Call Centre Crisis – Findings and recommendations

for Valuair 2006

By Ebnu EtherisManager Crisis Planing &

Learning

5 – Parts to this Presentation

1. Process Flows2. Team structure3. People development initiatives4. Performance recognition system –

intrinsic and extrinsic, detailing findings for 1 day

5. Technology – Phone system

Core Processes Call

Categorizations

Enquiry Booking Payment Change Complaints

Comparison Of Prices

Web page Queries

Adhoc Promotions Refunds

Booking – Process Flow

Time line

Call

Verify Departure dates/ arrival

Yes No Flight Not available Flight available

Input Name

Detail

Price

System Generates auto pricing

Input (Sabre)

Name

Input (Sabre)

Phone No.

Input (Sabre)

Fax

Input (Sabre)

E-mail

Inform Pax

PNR Code

Ensure Passenger details- PNR

Inform Pax to make payment within 48 hrs

Handle all other enquiry

Fax or E-mail is sent with itinerary

System is used to send e-mail

Common Queries

-Taxes, Luggage, payment mode and making changes

Booking Transaction is

complete

Zero minutes

7-8 minutes

Payment – Process FlowCall

Verify PNR code Yes No

PNR is invalid PNR is Valid

Confirm, Name, Cost of Ticket and

itinerary System Generates Pricing indication

Auto pricingInform Pax, price of

tickets

Time line

Zero minutes

3-4 minutes

Follow up activities on Printing the tickets

• Ensure tickets are printed

• Retrieve the tickets

•Tickets are separated into 2 sets

•Credit card Transaction slip is attached to each set

•1 set is given to Farizan

•1 set is kept for pax to collect at reception, or e-mail or fax as requested by the pax

Transact, Credit Card details at Nets Station

Get, Credit Card details of Pax

Transaction accepted

Create a Ticketing record

Transaction

Rejected

Issue and print tickets

End call and thank pax

4 minutes

Queries at payment Stage

When a booking is first made, Call centre agent must reiterate that the customer / passenger must revert back within 48 hrs to make the payment

Failing which the transaction is considered void

When passengers are quoted a different price at point of purchase, that is when the conversation is extended (leads to angry customer)

Difference in price quoted should suffice only if passenger calls to make payment after 48 hrs

Queries

CorporateSales

RedemptionAnd Vouchers

Asia TravelPromotions

Visa CardPromotions

AdhocQueries

Call Centre –

Marketing department needs to inform

• Pre launch briefing on any promotions 2 days prior to the actual launch

•SOP placed in call centre

Change – Process FlowCall

Verify PNR code Yes No

PNR is invalid PNR is Valid

Check availability of seats System Generates

indication to the next day availability

Inform Pax, of the Change Fee

charges of $30.00

Transact, Credit Card Authorization Station

Get, Credit Card details of Pax

Transaction accepted

Create a Ticketing record

Transaction

Rejected

Issue and print tickets

Time line

Zero minutes

3-4 minutes

Follow up activities on Printing the tickets

• Ensure tickets are printed

• Retrieve the tickets

•Tickets are separated into 2 sets

•Credit card Transaction slip is attached to each set

•1 set is given to Farizan

•1 set is kept for pax to collect at reception, or e-mail or fax as requested by the pax

End call and thank pax

4 minutes

Check, name, city pair and date of

departure

Include change fee receipt, MCR record

Refunds – Process FlowTime line

Call on Refund

Verify the category

Double transaction on the Web

Detail 2 PNR records

Check System for double booking and double PNR reference

Zero minutes

Medical reason Health warning or violence at

destination

Inform Pax, that CSO will check and revert soon after

Request for Medical certificate or

Doctor’s letter

Print out both PNRS

Complete Refund Form

Indicate, PNR cancelled and collate all documents

Send to Manager

Given to accounts

Complete Refund Form

Indicate, PNR cancelled and collate all documents

Send to Manager

Given to accounts

Pax is contacted and they are informed refund will be initiated

between 4-6 weeks

Inform Pax, that CSO will check and revert soon after

Verify with Manager

Yes No

Inform Pax refund is not approved

4 minutes

20 mins

Zero minutes

Handling Complaints

Complaint

Verify Type of

Complaint

Inaccurate Information

Zero minutes

Change Fees Early Bird Booking

Call Centre Agent addresses basic queries

4 minutes

Service failure

Irate Customer

Call Center agent informs Caller that Our Manager will revert and takes

down Contact number

Briefs Manager Ticketing and Reservation

Manager PR Revert complaintTo either of the manages

Call Customer

Call Centre Structure

Manager Sales and Reservation

Mr. Sim

Head Sales and Reservation

William Chua

Supervisor Ticketing

Farizan

Team of Customer Service Officers 1. Jerry2. Wendy3. Cheng4. Rahayu5. Amy6. Hanna7. Jeffery

Other Structures

Call Centre Manager

Customer Service Manager

Team Leader Shift 1

Service Champions

Team Leader Shift 2

Service Champions

Service Champions

Service Champions

Service Champions

Service Champions

Service Champions

Service Champions

Service Champions

Support Service Champions

Support Service Champions

Support Service Champions

Support Service Champions

Use of TempStaff from

Recruitment agencySingtel

IssuesWe do not have defined JD for Customer

Service Officers

- That needs to be defined as it is indicative of the person’s scope of responsibilities

Consideration to Call them Service Champions

Career Development Plans – Call Centre

Is there Any?

Can we identify, potential fit for the team members as we expand?

Sales

Cabin Crew

Team leads

Customer Service Executives, Managers

PR

Training and Development 1 day Customer Service skills Training

Program Reservations and Ticketing training (in place) OJT skills training at job site (Developed) Monitoring of performance

Identify Key Performance Index

What is lacking There are nil KPIStaff are not aware of their performanceTechnology is there to track staff

performance if they given a fixed work station

Identifying the KPI

Daily Report

Hourly Report

Agent Summary Report- by the dayBooking Details

Daily

Agent Summary- December Individual Performance – 4/12

CSO – we are not able tag a person to this code, due to free seating

Can we assigned Seating?

Identify performers

Flash outperformance

Consolidated Report – 4 December

15% call take Up rate

We had a team of 4 and we managed 15% take up rate of all calls in

With CSO 2 help,We should have taken 228 calls

or 27% of the calls

Sales Summary Report- 4 December

Consolidated Sales - $7,898.00 (manual figs tallied with the Sabre Report)

Total tickets Sold 244 staff worked on that day, excluding the

Supervisor

Staff Performance – 4 December Staff Agent Jerry Vivian Rahayu Hannah

Calls 20 13 57 40 14

Sales• -• $1559• $2040• $2877• $1072

Data shown Is for one day

ConsiderOther duties

Considerations – Technology – Phone System People – (full team), team leaders Support Team – envisaged promotion period, i.e announcement of new destinations Monitoring of performance KPI for each CSO Collective Targets and individual targets Recognition, intrinsic (no cost) Career advancement within

Reward SystemTeam basedBased on hitting the targets setTied in with the overall sales of the

department

Formula

Individual CallPick up Targets

Team CallPick Up Target

Individual SalesTarget

Team Salestarget

Simple IVR System

Call Centre

1 2 3 4 5

Destinations Fares On line Booking Booking Speak

D

Hardware with8 ports -5K-6K

Software with 5Options 5K -10K