call center solutions
TRANSCRIPT
Its all About Customer Journey
Deden MulyanaBusiness Development & Strategic Manager
PT. VADS IndonesiaPuri VADS
JL. HR Rasuna Said Kav H 1 - 212920 Setabudi - Jakarta Selatan
(M) : +62 818 0202 1199(T) : +62-21-5273320 ext. 22263
(F) : +62-21-5273323Web: http://www.vads.co.id
VADS Berhad (VADS) is one of Malaysia’s leading Integrated Managed ICT/BPOService providers. VADS was incorporated on 29 November 1990 and formed in1991
1991, Having grown from a joint venture between :
PT VADS Indonesia (PT VADS) started its operations in Indonesia on December1, 2008. PT VADS shareholders are
IBM Global Network Services Telekom Malaysia Berhad (TM)
VADS today is a wholly-owned subsidiary of TM
About VADS
VADS Berhad VADS Business Process, Sdn. Bhd
VISIONTo become an international service excellence standard BPO, delivering total solution to our customers, sharing mutual benefit to our partners and providing a good place to work for our employees
MISIONTo deliver service excellence in a standarized, effective, efficient and courteous manner that brings satisfaction to our clients and their customers, partners and employees
Vision & Mision
3
PT VADS Provides
Social MediaData CenterHelpdesk/
Service desk
Contact Center Service Solutions
Human Capital Management
Customer Service Learning Center
© 2014 PT VADS Indonesia – Confidential
Contact center Data Center System Training Room
Telepresence Gadget Lab Non system training room
Pantry Musholla Breakroom
PT VADS Facilities Jakarta-Jogjakarta
PT VADS Client List based on Services
Training Full Outsourced Inbound
Managed Service Outbound, Social media
ASTRA Goes 5-Star RFVIL Complaint is a GIFT
Balanced Scorecard sebagai instrument pengukuran kinerja
lembaga pemerintah
Enhancing and Improving the Corporate Secretaries
Competency in the Changing Business World
• Change Your Life, Change Your Service
• Communicate and Manage to Win
EXPERIENTIAL LEARNING
Customer-Focused Company Culture Transformation
Hermina One Team one ServiceDompet Dhuafa Goes
5-stars
CRM Projects MarathonCHANGE YOUR LIFE for SILOAM Change Your Life, Change Your
Service
EXPERIENTIAL LEARNING
I Shine too
If You Shine
Quality ExpertiseOperation excellence
•Partnership•Value Add
© 2014 PT VADS Indonesia – Confidential
81
94
70
15
2010 2011 2012
+367%
+34%
2013
-14%CSI
2014
+4%
-8%
+31%90%
2013
87%
2012
66%
2011
72%
CSAT
PT VADS Peformance
Indonesia Platinum Award 2012-2013The Most Trusted Company Of The Year
From: Coordinating Minister of Economics and People Welfare
12
The Best Outsource Contact Center 2011 by
Contact Center Association of Singapore - APAC
the best Contact Center Leader in the WorldNovember 2011
Contact Center World
design for service???? this is service design???
journey maps promote emotional contact with
insight, distilling research into a concise, visually compelling
story of the customer’s experience j.bezos (CEO AMAZON)
Coordination'sDevelop new government for
customer service
TalentsDevelop good customer Service representative
AlignmentNo Agreement on
platform (KPI Reports)
BudgetingInvestment for supporting
the technology
TargetingCreate a good data insight
& Managed the right customers
The ChallengesIn Implementation
Develop the GovernanceSet the new KPIEnhanced the Standard Operational Procedure Enhanced the Business Process
Lets Start the Engine
Alignment As a expertise in contact center and experienced in managing customers, VADS will work hand in hand with you to manage your KPI & Service Level
Definition : The percentage of time calls are answered within a pre determined amount of time
How to maintain the Service Level:
Composing the schedule and staff deployment based on accurate forecasting. Tight real time monitoring on floor for hold time and aux non productive based on schedule adherence. Taking action to improve Service Level and Maximize Utilization
2008 2009 2010 2011 2012
Performance Service Level per Year
Service level Target
New Look Implementation " Warm, Friendly & Smart"
Handled by VADSHandled by Client
22
Contact Center Relationship (Agents)
Team Leaders
Operations Manager
Governance ManagementGovernance Management
IT Technical SupportIT Technical Support
Reports and AnalyticsReports and Analytics
Workforce ManagementWorkforce Management
Quality AssuranceQuality Assurance
Training and DevelopmentTraining and Development
Knowledge ManagementKnowledge Management
Recruitment and HiringRecruitment and Hiring
Human Capital ManagementHuman Capital Management
CSAT Quality Speed Service Cost
• Customer Satisfaction
Surveys (Optional)
• Transaction Monitoring• Process Level Audit
• Service Level• Abandon Rate
• Contact Resolution• Average Handle Time
• Cost per Headcount
Operation Support Knowledge & Development Human Capital
Technology Enablers
Business Process & Procedures
Proposed Contact Center Operational Model
22
Coordination's
Proposed Reporting and AnalyticsProposed Reporting and Analytics
Report Type Frequency /
Report Time
Scope Distribution List
Monthly Performance Report Contact center
performance report (weekly)
Monthly,
Monday
12:00 PM
Weekly performance as off previous week, Monday – Sunday
Performance KPIs will be summarized into a weekly total.
