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Comdata Group New technologies to support the efficiency of the Contact Center

Comdata Group New technologies to support the efficiency of the Contact Center. 28 th November 2013. Agenda. Company overview Comdata Czech Innovation and best practices. Comdata: partner for business transformation . Experience and methods applied to our industrial model.

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Comdata Group New technologies to support the efficiency of the Contact Center

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  1. Comdata Group New technologies to support the efficiency of the Contact Center 28th November 2013

  2. Agenda • Company overview • Comdata Czech • Innovation and best practices

  3. Comdata: partner for business transformation Experience and methods applied to our industrial model Process Automation through non-invasive technology, preserving the investments already made by customers Operational orientation to manage complex processes and large volumes of business Technology Production Process Engineering Global Partner for Business Transformation:Ability to ensure the business results

  4. Comdata in the world Europe Latin America Rep. Ceca 400 FTE’S Romania 1.700 FTE’S Italy 7.000 FTE’S • Buenos Aires • 800 FTE’S • Turchia 1300 FTE

  5. Services, Volumes and locations Front-end Italy Czech Republic Romania Argentina 30 MlnTelephoneContacts Help Desk Italy Romania Argentina 12 MlnContacts Back Office Italy Czech Republic Romania Turkey Argentina 14 Mlnitems DocumentMngt 62 Mlninbounddocuments 14 Mlnfaxes Italy Romania

  6. Major Accounts Telco Energy Financial Services Industry

  7. Agenda • Company overview • Comdata Czech • Innovation and best practices

  8. Locations in Czech Rep: Comdata Czech is based on 2 locations: Ostrava in Silesia-Moravia, a region in the noth-east of Czech Republic; Chrudim in Bohemia, 100 km East of Prague. Both locations are offering easy recruitment and excellent qualified work-force.

  9. Ostrava Facility: Orchard Office Park • 500 sq. m • 86 operation positions • 2 training rooms (18+20) • 2 coaching rooms • Video conference equipment

  10. Ostrava Operations: Customer Care Center 100,000 inbound calls/monthly + outbound, managed from 100 operators in Czech language High qualified staff: 5 TLs; 2 quality; 2 trainers; 1 Operation manager; 2 planner + scheduler; 1 HR/adm. Possibility of Front-End Multilanguage and Back Office activities

  11. Chrudim Facility: Chrudim Building • 900 sq. m. • 200 operation positions • 2 training rooms (12+12) • 3 coaching rooms • Video conference equipment

  12. Chrudim Operations: Customer Care Center Customer Care Center 130,000 inbound calls/monthly + outbound, managed from 200 operators for collection; retention; ADSL; migration; up-sale and cross-sale activities; proactive campaigns. High qualified staff: 16 TLs; 2 quality; 2 trainers; 2 Operation manager; 3 planner + scheduler; 1 HR director. Possibility of Front-End Multilanguage and Back Office activities

  13. Agenda • Company overview • Partnership with Vodafone • Innovation and best practices

  14. Innovation • New channels for customer interaction in a digital way How social medias impact on Customer Relationship Management (Social CRM) The evolution of the mobile channel in the interaction with customers • Technological tools to support Back Office Operations

  15. How social medias impact on Customer Relationship Management With hundreds of millions of people accessing the variety of online social networks, the world’s ability to connect and share is limitless From a business standpoint, it has allowed companies to create a customer experience like never before

  16. How social medias impact on Customer Relationship Management This is the age of Social CRM, a different way of thinking about customer relationship management that focuses on using social media to enhance customer engagement How has the social media phenomenon changed the way companies interact with customers?  CRM SOCIAL MEDIA SOCIAL CRM What does socialphenomenon mean for customer relationship management (CRM)?

