Click to edit Master title style mplsystems Complete “Cloud” Technology division Based Contact Of Message Pad… Centre solutions Est. 1994 @ Contact Centre Intelligent Desktop Mobile Field Service Technology Technology Resilient Cloud Solution with Agents on Demand With over 50 Systems deployed UK Deployments In 30 Countries www.mplsystems.co.uk
Click to edit Master title style The Ideal Agent Desktop! Resolve all requests in a single user interface Easy access to all my customer’s data from across the organisation Real time updates Automatically identify customers Help the agent help the customer Action requests from one place an interface designed to help me talk to the customer in my Language NOT a traditional CRM solution www.mplsystems.co.uk
Impact of the Desktop on Experience Click to edit Master title style Response Time First Call Resolution Call backs ‘Speed of Query Resolution’ ranked above all factors in determining customer service experience : (Survey CallCentres.net 2011 ) Speed (86%) and Agent Knowledge (73%) are the top improvements expected in phone service in next 5 years (CCA Consumer Research 2012 in association with KCOM) www.mplsystems.co.uk
The Dynamic Desktop Click to edit Master title style A dynamic desktop is a ‘Mash - up’ User Interface seamlessly integrating data and actions from multiple systems ‘Clear, single view of customers’ and ‘more skilled/ knowledgeable workers’ will be in top 3 changes for business organsiations (CCA Business Survey May 2011, in association with KCOM) www.mplsystems.co.uk
Click to edit Master title style “Real” Examples Babcock… Balfour Beatty… Ford Retail Online… www.mplsystems.co.uk
Ford Retail Online: Online Sales Click to edit Master title style Challenge UI to manage inbound call, emails, web enquiries and lead management Provide a single view of customer and unify with lead data Dealing with email and social media alongside calls Monitoring calling quality and campaign performance The Results “the introduction of this new system has increased the efficiency of our agents by 25%.” “It has also had a massive impact on response time, we deal with calls web enquiries and emails within seconds and this can be the difference between a sale or a loss” Lee Basham Contact Centre Manager www.mplsystems.co.uk
Babcock International: Targeting Sales Click to edit Master title style Challenge Create a User Interface to consolidate lead data from multiple sources Align data with constantly changing vertical and geographical targets Optimise calling schedule and deliver appropriate lead data Provide real time performance data and MI Benefits “ We wanted a system which could adapt to what we needed as opposed to us adapting to what the system provides.” “ As a result of the new solution, our success rate has increased by 30-40% due to the automation which enables our agents to spend more time with our customers.” Simon Barber, Operations Manager www.mplsystems.co.uk
Click to edit Master title style Demo - How does it work Desktop Editor – End-User configuration and modification iAnalyse – Custom Real-time reports www.mplsystems.co.uk
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