Title: Presentation title goes here.
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3- REVENUE ENHANCEMENT
- PORTFOLIO ANALYTICS
- CUSTOMER CONTACT CENTER
4Analytics
5Analytics is the extensive use of data,
statistical analysis, explanatory and predictive
models, and fact-based management to drive
decisions and action. These decisions and actions
could be to drive human decisions or to drive
fully automated decisions. This data is studied
to understand and analyze segments of business to
drive performance.
6Highest Level Analytics
7Compete on Analytics By Jerome H.
Davenport Jeanne G. Harris Harvard Business
School Press
8Analytical Capability Stages
9Analytically Impaired
Limited Insight Information Marketplace and
Competitors
10Analytical Aspirations
Some performance metrics Better understanding of
competitors
11Analytical Competitors
Deep Strategic Insights Broad Based FACT culture
12- Shared Reporting
- Query/Drill Down
- Alerts
- Statistical Analysis
- Forecasting
- Predictive Modeling
- Optimization
13Another School of Thought
14Blink The Power of Thinking Without
Thinking By Malcolm Gladwell Little, Brown and
Company
15- Quick Decisions
- Snap Judgments
- First Impressions
- The Power of Knowing in the First Two Seconds
16Competing on Analytics vs. Blink
17The Success of the deli with impaired
analytics The success of the deli that competes
on analytics Hint Mind your own store
18Competition-focused companies risk complacency
when they become industry leaders but
customer-focused companies must always keep
improving. Years from now, when people look
back at Amazon, I want them to say that we
uplifted customer-centricity across the entire
business world. - Jeff Bezos, Founder and CEO
of Amazon.Com
19Analytics vs. The 2-second rule
20The 10 Million Kouros Sculpture 14-month
analytical approach vs. The 2-second look at its
fingernails
21- The Proposed Solution
- Stick to the basics
- Fact-based decisions
- The power of DNA
- Gut Feelings supported by facts
22Analytics in Use
23Interactive Production Pivots
24Interactive Production Pivots
Interactive production reporting allows
visibility to discrete portfolio segments /
resources / strategies for maximum tracking and
optimization
25Interactive Production Pivots
Interactive production reporting allows
visibility to discrete portfolio segments /
resources / strategies for maximum tracking and
optimization
26Interactive Production Pivots
Interactive production reporting allows
visibility to discrete portfolio segments /
resources / strategies for maximum tracking and
optimization
27Interactive Production Pivots
Interactive production reporting allows
visibility to discrete portfolio segments /
resources / strategies for maximum tracking and
optimization
- Business Unit
- Month Week Date
- Manager - Agent
- Timezone Breakouts
- Best time to call (Day / Hr)
- Call Direction / Campaign Type
28Harris Harris is committed to harnessing data
into information which can be used to better
manage and optimize performance. Harris Harris
utilizes a business intelligence reporting system
focusing in consumer finance and collection
environments.
29- Our Metrics
- Hours by unit
- Calls - by type
- Promises to pay
- Right Party Contacts
- Promise
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31- Analysis
- Initial Account Placement
- 44,602 Accounts
- 42,711,355
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38- REVENUE ENHANCEMENT
- PORTFOLIO ANALYTICS
- CUSTOMER CONTACT CENTER