2nd Shift CampaignsEvening Customer Care Solutions

Are all your customer efforts metrics driven?

2nd Shift Primary Business Drivers:The Business Driver of 2nd Shift Utilization

Augment customer service, customer care 71%

Respond to customer needs in a timely fashion 45%

Point of sale response time via multiple channels 42%

To support customer self service 21%

To improve efficiencies (margins, costs) 21%

To increase revenues 20%

To share information, educate 17%

History of 2nd Shift

Industry Introduction: The contact center industry was pioneered in America, arising out of a need to centralize customer service operations. In today’s information age, call centers have evolved into including outsourced functions such as customer service, IT support, sales and marketing, and includes both front office and backoffice operations.

Today’s best contact center’s use sophisticated technology and business intelligence along with access to databases and online resources that most companies simply do not have access to nor can afford.

The job of call center has always been difficult. Customers are more sophisticated today than ever before. They expect much from the companies from which they do business, including customer service. 

The call center has evolved into the customer care services market, aka contact center services, with notable and important changes as a result of the different ways companies and consumers are now communicating with one another. The traditional view of a customer care outsourcer is moving from a largely agent- and voice-based service to a strategic, multichannel, and sometimes transformational service.

Newer capabilities address these changes with a flexible and agile value proposition, among other elements such as cost effectiveness. The changing interactions and evolving ecosystem are poised to change the traditional customer care provider's value proposition to one of a more strategic partner and to shake up the provider landscape.

2nd Shift Case StudyProgram Snapshot:• The primary goal of this relationship is to develop a strategy for customer engagement containing an email, live

voice and a chat platform increasing overall conversion for their anticipated increase in customer traffic.

Company Background & Situation Overview:• Beyond the Rack is currently receiving 20,000-40,000 emails and 3,000-4,000 chat sessions every month. • Beyond the Rack provides a private online shopping medium for men and women wanting designer brands at up to

a 70% discount. Sales are open exclusively to members at specific times and typically last about 48 hours. Members are notified by e-mail in advance of each upcoming sale.

Program Metrics:

Using an integrated, multi-channel approach:• Commit to email response times in less than 2 hours

– 20,000 - 40,000 e-mails per month– 3,000 - 4,000 chat opportunities per month (with expected increase to 8,000 over the next three months)

• Engage and attract a different audience by offering chat and live voice component which will allow for: – Up to 40% more effective conversion shopper to buyer – Up to 23% increase in average order size

• Engage with an audience (approximately 10% of chat sessions) that have never engaged with Beyond the Rack before

• Decrease operational costs by 25% • 90% first contact resolution• Allow for greater efficiencies of acquisition and customer satisfaction• Lift the conversion rate to >5%

2nd Shift KPI Metrics

Key Performance Indicators: Primary Drivers:

First contact resolution:• Conversion rate (%)• Total daily/monthly sales (volume)• # of chats per day• Chat conversion rate• Average proactive chat acceptance rate• # of e-mails per day• # of quality conversations per day• Sales and revenue per hour• Sales vs. customer care inquiries• Average handle time • ROI• Program staff• Program hours

Getting Started

What are you doing to attract and retain more customers?Q: How do you acquire and retain more customers using multiple channels? Q: How do you connect Sales & Marketing and Customer Relations? Q: How do you achieve greater share of wallet and per customer spend with better sales ROI?

Your Alternatives:

Give the job to someone internally? Recruit a specialist? Outsource the Function Turn on Infinity

Entering 2013 less than a third of enterprises say they have a sophisticated approach to investing marketing resources and engaging customers across multiple channels, but the majority expect to make investments in 2013.

Getting Started Continued…

Stop talking about sales and manage revenues with Infinity.

Buyerlytics is the application of buyer and customer analytics to deliver segmented and personalized sales and service. Infinity’s Buyerlytics solution is a combination of its data warehouse, multichannel revenue technology platform, business rules, and analytics.

Buyerlytics is accomplished through the application of the following process components:+ Database development into a data warehouse built around customer preferences in order to sell and service each

customer based on their personal history and preferences. + Coupled with segmentation analysis + predictive modeling creates predictive sales based on business rules.

Buyerlytics enables us to understand each individual customer to create personalized sales and service customer experiences.

2nd Shift Infinity Contact Capabilities

Connect with us @ http://www.linkedin.com/company/63794

Watch us in action! @ www.YouTube.com/InfinityContact

Learn about our workforce @ www.facebook.com/InfinityContact

Take a virtual tour @ www.infinitycontact.com/RevenueLeadershipSystem

Infinity was founded in 1996 to deliver integrated campaign solutions. In 2013, we continue to partner with some of America’s best known brands to attract and retain customers for life.

2nd shift evening work is a perfect opportunity to create operational efficiencies while supporting your customer’s self-service initiatives.

We take the lead starting with building a customer database and our mission is to get customers and keep customers for you in the most efficient means.