THE BEST CONTACT CENTER INDONESIA 2015 INSTRUCTION This template should be used Only for The Best Operations category. Template can be modified, subject

THE BEST CONTACT CENTER INDONESIA 2015

INSTRUCTION

● This template should be used Only for The Best Operations category.

● Template can be modified, subject to your company template or regulation.

● Please do not change the sequence of content to avoid misunderstanding of evaluators.

● All information and data that presented have to be in period of Jan to Dec 2013 or April 2013 to March 2014.

● Estimated time to present, include Question and Answer is 45 minutes per categories.

COMPANY NAME

contact center brand

LOGO & BRANDING

Please provide logo including philosophy of logo and the rule of usage in internal or external communication.


1.1 VISION / MISSION

• Please provide your company vision and mission or to be specific to contact center vision and mission


1.2 OBJECTIVE OF CONTACT CENTER

• Please provide key objectives of contact center.• Please provide indicators to measure the objective.


1.3 CHALLENGES & CHANGES

• Please describe key change factors that impact on contact center services or activities and indicate potential risk that impact on contact center services in-term of continuity of service, financial, reputation, workload and operation.

• Please describe about Business Continuity or Disaster Recovery Plan to anticipate change factors that potential impact on discontinuity of services.


2.1 TYPE OF CUSTOMER

• Please provide number of customer of the company compare to the number of customer of contact center based on type of customer or segment that required services from contact center.

Segment Total Customers Contact Center Services %

TOTAL


2.2 SERVICE MEDIA / CHANNELS

• Please provide the number of services per day or per month per channel.

CHANNELS AVG. DAILY SERVICES %

CALLS

IVR

EMAIL

FAX

SMS/CHAT

FACEBOOK/TWITTER

VIDEO

TOTAL


2.3 TYPE OF SERVICES

• Please provide lists of services that contact center provide, with majority of top 5 to 10 services.

TYPE OF SERVICES AVG. MONTHLY SERVICES %

TOTAL


3.1 SERVICE MANAGEMENT

• Please describe key initiative to improve service delivery within contact center operation, include creativity to achieve Service Level, First Contact Resolution and Customer Satisfaction.


3.2 FORECASTING & SCHEDULING

• Please provide forecasting and scheduling methodology to make sure enough resources and the effectiveness to deliver service.

• Provide number of working shift, achievement of forecasting accuracy, occupancy rate and adherent to schedule.


3.3 QUALITY MANAGEMENT

• Please describe quality improvement and quality management methodology to achieve high quality of services.

• Please provide lists of compliance that implemented in contact center, including ISO certification, electronics transaction security and any regulation that related to the product or services in contact center.


4.1 ORGANIZATION STRUCTURE

• Please provide an organisational chart of your contact centre.

• Please provide the ratio of team leader to agent, the ratio of quality assurance to agent, ratio of desk control to agent, ratio supervisor to team leader and ratio manager to supervisor.


4.2 JOB GRADE & CAREER PATH

• Please provide job grade, remuneration (includes benefits) and career path for employee in contact center.


5.1 TECHNOLOGY ARCHITECTURE

• Please provide architecture and the framework of technology that utilized in contact center.

• Please provide lists of technology and capacity, including number of trunk line, number of seat per group of services.


5.2 APPLICATION

• Please provide key application that utilized by agents to perform their services.

• Please provide key application that utilized by management to monitor performance of contact center, monitor quality of service, monitor attendant and availability of agent and reporting business performance.


6.1 OPERATIONAL PERFORMANCE

• Please provide lists of key performance indicators and achievement within 1 year period. At least consists of Service Level, Abandon Rate, First Contact Resolution, Quality Score

KPI Target Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Service Level


6.2 COST STRUCTURE

• Please provide in percentage structure of your contact center costs and please provide your costs per call or cost per agent or cost per seat or others method to measure cost efficiency.

TYPE OF SERVICES AVG. MONTHLY COSTS %

Cost of Labor

TOTAL


6.3 CUSTOMER SATISFACTION INDEX

• Please provide method to measure customer satisfaction and the result of customer satisfaction index with 1 year.


7.1 ACHIEVEMENT

• Please provide lists of your contact center award and achievement that awarded by external party.


8.1 INFRASTRUCTURE

• Please provide all the rooms that provide within contact center to support services and support the activities of employee.

