PWC COVID-19 CONTACT CENTRE RELIEF - COVID-19 APRIL 2020

COVID-19

PwC COVID-19
Contact Centre
Relief
April 2020

The new normal | What are you dealing with today
The unplanned and unprecedented COVID-19 pandemic will likely be the How this may manifest today
greatest test of business resilience in our lifetime.
 ● Unable to serve at all
Contact centres are feeling the strain as customers/citizens are keen to get ● SLA’s become irrelevant
reassurance, updates or access to new services (e.g. mortgage payment ● Increased abandon rates
relief) and contact volumes are spiking. ● Reduced first call resolution
 ● 15+ min increase in AHT
Meanwhile operations are having to face challenges of transition to remote ● Increased shrinkage
working and/or closure of traditional offshore support avenues. ● Reduced adherence
 ● Increased complaints
Contact centres are now looking at what they can do in the short term to ● Increased cost per contact
continue to support and serve their customers. ● Reduced quality
 ● Reduced customer satisfaction
 ● Reduced employee morale
 ● Manual typing of customer data
 ● Manual routing to the right person
 ● Unable to focus on normal requests
 ● Swivel chair / duplicate data entry
 Pre Covid-19 capacity Contact : Capacity Vector ● No integration of data
 contact centre
 capacity ● No automation
 ● Loss of revenue

 Pre COVID- Post
 19 COVID-19 Covid-19 capacity
 contact contact contact centre
 volume volume capacity

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How PwC can help | Reducing the load
 PwC has the Global Capability to help you continue to
 support and serve your customers working with you virtually
 to solve the challenges you are facing.

 Using a 3 tiered approach, powered by Salesforce, we can
 quickly deploy a solution to reduce the load on your contact Customer Contact
 centre by looking first at deflection and self service through
 to intelligent routing of queries to agents.
 Query Volume

 Proactive Service
 PwC Solutions
 Build trust and avoid worry by contacting customers before they contact you

 Outreach contact in Salesforce
 Point customers to digital options
 Deflect
Tier
 Self serve / knowledge
 1 Improved Self Service
 powered by Salesforce
 Salesforce Community with unauthenticated access for generic or new queries

 Dynamic knowledge base with access to answers to possible queries Case ingestion/case handling in
 Self Serve Salesforce
 Offer next course of action if unable to find the answer or need more help

 Telephony solution
 Intelligent query management and case ingestion for high volume / low complexity queries Low complexity query (AWS or Teleware )
Tier
 2
 Route queries to the right person or team via the right channel

 - Web to case through digital forms
 ... Intelligent Conversation
 Analytics
 -
 -
 Live Chat
 Direct calls and click to call for basic telephony handling
 Mngt
 PwC contact centre surge
 Intelligent query management and case ingestion for urgent / high complexity queries
 support (Operate)

Tier Live Chat routing to available skilled agents

 3 PerformPlus
 Integration to telephony solution to allow intelligent routing
 This can be delivered through your
 Optimisation requires integration to core systems existing operations or bolstered with fast
 and easy access to quality operational
 support at scale through PwC Operate
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How PwC can help | Surviving the surge
 Secure Call Recording

Operate Instantly Scalable
 Secure Call
 We can enable encrypted call recording for quality
 review ensuring our agents are effectively handling
 customer contact at all times and can be stored on
Surge support Fast to deploy (within 5 working days) instantly scalable
 solution which can be scaled in line with changing
 Recording
 file for the desired length of time.
 business need, e.g. surges in demand from seasonality,
 awareness campaign/ events. 02
We can provide remote support Instantly Intelligent
 Intelligent Routing
to deliver critical business Scalable Routing
operations for companies 01 03 Fully flexible interactive voice response functionality
 Skilled customer facing resources enables us to tailor inbound calling to increase
impacted by COVID-19 who efficiencies, and effectively direct customers to the
 A combination of skilled customer-facing
now lack capacity due to resources, tried and tested processes and hand- Operate right information or agent based on client call on walk-
 in advisor needing assistance.
 offs, and a sophisticated, fully configurable and
increased demand or who are secure telephony solution provides successful and
struggling to provide remote repeatable delivery. Skilled 06 04 Telephone
working capability with their customer
 facing
 System Telephone System Agnostic
existing infrastructure. resources 05
 Agnostic A flexible, network agnostic solution which enables the
 convergence of network infrastructures, mixed estates,
 Extensive Real Time Reporting differing technologies and geographic locations on an
 inbound and outbound basis.
 Extensive Real
 Fully configurable digital dashboards help inform us by displaying real
 Time Reporting
 time performance levels enabling us to quickly respond to team and
 agent productivity and ensure SLA’s are tracked and met.

