Transcript The Leader in Integrated Customer Care

The Leader
in Integrated
Customer Care
Who is PRC?
PRC has Over 20 Years of
Customer Care Experience…
1982
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1999
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2001
PRC is founded as a full-service fulfillment center
PRC expands into database management
PRC opens its first teleservices center
PRC enters the eCare arena, introducing tools
including Click-to-Chat, Click-to-Talk, and
SmartMail
PRC merges with USA Networks, Inc.
PRC begins acquisition strategy
PRC embarks on international expansion strategy
(India, Philippines)
Ranked by Information Week as #26 on
“Innovation 100”
Ranked No. 2 among all inbound teleservices
agencies by Customer Inter@ction Solutions
magazine
What We Do
USA Networks, Inc. Merger with PRC
A $4 billion company focused on the convergence of
entertainment, information and direct selling
 Aligned across 2 groups: USA’s Entertainment Group
and USA’s Interactive Group
Entertainment Group
Interactive Group
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Travel Group
USA: Massive
Transactional Infrastructure
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Retail value of transactions (annually)
$ 8 billion
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Inbound phone minutes (annually)
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Orders processed (annually)
75 million
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Credit card transactions (annually)
60 million
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Items shipped (annually)
40 million
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Customer service centers
34
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Fulfillment centers square feet:
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Customer database
1 billion
2.5 million
30 million
This Merger Expands Our Presence…
Ticketmaster
Home Shopping Network
With an additional 14 locations around the world!
PRC
PRC Worldwide
Ticketmaster
PRC
Who is PRC?
Acquisition Strategy
Through our acquisition growth
strategy, PRC has developed a
scope of services that is
unparalleled in the customer care industry
Acquisitions to date include:
– Access Direct
– Hancock Information Group
– Avaltus
Who is PRC?
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Business-to-consumer outbound services
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A top player in proactive (outbound)
customer sales and service
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Offers a complete suite of e-mail, Web and
interactive Web/voice products
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Clients include AOL, Time-Life and Providian
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Employs over 1,200 employees in 6
contact centers
Acquisition Strategy
Who is PRC?
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Business-to-business outbound services
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Offers expertise in high-tech and financial
appointment setting and lead generation
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Clients include top 50 hardware and software
clients such as Hewlett Packard, Microsoft,
Compaq, Sun Microsystems and Dell
Acquisition Strategy
Who is PRC?
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Learning Content Management Systems
– Converts legacy training into interactive
and reusable learning content
Professional content design and
management
Proprietary technology
The result…
 Faster training implementation
 More thorough training
Acquisition Strategy
Who is PRC?
PRC India…
Motif, Inc.
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Offers e-mail management,
chat, tech support, and backoffice processing
Two state-of-the-art centers with dedicated
international leased lines
Highly educated workforce who follow stringen
quality standards
Cost effective
Innovative training
Led by former Intel Corp. & Sun Microsystems
Inc. Executives
PRC Philippines
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Two unique locations in Philippines
to serve U.S., European and
Asian markets
State-of-the-art technology
Highly educated, trained and
multilingual workforce
Cost savings
Scalability
Voice & e-mail
Who is PRC?
PRC is a Technology Leader
Ranked by “Information Week” as #26 on
“Innovation 100” from eBiz 100
 Winner of Oracle “Real World Award”
 Technology partners include AT&T, Oracle,
Sun, Microsoft, 3 Com, Cisco, Lucent,
Kana, Silknet, Ask Jeeves, New Channel
and Genesys
 Universal connectivity across multiple
legacy systems
 Nearly 1000 IT professionals dedicated
externally
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Who is PRC?
What We Do
PRC acts as
the seamless
link between
you and your
customers.
Who is PRC?
Our Specialty is CRM
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Who is PRC?
Integrates all communication channels
into one contact point
Provides secure and scaleable databases
Provides a “personal touch” to each
customer contact
Fuels customer intelligence
Delivers consistent and exemplary service
PRC CRM offers lower investment costs
and economies of scale
Concept: CRM
Supported by a robust
data warehousing solution
Who is PRC?
Customer Relationship
Management
Who is PRC?
