Its all About Customer Journey
Deden Mulyana
Business Development & Strategic Manager
PT. VADS Indonesia
Puri VADS
JL. HR ...
VADS Berhad (VADS) is one of Malaysia’s leading Integrated Managed ICT/BPO
Service providers. VADS was incorporated on 29 ...
VISION
To become an international service excellence standard BPO, delivering total
solution to our customers, sharing mut...
PT VADS Provides
Social MediaData Center
Helpdesk/
Service desk
Contact Center
Service Solutions
Human Capital
Management
...
JAKARTA JOGJAKARTA Coming soon...
SEMARANG
PT VADS Client List based on Services
Training Full Outsourced Inbound
Managed Service Outbound, Social media
Indonesia Platinum Award 2012-2013
The Most Trusted Company Of The Year
From: Coordinating Minister of Economics and Peopl...
design for service???? this is service design???
journey maps promote emotional contact with insight,
distilling research ...
Customer Experience
Lifecycle
Coordination's
Develop new government for
customer service
Talents
Develop good customer
Service representative
Alignment
...
Alignment
Develop the Governance
Set the new KPI
Enhanced the Standard Operational Procedure
Enhanced the Business Process
Lets ...
Alignment
As a expertise in contact center and experienced in managing customers, VADS will work
hand in hand with you to ...
Coordination
15
Contact Center Relationship (Agents)
Team Leaders
Operations Manager
Governance Management
IT Technical Support
Reports...
Proposed Reporting and Analytics
Report Type Frequency /
Report Time
Scope Distribution List
Monthly Performance
Report
 ...
Talents
Access the Talents
Certified by international Certification
VADS will managed your Call Center KPI
Self Managed Managed Se...
Organization Chart
VADS Operations Manager
VADS Head of Operations
VADS
Share Resources
Reporting Human Capital
Shared Ops...
Targeting
Collect
Information
Customer
Information
Managed the customers Insight
Supported by the Technology
Contact Center - System Overview
Automatic Call Distribution (ACD) System
•Automatically distributed calls to agent & inte...
QMS
Knowledge
BaseVoice RecorderStorage
ServerReporting CRM
Local Area Network
Secondary Site (Jogjakarta)
QMS
Knowledge
B...
Budgeting
Tco
Profit
OUR OFFERING
By using a qualified outsource provider, you free your time and energy to focus on the core busine...
"Do what you do best and outsource the rest."
Tom Peters and Peter Drucker
Managed Service Framework
• Focus on Core-Business competencies
“Companies can focus on their core-business. This can be done by updating strategy a...
Thank you
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Preso vads indonesia 2

Published on: Mar 4, 2016
Source: www.slideshare.net


Transcripts - Preso vads indonesia 2

  • 1. Its all About Customer Journey Deden Mulyana Business Development & Strategic Manager PT. VADS Indonesia Puri VADS JL. HR Rasuna Said Kav H 1 - 2 12920 Setabudi - Jakarta Selatan (M) : +62 818 0202 1199 (T) : +62-21-5273320 ext. 22263 (F) : +62-21-5273323 Web: http://www.vads.co.id
  • 2. VADS Berhad (VADS) is one of Malaysia’s leading Integrated Managed ICT/BPO Service providers. VADS was incorporated on 29 November 1990 and formed in 1991 1991, Having grown from a joint venture between : PT VADS Indonesia (PT VADS) started its operations in Indonesia on December 1, 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
  • 3. VISION To 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 MISION To 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
  • 4. PT VADS Provides Social MediaData Center Helpdesk/ Service desk Contact Center Service Solutions Human Capital Management Customer Service Learning Center © 2014 PT VADS Indonesia – Confidential
  • 5. JAKARTA JOGJAKARTA Coming soon... SEMARANG
  • 6. PT VADS Client List based on Services Training Full Outsourced Inbound Managed Service Outbound, Social media
  • 7. Indonesia Platinum Award 2012-2013 The Most Trusted Company Of The Year From: Coordinating Minister of Economics and People Welfare 7 The Best Outsource Contact Center 2011by Contact Center Association of Singapore - APAC the best Contact Center Leader in the World November 2011 Contact Center World
  • 8. 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)
  • 9. Customer Experience Lifecycle
  • 10. Coordination's Develop new government for customer service Talents Develop good customer Service representative Alignment No Agreement on platform (KPI Reports) Budgeting Investment for supporting the technology Targeting Create a good data insight & Managed the right customers The Challenges In Implementation
  • 11. Alignment
  • 12. Develop the Governance Set the new KPI Enhanced the Standard Operational Procedure Enhanced the Business Process Lets Start the Engine
  • 13. 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
  • 14. Coordination
  • 15. 15 Contact Center Relationship (Agents) Team Leaders Operations Manager Governance Management IT Technical Support Reports and Analytics Workforce Management Quality Assurance Training and Development Knowledge Management Recruitment and Hiring Human 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 15 Coordination's
  • 16. Proposed 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
  • 17. Talents
  • 18. 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
  • 19. Organization Chart VADS Operations Manager VADS Head of Operations VADS Share Resources Reporting Human Capital Shared Ops Support resources Technology Support Client Account Management Dedicated resources Shared Ops Management resources Customer Service Relationship Team Leader 19 Quality Assurance Vendor Management Officer
  • 20. Targeting
  • 21. Collect Information Customer Information Managed the customers Insight
  • 22. Supported by the Technology
  • 23. 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
  • 24. QMS Knowledge BaseVoice RecorderStorage ServerReporting CRM Local Area Network Secondary Site (Jogjakarta) QMS Knowledge Base Voice Recorder Storage ServerReporting CRM Local Area Network Primary Site (Jakarta) Router & Firewall ISDN PRI Call Centre Telephony Call Centre Telephony Internet Connectivity Client’s Database System (if Any) Inbound Calls / Outbound Customers Telephony Number Client’s Office & Branches System Flow Design (Scenario) Internet Connectivity Router & Firewall
  • 25. Budgeting
  • 26. Tco Profit OUR OFFERING By 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
  • 27. "Do what you do best and outsource the rest." Tom Peters and Peter Drucker
  • 28. Managed Service Framework
  • 29. • 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
  • 30. Thank you

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