CUSTOMER INTERACTION MANAGEMENT SOLUTIONFOR

RANDSTAD INDIA

June 2015

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Existing Set-up

• Call center (Altis) - 5 agents• 2 types of target - candidate leads ( to fulfill existing job requirement) &

client leads (to get new corporates/ job requirements)• Toll free no. is advertised - 150 outbound and 200 inbound calls daily. Out of

this, 80% is candidate leads.• Also has lead management tool from Lead Squared• Current activities include outbound calling, SMS notifications, Email

Notifications

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Constraints with Existing Set-up

• Lack of transparency, Monitoring and Control of inbound and outbound interactions

• RoI from a marketing campaign is not quantifiable

• Leads leakage

• Multiple systems used

• Lack of MIS reports to facilitate informed decision making

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Proposed Solution – Inbound InteractionsMarketing Channel

Objective Particulars Business Outcome

Voice Inbound calls to be handled by Agents or “Account Manager Directly

• A Smart Virtual Number published Centrally (E.g.: 1800 no) for Sales

• Call routing done based on business rules

• Cloud system integrated with existing databases/systems facilitating automatic updation of leads

Voice Customer Management

• A Smart Virtual Number published for existing accounts (Eg: A dedicated Service No. per corporate client)

• Step change in customer experience

• Context of the call can be extracted for each call

• Calls can be routed directly to the Account Manager’s team/Call Centre based on the context of the call

SMS To receive leads through SMS and engineer response as per business rules

• An SMS number published in Randstad marketing collaterals

• Based on response to SMS, system triggers an auto call back

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Proposed Solution – Inbound InteractionsMarketing Channel

Objective Particulars Business Outcome

Voice Manage Flash Recruitment Drives and Events

• A Smart Missed Call Number to be published

• Prospects are invited to give a missed call to the number to confirm their availability for the recruitment drive

• MIS reports can be extracted from the cloud application for informed decision making

• Manage Recruitment Drives better based on candidates expected

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Proposed Solution – Outbound InteractionsMarketing Channel

Objective Particulars Business Outcome

Voice Notification of Messages

• A Mass Notification Application used to play a “pre-recorded Voice Message” to leads/candidates from Randstad

• A return path to connect to Randstad should the candidate want to seek any clarifications.

• MIS reports generated by Cloud system on the status of messages

• Reduce Manual intervention for notifying people.

• Improved efficiency

SMS SMS Notifications

• Mass Notifications send to candidates/prospects via SMS

• Reduce Manual intervention for notifying people.

Prospect gives a call to “Randstad dedicated Service Desk Helpline” Number offered to a corporate customer

Welcome Message/IVR Play

All calls are monitored and recorded. Randstad has access to call data records and call recordings

Call Managed by Reliance Cloud

Randstad Account Executive 1*

Corporate Account Exec 2

Corporate Account Exec N

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Randstad Call Centre

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*Calls may be connected to fixed line or mobile phones depending on business rules*Calls may be connected in parallel, sequential hunt or round robin.*Through a dedicated Service Helpline, each corporate customer can be treated in a “special way”*integration with existing systems possible

If none of the dedicated team members answer the call, the call is directed to call centre

Sample Use Cases – Managing Corporate Customers

Prospect responds to a Randstad campaign by giving a missed call to a published number

R-T Server

System sends SMS acknowledgement

Randstad Representative

System extracts mobile number of prospect. As per business rules, system calls Randstad representative (or call centre).

While the Randstad Executive is on call, system calls back the prospect and connects both parties. Calls are monitored and Recorded. System generates call reports.

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Sample Use Cases – Leverage the capability of the missed call for managing mass recruitment campaigns

System generates CDRs and call recordings. Central Admin - Review Call Details Records

on web portal.

System sends the voice message to the pre-defined group of recipient numbers

Recipients N

Prospect

User logs into a web portal to initiate a voice notification to a pre-defined group

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• A pre-recorded voice message may also be used.• A return path may be configured wherein the prospect selects an option

to connect back to the calling party (Eg: Press # to talk to us)

Recipient 1

Call022 33045xxx

User enters the mobile number. System gives a call to the number and prompts the user to record voice message

User selects the voice file and attaches the list of mobile numbers of recipient group and clicks send message.

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Sample Use Cases – Voice Notifications

Next Step

• Identify key areas for value addition• Requirements gathering • Propose solution based on requirements outlined

Thank you!

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