Turn your

Contact Center
into a

Dynamic Contact Center

Changing Face of Customer Care: Call Center Consolidation
Energy and Utility Companies are the Largest
Emerging Investors in Contact Center Outsourcing*

The face of customer care is changing,

as superior customer care has
become an essential building block for
improving customer satisfaction,
loyalty and retention. Customers
expect and demand a single point of
contact with their service and product
providers, as well as seamless
interaction across multiple touch
points. Utility companies expect
consolidated contact center
management. Industry Analyst, Data
Monitor, points out that the utilities
industry is the largest emerging
investor in contact center outsourcing
services.

Do you have?

100

Travel, Transportation,
Logistics and Hospitality

?
Fragmented Centers
?
People Centric Knowledge

Percentage of APs

80

Public Sector

?
Lack of Unified PMS
60

Media and Entertainment

?
Unstructured & individual

Healthcare (including Life Science)

40

quality measurement
methodologies
?
Lack of Global Delivery

Support

20

Energy and Utilities

0

*Source: Data Monitor

2006

2007

2008

2009

2010

2012

2011

Transformation of Contact Center

Components Of HCL Call Center Consolidation Services

HCL Call Center Consolidation

The Customer
Experience
Cross Sell
and Up Sell

Agent Productivity
and Satisfaction

Business
Process
Routing

Workforce
Mgmt &
Optimization

Proactive
Contact

Integrated
Self-Sevice

Internet
and
Multimedia

Branch
Remote
Expert
Agents

Virtual
Contact
Center

Real-time
Offer
Mgmt

Customer
Center
Routing

Report & Analytics

Process
Rationalization
Process
Standardization

Process
Decomposition
Consolidation
Support
Component

Process
Collaboration

Process
Automation
Process
Optimization

Call Center Consolidation

Challenges:

?
Contact Centers facing difficulies in performing new sales roles
?
Bad debt keeps stacking up
?
Keeping costs down
?
Ever-increasing Customer expectations
?
Business continuity
?
Failure recovery
?
End-to-end performance monitoring and application optimization
?
Capacity growth
?
Management of virtualized servers
?
Data overloads and Data loss
?
Shared databases

Data center consolidation is one of

the most popular IT trends, and
while its benefits are clear and
tangible, the move also creates
challenges which need to be
addressed carefully by the
proposed solution in relevance with
the trends in the Utility Industry.

HCL Empowering Excellence in Utilities through its Customer Care Framework

HCL's Solution
Customer Care Framework
SE
LF
-S
E
E
IC
RV

Email
Text
Chat

rta
We
b

Po
E C
LI N

to

Au

CTION

Billing

vic

r
Se
ed t
at gen
m A

ERA

CRM

S
ON
TI

GATION L
GRE
AY
AG INESS A
PPL ER
CF -BUS
IC
F
A
-O

INT

Phone

peec

IVR/S

Kiosk
Trouble
Ticketing

Knowledge
Database

Order/
Processing

Commercial
and Industrial
Sales Channel

Aggregate - Automate - Accelerate

Contractor Services

Value Add-Ons
Consolidating call centers into a network of high
performance centers can yield quantifiable
savings to your bottom line

HCL Value Deliverables & Propositions

HCL focuses on 3 major areas of improvement of desirable

migration of the call center consolidation opportunity and delivery:
?
Technology: To have the best technology support framework
with a perfect blend of inbuilt IP tools and applications with the
client CRM system
?
Process: Standardizing the process by implementing best
practices and improving process efficiency
?
People: Multi-skilled people with appropriate training on
supporting tools and knowledge base

Benefits
Process Benefits:

Client Benefits:

?
AHT Reduction
?
First Call Resolution
?
Benchmarking
?
Workforce Management

?
Reduced equipment costs
?
Simplified implementation

forecasting, staffing and

scheduling
?
Knowledge base self help
tools
?
Improving agent productivity
?
Reducing training needs

of new technologies and

processes
?
Better control over service
quality
?
Adherence to regulatory
compliances
?
Increased customer
retention

Call Center Consolidation can deliver bottom line savings:

?
Efficiencies from process excellence
?
Integration of applications and technologies
?
Leveraging technologies and tools to enable delivery
?
Channel Deflection

Optimum utilization of manpower UKs largest water and waste Water Company
Complete support & process facts to client to redesign processes UKs largest water and Waste Water Company
Implement the best aligned IP tools to support the process delivery UKs largest water and Waste Water Company
Implement the best in class CRM for the necessary services. In-house and hosting models with seamless integration with
organization system framework World Leader in Natural Gas
Process Standardization UKs largest water and waste Water Company
Best Practices implementation from the split call centers and from HCL similar experiences with its existing relations
UKs largest water and waste Water Company
Hello, Im from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use
digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right
now, 90,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world.
How can I help you?
www.hcltech.com

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