HGS - Advertiser Loyalty Management
-
Upload
anand-biradar -
Category
Business
-
view
1.145 -
download
3
description
Transcript of HGS - Advertiser Loyalty Management
Advertiser Loyalty Management Services for transforming YP Industry
Nov, 2010Anand Biradar I VP BD I [email protected] I +1 201.286.7741
2
Key Business Objectives …
Proactive and careful transition to new world of multi-media experience
Continuously improve First Contact Resolution
Optimize Staffing for Efficiency, Automate processes Cultivate high-touch employee engagement Continuously improve - Lean, Six Sigma, Kaizen
Up-sell and Cross-sell Strategies Bundled offering Adopt new age marketing / referral schemes
Consistently provide world-class brand experience
Advertiser Loyalty
Cost Savings
AdvertiserGrowth
Overall Objectives
3
Medium:DigitalFriends, familyPrintMobileWebsites
Touch Points:NewspaperMagazine TelevisionRadioOnline blogsOther websitesFacebook, twitter etc.,
Touch Points:SalesInduction /On boardingService and SupportEducationValue EnhancementCollectionsContract renewal
Medium:VoiceEmail, chat, direct mailDirectoryCompany website
Factors influencing the advertiser perception
Internal to company External to company
4
Contract Renewal
Collections
Bundled offeringValue enhancement
AdvertiserEducation
Service / Billing / Claims
Advertiser Induction
Sales Process
Roadmap - Controllable touch points with Advertisers
IVR/VRU - Automation
Analytics – Loyalty, speech and social media
Fulfillment
5
Transforming service to CARE
Know your Advertiser Deliver the experienceReach out to your Advertiser
Address channel proliferation – Print/Digital/Social Media etc.,
Create on ongoing two-way dialogue (direct & indirect)
Continuously monitor key drivers of advertiser relationship
Understand changing needs and behaviors
Stay close to valued advertisers
Improvise on ways to measure loyalty
Invest in Loyalty Analytics
Invest in Social Media Management
Empower front line to build trust-based relationships
Incorporate aspects of advertiser business in training
Coach and develop the front line to use benefits and brand reinforcing statements
Up-sell and cross-sell through advertiser education to add value
Design process flow for seamless communication among all partners impacting service
6
Technology for Advertiser Touch Point Solutions Advanced Speech Recognition IVR
Conversational and directed speech Advertiser centric self serviceFully integrated into customer databases for dynamic solutions
Nielsen BuzzMetricsIndustry-best tool for social media monitoring analysisDelivers end-to-end social media management solutionsMonitors more than 100 million online sitesProvides trends and analysis on influence, frequency and tone
Speech Analytics – Impact 360Automatically surface changes in advertiser behaviorUnderstanding drivers of cost and advertiser satisfactionAutomatically bucket emotional advertiser interactions
Email and web-chat systems Fully integrated with Client website for a seamless online presenceWeb chat applications to initiate chats with business advertisers on specific sites
Company Overview
8
Frontline representatives are the ambassadors of brand and their attitude, belief and actions affect customer loyalty
Frontline representatives are the ambassadors of brand and their attitude, belief and actions affect customer loyalty
We believe…
Each interaction with an advertiser is an opportunity to deliver smile and develop lifetime loyalty.
Keeping current with the latest technology and cutting-edge processes positively impacts effectiveness and efficiency of operations
9
About HGS
Global provider of seamless Relationship Management services
37 years of experience in managing customer emotions
$200 million in revenue
110 clients, 30 centers
16,500 employees, 6 countries
USAPeoria, IL
Waterloo, IAEl Paso, TX
St. Louis, MOWarrenville, IL
CanadaMontreal
PhilippinesManila Iloilo
India MauritiusCyber City(BCP Site)
U.K.LondonScotland
Major cities
10
HIPAA – Health Insurance
ISO 27001ISO 9001:2000
Six Sigma Process Improvement
PCI DSS v1.2 compliant
Quality
11
Industry Recognition
One of the Top ITES Companies in India
Winner Of Most Innovative BPO 2008 Philippines
Top 15 ITESBPO exporters FY
07/08
Top 10 Employers Employee Satisfaction/ HR Practices - 2008
One of the 200 “Best
under a Billion” Forbes Asia - 2005
Gold Medalist Competency
Development - 2008
Top 2 Call Centre Companies
globally - 2008
Gold Medalist Lean Six Sigma -
2008
Best Employer Brand Award (BPO) 2009
Best Employer Brand Award (BPO) 2009 Deloitte Fast50 –
Ranked # 30 - 2009
Deloitte Fast50 – Ranked # 30 - 2009
12
HGS Client Satisfaction Survey Results - 2010
Response Rate HGS Industry Average
Response % (Polled – 459) 69.7% 50-55%
Customer Experience Index HGS Industry Average
Scale of -100 to +100 +45.6 +40 to 45
Overall Satisfaction Score HGS Industry Average
(scale 1-7, 7 being the best) 5.9 4.8-5.5
Key Outcome Measures
HGS - US Operations
HGS - Worldwide Operations
Industry Standard
Satisfaction 6.01 5.86 5.60Loyalty 6.04 6.04 5.70Advocacy 6.15 6.00 5.70Value for money 5.62 5.43 5.10
13
Your Customers. Our Priority.Global Solutions Delivered.
Anand Biradar I VP BD I [email protected] I +1 201.286.7741