Key takeaways

Customer Story: Tele-center

• 20 year old company with 400 seats
• Outsourcer for both government agencies and commercial
• Transitioning to digital – voice & email to chat and social
• Embraces omnichannel to support digital strategy

Covid-10 Challenge

• Preparing hardware to support employees going remote
• Poor voice quality due to poor broadband in home environment
• Government agencies work needs strict compliance and data security

The Solution

• Enhance communication when agents work from home
• Resolve connectivity and voice quality issues through collaboration with partners
• Ensure compliance through training and documentation

KPIs: Today vs Tomorrow

Today

• Speed of Answer
• Abandon Rate
• Average Time in Queue
• First Contact Resolution
• Customer Satisfaction

Tomorrow

• Speed of Answer for AI and Human Assisted Transaction
• Hyper Personalisation Real Time Targets
• Direct Resolutions Handle Time
• Self Service Utilisation Rate
• Seamless Customer Experience Satisfaction Ratings

Lessons from Failure

Addressing Digital Anxiety

• Onboard the frontline agents from the onset (they are the ones working directly with the customers and resolving the issues)
• Get feedback from people on what is working and what is not
• Value and use the creativity and empathy of agents
• Take away the fear factor through education on the value of automation
• Leverage existing assets such as voice recording data

Justifying the ROI of automation

• Have clear communication plan
• Investing in upskilling employees

Lessons from global best practices

The Why

• Critical to prioritize digital
• Rapid movement from voice to digital underway
• Messaging a key driver
• Digital engagement allows agents to spend more time understanding the customer
• Digital provides more data, enables personalization
• Digital customer journeys be as frictionless as voice conversations
• Moving to digital is easier to automate than voice

The How

Internal Alignment

• Establishing a clear “Why” and KPI’s make it easier
• Prioritise the alignment and strategy first before involving the customer care operations from the staff
• Train staff to handle digital channels

Automation Strategy

• Important to start from day 1, but not necessarily with chatbots
• Routing bots are a good way to start if not ready to embrace full functionality chatbots

Benefits

• Higher FCR due to more data from digital interactions
• Higher agent net productivity due to concurrent interactions
• Improved sales conversions
• Increasing automation of digital interactions over time (over 40%)

Employee engagement is key. Get them into the company’s mission and vision, how we want to move forward in our movement to create experiences.

– Nicholas Loh, General Manager, Tele-Centre Services PTE. LTD.

Help enable the human element, because people connect with people and people buy from people.

– Jasmine Goh, Director, Solution Sales, Intelligent Workplace GTM

Messaging will be the key driver of digital. It will be the fastest growing channel in digital.

– Jean Marc Provost, Director Digital and Conversational AI, APAC