Innovation Incubator - Contact Center Optimization

Transform your contact center into an industry-leading benchmark in as little as three months. Innovation Incubator™ fosters measurable contact center improvement through data gathering, benchmarking, data analysis, process optimization, training, and technology. It allows you to test and perfect new approaches in a controlled environment before deploying improvement measures to your entire organization.

Insite Managed Solutions Taking you to the next generation of contact centers.

Who We Are Insite provides business management services for contact centers who want to increase operational efficiencies and upskill their teams to stay at the forefront of the industry. We act as an extension of your team using a proprietary, data-backed approach to identify revenue and cost savings opportunities, streamline processes and enhance the customer journey. We deliver a clear path for your success.

15 TRADEMARKS

3X ROI GUARANTEE

PRIVATELY HELD

IMPROVED 200+ CENTERS 800+ LOCATIONS

GLOBAL OFFICES

15 YEARS EXPERIENCE

Our team of humble analysts are scientists at heart with a passion for helping our clients succeed. Insite’s enthusiastic approach combined with our wide knowledge of contact centers delivers unprecedented results for you. In short, we know contact centers and back-office operations. We take clients of all sizes on a journey of improvement with long-lasting results within their contact center and back-office operations. We work with you to enhance customer experience and optimize efficiency.

Insite Global Offices

Florida (HQ)

India

Mexico

Colombia

Our Mission

Insite helps people win by improving, optimizing, and innovating the human processes and systems required to deliver enriching experiences.

“Here’s when I know when to bring Insite in when my internal team has taken a problem as far as they can. We have an incredible team but the people on my team don’t build multiple call centers each year. Sometimes it’s hard for them to think about a problem differently and I know I can bring Insite in for a fresh set of eyes.”

-Bill Smith, Founder of Shipt, Insight Cards, and Landing

Innovation Incubator ™

The Innovation Incubator ™ fosters measurable contact center improvement through data gathering, benchmarking, data analysis, process optimization, training, and technology. Running the same ratios and structure as the existing operations, Insite bolts on an in-house team of leadership, consultants, analysts, and technologists to achieve these results. Data, benchmarks, and best practices are shared during monthly workshops, with most clients seeing operational improvement within 3 months. The Innovation Incubator ™ also accelerates the perfection of trials, tests, and new ideas in a controlled environment, with clients prioritizing key target areas. It provides faster identification of root cause and solutioning while offering ongoing intelligence about customer experience. “Good practices” from peer organizations mature into best practices for the client company. Benchmarks are identified to help compare current and future vendors.

What Problems Can the Innovation Incubator ™ Solve?

• Limited data to make data-driven decisions

• No easy way to test new ideas to see if they work

• Need the ability to see if your operation can do better using benchmarking

• No easy way to establish best practices around call handling

• Taking a long time to analyze the root cause of performance and quality challenges • Needing ongoing access to an external sounding board with cross- industry experience • Trusting your technology vendors on ROI without knowing if you will get the same results • Difficulty in identifying ways to continuously innovate and raise the bar around customer experience

Areas of Impact

Sales Conversation Rate

AHT

Case Management

Tools Optimization

Support Processes (QA, Training, Recruiting)

First Call Resolution

Average Order Value

How We Do It

Launch

Ramp

Continuous Innovation

Onboarding. Baselining Performance. Stabilizing the Program.

Prioritize the Business Needs. Identifying and Fostering Innovation. Improve.

Monitor & Test. Innovate. Deploy & Scale.

Client Success Story: The Challenges

The outsourcer we used had high attrition and was not hitting metrics. Inability to achieve quality and performance metrics (first call resolution) was leading to a poor customer experience.

Not Hitting Metrics

High Attrition

Low Quality and Performance

Poor Customer Experience

Client Success Story: Actions Towards Solutions With attrition being on the rise, we decided to go straight to the source. Agents participated in a survey focused on employee engagement. We captured the most frequently used phrases and words on what attracts agents to a company and used that insight to create a new agent profile and pay scale and implement innovative programs. We increased onboarding training from 2 to 3 weeks, created the right environment to reduce attrition, by adding standing desks instead of cubes, Hawaiian shirt Fridays, 1:10 supervisor ratio, and accessible snacks. These actions achieved impressive results.

Buddy Program During the nesting process, we assigned a peer to act as a support structure and confidant to ask questions and assist with work or personal questions. This provides an additional support structure to increase the quality of work life. Standardized Interview Questions We designed a uniform scorecard to ensure that everyone considered for a position is assessed the same way. Each candidate receives a standardized list of interview questions to gauge areas such as adaptability, customer service, and leadership, to name a few.

Employee Path Program This is one of the top-scoring items that we felt brings a lot of value. We designed an overall career pathing program that outlined how they can grow through the incubator and possibly turn that into internships.

Coaching & Development We designed a formalized developmental process that includes real-time one-on-one coaching, weekly outlier coaching strategies, monthly performance reviews, and celebrating the good!

Client Success Story: Achievements & Results

6 Months JD Power Certified

2.33% Attrition Rate Attrition saw a significant decline and the agent attrition rate was improved to only 2.33%, or 1.4 reps, per month. 110% Quality Assurance We exceeded the Client’s 80% quality assurance goal and reached an average score of 88%.

30 Days Metric Goals Realized Service levels and all key performance metrics were achieved within 30 days of launch.

Achieved JD Power Customer Excellence Award only six months after launching.

99% Service Level Goal

91% Employee Satisfaction

We surpassed the goal to receive 80% of inbound calls within 30 seconds and achieved 99%.

Employee satisfaction surveys reflected a 91% employee positivity rating with 100% of respondents agreeing that Insite’s coaching culture connected with agents.

Client Success Story: Achievements and Results

Speed to Proficiency

Customer Satisfaction

Service Level

Attrition Rate

Increasing training speed to proficiency from 12 weeks to 4 weeks. By hiring the right people, developing interactive exercise and an engaging learning environment.

Customer Satisfaction (CSAT) scores with current provider had CSAT of sub 85%, incubator results have stayed above 94% since the incubator set sail.

We achieved a service level of 99% on a goal of 80%, while the outsourcer was achieving 35%. We hit this goal within 2 weeks of go live and have maintained.

Current provider for this client loses an average of 4.45 agents per week while the Incubator loses 0.36. They had annualized attrition of 180% while Incubator achieved 28% annualized attrition.

Thank You!

Nathan Flowers

Chief Revenue Officer nflowers@callinsite.com 239-834-8114

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