© 2011 CallMiner, Inc. CallMiner, CallMiner Eureka! and TopicMiner are registered trademarks of CallMiner, Inc. Proprietary and Confidential.

OBTAINING TRANSPARENCY IN YOUR OUTSOURCED OPERATIONS

Jeff Gallino

Chief Technology Officer

8th September 2011

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AGENDA Challenges in Outsourcing

Eureka Analytics Solution

In-Network Solution

Real-world Business Case

Questions

We will be sending you a copy of the In-Network Analytics whitepaper after this webinar.

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EMERGING IMPERATIVES

“Outsourcing can be more than a tool for cutting costs. Increasingly, it is a means of

acquiring new capabilities and bringing about strategic and

structural change.”

Jane C Liner, Transformational Outsourcing

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QUALITY IN OUTSOURCED OPERATIONS Stakeholders have diverse interests of common events

Outsource Programs Executive

Contact Center Executive

Chief Risk & Compliance Officer

Outsourcer Services Executive

Customer Care

CFO

Direct Sales

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As a Chief Financial Officer, here are my challenges –

The ongoing infrastructure costs and lead-time to make changes is a standout. Do we have to accept these costs as fixed? Some of my outsource agreements have variable cost factors that are challenging to control. I do not have trusted data to back-up some of the charges and fees , and even less to forecast them. We have some executive resistance to expanding our BPO.

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As a Risk and Compliance Officer, here are my challenges –

Our BPO contracts do not absolve us from bad practices and operational risk. If our reputation is damaged by the bad practices of a supplier, it is our reputation that is damaged, and our company that is defending civil actions. Fraud detection becomes an increasing problem the less visibility and opportunity to audit that we have.

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As an Outsourcing Governance Officer, here are my challenges –

When we outsource agent/CSR activity – we give up direct control of agent performance. Relying on metrics from suppliers is like the ‘fox in the henhouse.’ Costly third party audits do not provide acceptable relief. We need to more insights to contract negotiation, both in costs, service levels, and best practices.

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As a Customer Experience executive, here are my challenges –

Outsourced staff who interact with my customers create an impression and affect my customer behaviors. It is expensive to integrate BI across so many sources and insight from transactional systems alone has more tactical value. I have concerns about the quality of metrics from BPO suppliers and audit consultants.

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EUREKA: WHAT IT DOES

Converts customer interactions into searchable, measureable and reportable data to drive performance improvements

Capture

customer interactions

Analyze

language + sentiment

Discover

trends + issues

Prepare

unified data

Enable

operationalize + improve

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EUREKA: HOW IT WORKS

Blog/Forum

SMS

Chat

Phone

Social

Email

Corporate/customer conversations and

metadata Categorization Acoustics

Words

Scores

agent/agent group, call date/time, location, department, customer ID,

direction, etc.

silence, agitation, conversation length, tempo, Emoticons,

capitals, etc..

reasons, behaviors, products, competitors, procedures, outcomes

customer satisfaction, agent quality, script adherence, network

reliability, sales performance, etc.

“Thank you for calling ABC

Bank…”, every word, not just

keywords

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SCORES FROM 100% OF CONTACTS Indexes are configurable to match your targeted result areas

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MATCH TO YOUR KPI / SLA TARGETS Analysts can create indexing for risk, customer experience, quality, and any performance criteria

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ANALYZES PERFORMANCE Outsourcer performance problem areas are clear, unbiased, unfiltered

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ANALYZES COMPLIANCE Compliance and Risk Indicators are viewable in summary and underlying detail

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REFINE GRANULARITY Transparent focus to performance issues with Eureka’s 100% scoring

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DELIVERS ACTIONABLE SCORECARDS Review underlying contributors for any score

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DRILL-IN TO PRIMARY CONTACT DATA Quickly retrieve low scoring contacts (calls, chats, etc.)…..

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IDENTIFIES COACHABLE MOMENTS …and navigate to specific events, playback calls & review transcripts

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RECORD NOTES AND AREAS FOR ACTION Add comments to review during SLA discussions or internal Agent/CRS coaching

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PROVIDES INSTANT INSIGHTS Executives can get a quick snapshot of targeted indictors

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TYPICAL CONTACT CENTER

Caller

IVR ACD

Contact Center

Agent

Audio-Text Repository

Redactor Recorder

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IN-NETWORK RECORDING

Caller

IVR ACD

Contact Center

Agent Audio-Text Repository

Redactor

Interceptor

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SaaS Computing Cloud

IN-NETWORK ANALYTICS

Caller

IVR ACD

Interceptor

Contact Center

Agent

Audio-Text Repository

Redactor

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IN-NETWORK BUSINESS CASE We will help you realistically clarify costs and benefits …

Value from In-Network Analytics No vendor proprietary APIs ($125k - $500k recent quotes; $400-$1.25mm.) Integration and upgrades over useful life ($10k x 2 x10 = 200K) Ability to complete, add/change/delete Challenges of complex decisions and large group work efforts

Value from In-Network Recording (Interceptor)

Low-cost and flexible storage (efficiencies 50% or more; $300 x 10 = $3mm) Access to highest industry security Highest Quality Audio (speaker separated) Near zero recording latency

Example of lossy compression

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EUREKA EXPERIENCE

I now have leverage over BOTH internal and outsourced compliance behaviors with fully automated metrics and event escalation.

The Board Risk Committee is more than satisfied.

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Transparency to every contact with our customers. Fully automated customer experience metrics from any organization and location.

I am fully armed for contract renewal discussions. I have new and clear actions for vendor performance. .

Risk & Compliance

Customer Experience

Outsourcing Programs

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EUREKA COST EXPERIENCE

The costs that I bear are now fully under my control. I have eliminated hundreds of thousands of infrastructure costs I find a new sense of openness about new BPO initiatives.

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Chief Financial Officer

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EUREKA SERVICE EXPERIENCE

My customer is all smiles. My P&L has never been stronger. My SLA results have never been better. We have a true partnership. I have a BIG advantage competing for new business.

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Outsourcer Account Executive

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PATHS TO SUCCESS

Pilot Deep-dive demo Your data Joint evaluation Internal proposal /

ROI Opt-in decision

90-day commitment SaaS hosted Eureka services team Client core team Live for operations Time-boxed / agile Joint evaluation Key results report Executive briefing Opt-in decision

License/Delivery Options Hosted SaaS Premise perpetual license +

maintenance

Optional Products/Services Managed Analytics Service/BPO Eureka Interceptor

(in-network recording)

Opt-in

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Contact our Inside Sales Director (239) 689-6463, ext. 2 sales@callminer.com

Thanks for your time