Telkom Presentation: TAM Vaganza

TAM VAGANZA
SME Beyond Experience Through
Omni Channel
HIGHLIGHT
• Initiative Summary
• Situation Overview
• Understanding Market Needs
• Innovation & Execution
• Business Result
• International Award for TAM
TAM Function
for SME
I N I T I A T I V E S U M M A RY
PRESALES
1.
2.
Profiling
Product
Information
AFTER
SALES
SALES
1.
2.
3.
Offering
Negotiation
Solution Deal
1.
2.
3.
4.
Provisioning
Retention & Loyalty
Complain Handling
Revenue Collection
Engagement center
2016
2014
2013
Call center
2012
2011
2010
TAM Roadmad & Innovation
Miracle 60K Star Connect
TAM Vaganza
2015
Contact center
TAM in brief:
Advance
contact
center
1500250 designed to manage
SME customers by assigning tele
account managers (inbound and
outbound calls), including pre
sales s/d after sales activities.
TAM Smart Winning Team
TOT (Training of Trainer)
Call handling segmentation
Upselling Program
Profillling (Inbound & Outbound)
Vaganza Goal:
•
•
•
Customer engagement
Increase productivity
agent
Generate revenue
S I T UAT I O N OV E RV I E W
Market
Telkom
Business Account
Managet
SME IN NUMBER
• 56 million SME
• contribute to 59% GDP
• absorb 97% of Indonesian
workforce
• Low IT literacy (ICT
spending 0,5%)
TAM
(7x24 jam)
VAR
Competitor
Telco :
Isat,Fastnet,Bi
znet,XL dll
E-commerce :
Lazada,
tokopedia,blibli
dll
Global OTT :
Goolge, WA
Cloud
Service :
IBM,Oracle,
ISP
Telkom provide Tele Account contact centre through TAM 1500250 access
code, operated 7x24 hours, borderless throughout Indonesia as sales
channel and customer service for Indonesian SME.
U N D E R S TA N D I N G M A R K E T N E E D S
WHAT HAPPEN
SME is facing digital
infrastructure challenges
WHAT TO DO
HOW
Powerful channel to engage SME:
TAM 1500250
Indonesia digital era :16%
active internet users
elocity
ccurate
INPUT
Low ICT literacy on SME, needs more
awareness and engagement
oal
PROCESS
ugmented
SME Research :
• Digital tech open access to new
customers, can increase sales and
revenue
• 22% SME unable to access Internet
OUTPUT
urturing
uper
wesome
Source : Disarikan dari berbagai sumber
PROGRAM
I N N O VAT I O N & E X E C U T I O N
TAM Vaganza : Program Definition
1.
2.
3.
4.
1.
2.
3.
4.
1.
2.
3.
Use of data analytics
Agent Desktop single application
TAM Recruitment
Monitoring, coaching clinic, role play
agents, mystery call, product &
procedure test
Tiering agent: regular, top 1000 and
inbound team
Leveraging the offer: upgrade, cross
selling
PMR Agent formation and courtesy
greeting
Omni Channel for top 1000: chat,
whatsapp, phone, sms and e-mail
Super team development by condction
daily racing game, team building and
smart event
Instill pride in work, by receiving
customer testimony evaluation and
team leader sharing.
Involve in world contact center awards
I N N O VAT I O N & E X E C U T I O N
TAM Vaganza GOAL
Customer
Engagement



7x24 Omni channel
Experience (phone
in/out, SMS,email, site
visit TAM, social
media)
Dedicated Agent for
Top 1000 customer
End to end service
(product registration,
information, complaint
handling)
INPUT
Resource &
Quality
Increase
Productivity




Thight On floor
monitoring (wihin 2
hours)
Quality monitoring &
Scoring
Integrated Platform
for Analytic,
Operational and
Reporting
Tiering Agent career
path
PROCESS
Thight the process
Lead Generation



