Avon RC RFP Information

Summary

In this comprehensive presentation, Jason Enaw from Avon’s Technology Department outlines the strategic vision for transforming their contact center into a more efficient and customer-centric operation. Key initiatives include the development of an omni-channel platform, enhanced automation through text and voice bots, and the establishment of a robust knowledge base for both customers and agents. The RFP process is detailed, emphasizing the need for standardized solutions across markets and clear cost breakdowns. Overall, the focus is on improving customer interaction, streamlining operations, and leveraging technology to meet diverse needs.

Takeaways

• 😀 The document outlines the current structure and needs of Avon’s contact center across various markets in Eastern Europe.
• 📊 Contact volume forecasts for 2024 are provided, indicating expected increases in communication compared to 2023.
• 📞 Different telephone systems are in use across markets, with a focus on ensuring compatibility and efficiency in operations.
• ✉️ Email capabilities are currently limited, relying mainly on Outlook and shared mailboxes, with plans to improve integration with CRM systems.
• 💬 Live chat is underutilized, but there is interest in expanding its implementation in more markets.
• 🔍 Social media management is limited, but there is a desire to enhance interaction and response capabilities across channels.
• 📱 Direct messaging, especially through WhatsApp, shows promise for improving customer interaction and satisfaction.
• 🔄 IVR systems are feature-rich but face challenges with completion rates; a shift towards voice bots is being considered.
• 💻 A wide range of contact center technologies is listed, with notes on which markets currently utilize them.
• 🌐 Various Avon websites and CRM systems are in use for representatives and sales leaders, reflecting the diverse digital landscape of the company.

Q & A

What is the primary goal of the RFP process outlined in the script?

The primary goal of the RFP process is to gather proposals for enhancing Avon's contact center operations across various markets, focusing on improving service delivery and customer engagement.

How many markets are included in the RFP, and what key markets are mentioned?

The RFP includes multiple markets, specifically mentioning Serbia and Poland as key examples.

What types of agents are discussed in relation to the contact center?

The script mentions outsourced agents, internal agents, and centralized support teams as part of the contact center structure.

What contact channels does Avon currently utilize, and what are the limitations noted in the script?

Avon utilizes telephone calls, emails, live chat, and social media. Limitations include limited email capabilities and underutilization of live chat in many markets.

Why is there a recommendation to use forecast volumes for 2024 instead of 2023?

Forecast volumes for 2024 are expected to be more accurate than the 2023 volumes, making them more reliable for planning and resource allocation.

What does the script suggest regarding the IVR system and its current challenges?

The script indicates that the IVR system is struggling with completion rates and suggests that a voice bot might be a better solution for handling frequently asked questions and basic inquiries.

What role does social media play in Avon's contact strategy?

Social media is currently underutilized, but there is interest in managing wall posts and enabling agents to respond through these channels.

What are the intended future developments for direct messaging channels like WhatsApp?

The intention is to implement WhatsApp globally as a channel for asynchronous messaging, which has shown positive satisfaction results in testing.

How does Avon plan to address the diversity of its technology across different markets?

The script notes the need to evaluate the technology used across markets and suggests exploring standard contact center technologies to unify operations.

What are some specific applications mentioned for Avon's CRM systems?

The script mentions various CRM systems used worldwide but emphasizes that Avon is not seeking heavy integration, focusing instead on basic data capture within existing frameworks.