Transcript Variables to consider

Operators and Service Providers`
Customer Service Experience
A BTCL perspective
Agenda
• Customer Service Experience
• Customer Experience Management
• Customer Experience Management Ecosystem
• Case Study : BTCL Contact Centre
2
Market Insight
•
Do you have a holistic view of your customers ?
•
Which of the following aspects do you
think should be included in the “telco”
definition of customer experience?
Source : Blog by Erin Harrison on April 17, http://blog.tmcnet.com/next-generation-communications/2012/04/telecom-operators-need-to-improveleadership-customer-experience-management.html,Survey results conducted by European Communications,
Customer Service Experience
Variables to consider :
QoS
Sales
Management
Alignment to
Strategy
Customer Care
Quality of Staff
Customer Lifecycle
Management
Order Handling
and inquiry
Workflow
Management
Loyalty Programmes
Enable efficient
operations
Contact Centre
Retail Stores
Social Media
Management
People
Workflow
Management
Process
Network Quality
Security
Billing Systems
Quality of Products
Devices supported
Data Quality
Business Intelligence &
Analytics
Technology
QoE
Stages
Awareness
Channels
Radio
TV
Print
Email
Direct Mailers
Reviews
Blog
Store
Dealers
Contact Centre
Stores
Dealers
Technicians
Promotions
Social Network
Newspaper reviews
responsibility
Marketing
PR
Sales
Wholesale
Sales
Customer Care
Wholesale
Sales
Customer Care
Wholesale
Technology
Sales
Customer Care
Wholesale
Technology
Desired
Behaviors
Customer Experience Management
Awareness of
Unique Value
Proposition
Request sales
Make purchase
Cross sell
Cancel services
Customer
satisfaction and
referrals
Consideration
See BTCL as credible
provider
Request engagement
Purchase
Retention
Advocacy
Customer Experience Management
Ecosystem
People
•
HPC, EOS, Policy Reviews
•
•
•
Understand Organizational
Strategy
Engaged Employees
Tools of Trade
Competent & Skilled
Documentation, OLA`s,
Champions, reengineering
3G/4G Roll Out, Network
Optimization, Conversion to IP
Network, Converged Billing System,
Technology
•
•
•
•
Reliable
Relevant
Futuristic
Products & Services
Processes
•
•
•
Customer Centric
Supporting Customer
Service Strategy
Efficient
Customer Satisfaction Index (%)
Case Study : BTCL Contact Centre
85
70
60
Contact Centre
Refurbishment
FMC Structure
deployment
Staff engagement
Rewards and recognition
New uniform deployed
Revised pay structure
50
Sept 13
Time
Sept 15
People
Process
Technology
• Understand Vision
• Engaged
• Motivated
•
•
•
•
• Higher capacity network
implemented
• Better processing capacity PCs
Process Optimization
Clear & Precise
Continuous re-engineering
Continuous education
Thank You
8