Spot Overview November 2011

Copyright © 2011 SPOT Consulting LLC 1

Overview of SPOT Consul2ng LLC November 2011

SPOT Consulting LLC - Vision & Mission

•  Vision –  Improve the opera7ng effec7veness of clients by providing the best technology solu7ons and management prac7ces available

•  Mission –  Provide outstanding consul7ng advice –  Op7mize revenue genera7ng opera7ons and cost reduc7ons to hit financial and opera7onal objec7ves

–  Stay current with advanced technologies in service opera7ons

–  U7lize leading edge procurement prac7ces for clients who wish to outsource service opera7ons

2 Copyright © 2011 SPOT Consulting LLC

Corporate Overview

•  Business performance consul7ng

•  Focus is contact center op7miza7on

•  Blend exper7se in opera7ons, finance, and technology to –  Increase sales and margins

–  Improve First Call Resolu7on

–  Drive higher customer sa7sfac7on

–  Lower transac7on costs

•  Headquartered in Aus7n, TX

•  Privately-‐held


Core Capabilities

•  Market Intelligence –  Primary & secondary research on contact center issues –  Used as the basis for opera7onal improvement ini7a7ves

•  Chat and Social Media Op7miza7on –  Based on extensive Market Intelligence studies, we improved PC OEM’s chat channel sales results by over 27%

•  Cer7fica7on Services –  SPOT Performance Management Model Tiers 1, 2, 3

•  Vested Outsourcing –  Cer7fied Deal Architect –  Contact center SME for University of Tennessee

4 4 Copyright © 2011 SPOT Consulting LLC

We transform our client’s business performance

The Problems We Solve

•  Organiza7ons need customer service strategies that: –  Improve customer sa7sfac7on, while reducing customer effort

–  Lower cost of service via: •  Improving opera7ons •  Outsourcing •  Implemen7ng mul7-‐channel approach

–  Meet or exceed targeted revenue and/or margin goals –  Leverage key technologies

• WFM •  Training •  Emerging channels


Our People

•  Experienced experts –  Extensive experience in North America, Japan, La7n America, Europe, Asia, Australia, and emerging markets

–  Know the contact center industry •  Opera7ng / op7mizing cap7ve and/or outsourced centers •  Know the key providers and issues in each market

–  Capabili7es –  Pricing –  Opera7onal challenges

–  Can move quickly to implement real change in the field –  Help you organize and manage change ini7a7ves


Our Partners

•  We partner with providers who offer leading edge solu7ons for your issues.


International Experience

•  SPOT staff have worked with centers in –  North America

•  US, Canada, Mexico –  La7n America

•  Argen7na, Brazil, Costa Rica, Dominican Republic, El Salvador, Mexico, Panama

–  Europe •  Bulgaria, Germany, Holland, France, Sweden, UK

–  Middle East •  Egypt, Jordan, Kuwait

–  Asia •  China, Indonesia, Malaysia, Philippines, Singapore, Vietnam

–  Australia –  India –  Sri Lanka


Client Experience


Over 80% of our clients are Fortune 100 organizations See www.spotconsulting.biz for most current listing

The Challenge


Majority of executives think their contact centers cost too much and deliver too little

•  Contact centers are caught between opposing pressures –  Requirement to increase sales –  Rising customer service expecta7ons –  Opera7onal need to drive down costs

•  No common set of opera7ng measurements –  Revenue per call? –  Cost per call? –  Cost per seat?

•  Performance and data metrics from opera7ons and IT seldom align

Third party outsourcing only makes it worse

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Our Solution


We enable you to deliver sustainable, cost effective customer satisfaction

•  Contact center performance op7miza7on –  Increased conversion / sales rates –  Higher first call resolu7on –  Improved customer sa7sfac7on –  Lower opera7ng costs

•  Complete vendor management solu7ons

•  Sourcing analysis and implementa7on management

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Typical Client Success Story


The Challenge Results with SPOT

Ø  Needed to increase close rate in chat Ø  Lacked information on best practices for chat Ø  Did not have the right metrics for chat Ø  Customer experience erratic Ø  Agents not reflecting brand’s desired image

ü Close rate up 10.7% points ü Revenue per sales up 24.7% ü Margin per sale up 38.3% ü Customer satisfaction up 5.1% points ü Much closer reflection of brand image through

better communication styles

“SPOT’s consulting help added millions to our profits – it was a huge success!” Director, Consumer Sales, PC OEM

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The Challenge: Results with SPOT:

Ø  Poor sales performance Ø  High call per incident rate Ø  Low customer satisfaction scores Ø  Managers had no metrics to improve results Ø  Additional staffing costs to meet peak demand

ü  10% sales increase ü  62% improvement in information accuracy ü  60% reduction in staffing requirements ü  12% of costs in additional cost savings ü  “Top” customer satisfaction scores

“We could not have asked for a better performance improvement partner.”

VP Strategy and Business Development

One of America’s Largest Electronic Retailers

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The Challenge Results with SPOT

Ø  Excessive customer churn Ø  No accurate CSAT metrics or measurements Ø  High inconsistencies in service delivery Ø  Extremely low call issue resolution rates Ø  Operational gaps across global centers

ü Call volume reduced by 12 million calls in 2008 ü  $53.3 million savings from improved IR ü  28% improvement in CSAT in 12 months ü  13.6% year over year improvement in FCR ü New process implemented globally

“The 12 month improvement in contact center performance saved us $53M!”

VP Operations, Leading U.S. Telecommunications Provider

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THANK YOU

For addi7onal informa7on, email [email protected] or phone (+1) 512-‐551-‐2342


Spot Overview November 2011

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