Inbound & Outbound
call Campaign
Team Building
Racing Games
(individual & team)
OUTPUT
Fun & Brilliant
Velocity, Accurate, Goal, Augmented, Nurturing, Zuper, Awesome
E X E C U T I O N : AC T I V I T I E S
TAM Vaganza : Inbound & Outbound Services
• Clear recruitment & test
• Effective Workforce
• Scripting Agent, Coaching
Clinic & Role play
• Tiring Agent Outbound
• Special Agent Top 1000
• TAM Discovery Analytic tools
Input : Resource & Quality
• Distinct agent recruitment
including communication ability,
intonation, less dialec, empaty
and psicological test.
• Workforce management
measured by traffic call and
1month projection
• Scripting is arranged by
specific quality monitoring:
opening, first call resolution,
caring, closing
• Coaching clinic & role play for
agent practices and skill
capablity
• Data analytic for effective
campaign
Process : Thight
•
•
•
•
•
•
On floor monitoring
Tight Handling
Interval monitoring
Top 1000 alert
IT Tools simplification
Delivery monitoring
• On floor monitoring by team
leader: handling time agent, idle
time, availability , and aux
• Handling time target: 240 second
per agent with first call resolution
priority
• Interval monitoring in every 30
minutes to monitor service level, and
success call ratio within 20 second
• Top 1000 alert by tools, to define
call in priority
• Top 1000 agent as career path
• TAM Discovery as single application
: input and dashboard
• PMR agent for delivery monitoring
•
•
•
•
•
Group Sharing
Rewarding & Games
Smart Event
Team Building
Ice Breaking
Output : fun & brilliant
• Agent appraisal program to
rise sense of belonging and
pride in working
• Daily group sharing as
media sharing and
knowledge update
• Daily and monthly
rewarding program for
qualified agent
• Smart event conducted as
place for building creativity,
in specific occational day:
new years, holy day, etc.
Velocity, Accurate, Goal, Augmented, Nurturing, Zuper, Awesome
1.Customer
engagement
2.Productivity
3.Lead Generation
E X E C U T I O N : D O C U M E N TAT I O N
Vaganza Program for Inbound & Outbound Agent
Develop TAM Discovery Analytic Tools
Product & Prosedur Test
Coaching Clinic
Role play & briefing
Form penilaian wawancara
Quality Monitoring
INPUT
E X E C U T I O N : D O C U M E N TAT I O N
Vaganza Program for Inbound & Outbound Agent
PROCESS
On floor monitoring
Clustering agent TOP1000
(career path)
Racing games dan rewards
OUTPUT
Smart Event Games
Activation monitoring
TAM Discovery Platform
Group Sharing & Ice Breaking
Team Building
Best Agent at CCW 2015
E X E C U T I O N : I M PAC T
Testimoni
RESULT
Customer satisfaction & loyalty survey TAM
2014
2015
Growth
79,79
84,25
6%
Source : CSLS DBS
Handilng Time Agent in Customer
Complain 2015
E X E C U T I O N : I M PAC T
TAM Site Visit : Benchmarked by other companies
Bank Mandiri
PT Admedika
Bank BNI
Taman Safari
Pemda DKI
Telkom TELSTRA
BCA Finance
Treveloka
BUSINESS RESULT
Best
Customer
Service
300%
Productivity
- Customer Top of Mind and
winning the heart of
customer. It has been proven
by winning in Contact Center
World 2015: Customer Service
Professional category
- Customer Satisfaction and
Loyaty Index 2015: 84,25
(grow 6% from 2014)
- Effective in complain handling
time to 235 second (from 240
sec in 2014)
- TAM Vaganza able to
increase sales agent
productivity from 1 sales
per day to 3 sales per day
- Productivity growth
incremental: 300%
Rp 28 M
Lead Generation
- TAM contribut to add
revenue Rp 28 Billion in
2015, for cost only Rp 15,7
Billion
- Benefit Cost Ratio = 1,8
I N T E R N AT I O N A L AWA R D
TAM 2015
Related link for International Award in 2015 for best customer service category:
http://www.contactcenterworld.com/video.aspx?id=T9KZl
3mhRVw&series=73DA3AA0-9CDB-40E1-AA9E60E960F2727D#divStartOfContent
http://www.contactcenterworld.com/video.a
spx?id=TiUbu1tbz0Y&series=73DA3AA09CDB-40E1-AA9E60E960F2727D#divStartOfContent
http://www.contactcenterworld.com/worlda
wards/regional-winners.aspx?id=f2c46e880074-47a3-ae13-0a7c3882b145
I N T E R N AT I O N A L AWA R D
TAM 2015
Media Coverage:
1. https://indonesiaproud.wordpress.com/2015/05/29/telkomraih-4-medali-emas-di-ajang-contact-center-world-asiapacific-singapura/
2. http://bumn.go.id/telkom/berita/487/TAM.DBS.Sabet.8.Med
ali.di.Ajang.APAC.Singapura
3. http://teknologi.news.viva.co.id/news/read/632972infomedia-bawa-pulang-16-medali-contact-center-asiapacific
4. http://inet.detik.com/read/2015/06/02/144703/2931460/328/
infomedia-juarai-ajang-contact-center-terbaik-asia-pasifik
5. http://kabarbisnis.com/read/283947/telkom-sabetpenghargaan-contact-center