vodafone summer internship

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Vodafone Internship project presentation

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Page 1: Vodafone summer internship
Page 2: Vodafone summer internship

INBOUND SALES CHANNEL OF VODAFONE

Vikas SonwanePGDM – IB53

Page 3: Vodafone summer internship

Month Week1 Week2 Week3 Week4

May

JuneImplementation at SCC

Process at SCC Analysis of Data at Vodafone

Strategize

Implementation at IBCC

Process at IBCC

Feedback at SCC

Feedback at IBCC

Summer Internship Program

Page 4: Vodafone summer internship

Sales Channel Structure

Vodafone Sales and Marketing

Postpaid

37 Stores (Including

Mini Stores)

DSA (23 Entities)

Tele Calling Super Call Centre

Global Direct

CBA CSA MTO Channel

Prepaid

Page 5: Vodafone summer internship

Support Centre Structure

CustomerSupport Centres

Prepaid

Serco(A’bad)

Serco(Pune)

Tech M (Pune)

Postpaid

Serco(Pune)

Serco(Mumbai)

Postpaid PG

Serco (Mumbai)

Page 6: Vodafone summer internship

Super CC Sales Team Structure

General Manager

Team LeaderTeam Leader

TSE TSE TSE TSE TSE TSE

Team Leader

Page 7: Vodafone summer internship

Customer calls Hotline

Tele Customer support Executive resolves complaint and gives a hot tip and transfers call to SCC

Inbound sales process at Vodafone

Tele Customer Sales Executive pitches for various connections

Pre-Postpaid, New Postpaid, MNP

Internet Dongle

OR

Page 8: Vodafone summer internship

IBCC Sales Funnel

• Create KPI for customer support center with respect to sales domain• Create and implement

strategies to increase the transfers

• Create KPI for Super Call Centre Customer Executive• Create and implement

strategies to increase sales

• Analyze final sales and tweak strategies and provide feedback

Incoming Customer

Support Calls

Calls transferred To Super Call

CentreSales

Page 9: Vodafone summer internship

IBCC Sales FunnelIncoming Customer

Support CallsSales

• Create KPI for customer support center with respect to sales domain• Create and implement

strategies to increase the transfers

• Create KPI for Super Call Centre Customer Executive• Create and implement

strategies to increase sales

• Analyze final sales and tweak strategies and provide feedback

Calls transferred To Super Call

Centre

Page 10: Vodafone summer internship

Key performance indicators of Customer Support Centre

• Objective : - Increase Call transfers to Super CC• Track the absolute number of calls transferred

to Super Call Centre based on various parameters– Segment based transfers– Team leader wise transfers– Customer Support Executives wise transfers

Page 11: Vodafone summer internship

Analysis

Page 12: Vodafone summer internship

Strategies to improve call transfers

• Incentivize the CSEs for transferring calls to Super Call Centre

• Educate and bring in more visibility of the payout program by revamping the training module

• Introduce Rewards and Recognition programs– Basic principle is to set the average base transfer

rate higher– Employees would get motivated

Page 13: Vodafone summer internship

Training Module

Implementation

Page 14: Vodafone summer internship

26-05-2014

Ranking Team Leader Transfers till Date to

SCC

Calls to go for Eligibility

Daily Transfer Rate needed

Daily Approximate per agent transfer

1 Abdul Aziz Shaikh 379 121 61 calls per day 4 calls per agent 2 Vijayendra Kishorilal Jaiswal 196 304 152 calls per day 9 calls per agent 3 Deepak Vishwas Shelke 156 344 172 calls per day 10 calls per agent 4 Muktesh Ramprakash Ajgaonkar 138 362 181 calls per day 11 calls per agent 5 Madhavi Shivram Mallick 121 379 190 calls per day 11 calls per agent 6 Hussain Electricwala 93 407 204 calls per day 12 calls per agent 7 Rakesh Tukaram Parab 71 429 215 calls per day 12 calls per agent

