must take picture of my cute face again i’m already cute.. nvm! yay! act cute time! cheese

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Must take picture of my cute face again I’m already cute.. Nvm! YAY! Act cute time! Cheese..

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Page 1: Must take picture of my cute face again I’m already cute.. Nvm! YAY! Act cute time! Cheese

Must take picture of my cute face again

I’m already cute.. Nvm!

YAY! Act cute time! Cheese..

Page 2: 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

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“ 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!

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Start Week 1 Introduction to CRMCC2 Receive Framework Project

BrainstormSupervisor’s Approval

Develop Framework

PowerPoint

Week 2 FrameworkPresentation

Frame Work Flow Chart

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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

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Start Week 1 Receive Aloha ProjectFigure out

SPSS Program

Split into 3 groups

Tabulate Survey Results

Week 2 Compile

Aloha Results Submit to Supervisor

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- 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:

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- 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

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- -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

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• To learn how to set up an inbound call centre to handle incoming calls.

• To understand the process of handling inbound calls effectively.

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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

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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.

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Serial No

Name

Address

Telephone

Age

Occupation

Race

Call Status

Extension Number

Feedbacks

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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

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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

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Prepare scripts

easy to be convincedcustomers

Difficult to be convincedcustomers

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• Compile result from the role play

• Analyze the result referring to the convention rate

• Recommend on our company’s marketing strategic

Internal Report

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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.

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• 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

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• 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.

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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

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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

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1. Late Delivery

2. Server Down

3. Wrong Payment

4. Damaged VCD

5. Rude Delivery Man

Recording

Recording

Recording

Recording

Recording

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• 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.

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Enter

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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