VADS: Project Mode Steering Committee Project Team
VADS: Post Live Client Relationship Operations Manager
CLient’s : Management Team
Quarter Performance Report Contact center
performance report ( monthly)
Quarterly, 1st Wednesday of
the month If falls on a non
working day, the report shall be sent on the next available working day 12:00 PM
Monthly performance as off 1st till the 30th /31st of each month, cut off time is 11pm
Performance KPIs will be summarized into a month total
Access the Talents
Certified by international Certification
VADS will managed your Call Center KPI
Self Managed Managed Service By VADS
VADS will managed your Call Center Attrition
VADS will managed your Call Center Development
Call Center Staff is dedicated for your Contact Center
No Standardization to Managed Call Center
Effort to managed your Call Center KPI
Big Effort to Managed the Attrition
Big Cost to develop the Human Capital for Call Center
VADS provide dedicated Customer Engagement Championship for your Call Center
CCO CEC
Agent CEC
Organization ChartOrganization Chart
VADS Operations Manager
VADS Head of Operations
VADSShare Resources
Reporting Human Capital
Shared Ops Support resources
Technology Support
Client Account Management
Dedicated resources
Shared Ops Management resources
Customer Service Relationship
Team Leader
© 2012 VADS Berhad 26
Quality Assurance
Vendor Management OfficerVendor Management Officer
Wall of Leaders….
To aspire front liners to be future leaders.
2 PC based Training rooms2 Classroom for soft skills
Total : 182 seats
Customer Service Learning Center
31
Overview Overview of the Contact Centre Facility of the Contact Centre Facility
Gadget Lab
VADS Building in Jakarta & Infrastructures
Server & Data Center
Contact Center - System Overview Automatic Call Distribution (ACD) System
•Automatically distributed calls to agent & integrated with CTI & IVR system
•Support for connection external database / CRM
•Implementing Best Service Routing
Recording & Monitoring System
•Real time Monitoring all agent activity with voice recording and screen recording
•Quality Monitoring system supporting to KPI target
•Historical Data recording Voice and Screen
Reporting System
•Real time Reporting system for all agent activity integrated with Wallboard
•Historical Reporting system
•Custom Reporting base on user requirement
Work Force Management System
•Forecasting & Scheduling with many feature on system
Disaster Recovery Center (DRC) & Disaster Recovery Plan (DRP)
• PT VADS implementing Disaster Recovery Plan on PT VADS DRC at Jogjakarta
• Replication of Jakarta site call center system and automatic switch system to DRC on disaster condition
System Connectivity
• Multiple Provider for connectivity
• Local and international backbone connectivity ready
QMS
KnowledgeBaseVoice RecorderStorage
ServerReporting CRM
Local Area Network
Secondary Site (Jogjakarta)
QMSKnowledge
BaseVoice Recorder
StorageServerReporting CRM
Local Area Network
Primary Site (Jakarta)
Router & Firewall
PRIISDN PRI
Call Centre Telephony
Call Centre Telephony
Internet Connectivity
Client’s Database System (if Any)
Inbound Calls / Outbound
Customers
Telephony Telephony NumberNumber
Client’s Office & Branches
System Flow Design (Scenario)
Internet Connectivity
Router & Firewall
Tco
Profit
OUR OFFERINGOUR OFFERINGBy using a qualified outsource provider, you free your time and energy to focus on the core business. In addition, you gain an economy of scale and expertise that lowers cost and increases performance.
VALUE Focus resources on profitable activities Reduce overhead Eliminate redundancy Smooth demand Gain expertise – and speed Improve performance Increase profitability Safe investment in premises cost
• Focus on Core-Business competencies“Companies can focus on their core-business. This can be done by updating strategy and restructure the resource (human and financial) available.”
• Saving and control operational Cost“Companies that manage their own human resources will have greater financial structure than the companies, which handed their management of its human resources to
outsourcing vendors”
• Utilizing competency of outsourcing vendor “This competency is gained through their experience in providing and managing human resources for various companies”
• Companies become leaner and more agile in responding the market demand“companies can divert limited resources from jobs that are non-core, and indirectly affect the earnings and profit of the company, to a strategic core-business
occupation, which in return can improve customer satisfaction, revenue and profitability”
• Reduce business risk“companies are able to hire fewer employees, and selected a core course. If the business situation is good and needed more employees, Meanwhile if the business situation is
deteriorating and company needs to reduce the number of employees, then the company only reducing the number of outsourcing employees which will reduce the monthly expenses and employee severance cost”
• Acquire improvement and improve efficiency in the jobs that are non-core“Currently many companies decided to transfer at least one non-core job for whatever reasons they have. They generally recognize that recruiting and contract
employees, calculate and pay wages, overtime and benefits, training, public administration, and to ensure all processes run in accordance with laws and regulations in a complicated job, much time, thought, and substantial fund to spend”
• Comply with Minister Regulation No 19 Year 2012“All employee must permanent employee but especially for non core business can be managed by other company as Manage service”
Reason to Managed Service to VADS