Visit Achievements Revised

8/8/2019 Visit Achievements Revised

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Report on NGCC benchmarking

visit China

Introduction

It is to be recalled that a team of 11 people from taskforce and project was sent

abroad (China) for 10 days for call center benchmarking visit. Three companies;

ZTE, China Telecom and China Unicom call centers were visited for this

benchmarking.

In this report, two major points have been covered. The first part deals with the

facts that we have got from the visit and the second major point focuses on what we

learned. The first part will try to show the general image of the call centers as per

out understanding where as the second part considers the first part and states what

we feel then.

Comment [m1]: When we get the document

from china Unicom call center, I hope we can ma

the report more comprehensive and of course it

be helpful for our job.


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Part 1: Facts Collected During the

Visit

Major points of discussion

y Outsourcing activities and experiencey Organizational design and system managementy Workforce managementy Module types and their basic features.y Type and number of customers served by the call centery Tariff for the services delivered to customersy Type and list of servicesy Number of operators and capacity of the systemy Shift managementy Gender combinationy Quality measurement(KPI)y Operator assisted cally KPI to be displayed on the LCDyyy y y y

1. ZTE call center (Shenzhen City)

Comment [m2]: Hassen and Nigussie: y our

points are to be included here , because I guess I

miss many. And the derivations are expected to

included in each respective point below or i n

additional item.


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y The call center is comprised of operators with engineering profession thatgive technical support service for ZTE customers / different operators

around the globe.And it is preferred to call it technical support center

rather than calling it call center

y They use NGCC system as a tool.y No outsourcing experiencey No Disaster recovery;y Maximum recommended shift hour is 6 hours.y Regarding workforce management;

o The operators are engineers,o 100 CSRso Three shiftso Shift arrangement is done manually;

y Some of the incentives given to CSRs (operators)o Day off;o Some money award;o Recognition letter;

y More or less they have similar modules with ours but they do not haveRota module to shift arrangement and forecasting. They arrange shifts

manually.

y Supervisor function focuses 75% on communication and coaching.y KPIs;

o Service KPIs SLA (90/10) this refers to the speed of answer, 90% in

10 seconds.

Abandonment rate (95% of the tickets should be resolved in24 hours)

o Quality KPIs Critical and non critical errors accuracy.

o Efficiency KPIs;


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AHT CSR utilization (85%) Cost per transaction

o One more point: If metric is not meeting the requirement for 75% ofthe time period, action is required.

2. China Telecom Sichuan Province Call Center (ChengduCity);

y They use NGCC system as a tool.y This call center serves for one Chinese province / Sichuan Province/ where

114 China Telecom branches scattered in 21 different regions with its

customer of 88.9 million.

y Has different call centers under it;o Customer Service call center (114) for value added services;o Manual service (10000) for information inquiry to customers ;o Automatic service (10001) like balance and directory inquiry to

Customer

o BPO call center for outsourcing (the one we visited)y Platform for all is centralized and it has disaster recovery.y 114 call centers gives service with fee and it is mainly set up to provide

important information (value added service) for customers, such as hotels

information, Map guide , advertising, tax, power and insurance company .

It has more than 600 million birr annual profit. Whereas 10000 and 10001

is free of charge as far as the caller is in the same province but when

calling from different province the caller should pay roaming charge.

y Workforce management;o For 10000 call center service there are 900 operators in total and

more than 70% of the operators are females;


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o For 114 call center service there are 800 operators in totalo For an agent four days leave permission in one month.o The call center work on three different shifts.

y KPIs used;o For inbound services;

Incoming calls Total calls accepted Total service time.

o For outbound services; Total calls; Successful calls;

y Media to support;o The call center support multimedia channel like Voice, Fax, Email,SMS and video

y LCD TV is serving to show the agent status which we couldnt have a lookdue to the location is different from the one we visited

y College and university degree is a criterion for the recruitment ofoperators. After recruitment of the operator ,30 days of training to be

conducted for those that are going to work 10000 call center services while

10 days for those to be assigned for 114 call center service.

y The china telecom operators are assigned for specific skill(specialized togive specific service)

y One of the motivation method is to prepare holiday gift for the operators.y China telecom gives three kind of outsourcing services;

o Reserving seat position with trained operators to give services ofthe interested organization whose DB is located in the call center

platform. Tariff rate is monthly rental.

o Fulfiling the above functionality but need integration work for theaccess of data directly from the interested company.Tariff rate is

monthly rental and once time payment for the integration work.


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o China telecom reserve platform resources to be monitored by theinterested company.The payment depends on the capacity the

resources to be allocated.

o

3. China Unicom Fuzhean Province Call Center (Fuzho City)y This call center is founded in 2001 and now NGCC system has been used.y Provides both Inbound and outbound servicesy Workforce management:

o Above 50% of the operators are degree holders;o 30%male and 70% female.o 70 seats and 150 CSRs currently but it has the capacity of 560

seats.

o For new operators, a training longing one month is provided.o One supervisor manages 12 people. But it is acceptable to assign 1

supervisor for 15 operators.

o Five shifts and seven days a weeko Shift arrangement is manual

y The report system can hold data as follows;o for at least three years for voice data ando For all times for other data, never deleted.

y There is Disaster recovery for the platform.y The call center gives services to 4.6 million customers of the china Unicom

in Fuzhean province.

y Free of charge for customers in the province .Customer out of the provinceshould pay.

y Daily average call is around 375,000.10 percent of the calls are complaint.y Average handling time is 110 seconds.y Organizational design is put next page;


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China Unicom Fuzhean Province call center organizational design

Customer service

call center

ComplaintTraining &

acquisition catalog

center

Production center Quality

Call out return

visit

10010 call in

Training

Recruitment

Edit

Complaint

handling

Complaint

expert

Complaint

analysis

Checking

Dial test

monitor

Business analysis

center

Comprehensive

business center

Human

Resource

Culture

System

Support


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y Business analysis center is the brain of the call centery KPIs (some)

o System call completing rate >= 99%o VIP customer service level >= 85% calls answered in 20 seconds.o Ordinary customers service level >= 75% calls answered in 20

seconds.

o 3G service level >= 85% in 20 seconds.o Seat utilization rate >=60%o First call resolution rate >=90% for 3G >= 95%.

y Evaluation ;o Operators are evaluated in quarterly basis.

y Different incentive measures are taken to help operators stay in the callcenter. Moreover, since 2010, the call center has a maxim saying Intensecare for employees as a result of high turnover rate before that and it

is now implementing that.

Some of the incentives are;

o Appreciation certificate;o Some money award;o Posting their names on board;o Best wishes during holidays;o Fulfillment of different facilities such as sport and recreational

centers.

o Etcy The rate of blocked calls and abandoned calls is less than 1%.

Logistics

Data

analysis

Production

scheduling


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y Average handling time for trouble tickets per service is;o Room service TT .. 2 hourso Charge exaggerated 16 hourso Network problem .. 48 hours

y Some of the outbound services;o To recommend new producto Notify feedbacko Announcing new product.

y Media of communication with customers is through SMS, voice, andinstant messages.

PART 2: What Did the Team Learned From

the Visit?

y Workforce managemento Working as call center operator is a monotonous task. Therefore; for

the operators to stay in working in the call center, it is necessary to

design some incentive policy. The policy may include the following;

Recognition letter ,,,,,,,, //////

y Outsourcingo .o .o .

y .

Comment [m3]: Let everyone drop your note

below. In the mean time, I will work on it and

compile with your. I will put one as example.


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y Recommendations

y ..

Visit Achievements Revised

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