  17. Why Social Media and Social CRM? To better understand the changes in needs of the customers To retain customers who will be encouraged to discuss the opportunities for interactivity offers Why Social Media & Social CRM? Toincreaselead generation To improve the image that will be perceived as a company who knows how to innovate and to interpret customers needs To reserve a specific and customized service to users

  18. Comdata for Social & Social CRM Comdata offers a complete platform, C.Social, to help organizations in adopting a Social Strategy, managingrelationshipwithcustomersalsobySocial Channels • Comdata C.Socialhelps • organizationstoimprove: • CUSTOMER CARE SERVICES: Customer Care is enriched with all the resources that the web offers (e.g. comments on the various social profiles and business contacts) • SALES PERFORMANCES: Evidence of new opportunities online increase of sales channels • MARKETING ACTIONS:Planning and implementation of adv specific campaigns; control the course of the campaign using tools for monitoring conversations providing data on opinions, sales and brand reputation

  19. Innovation • New channels for customer interaction in a digital way How social medias impact on Customer Relationship Management (Social CRM) The evolution of the mobile channel in the interaction with customers • Technological tools to support Back Office Operations

  20. The evolution of the mobile channel in interaction with customers In recent years smartphone sales are soaring worldwide, and predictions are a continuous growth How this great growth influences interaction with customers?

  21. The evolution of the mobile channel in interaction with customers New technologies and new habits: New approach to the contact: • Self Service • Internet & Social • PhoneCall • Chat

  22. Comdata for the newmobilityapproach To manage this new way to communicate, Comdata proposes a specialized platform: UnifiedMobile Access • Visual IVR and VisualWorkFlow • Integrated live channel(Chat, Call e ScheduledCall) • InstantSharingofdigitalcontents • Customerexperiencetracking

  23. Comdata for the newmobilityapproach The new approach by mobile platforms allows immediate benefits: REDUCTION in frequency of the calls REDUCTION in duration of contacts BETTER CustomerExperience CostsQuality - +

  24. Innovation • New channels for customer interaction in a digital way How social medias impact on Customer Relationship Management (Social CRM) The evolution of the mobile channel in the interaction with customers • Technological tools to support Back Office Operations

  25. Technological tools to support Back Office Operations Back office actions can be made more effective and efficient by the adoption of modern technologies to support operations: Tools for the ASSIGNMENT OF WORK to available agents Tools that provide a UNIFIED VIEW of the customers and application Monitoring Tools for Back Office Operations

  26. Tools for the Assignment of Work: C.Contact Comdata proposes C.Contact, a specific solution to manage the Assignment of Work to available agents • Contact Management & Dispatching Module for supporting the operations of the contact center, both for activities of front/back office • Assignment to available agents based on their skills and business needs • Different operating models : inbound requests directly resolved and closed by first level, or assigned to back office staff / second level • IntegratedContactManagement • Back Office Governance • ContactsHistory • Multi-channelmanagementofrequests

  27. Tools for the Unified View: BSP Comdata proposes specific solutions to implement Unique Desktop for operators , COMDATA BSP • Collection of information from operational systems • Composition of all information on a single view • Automationof processing steps Operator Unique Desktop Centralized Access toapplicatioons Unique Access Log-in immediate results in terms of effectiveness and efficiency of Customer Service Operations

  28. MonitoringToolsfor Back Office Operations Comdata proposes specific solutions to monitor Back Office Operations and Performances Whatto monitor? • Incoming call and replays; actual vs. planned (FO) • Incoming, worked-out and suspended activitivities (BO) • Multi-site monitoring • Document classification activities • Performance details per type of activity (KPI) • Performance data of single activities (Drill Down) Bettermonitoring, Betterperformances

  29. Document Management Best Practice: New document archiving process LINEE DI BUSINESS piattaforme Point of Sale Each dealer sendsdocuments to the service center using a courier Best Practice vs cliente Shipping and processing are fullytracked FRONT END Toolbar – Strumento automatico per accrescere l’efficacia del canale di vendita telefonico Front End 2.0 – Piattaforma per navigazione efficiente del’IVR Maggiordomo – Piattaforma per l’integrazione front-ende back-end DMS Courier Web portal Documentspublished on Client’sIntranet BACK OFFICE CIT – Piattaforma per il dispatching e monitoring del back office (Cabina di Regia) Document Delivery Check-in DocumentPreparation Document Scanning Validation & Compliance Audit Classification & Indexing GESTIONE DOCUMENTALE COFAX – Piattaforma … CREDITO NEW SICRED – … Warehouse Signature and ID card checking (manual activity) Document indexing(semi-automated) Delivery istracked Documents are prepared for scanning (no sortingrequired) Client Comdata

  30. 4 6th November 2013 Comdata rewarded as start-up of the year in ITC/SSC category by CzechInvest and AFI Thanks for your attention

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