Total 1154 2346 455

A KPI dashboard for the Vodafone Customer Support Centre

Page 15: Vodafone summer internship
Page 16: Vodafone summer internship

Rewards and Recognition Program

Page 17: Vodafone summer internship

IVR Change to increase inbound calls

Page 18: Vodafone summer internship

#4 #5#3#2#1

#4 #5#3#2#1 #6

Present Prepaid IVR Tree

Page 19: Vodafone summer internship

#4 #5#3#2#1

#4 #5#3#2#1 #6

SuggestedNew Prepaid

IVR Tree

Page 20: Vodafone summer internship

#4 #5#3#2#1

#4 #5#3#2#1 #6

Instead of giving all the information regarding pre to postpaid process directly transfer to SCC.Suggested Verbiage: - “For prepaid to postpaid migration at your doorstep press 1.”(Related translations in all the other languages as well)

Present Verbiage at #5:"For SIM loss, Prepaid to Postpaid migration, PUK, roaming or other IVR related information press 5"Suggested Verbiage at #5:"For Prepaid to Postpaid migration, SIM loss, PUK, roaming or other IVR related information press 5“(Related translations in all other languages

Suggested VerbiagesFor Prepaid

Page 21: Vodafone summer internship

Incoming Customer

Support CallsSales

Calls transferred To Super Call

Centre

• Create KPI for customer support center with respect to sales domain• Create and implement

strategies to increase the transfers

• Create KPI for Super Call Centre Customer Executive• Create and implement

strategies to increase sales

• Analyze final sales and tweak strategies and provide feedback

Page 22: Vodafone summer internship

Key performance indicators of Super Call Centre

• Objective : - Increase Sales through Super CC• Track the absolute number of sales through a

segmented dashboard based on following parameters – Inbound leads– Segment based leads– Team leader wise breakup

• Track performance based on the number of leads conversion

Page 23: Vodafone summer internship

Strategies to improve Sales

• To improve productivity and efficiency– We rearranged the priority of the leads to be

approached based on past sales data research• Rewards and Recognition program

Page 24: Vodafone summer internship

Sales Lead calling and timing, verbiage change for improving performance

• Sales breakup– Because of breakup and tracking through the dashboard we

got to know that Outbound tags were not performing up to the mark

– An analysis was done and was found that NWSS and chordiant based tags were performing Good

– So focus on the related segment• Outbound tags sales• Get Real time NWSS leads• Rearranging the leads

Page 25: Vodafone summer internship

Analysis

Page 26: Vodafone summer internship

ImplementationMonth May-14 Last Date

recorded 26 May

2014

Particulars TeamLead Call Inflow MTD/Leads

Document Pickup Conversion Call Inflow

MTD Document

Pickup Conversion% Conversion Target

Absolute Target

Difference from actual

sales

Inbound

Skill 589

Sunil Kanojia 11711 610 5.21%

34234 1728 5.05% 7.00% 1900 172 Raza 9914 567 5.72% Gyan 6211 330 5.31%

Sunil Sharma 5568 171 3.07% Nitin 830 50 6.02%

Skill 639/IVR Shobhana 5074 215 4.24%

12817 379 2.96% 2.00% 653 274 Asha 7743 164 2.12%

Outbound Outbound tags Hetal 26783 132 0.49% 26783 132 0.49% 2.50% 375 243

Leads

Dongle Kavita 253 18 7.11% 253 18 7.11% 10.00% 25 7 Vodafone Care Kavita 3 0 0.00% 3 0 0.00% 75.00% 2 2

Fasttrack Kavita 2 0 0.00% 2 0 0.00% 75.00% 2 2 MNP Hetal 1628 341 20.95% 1628 341 20.95% 20.00% 326 -15 SMS Hetal 922 62 6.72% 922 62 6.72% 20.00% 184 122 HNI Sunil Kanojia 6 4 66.67% 6 4 66.67% 75.00% 5 1

Employee Sunil Kanojia 14 5 35.71% 14 5 35.71% 0.00% 0 -5 Prepaid MNP Prepaid Nitin 194 92 47.42% 194 92 47.42% 0.00% 100 8

Total 76856 2761 3.59% 3572 811

Sales Dashboard

Page 27: Vodafone summer internship

New verbiages

"Greetings Sir,This is Aisha from Vodafone,You had dropped in an SMS for a pre to postpaid connection; we have a special postpaid plan available to you delivered at your doorstep, is it the right time to talk?”

Page 28: Vodafone summer internship

IPL Season tickets 2014 contest

Page 29: Vodafone summer internship

Any Questions