ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing
-
Upload
thefocusgroup -
Category
Business
-
view
92 -
download
0
description
Transcript of ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing
![Page 1: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/1.jpg)
PRESENTED BY: Joanna Macleod
AMERICAN EXPRESS BUSINESS TRAVEL
Adapting to a changing environment – our journey so far
ECEW 14-15th May 2103
![Page 2: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/2.jpg)
AXP Public
AGENDA
• The way we live is continually changing
• The customer service industry has evolved to meet the service demands of our customers
• Virtual networks are now a proven model with American Express transitioning more of its front line travel consultants to a home based network
• Internal and client resistance to the evolving model are focused around four themes
14th May 2013 2
![Page 3: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/3.jpg)
AXP Public
THE WAY WE LIVE IS CONSTANTLY CHANGING
COMPUTING: CONNECTIVITY:
THEN…(Classrooms / Lectures / Reading
Materials)
NOW…(Tablets / Smartphones)
THEN…(Dedicated Camera / Manually Transfer Digital Files / Develop
Films
NOW…(Instagram / Always With You Camera (Smartphone) / Instant Digital Effects /
Share / Sync / Discover)
THEN… NOW…
NOW…(Codecademy / Coursera / Interactive
/ Online / Accessible by Anyone Anywhere Anytime)
PHOTOGRAPHY:
THEN…(Desktops / Notebooks
NOW…(Tablets / Smartphones)
EDUCATION:
14th May 2013 3
![Page 4: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/4.jpg)
AXP Public
GLOBALISATION AND 24/7 DEMAND HAS CHANGED HOW WE SERVICE OUR CUSTOMERS
14th May 2013 4
ConsolidationStandardisation and
centralisation to large centers
Home Based Servicing
Virtualisation model becomes proven and
starts growing exponentially
We need to be more flexible with a global network of skilled customer facing professionals
Adaptive Global NetworkLeveraging Home Base
Servicing, offshoring and local service centers
2000
LocalisedDisparate, non-standardised-
servicing
RealignmentResponding to cost
pressures and demands from customers for
increased quality of service
Offshoring and multi-lingual regional hubs
Leveraging labour arbitrage and achieving
economies of scale
2015
![Page 5: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/5.jpg)
AXP Public
THE TREND FOR CUSTOMER CONTACT EMPLOYEES TO MOVE HOME IS PROVEN
14th May 2013 5
As the US heads towards 63MM home workers by 2016, continued advances in technology and process innovation present additional opportunities globally
20% of current customer contact employees are home based with plans to double that amount by 2014
Participants saw increased results in:• Employee Attendance 74%• Employee Retention 64%• Productivity 58%• Seasonal Staffing 45%• Intraday Staffing 38%
2013 AHCC Benchmarking
0-20 21-40 41+0%
20%
40%
60%
80%% of Customer Contact Team at Home
2013 2014
Connectivity• High speed broadband
Staffing• Desire for flexible shifts
New Hire Effectiveness• Improved Virtual training capabilities
Engagement• Social platforms
Enablers
AHCC = At Home Customer Contacts, AHCC_Benchmarking_Survey_Results2016 increase, Gartner, Hype Cycle for Cloud Computing, August 2012
![Page 6: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/6.jpg)
AXP Public
OUR HOME BASED SERVICING FOOTPRINT NOW EXTENDS ACROSS 13 COUNTRIES
14th May 2013 6
Home Based Servicing Agents as a % of total agents
Potential remains for expansion in both existing and new markets
Global
Singapore
Switzerland
Argentina
Mexico
France
United Kingdom
Netherlands
Belgium
Nordics
Canada
Australia
United States
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%
45.4%
3.5%
7.1%
13.8%
21.0%
23.3%
23.5%
24.8%
24.9%
25.3%
56.9%
65.8%
77.8%
2013 Exit 2014 Exit
![Page 7: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/7.jpg)
AXP Public
THE BUSINESS CASE IS STRONG...
14th May 2013 7
Better Services & Solutions
Employee Financial
Client
Engagement & Loyalty Expense Reduction
• Fixed Cost reductions - real estate & related
• Flexible Cost Model
• Work-Life balance
• Work place happiness
• Platform Flexibility
• Crisis Management
• Retain/Attract Best Talent
![Page 8: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/8.jpg)
AXP Public
Q2 2012 Q3 2012 Q4 2012 Q1 2013
Non-Virtual Virtual
2.3 ppt
...and their experience when calling out of hours
GREATER FLEXIBILITY IS CLEARLY BENEFITING OUR CLIENTS
14th May 2013 8
Feb Mar Apr
May Ju
n Jul
Aug Sep OctNov Dec
Jan1
3
Feb13
Mar
13
Trend in Customer Satisfaction
HBS migration
After Hours ServicingCore Servicing
0.7 ppt 1.4 ppt 2.6 ppt
With increases in customer satisfaction during their travel booking experience…
![Page 9: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/9.jpg)
AXP Public
WHAT ARE THE KEY CONCERNS?
1. Can’t control the home environment from a security perspective
2. People won’t work as hard at home
3. Cultural connection weakens at home
4. Service level slides because people are distracted
14th May 2013 9
![Page 10: ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing](https://reader037.fdocuments.us/reader037/viewer/2022110303/54c185334a7959786d8b458e/html5/thumbnails/10.jpg)
AXP Public
QUESTIONS?
14th May 2013 10
Joanna Macleod, GM/VP EMEA Service Delivery