Page 8 - Proposal for HelloFresh 20190117 - Final

HelloFresh Objectives
• Identify customer friction points, pinpoint service issues, and improve agent performance.
• Identify competitive information across interactions.
• Surface customer insights around promotions.
• Automate the way they assess the agents quality and effort consistently.
• Reduce cost to service members while providing improved experience.
• Understand call drivers across HelloFresh, GreenChef and EveryPlate interactions
Initial Scope – Evaluation Period
• 581 agents @ 1,700,000 minutes/mo
• 20% sample rate = 340,000 minutes (units)
• Tier Rate up to 400,000 units = $0.0480
• Processing cost - $19,200 per month
• QA Module Fee during eval - waived
• Channels processed during eval: Voice
• 90 Day evaluation period – T for C at end of period
Success Criteria
• Identification of product/service issues and customer friction points using speech, text and metadata analytics.
• Identify agent coaching opportunities via Topbox's QA features
• Identify opportunities to improve HelloFresh contact center operations.
• Clear line of sight to ROI
Permanent Solution Scope Example
• 581 agents @ 1,700,000 minutes
• 20% sample rate = 340,000 minutes (units)
• 50% of Chat and Email interactions = 225,000 units
• Tier Rate up to 600,000 units = $0.0404
• Processing cost = $24,240 per month – Channel Discount (4%) = $23,270
• Channels processed: Voice, Chat and Email
• Quality Management Module = $5,817 per month
• Total Cost with QA = $29,087 per month
CONFIDENTIAL 8