must take picture of my cute face again i’m already cute.. nvm! yay! act cute time! cheese
Post on 12-Jan-2016
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Must take picture of my cute face again
I’m already cute.. Nvm!
YAY! Act cute time! Cheese..
Content Page
•Our thoughts•Framework •Aloha Project•Inbound calls•Customer Acquisition •Service Recovery
•
“ I’ve learnt a lot of invaluable lessons in CRMCC 2.
I’ve made quite a number of new friends!
I’ve gained more confidence in myself!
CRMCC 2 is a heart-warming place!
If given another chance, I would want to stay in CRMCC 2!
I just love CRMCC 2!
Start Week 1 Introduction to CRMCC2 Receive Framework Project
BrainstormSupervisor’s Approval
Develop Framework
PowerPoint
Week 2 FrameworkPresentation
Frame Work Flow Chart
CRM Call Centre 2• Heart-warming but a very “cooling” place
• Deals with inbound and outbound calls
• A place where the best modes of communication gathers
Start Week 1 Receive Aloha ProjectFigure out
SPSS Program
Split into 3 groups
Tabulate Survey Results
Week 2 Compile
Aloha Results Submit to Supervisor
- 800 Survey done with Civil Servants through the use of Call centre
- 30 survey questions
- The previous batch from CC2 had done the call survey
- Key in all the data into SPSS program
- Split into 3 groups
Aloha Website:
- Put knowledge of SPSS into use
- Learnt time management between 2 projects
- Learnt how to effectively manage human resource
- Coordination between members
- How to manage tedious admin work
- -To juggle between 2 projects
- To meet daily targets
- To keep up with the speed of your partner
- Hassle to keep Serial No. in order
• To learn how to set up an inbound call centre to handle incoming calls.
• To understand the process of handling inbound calls effectively.
Customer Calls Call Agent receives the call
Call Agent determineCall type and update system
Customer explains the purpose of callCall agent add customer
information into the system
Call agent to updateClosing type
1) Each team is required to define 8 customer data fields
2) Each team need to brainstorm and listdown all the expected calls and write down 3 scenarios and get ready for the role play.
3) We need to set our Key Performance Indicator also known as KPI
4) Compile the feedbacks of the calls made and have to submit a 5 page report which includes Introduction, Role of Your Call Centre, Key Performance Indicators Set, lessons learnt and recommendation to improve on the inbound call process. The dateline for the report is Week 3.
Serial No
Name
Address
Telephone
Age
Occupation
Race
Call Status
Extension Number
Feedbacks
www.geocities.com/vfmvideos/role_play_script.htm
Receive Customer Acquisition project
Do up Proposal
Supervisor’s Approval
Design Marketing Campaign
Write scripts Role Play Internal Report Compile Results
Customer Acquisition Report Week 5
Customer Acquisition Report Completed
Submit to Supervisor
Customer Acquisition Flow Chart
Proposal• Our company firstly plans to use
telemarketing radio station advertisements and road show as our main promotion tools
• We set our target audiences and advertisement period
• Design telemarketing campaign
Proposal
Prepare scripts
easy to be convincedcustomers
Difficult to be convincedcustomers
• Compile result from the role play
• Analyze the result referring to the convention rate
• Recommend on our company’s marketing strategic
Internal Report
Road show
Radio station advertisements
Tele-marketing
As we found out that tele-marketing is the most efficient, we set tele-marketing as our main marketing tools and follow by radio station advertisement and road show.
• To turn a dissatisfied customer to a satisfied customer
• Ability to handle difficult scenarios and turn an angry customer into a satisfied customer
• Ability to retain customers
• Ability to control personal emotions
• Each team is required to develop a service recovery process for both call centre and service centre touch points related to the nature of the business.
• Required to generate 5 complaint scenarios and responses to those complaints.
• Each team member has to role play over the phone as both complaint customers and call agents.
• Customers need to evaluate the call agent’s ability to handle complaint scenarios.
1. Did the CSO use proper greetings? Y/N
2. Did the CSO listen attentively Y/N
3. Did the CSO understand client’s complaint? Y/N
4. Was the CSO able to provide solution or alternative solution to the client? Y/N
5. Was the CSO able to manage the conversation? Y/N
6. Are you happy with the service after you have feedback your complaints? Y/N
7. What are your suggestions for improvement? Y/N
Angry customers call to complain
Call agent receives the call
Call agents try to resolve customer’s complains by providing alternatives/solutions
Call agent updates system and find out purpose of callsAngry customer
explains complain contents
Problem
Resolved
Escalate Customer complaints to top managementSatisfied Dissatisfied
1. Late Delivery
2. Server Down
3. Wrong Payment
4. Damaged VCD
5. Rude Delivery Man
Recording
Recording
Recording
Recording
Recording
http://www.geocities.com/vfmvideos
• Help to review call agents’ attitude towards inbound and outbound calls
• This will reduce conflicts between call agents, as each call agent will be identified the responsibilities they had to bear.
• Can learn from one another the appropriate tele- communication skills
• Essential when identify important information revealed by other customers.
Enter
Credits…
Special thanks to…
Mr Bryan Phua
Ms Priscilla Li
Ms Laura Lam
Ms Liu Jia Xi
Mr Li Jia Wei
Ms Soh Wee Kee
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