assistt 6.10 help desk bp v.1.2

TOPRANKINGPHELP DESKERFORMERSIN

TOPRANKINGPHELP DESKE RFORMERSIN

Duygu SevinBusiness Development Specialist28 June 2012, Thursday

PRESENTER

TOPRANKINGPHELP DESKE RFORMERSIN

OVERVİEW

120 million contacts / year.8,500 employees.

15 locations in 10 cities.

Founded in 2007.

9 service channels. Robust infrastructure and technology.

6,500 seats.

TOPRANKINGPHELP DESKE RFORMERSIN

Turkish coffee isa tradition that

connects generations.

TOPRANKINGPHELP DESKE RFORMERSIN

118 20

First all-inclusive B2C

Tech Support in the World.

7/24 operation.

Pay-As-U-Go Service.

Over 30 minutes is free!

Up-To-Date Information

Excellent Service

TOPRANKINGPHELP DESKE RFORMERSIN

CHALLENGES

TOPRANKINGPHELP DESKE RFORMERSIN

CHALLENGES

TOPRANKINGPHELP DESKE RFORMERSIN

CHALLENGES

TOPRANKINGPHELP DESKE RFORMERSIN

We keep track of most critical problems and recent technologies.

Periodic R&D.• Daily (threaths, vulnerabilities, common problems, OS updates).• Weekly (new technologies, products & solutions that enter the

Turkish market).

UP-TO-DATE INFORMATİON

TOPRANKINGPHELP DESKE RFORMERSIN

We keep track of most critical problems and recent technologies.

On Demand• In case of a newly encountered problem.

UP-TO-DATE INFORMATİON

TOPRANKINGPHELP DESKE RFORMERSIN

We keep track of most critical problems and recent technologies.

UP-TO-DATE INFORMATİON

KB Trouble Shoot

Intranet Query

BLOG General Opinion

Periodic R/D On Demand

Up-To-Date Information

TOPRANKINGPHELP DESKE RFORMERSIN

EXCELLENT SERVICE

TOPRANKINGPHELP DESKE RFORMERSIN

HUMAN RESOURCES

TECHNOLOGY

The C Factor

SUCCESS

EXCELLENT SERVICE

TOPRANKINGPHELP DESKE RFORMERSIN

HUMAN RESOURCES

TOPRANKINGPHELP DESKE RFORMERSIN

1st level support. (Multi-Skill)2nd level support.Task forces.• Mobile.• Internet Applications.• SME.Enterprise support.

HUMAN RESOURCES

94%

TOPRANKINGPHELP DESKE RFORMERSIN

Choose agents with Technical Background.Look for Experience and Interest in Technology.Excellent Communication Skills.

HUMAN RESOURCES

TOPRANKINGPHELP DESKE RFORMERSIN

Initial trainings (4 weeks).• Orientation.• Introductory trainings.• Operational trainings.• Effective Communication

Skills training.• Talking IT for the

Non-IT training.

HUMAN RESOURCES

TOPRANKINGPHELP DESKE RFORMERSIN

On-The-Job Trainings.• 2 weeks on-site coaching + on-the-job training.

Continious Trainings.• 2 days / 20 days refresh + update.• Crash courses.• Instant reminders.

HUMAN RESOURCES

TOPRANKINGPHELP DESKE RFORMERSIN

Performance management.Motivation.Non-routine job experience.Professional certification.Career paths.• Managerial potential: SVR.• Technical potential: EXPERTS.

HUMAN RESOURCES

TOPRANKINGPHELP DESKE RFORMERSIN

TECHNOLOGIES

TOPRANKINGPHELP DESKE RFORMERSIN

Remote Assistance.State-Off-The-Art, Cloud based Remote Management Technologies.Cloud Based CRM and Knowledge-Base Portals.Service Desk + CRM.

TECHNOLOGY

55%

TOPRANKINGPHELP DESKE RFORMERSIN

THE C FACTOR

TOPRANKINGPHELP DESKE RFORMERSIN

THE C FACTOR

SOCIAL MEDIA

MOBILE DEVICES

INTERNET APPS GAMES

18 – 34 + +34 + + + +Families + + + +Professionals + +

Ages18 - 2525 - 3030 - 3535 - 4445+

23

TOPRANKINGPHELP DESKE RFORMERSIN

HUMAN RESOURCES

TECHNOLOGY

The C Factor

SUCCESS

THE C FACTOR

TOPRANKINGPHELP DESKE RFORMERSIN

Connecting differences.• Different ages.• Different cultures.• Different jargon.• Different levels of

understanding of technology.• Different expectations.• Different generations.

THE C FACTOR

TOPRANKINGPHELP DESKE RFORMERSIN

Turkish coffee isa tradition that

connects generations.

TOPRANKINGPHELP DESKE RFORMERSIN

SUCCESS

TOPRANKINGPHELP DESKE RFORMERSIN

SUCCESS

Ticket Closed - Solved 93,1%

Ticket Closed - Redirected 1,97%

Ticket Closed - Not Solved 0,89%

Ticket Canceled - Price Info 3,58%

Ticket Canceled - Other 0,46%

Ticket Closed - Solved

Ticket Closed - Redirected

Ticket Closed - Not Solved

Ticket Canceled - Price Info

Ticket Canceled - Other

TOPRANKINGPHELP DESKE RFORMERSIN

SUCCESS

DATE SL (%) ASA ACHTJANUARY 99% 2 595

FEBRUARY 96% 3 654MARCH 97% 4 579APRIL 91% 7 531MAY 96% 3 574

TOTAL 95% 4 572

Startup Nov.11 May.120

102030405060708090

100

1230

94

Number of Agents

TOPRANKINGPHELP DESKE RFORMERSIN

TIPS

TOPRANKINGPHELP DESKE RFORMERSIN

It is not the technology.A computer is not a hardware.

It is a shopping center, a movie-theatre,meeting point, workplace.

A camera is not a peripheral device.It is a way of capturing nice memories.

TİPS

When people call us they don’t describe us their problems.They describe us their feelings.

TOPRANKINGPHELP DESKE RFORMERSIN

Connect differences.

TİPS

TOPRANKINGPHELP DESKE RFORMERSIN

Turkish coffee isa tradition that

connects generations.

TOPRANKINGPHELP DESKE RFORMERSIN

Thank you.