 |
||||||||||||||||||||||||||||||||||||||||||||||||||||||
|
||||||||||||||||||||||||||||||||||||||||||||||||||||||
In this issue: |
||||||||||||||||||||||||||||||||||||||||||||||||||||||
A letter from the executive officeWelcome to the new Impact. Each month Bell explores a significant business issue that affects you.
Impact has been focused on how network-delivered applications and information are changing the way we work, do business and communicate. Now, each issue of Impact will explore a specific business issue affecting today’s enterprise. This month, Bell takes a look at contact centres, the pending implementation of a national Do Not Call registry, and what that means to you. Upcoming issues will include:
Introducing new content and mediaBeginning this month, we will be delivering fresh new content using a variety of media – including webinars, podcasts, and other new vehicles. Starting this month you can listen to our new Bell Business Podcast, with the first two episodes featuring Do Not Call, (listen to podcasts). Each issue will also feature new tools and resources to help you plan your projects. Download our Do Not Call needs assessment to see an example. As always, we want to hear your thoughts. Let us know what you think of these changes. If you have any comments, questions or suggestions on what you would like to see or how you would like to see it, please contact us. We look forward to your feedback! Regards, Matt Hurley Vice-President, Enterprise ... Do Not Call feature
What is Do Not Call?Under the Do Not Call framework, consumers wishing to avoid unsolicited calls can add their wireline, wireless, and fax numbers, free of charge, to the National Do Not Call List using the Internet or by calling a toll-free number. Telemarketers will need to refrain from contacting these numbers within a grace period of only 31 days for new registrations. Registrations will then remain active for a period of three years, after which time the onus lies on consumers to re-register. Who is exempt?Certain exceptions to the legislation exist. These will need to be closely examined by all affected organizations in order to respect the legislation. These exceptions include:
For a more detailed look at exemptions, download a Do Not Call exemption criteria checklist by clicking here. How will it be enforced?Once the National Do Not Call List is in place, businesses have 31 days to comply or risk facing severe financial penalties – up to $15,000 per violation. Do Not Call: 10 points to rememberThe Do Not Call rules require businesses to:
How Bell can helpThe business challenges that Do Not Call introduces go well beyond list management. The increased administration needed to handle the new rules is coupled with the complexity of managing and monitoring compliance on an enterprise-wide basis. As well, the pool of potential customers will likely shrink dramatically as consumers sign onto the list. Experts from Bell can help clients prepare for the National Do Not Call List. Once your organization defines your internal policies and strategy, Bell can help you define the approach for handling consumer information by conducting privacy impact assessments. Then we make sure proper contact centre processes and procedures are put in place – while also helping you select the right supporting tools, train your people, and ensure systems are established for ongoing monitoring and management. We can help you get there, with comprehensive compliance preparation and by helping you identify relevant exemptions for your organization. Bell provides four hosted solutions that are excellent tools for dealing with the new Do Not Call reality:
To learn more about how Bell can help your organization prepare for Do Not Call, visit our Do Not Call resource centre or contact your Bell representative. Do Not Call resource centre
... Making sense of analytics: next generation quality call recordingThe evolution of quality call recordingToday’s customers have come to expect more from service quality, and ignoring this can result in significant churn and loss of long-term revenue potential. In this new service environment of recapturing customer loyalty, analytics has emerged as an invaluable tool for call centres looking to strengthen their operations and improve the customer experience. With analytics, the audio of a phone call is converted into text, which is then narrowed down, so the focus is solely on the most relevant part of a customer call regardless of the call duration. That data is then analyzed for common themes and trends among a collection of calls. Why analytics?Analytics is the next generation of quality call recording – a way to get to the root cause of why customers are calling in the first place. It allows you to determine which type of customer calls you should be spending more time handling and the type of calls that can be driven to self-service – so you will be able to eliminate calls while having a direct, positive impact on the customer experience. Another huge benefit is the ability to quickly determine which agents need more training in specific areas. When you don’t have to sift through hundreds of calls to identify problems, you’ve got more time for agent coaching and training. ROIOrganizations using analytics generally see a solid return on investment within six to nine months. Analytics represent direct ROI as it relates to overall process improvement, improved customer satisfaction scores and improved employee morale. Managing Do Not CallAnalytics is set to play a key role in helping businesses deal with the impending Do Not Call registry. Faced with the possibility of a shrinking pool of customers, companies can use analytics to ensure they are optimizing the value of every customer interaction. Analytics can tell you whether or not you should be spending more time training some of your agents on certain products and helps you create an overall performance improvement model so that the time agents are spending talking to customers is being maximized. Analytics will also be a great help to organizations in complying with the Do Not Call legislation, because of the way it improves the efficiency of reporting and managing customer data. Get help analyzing analyticsBell has taken a leading role in the emerging new discipline of contact centre analytics, which focuses on evaluating and applying the information generated through analytics. The great advantage of any good analytics application is that it will pool information from a variety of sources, providing an integrated, single view of operations. The key to getting the most out of this information is using it in a way that allows you to better drive contact center performance. Our vender-agnostic consultants can help you with this, from the implementation phase on out, as well with wider applications of the information. Analytics can be used to impact marketing initiatives, R&D, compliance, risk management, collections, fraud, and back-office operations. The bottom line is that if you invest the time in implementation and use the application well, analytics can provide a comprehensive picture of what is happening on an enterprise basis, but if the information isn’t applied and communicated correctly between service, marketing, and sales, then the opportunity to maximize the value of customer interactions can be lost. To learn more about Bell services for contact centres, contact your Bell representative. ... Collaboration eventCome and see what leading edge solutions Bell has to offer at the Microsoft Unified Simplified World Tour, coming in the next month to Vancouver, Ottawa, Calgary and Toronto. Bell, a leading convergence integrator and business solutions provider, has expanded its collaboration offers with a comprehensive suite of unified communications solutions. We provide customers with a truly collaborative environment running seamlessly on Microsoft Office Communications Server 2007. By working with Microsoft on our Collaboration solutions, we give customers who are using Office Communications Server 2007 the ability to integrate voice and data with desktop applications, simplify the management of their communications infrastructure and leverage their technology investment for future IP-based innovation. The Microsoft Unified Simplified Communications launch marks the release of the next wave of their unified communications products and services to market. Bell is a Platinum sponsor of their Unified Simplified World Tour and will be participating in all of their 4 upcoming Canadian launch tour dates
For more information, or to register please visit the registration site.
|
|
|||||||||||||||||||||||||||||||||||||||||||||||||||||
.jpg)
Since launching Impact a few years ago, we have been committed to providing enterprise clients with valuable information on the latest trends in information and communications technology, as well as the solutions that Bell has to offer.
When the National 