 Perform Plus
 Connect Enterprise Wide
 with critical communications
 100 days of Connected Performance
 Collaborate and Engage
 We support wellbeing, drive ongoing connection and maintain productivity across teams as with peers to problem solve & celebrate success
 they have to suddenly transition to remote, home and dispersed working.
 Informed data driven daily discussions
 By combining coaching with smart technology, Connected Performance helps create centered around capacity, wellbeing, control & priorities
 happier and higher performing teams who deliver better business outcomes, whether they
 are dispersed across multiple locations or working from home. Maintain Productivity & Manage performance
 against leading daily KPIs that impact business outcomes

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Our Approach | Rapid implementation (days not months)
 Day 1-3 Day 4-8 Day 9-13 Day 14+
 3 days 1 week 1 week 3 Months
 Mobilise Deliver Deliver Stabilise & Review

 Finalise
 Install Sandbox
 Contracts &
 and Grant Access
Deflection and self service

 Obtain Licences
 Requirements
 MVP/solution defined
 Prioritisation
 Salesforce Deployment

 Tier 1 Communities design and build
 Go-Live

 Mobilise Team Tier 1 Marketing cloud design and build
 Tier 2
 Solution Knowledge
 Transfer
 playback
 Training

 SIT UAT Rollout
 Branding sign-off for go-live
 Update website & User
 Branding Guidelines, Materials & Comms provided Branding review and approval
 communications

 Legend Milestone Activity Key Dates PwC Activity Client Activity Example Tier 1 timeline - this will vary depending upon chosen solutions and drop in point (e.g. existing salesforce user)
Operate
 Surge Support

 Scale back &
 Mobilise Team Surge Support
 normalise

 Technology Set Up & Go Live Virtual Huddles & Coaching Data Insights & Coaching Sustain & Grow
 Connected Performance
PerformPlus

 Obtain client IT and data approvals, set up & test the Driving quality virtual huddles and optimising Implementing data-led decision making and virtual Maintaining business continuity and new ways of
 platform and configure the client teams. communication across teams coaching working.

 Launch comms and GO LIVE! Connected Performance Module 1 Connected Performance Module 2 Ongoing platform support and insights.

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PwC Delivery | Response components
Alongside your existing solution we can quickly deploy key components in a “pick-and-mix” approach, to drive a variety of outcomes
including contact deflection, customer self-service, and case handling efficiency.
 Low complexity Complex / urgent
 Component Description Solution Deflect Self-Serve
 query mgmt issue mgmt

Proactive Contact Targeted outreach across channels to prevent inbound contact Marketing Cloud O O - -
 Articles grouped by topic providing information, allowing self-
Knowledge base/FAQs service Community Cloud O O - -
 Automated responses to customer questions, guiding them to
Chatbot articles or contact channel of choice Community Cloud ️ ️ ️ -
 Webforms to capture key data from customers before
Web-to-case automatically creating cases for support agents to respond to Community Cloud - - ️ ️
Social-to-case (SMS, FB Using social media and SMS to create cases and respond to
Messenger) queries Service Cloud - - ️ ️
 Funnel customer traffic from self-service functions into a web chat
Live chat with an agent for those still requiring help Service Cloud - - ️ ️
 Assign inbound cases to the right agent with the right skills and
Intelligent case routing capacity based on the shape of the customer’s query Service Cloud - - ️ ️
 Build and integrate third party telephony systems with the
Voice (CTI) Salesforce platform Service Cloud - - - ️
 Transcribing calls from voice to text before analysis them to report
Voice analytics (ICA) on and improve communication and interactions ICA - - - O
 Sync data between Salesforce and existing platforms to give
Application integration agents the right information to serve customers Service Cloud ️ ️ ️ ️
 Fast and easy access to quality operational support at scale when
Access to operational/surge
support
 you need it. Combining technical domain knowledge with scalable Operate - - O O
 operational delivery within days

 Support wellbeing, drive ongoing connection and maintain
Manage and sustain team
performance and morale
 productivity across teams as they have to suddenly transition to Perform Plus - - O O
 remote, home and dispersed working

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 O Available as a standalone component ️ May require the implementation of other components listed

Case Study | We have done this before
 We have done this before. As a Global Salesforce Strategic Partner PwC has delivered numerous Salesforce
 implementations of this nature and our Operate team mobilise to support clients for a number of reasons every day.

 Challenge - Our client, a well known national retailer, fell into administration and urgently needed to establish a
 helpdesk to support thousands of calls from their employees.

 How we helped - PwC Operate stood up a dedicated employee support line within 48 hours of notification, making a
 team of home-based call handlers available, each with experience of dealing with sensitive and vulnerable customer
 groups.

 Prior to go-live, system navigation training was delivered remotely to our operators. Calls were routed via a hunt group
 to our team's mobiles, ensuring that each of our call handlers could fulfil their duties from home - efficiently and
 effectively - via encrypted PwC laptops and a secure link into client systems.

 Whilst remote, all team members had full visibility of wider operational performance, with Team Leaders overseeing this
 through live MI and key call queuing and AHT metrics, replicating a conventional PwC office-based solution. Daily
 virtual team huddles were established with effect from day one, with real-time communication of key messages as new
 information in relation to the administration came to light during the course of the day. Alongside this, Team Leaders
 ran their weekly performance one-to-ones as they would do in an office-based environment.

 Outcome - The team successfully managed and responded to incoming calls from distressed, long standing
 employees, explaining their rights (dependent upon individual situations), and helping each individual to understand the
 next steps of the administration process and the support available to them. End of day MI and client reporting was
 available from the outset, and our team scaled up and down as required in light of daily call volumes and complexity.

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Thank you

pwc.com

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