people managers presentation 17th ocotber
DESCRIPTION
Presentation for the People Managers Meeting -17th October 2013.TRANSCRIPT
Business Online
Online Capability 2013
Enterprise & Govt
Medium
Small
SOHO/MICRO
Online Ordering, Customer service Requests
BLUECLICK- Enhance service capability
BUSINESS PORTAL – Responsive Design
E-billing, Analysis & Reporting
O2 ANALYSERVersion Upgrade
MY ACCOUNT
Driving awareness & adoption of Online services
Online Ambition 2014
Single Sign On
• One username/Password
• Simple navigation from one service to another
• Responsive – best experience across Mobile, Tablet & Desktop
Real Time
• Automate services• Suspend/Restore• Get PUK• Activate
Replacement SIM• M2M requests• Change add ons
• Order processing• Stock levels• Invoice & payments
online
Awareness & Adoption
• Integral part of the service model for Business customers measured by:
• Registrations• Logins• Usage• Call reduction • Efficiency
Online Ambition 2014
Customer Experience from Good to Great
Business Support & Optimum Business TeamAllissa Morrissey, Edelle Barry & Eva Devine
Evolving our People and winning for our customers
6
SME and Enterprise end user Support model
Small, Micro, Micro Grow and SOHO
Eva Devine
Business Support
Edelle Barry
TAM Support &Optimum Business
Allissa Morrissey
Business Support
Business Support Model
52 employees across the teams 179,756 Business Calls answered in 2013 so far
within 62 seconds 62% of all calls answered in under 30 seconds
7
Enterprise
1,004
Medium
772
Small
3,202
Micro Business Grow
1,559
Micro Business
5,869
SoHo
33,620
Account Support
Breakdown of Accounts across the Segments
Primary Support
End User Support
8
The Evolution
2011 to 2012
• 2 Teams• Blended queues with
consumer• Consumer based
sales• Total Recall managed
by consumer
2012 to 2013
• 3 Teams• Optimum Team• Total Recall• Webchat• Streamlining hours• Fixed Billing• Sales Through service• Online Incentive
2013 to 2014
• Introduce all business webchats
• Reducing calls – self service online
• Embed sales through service
• CSAT Target
55% CSAT 60+% CSAT40+% CSAT
9
Achievements
Q1 Q2 Q30
500
1000
1500
2000
2500
3000
511 653489
666
2088
2575
Recontracts 2012 vs 2013
2012
2013
Business Online PortalBusiness Support have registered
11,000+ customers
10
What our customers are saying about us…
Reddy O’Connor & Co“Niamh was excellent and my query
could not have been handled in a more professional manner. My compliments
to Niamh”
‘Helen in care was excellent she dealt with my query professionally and sorted
everything out . the more Helens’ o2 have the better! ‘
‘Overall service provided very satisfactory, felt a valued customer, hope trend will
continue . ‘
Abbey Crest Traders” “The agent that handled my query was very knowledgeable and very courteous. Employ more of these
people!”
Bernard Fitzpatrick & Associate“Agent was excellent and he was
very clear and precise in the advice he gave me. As I said at the outset,10 out of10 brilliant”
Eneas McNulty – SPT“Very positive interaction with the customer care agent - all round very helpful. Thanks.”
Centra“It is a pleasure to deal with your staff, they are the best – always so helpful”
Lynn Dromey - SPT“Very happy with the service from
o2, so much so that yesterday I extended my contract for home
phone and broadband for another 12 months.”
Gillan Burdon – Sole Trader“Ann Marie was professional, helpful
and friendly. I thank the day I left vodafone for o2. Excellent service
hope it continue under 3!”
Business Implementation
Telefónica Multinational Solutions
Implementation overview
Products Projects (#) CommentAccess Point Name (APN) 2 Corporate Private Network (CPN) 95 new, 4 changes / upgradesE-Health 1new areaFixed Voice Migration 6incl CRHManaged Services 3 DHL transformationMobile 3large mobile porting projectsManaged Fibre Circuits 4 MDM / APPs 3 M2M 1large project kicking offLocal Area Network (LAN) 2 Repeaters 30 SIP trunking 1 Unified Comms 4 Wide Area Networks (WAN) 7some large projects in this areaWi-fi 1 Wireless Leased Lines 30 107