• Please explain how do you manage the availability of the space with green environment infrastructure.

• Please provide working environment to support employee to deliver the services, including ventilation, air conditioning, lighting, noise level, cleanliness, availability of toilets.

• Please provide information on healthy and safety procedure and communication to all employee of contact center.

• Please include related picture or video (if any).

THANK YOU

The Best Contact Center Indonesia 2015


INSTRUCTION

● This template should be used for the following categories : Business Contribution, Social Media, Technology Innovation, Employee Engagement.

● Template can be modified, subject to your company template or regulation.

● Please do not change the sequence of content to avoid misunderstanding of evaluators.

● All information and data that presented have to be in period of Jan to Dec 2013 or April 2013 to March 2014.

● Estimated time to present, include Question and Answer is 30 minutes per categories.

BUSINESS CONTRIBUTION / SOCIAL MEDIA / TECHNOLOGY INNOVATION

Company NameContact Center Brand/Name


1.1 BACKGROUND

• Please describe the main reason as the background of this development program implementation, include opportunities or obstacles encountered.


1.2 OBJECTIVE

• Please describe the objective along with targets and indicators to be achieved for the implementation of this development program.

• Please select one or more of the following indicators as targets of the program: Corporate Competitiveness, Income or Profits, Decrease / Cost Savings, Customer Satisfaction, Employee Satisfaction.


2.1 CREATIVITY

• Please describe the creativities which has been implemented during implementation of this development program.


2.2 IMPLEMENTATION

• Please describe the type of activities and periods of implementation, which has been implemented to support the achievement of the program objectives.


2.3 KEY RESOURCES

• Please describe the role and involvement of the contact center, either in groups or individually in the implementation of this program.

• Please describe the level of resources is required during implementation of the program, both in terms of labor and cost.


3.1 RESULT

• Please describe the impact that has been generated from implementation of the program, in accordance with the purpose of implementation of development programs.


3.2 KEY PERFORMANCE INDICATORS

• Please explain comparative performance achievement, before and after the implementation of development programs.

Key Performance Indicators (KPI)

Before the program (by date)

After the program (by date)

KPI #1

KPI #2

KPI # …

KPI #n


4.1 ADDITIONAL INFORMATION

● Please provide any additional information as evidence that able to support the implementation of program. Supporting information can be provided in the form of videos or photographs or images.

EMPLOYEE ENGAGEMENT

Company NameContact Center Brand/Name


1.1 BACKGROUND

• Please describe the main reason as the background of this development program implementation, include opportunities or obstacles encountered.


1.2 OBJECTIVE

• Please describe the objective along with targets and indicators to be achieved for the implementation of this development program.

• Please select one or more of the following indicators as targets of the program: Corporate Competitiveness, Income or Profits, Decrease / Cost Savings, Customer Satisfaction, Employee Satisfaction.


2.1 RECRUITMENT PROGRAM

• Please provide recruitment programs with 1 year period, including type of recruitment and number of hired employee. Please include any creative ideas that has been implemented as new recruitment programs (if any).


2.2 TRAINING PROGRAM

• Please provide lists of training program, including information on average man-days or man-hours per employee training. Please include any creative ideas that has been implemented as new training programs (if any).

• Please provide any certification programs that has been implemented within 1 year for employee both internal and external to perform the job.


2.3 RETENTION PROGRAM

• Please provide any retention and motivation programs that has been implemented within 1 year for employee to retain them in contact center. Please include any creative ideas that has been implemented as new retention programs (if any).


3.1 TURNOVER & RETENTION RATE

• Please provide number of agent that leave contact center and number of agent that provide services month by month within 1 year period.

KPI Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Total Agent

New Agent

Agent Resign

Turnover Rate (%)


3.2 EMPLOYEE SATISFACTION

• Please provide methodology to measure employee satisfaction index and employee engagement, include comparative performance achievement, before and after the implementation of development programs.

Key Performance Indicators (KPI) Methodology

Before the program (by

date)

After the program (by

date)

Employee Satisfaction Index

Employee Engagement

Other KPI


4.1 ADDITIONAL INFORMATION

● Please provide any additional information as evidence that able to support the implementation of program. Supporting information can be provided in the form of videos or photographs or images.

Documents

THE BEST CONTACT CENTER INDONESIA 2015 INSTRUCTION This template should be used Only for The Best Operations category. Template can be modified, subject