to 102, 000 by 2008 Source : Datamonitor

The Customer Service Value Framework: From Silo to Enterprise Strategy First — None Second — Initial Productivity and Visibility Third — Functional Effectiveness Fourth — Intraenterprise Integration Able to Answer Responsive Personalized Proactive Siloed channels, answer calls, basic customer service. Danger: No call center Efficiency, systemized routing of calls to best agent. Danger: Siloed Effectiveness. Multichannel inquiries, coordinated customer service, customer input. Danger: Siloed State Vision Strategy POTS: PBX/ACD, Skills-based call queuing, fax routing, IVR, common database, CSS Technology applications “log and flog” Call Handling Source : Gartner Fifth — Value. Network Collaboration Collaborative Customer CEM. memory. Create Dynamically repeatable anticipate and experiences, provide customer strengthen service in real intimacy, time, internal/ communities external Danger: collaboration inadequate Enterprise decision support Strategy QM, WFM, CTI, KM, blended Decision support, workflow mgmt. , centers, analytics, advanced KM, IM, scripting, voice collaboration, advanced tools. Back/front- BPM, e-learning, collaboration, office integration, consolidated business reporting, performance feedback alerts/triggers mgmt. , predictive analytics Call Center Contact Center Interaction Hub

Why Do Business Need An IP Based Contact Centre? Do you need: • Cost effective options to expand the reach of your contact centre to remote sites, countries or home-based agents? • Disaster recovery or emergency overflow capabilities? • A broader pool of talent from which you can recruit agents? • Centralised management of contact centre applications? • New ways to reduce operating costs or toll charges? • Multi-media support or Universal agents?

Integrate Vo. IP Into Your Legacy Call Center is ‘Easy’ ACD, IVR, CTI, VR Servers PSTN IP G/W Vo. IP PBX Software Phone Enterprise LAN/WAN Remote Offices IP Phone …. But Complex And Expensive To Build & Support

Possible Savings Through IP Trunk Consolidation IP Trunk Enterprise LAN/WAN ELAN ACD, IVR, CTI, VR Servers Network Control Centre ACD, IVR, CTI, VR Servers CLAN …. But Complex And Expensive To Scale

Possible Savings Through Centralised Call Centre Macau IVR Contact Centre Service Hong Kong ELAN ACD, CTI, VR, DB Servers Macau Guangzhou …. But again Complex And Expensive To Operate PLUS No Disaster Recovery Option

Next Generation IPCC

Multimedia Trends · 15% of both the Finance and Govt customers would actually prefer to deal with the org. via the electronic channels (i. e. web, email, wap, sms, etc). · 87% want their emails responded to within 24 hours · 56% would like to mix the channels when communicating with a company – e. g. contact the company by phone and be responded to by email/sms.

Why New Channels The % of consumers that would take their business elsewhere for each channel not offered by an organisation: • SMS 16% • e-mail 18% • Web site 19% • Automated phone service (keypad) • Automated phone service (IVR) 17% 16% The majority of people keen to use the new channels are young, full time employed and in the highest income bracket.

Are You Ready To use IP To Take Advantage Of The Latest Technology? …. Make Sure Your Contact Centre Can Leverage IP

Multimedia – pick your option • Full Telephony , Voice Recording, IVR, CTI • Messaging, SMS, Email, Fax • Internet • Mobile

TECHNOLOGY – Intelligent Network And IP based Contact Centre Enhance Productivity & Availability Send calls to the best available agent the first time for superior service or availability Improve service by answering calls faster Increase call handling with same number of agents Improve contact center management with consolidated reports and tools Take advantage of labour where cost is more attractive

BT Portfolio BT Contact Centre Service End-to-end managed voice solution that enables high-volume global contact centres to operate more efficiently and serve their customers better than ever before. BT Contact Central • IP Based Multi-Media Contact Centre Solution In-A-Box • End-to-end solution that integrates e-business software and IP communications technology at a single stroke

Contact Centre Consolidation VCS Servers HP DL 380 Kuala Lumpur Singapore Sydney Centralised HA BT Contact Central Servers SINGAPORE Auckland

Seamless Expansion - Bangkok Integration VCS Servers HP DL 380 Kuala Lumpur Bangkok Singapore Sydney Centralised HA BT Contact Central Servers SINGAPORE Auckland

Contact Centre Networking - PRC Beijing Shanghai Guangzhou LOCAL VCS Servers HP DL 380 Centralised HA BT Contact Central Servers HONG KONG

Implications of not changing We do not need to change… …survival is not mandatory

Thank You… Peter. Leung@bt. com