Post on 05-Dec-2014
description
INBOUND SALES CHANNEL OF VODAFONE
Vikas SonwanePGDM – IB53
Month Week1 Week2 Week3 Week4
May
JuneImplementation at SCC
Process at SCC Analysis of Data at Vodafone
Strategize
Implementation at IBCC
Process at IBCC
Feedback at SCC
Feedback at IBCC
Summer Internship Program
Sales Channel Structure
Vodafone Sales and Marketing
Postpaid
37 Stores (Including
Mini Stores)
DSA (23 Entities)
Tele Calling Super Call Centre
Global Direct
CBA CSA MTO Channel
Prepaid
…
Support Centre Structure
CustomerSupport Centres
Prepaid
Serco(A’bad)
Serco(Pune)
Tech M (Pune)
Postpaid
Serco(Pune)
Serco(Mumbai)
Postpaid PG
Serco (Mumbai)
Super CC Sales Team Structure
General Manager
Team LeaderTeam Leader
TSE TSE TSE TSE TSE TSE
Team Leader
Customer calls Hotline
Tele Customer support Executive resolves complaint and gives a hot tip and transfers call to SCC
Inbound sales process at Vodafone
Tele Customer Sales Executive pitches for various connections
Pre-Postpaid, New Postpaid, MNP
Internet Dongle
OR
IBCC Sales Funnel
• Create KPI for customer support center with respect to sales domain• Create and implement
strategies to increase the transfers
• Create KPI for Super Call Centre Customer Executive• Create and implement
strategies to increase sales
• Analyze final sales and tweak strategies and provide feedback
Incoming Customer
Support Calls
Calls transferred To Super Call
CentreSales
IBCC Sales FunnelIncoming Customer
Support CallsSales
• Create KPI for customer support center with respect to sales domain• Create and implement
strategies to increase the transfers
• Create KPI for Super Call Centre Customer Executive• Create and implement
strategies to increase sales
• Analyze final sales and tweak strategies and provide feedback
Calls transferred To Super Call
Centre
Key performance indicators of Customer Support Centre
• Objective : - Increase Call transfers to Super CC• Track the absolute number of calls transferred
to Super Call Centre based on various parameters– Segment based transfers– Team leader wise transfers– Customer Support Executives wise transfers
Analysis
Strategies to improve call transfers
• Incentivize the CSEs for transferring calls to Super Call Centre
• Educate and bring in more visibility of the payout program by revamping the training module
• Introduce Rewards and Recognition programs– Basic principle is to set the average base transfer
rate higher– Employees would get motivated
Training Module
Implementation
26-05-2014
Ranking Team Leader Transfers till Date to
SCC
Calls to go for Eligibility
Daily Transfer Rate needed
Daily Approximate per agent transfer
1 Abdul Aziz Shaikh 379 121 61 calls per day 4 calls per agent 2 Vijayendra Kishorilal Jaiswal 196 304 152 calls per day 9 calls per agent 3 Deepak Vishwas Shelke 156 344 172 calls per day 10 calls per agent 4 Muktesh Ramprakash Ajgaonkar 138 362 181 calls per day 11 calls per agent 5 Madhavi Shivram Mallick 121 379 190 calls per day 11 calls per agent 6 Hussain Electricwala 93 407 204 calls per day 12 calls per agent 7 Rakesh Tukaram Parab 71 429 215 calls per day 12 calls per agent
Total 1154 2346 455
A KPI dashboard for the Vodafone Customer Support Centre
Rewards and Recognition Program
IVR Change to increase inbound calls
#4 #5#3#2#1
#4 #5#3#2#1 #6
Present Prepaid IVR Tree
#4 #5#3#2#1
#4 #5#3#2#1 #6
SuggestedNew Prepaid
IVR Tree
#4 #5#3#2#1
#4 #5#3#2#1 #6
Instead of giving all the information regarding pre to postpaid process directly transfer to SCC.Suggested Verbiage: - “For prepaid to postpaid migration at your doorstep press 1.”(Related translations in all the other languages as well)
Present Verbiage at #5:"For SIM loss, Prepaid to Postpaid migration, PUK, roaming or other IVR related information press 5"Suggested Verbiage at #5:"For Prepaid to Postpaid migration, SIM loss, PUK, roaming or other IVR related information press 5“(Related translations in all other languages
Suggested VerbiagesFor Prepaid
Incoming Customer
Support CallsSales
Calls transferred To Super Call
Centre
• Create KPI for customer support center with respect to sales domain• Create and implement
strategies to increase the transfers
• Create KPI for Super Call Centre Customer Executive• Create and implement
strategies to increase sales
• Analyze final sales and tweak strategies and provide feedback
Key performance indicators of Super Call Centre
• Objective : - Increase Sales through Super CC• Track the absolute number of sales through a
segmented dashboard based on following parameters – Inbound leads– Segment based leads– Team leader wise breakup
• Track performance based on the number of leads conversion
Strategies to improve Sales
• To improve productivity and efficiency– We rearranged the priority of the leads to be
approached based on past sales data research• Rewards and Recognition program
Sales Lead calling and timing, verbiage change for improving performance
• Sales breakup– Because of breakup and tracking through the dashboard we
got to know that Outbound tags were not performing up to the mark
– An analysis was done and was found that NWSS and chordiant based tags were performing Good
– So focus on the related segment• Outbound tags sales• Get Real time NWSS leads• Rearranging the leads
Analysis
ImplementationMonth May-14 Last Date
recorded 26 May
2014
Particulars TeamLead Call Inflow MTD/Leads
Document Pickup Conversion Call Inflow
MTD Document
Pickup Conversion% Conversion Target
Absolute Target
Difference from actual
sales
Inbound
Skill 589
Sunil Kanojia 11711 610 5.21%
34234 1728 5.05% 7.00% 1900 172 Raza 9914 567 5.72% Gyan 6211 330 5.31%
Sunil Sharma 5568 171 3.07% Nitin 830 50 6.02%
Skill 639/IVR Shobhana 5074 215 4.24%
12817 379 2.96% 2.00% 653 274 Asha 7743 164 2.12%
Outbound Outbound tags Hetal 26783 132 0.49% 26783 132 0.49% 2.50% 375 243
Leads
Dongle Kavita 253 18 7.11% 253 18 7.11% 10.00% 25 7 Vodafone Care Kavita 3 0 0.00% 3 0 0.00% 75.00% 2 2
Fasttrack Kavita 2 0 0.00% 2 0 0.00% 75.00% 2 2 MNP Hetal 1628 341 20.95% 1628 341 20.95% 20.00% 326 -15 SMS Hetal 922 62 6.72% 922 62 6.72% 20.00% 184 122 HNI Sunil Kanojia 6 4 66.67% 6 4 66.67% 75.00% 5 1
Employee Sunil Kanojia 14 5 35.71% 14 5 35.71% 0.00% 0 -5 Prepaid MNP Prepaid Nitin 194 92 47.42% 194 92 47.42% 0.00% 100 8
Total 76856 2761 3.59% 3572 811
Sales Dashboard
New verbiages
"Greetings Sir,This is Aisha from Vodafone,You had dropped in an SMS for a pre to postpaid connection; we have a special postpaid plan available to you delivered at your doorstep, is it the right time to talk?”
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Any Questions