DIGITAL AND OPERATIONAL SOLUTIONS

TO ADDRESS
FLUCTUATING INTERACTION VOLUMES IN RETAIL
Table of Contents

1. Understanding & Solution Overview

2. Consulting
3. Digital Solution
4. Operational Solution
SOLUTION OVERVIEW: MANAGING
FLUCTUATING INTERACTION VOLUMES IN
RETAIL
RETAIL CUSTOMER INTERACTION
VOLUMES PROPORTIONATE
CHANNELS
TO FLUCTUATING SALES
INTERACTION CHANNELS
VOLUMES VARY BY CHALLENGES SOLUTION
PURCHASE CHANNEL
Consulting
- Customer Journey Maps
- Customer Centric Design Thinking
- List interaction drivers
- Assess Transformation opportunities
- Create Transformation plan

PHYSICAL • MANAGING VARIABILITY IN Digital Solution

∝
DEMAND & VOLUMES
• SERVICE LEVELS IMPACT
• POOR CSAT / NPS
REDUCE COST TO
SERVE
- Omni channel cloud solution
- Unified Desktop / RPA
- Virtual Assistant / VoiceBot,
ChatBot
- In-App Self-Help Optimization
- Social Media Mgmt. Tool
- Forecasting & Scheduling Tool
- RTM, MIS & Analytics
- Knowledge Management
- Self check-out counters for Brick
& Mortar Retail

IMPROVE
Ops Solution
- Agile global remote agents
DIGITAL CONVERSION
(Open Talent Model)
RATES - Universal Agent
- Continuous Improvement
CONSULTING

Customer Journey List interaction Customer Centric Design Thinking Transformation

Maps drivers Plan
/ Transformation opportunities

Prioritize automation based • Review journey map for friction/opportunities. • Define Operational & Digital
Process Mining
on top drivers • NVA removal & AHT reduction. Transformation Requirements
• Channel performance assessment to identify deflection & • Define expected outcomes.
CX improvement opportunities • Define Transformation process
• (Measure CES) with timelines.
DIGITAL SOLUTION

Omni channel cloud solution Improved NPS Virtual Assistant / VoiceBot & ChatBots 30% Cost Reduction
• High flexibility to scale
• Cost reduction due to deflection to VA
• Better accessibility for remote agents
• Enhanced CSAT/ NPS levels as customer’s waiting time is reduced
• Greater customer insights
• Higher revenues due to increased cross-sell and up-sell
• Improve agent productivity
Improved Service
Social Media Management Tool Improved NPS Forecasting & Scheduling Tool
Levels
• Increase reach across multiple channels • Factor historical trends, marketing events, growth rates etc. for improved
• Sentiment analysis to curb flares forecasting accuracy.

Unified Desktops / Single Sign on / RPA 10% AHT Reduction RTM, MIS & Analytics Improved Compliance

• Increase in agent productivity • Compliance with Operational SLAs

• Cost optimization by 10 % – 30 % due to reduction of FTE headcount • Reduction in issue resolution time
• Reduction in manual inaccuracies leading to more reliable process output • Increase in NPS scores due to accurate volume & intent predictions

Reduce AHT
Knowledge Management Self checkout kiosks Improved NPS
Reduce Repeats
• Increase reach across multiple channels • Improved Phygital experience for checkout and returns
• Sentiment analysis to curb flares
OPERATIONAL SOLUTION

2 3
Improved conversion rates Continuous Improvements
- AHT reduction with T&M
& Reduced AHT with
Study & NVA reduction
Universal Agents - Productivity improvement
- Learning curve reduction

1 Compliance with SLAs

4
• 20% reduced cost of
operations via flexi models Reduction in AHT
1. Open Talent Model
• 200-300% Business variability Increase in NPS scores
2. Universal Agent Prompt mitigations of flare-
managed
3. Continuous Improvement ups to escalations
4. Real-time monitoring & driving
schedule adherence
THANK YOU