Презентация на тему KellyConnect

campaigns
Additional functionality

2nd line

Complaints handling

Feedback

YandexMarket









E-mail
HR



HR

services provided– 9 lines and 5 additional functions
two-level support

with a following division in IVR:
- Clients requests line
- Expert line
Outgoing campaigns:
- Delivery post-sales services (PPO)
- Teleselling post-sales services(PPO)
- Online orders post-selling services (PPO)
- Complaints handling
Back-up for the headquarter's Reception
Postcall IVR – evaluation of satisfaction with hypermarkets service
Internal support for OBI employees
OBI Club loyalty program
Staff recruitment line
Sales support via on-line services on OBI web-site
Offering concomitant goods
Processing of Info mailbox
Processing of HR mailbox
Feedback allocation
Allocation of Yandex Market orders

Number of hypermarkets supported - 3
Number of services provided - 3 lines
Outgoing campaigns - Delivery post sales services

Current situation on the project - 2016

Project started in 2011

line's operators in order to check the card status

(blocked/active), check the card's balance, create a transaction code if a cashier is in an offline mode.
Online orders (http://www.obi.de/obiccc/index.html)
Status clarification of "Order and collect", "Order and Delivery" orders
Platform for requests (https://obi-crm.interaxi)
keeping record of clients' requests received via telephone, e-mail, feedback, for handing them over to responsible employees and collecting statistical data Checking status of OBI CLUB cards
YandexMarket (https://partner.market.yandex.ru)
receiving orders for their processing and placing on the OBI web-site, specifying all the client's data and details of delivery/self pick-up of goods

External systems, used by employees

resources
Client support
Satisfaction survey
Processing of received complaints
E-mail
handling
Hypermarkets' employees support
Account manager
Ekaterina

Chernova

Two-level client support

OBI HQ Reception

Candidates survey

Feedback

Yandex Market

of customer orientation
Current employees training:
Game "Build a contact center"

basic level
Customer orientation
Emotions management
Analysis and handling problems

Training for managers:
Game "Build a contact center" management level
Staff recruitment
Basic management skills
Staff development
Training for staff and onboarding
I am manager. Influencing the result
Situational management

Additional training:
Time-management;
Personal effeciency
Coaching

Training system

calls listening
Providing feedback on mistakes
Introduction talk regarding rules and

regulations
Supervises probation

Hard-skill training
Real-time supervision
Providing feedback
Hard-skill testing

Initial training
Basic skills (soft-skills) training

Checking results

Supervision results

Mentorship system

activity (based on Erlang C model)
Calculation of the needed

number of employees
Arranging CC load with 30 minute intervals and allocation of calls duration within a day
Drawing up working schedules on the basis of received data
Comparison of schedules for a current and a following month in order to determine excessive resources

Weekly planning:
Comparison of current and expected load
Regular data update for making forecast

Resources management

...)
Call processing quality - goal 90% (% of calls

with an internal quality index higher than 80%)
Critical error - target index 95% (level of contact without critical errors)
Control procedures
Online calls listening
Sigle call listening
QA Analists, assigned with a ratio varying from 1: 1 to 1:50 to an employee for a client
Control over e-mail and other means of communication
Trainings
Calibrations
Once a month
External calibration with a client
Feedback
For an employee - opportunities
For a client - reporting and discussion
Internal quality reports
Next steps:
Implementation of self-assessment method for the purpose of increasing level of awareness of adviser's efficiency

Quality assurance

players
60% of operators are younger than 25
40% of employees

have been working on the project for more than 2 years

70% of operators have a higher and undergaduate education
Hobbies - photography, reading books, needlework etc.

decrease by 7%
Q2 – increase by 5%
Q3,4 –

no significant changes

The increase of calls volume in January 2015 is predetermined by an increased demand for products.
During the same month of 2016, according to the forecast, the situation was stabilized.

increase of load on dedicated operators is observed in

december regarding an increased number of requests on a new promotion "Singapore" and new year products. For the same reason the AHT was increased during this period.

In general, the AHT was significally decreased in 2016 on account of scenaries update and dialog process optimization.

request is handed over again to a responsible employee

for problem solving

on characteristics of goods and their usage (categories -

dry building mixtures, floor coverings)
Cross-sales - offering concomitant goods
Outgoing campaigns – assessment of clients satisfaction with delivery services, orders placed via telephone, online orders.
ON-line orders – step-by-step clients consultation on the features of placing order via web-site.
Internal employees support – providing consultation support on platform operation, efficient responses to questions regarding new promotions
Complaints processing – customer satisfactory survey with regard to complaint handling
Feedback – processing feedback received from clients, assigning a responsible employee for solving the issue
Yandex Market – processing of requests received via Yandex Market
Processing of mail – requests sent to info@obi.ru and requests from candidates sent to hr@obi.ru
OBI Club Loyalty program – client support on "OBI club" bonus program, discount program for new settlers, gift cards and current promotions.

OBI web-site
Replying comments on OBI company left in the

internet
Processing of messages in the online chat
Complete handling of calls received by OBI headquarters
Automation of registration for goods acceptance from suppliers similar to registration of candidates for an interview
Handling requests regarding conflict transactions on gift cards
Conducting additional satisfaction surveys
Further development of:
Expert line
Cross-sales
Internal support line for hypermarkets' employees

ORDERS, WHICH GENERATED PROFIT FOR OUR CLIENT
Key indicators of

the project 1

79% OF REQUESTS ARE CONVERTED INTO REAL ORDERS, INDICATING TOP-LEVEL SERVICE

Key indicators of the project 2

3
AT A CONVERSION RATE EQUAL TO6% THE AGGREGATE

SUM OF ORDERS ESTIMATES 40 MILLION RUB / YEAR OWING TO A HIGH LEVEL OF EXPERTISE OF OUR SPECIALISTS

HIGH PROFITABILITY OF THE PROJECT