Clients
Teleservices
Inbound and outbound teleservices
scalable to fit any program
– Order Processing
– Technical Help Desk
– Customer Acquisition and Retention
– Customer Care
– Interactive and Universal Agent
– IVR and Speech Recognition
CRM
Data Services
Use valuable customer
information to your advantage
– Information Management
– Data Mining
– Add 1 or 2 services from Chris
Kinzel
– Data Warehousing
CRM
Fulfillment
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Reliable, flexible and fast
– Personalized Communications
– Direct Mail Processing
– Warehousing
– Lettershop Services
add 1 or 2 lines from sales kit
CRM
eCare
PRC’s eCare services manage all
phases of e-commerce customer care
– PRC Click-to-Chat and Click-to-Talk
– PRC SmartMail
– PRC NETPRO
– Web Reporting
– PRC Internet Fulfillment
CRM
PRC Click-to-Chat
and PRC Click-to-Talk
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Instant responses to
customer inquiries help
maximize sales
opportunities
One-on-one
conversations, feedback
and analysis builds longlasting, profitable
customer relationships
Gain advantage over
slower-responding
competitors
eCare
PRC SmartMail
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Support quick and timely
responses to e-mail and
fax messaging from
customers
Handle greater
communication volumes
at lower costs
Measure campaign
effectiveness quickly and
easily
Improve customer
retention and satisfaction
eCare
PRC NETPRO
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Proactively help customers
easily purchase products online and have orders fulfilled
Offer voice or chat capabilities
to assist on-line shopping
sessions with customers
Improve customer service to
frustrated customers
Create opportunities to up-sell
Develop additional revenue
streams
eCare
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What We Do
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The PRC Way
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What We Do
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The PRC Way
Commercial Customer Service Business
Relationship est.: 1996
Services: Inbound and outbound teleservices, eCare,
data services and fulfillment
Highlight: Rapid implementation (8 weeks)
Growth of the Relationship:
– 80,000 calls per month
– Requests for service activation, escalations,
collateral fulfillment
– 7,300 commercial contracts per month
Logos
Relationship est.: 1993
Services: Inbound and outbound teleservices, eCare,
data services
Highlights: Extensive tracking and reporting,
production of various applications in partnership
with AT&T
Growth of the Relationship:
– Over 600 agents on AT&T accounts
– Eight dynamic accounts
– Accounts for 15% of AT&T’s corporate business
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Membership Rewards
Relationship est.: 1998
Services: Inbound and outbound teleservices, eCare,
data services
Highlights: Multilingual, Robust Security
requirements, Member Rewards members make up
66% of all American Express spending
Growth of the Relationship:
– Expanded to over 300 agents
– PRC handles six divisions of Membership
Rewards
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Executive Club
Relationship est.: 1992
Services: Inbound teleservices, eCare, data services
Highlights: Multilingual, CRM, Batch data entry
Growth of the Relationship:
– Internet e-mail and faxed correspondence
– Expanded to business corporate travel program
for Latin America
– Batch data entry 80,000 calls per month
 #1 Executive Club service center for three
consecutive years
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Testimonial
Click Image to Play
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Telecommunications Relay Service
Relationship est.: 1997
Services: Inbound teleservices with TRS capabilities,
data services
Highlights: TRS service, multilingual
Growth of the Relationship:
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Addition of service to Florida’s TRS community
225 seats
24/7 service
Service to 28 states
Base staff of over 600
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Relationship est.: 1999
Services: Inbound teleservices, eCare,
data services
Highlights: eCare, construction of 350 seat center,
e-mail responses at Indian center
Growth of the Relationship:
– Expansion into PRC’s Indian center for e-mail
responses
– Contract renewal through 2003
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The PRC Way….
Recruiting
and Hiring
Training
Technology
Management
Measurement
and Reporting
Quality Assurance
What We Do
End
Recruiting and Hiring
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Goal:
– Recruit 300 agents and supervisors
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Challenges:
– 8 week timeframe
– Specific skill sets
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Actions:
– Raised awareness and caused a buzz
– Drew from “Centers of Influence” in the local
community
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Results:
– Completed hiring before the deadline
Recruiting and Hiring
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Jointly developed unique agent profiling
Recruitment offices at each center
Multiple interview process
Skill-based testing performed on-line
Only 1 in 7 applicants hired
The PRC Way
Training
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Goal:
– 5 week training program
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Challenges:
– 3 week lead time
– Creation of training materials and curriculum
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Results:
– 200 agents have completed training
– Client plans to grow relationship
Training
Experiential based training
 Design, development, and delivery of
course curriculum
 Customized certification
 PRCUniversity
 Customer care education
 Leadership/management development
 Team building and more
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The PRC Way
Management
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Goal:
– Offer the very best service to British Airways’
Executive Club members (British Airways’ most
valued customers)
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Challenges:
– Service required in English, Spanish & Portuguese
– Work with top level executives
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Actions:
– Manage and operate the British Airways’
Executive Club Service Center
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Results:
– PRC has been rated the #1 service center among
British Airways’ 14 service centers worldwide for
three years in a row.
Management
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Diverse depth of experience
Fully dedicated environment
“General Manager” structure
Proactive engagement
Rapid and disciplined deployment
The PRC Way
Quality Assurance
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Goal:
– Improve QA scores by 9%
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Challenges:
– Improve One and Done measurement and
overall QA scores
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Actions:
– Enhanced initial training focusing on sales skills
using PRCU Sales Training
– Clarified a nesting process including step sales
goals for agents
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Results:
– QA scores rose 14%
– One and Done scores rose 27.7%
Quality Assurance
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Dedicated
Reporting and training alignment
Performance-based monitoring
Remote shadow monitoring
Calibration sessions
The PRC Way
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Goal:
Measurement
and Reporting
– Develop automated tracking system for customer
orders
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Challenges:
– With over 36,000 subscribers in the DIRECTV
Commercial Program manual logging of services was
no longer practical
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Actions:
– Developed “Direct Solutions”
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Results:
– Develop an application to track:
• Customer paperwork
• Orders for programming
• Equipment requests
Measurement
and Reporting
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Customized detailed transaction dispositioning
Web reporting
Standard ACD and dialer reports
Ad hoc reporting
Single view across all contact channels
The PRC Way
Technology
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Goal:
– Reduce handle time
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Challenges:
– Mainframe based application
– 12+ transactions
– Duplicated changes necessary in multiple systems
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Actions:
– Development of Windows based application to
front end mainframe
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Results:
– Increased number of completed accounts by 75%
– Reduced handle time by 350 hours per month
Technology
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Host-to-Host Connectivity
Systems Integration
Application Enhancement
Sun Enterprise server environment
Oracle relational database
management system
Lucent G3vR switching system
Advanced development tools including:
– Developer/Designer 2000, JAVA,
ASP, Visual Basic
– Intel Pentium 500MHz 64mb
– Customized continuity plan
The PRC Way
PRC’s Value Proposition...
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Don’t trust your customers to
just anybody…
A new sale is 5 times more costly than
a sale to an existing customer
Investing in existing customers to
provide increased satisfaction has a
direct impact on customer loyalty and
on the bottom line
...put PRC’s 20 years of customer care
experience to work for you.
The PRC Way