THE BEST CONTACT CENTER INDONESIA 2016 INSTRUCTION This template should be used for all program...

THE BEST CONTACT CENTER INDONESIA 2016

INSTRUCTION

● This template should be used for all program categories.

● Template can be modified, subject to your company template or regulation.

● Please do not change the sequence of content to avoid misunderstanding of evaluators.

● All information and data that presented have to be in period of Jan to Dec 2015 or Jul 2015 to Jun 2016.

● Estimated time to present, include Question and Answer is 45 minutes per categories.

BUSINESS CONTRIBUTIONSOCIAL MEDIATECHNOLOGY INNOVATIONEMPLOYEE ENGAGEMENTWORKFORCE MANAGEMENT

Company NameContact Center Brand/Name

CATEGORY FOCUS

BUSINESS CONTRIBUTION

Revenue Generation or Profit or Cost Saving.

SOCIAL MEDIAMarketing or Customer Services Improvement.

TECHNOLOGY INNOVATION New Technology or Application.

EMPLOYEE ENGAGEMENT Employee Retention and Development.

WORKFORCE MANAGEMENT Recruitment, Forecasting or Fulfillment.


1.1 PROFILE

• One page executive summary about contact center profile.


1.2 KEY SERVICES

• One page executive summary about key services and business objectives of contact center.

NAME OF PROGRAM

Short description of the program


2.1 BACKGROUND

• Please describe the main reason as background of the program, include opportunities or obstacles encountered.


2.2 DATA ANALYSIS

• Please include data analysis as supporting information.


2.3 OBJECTIVE

• Please describe the objective includes targets and indicators to be achieved for implementation of the program.

• Please select at least one of the following indicators as target of the program: • Corporate Competitiveness or Capabilities.• Increase Income or Profits.• Cost Savings or Asset Utilization.• Customer Satisfaction or Retention or

Experiences.• Employee Satisfaction or Retention.


3.1 CREATIVITY

• Please describe the initiatives that has been implemented during implementation of this development program.


3.2 IMPLEMENTATION

• Please describe the key activities and periods of program, which has been implemented to support the achievement of program.


3.3 KEY RESOURCES

• Please describe the role and involvement of contact center, either in groups or individual in implementation of the program.

• Please describe the resources that required during implementation of the program, both in terms of labor and cost.


4.1 RESULT

• Please describe the impact that has been generated from implementation of the program, in accordance with the purpose of implementation of development programs.


4.2 KEY PERFORMANCE INDICATORS• Please explain comparative performance

achievement, before and after the implementation of development programs.

Key Performance Indicators (KPI)

Before the program (by date)

After the program (by date)

KPI #1

KPI #2

KPI # …

KPI #n


5.1 ADDITIONAL INFORMATION

● Please provide any additional information as evidence that able to support the implementation of program. Supporting information can be provided in the form of videos or photographs or images.


INSTRUCTION

● This template should be used Only for The Best Operations category.

● Template can be modified, subject to your company template or regulation.

● Please do not change the sequence of content to avoid misunderstanding of evaluators.

● All information and data that presented have to be in period of Jan to Dec 2015 or Jul 2015 to Jun 2016.

● Estimated time to present, include Question and Answer is 45 minutes per categories.

COMPANY NAME

contact center brand

LOGO & BRANDING

Please provide logo including philosophy of logo and the rule of usage in internal or external communication.


1.1 VISION / MISSION

• Please provide your company vision and mission or to be specific to contact center vision and mission


1.2 OBJECTIVE OF CONTACT CENTER• Please provide key objectives of contact

center.• Please provide indicators to measure the

objective.


1.3 CHALLENGES & CHANGES

• Please describe key change factors that impact on contact center services or activities and indicate potential risk that impact on contact center services in-term of continuity of service, financial, reputation, workload and operation.

• Please describe about Business Continuity or Disaster Recovery Plan to anticipate change factors that potential impact on discontinuity of services.


2.1 TYPE OF CUSTOMER

• Please provide number of customer of the company compare to the number of customer of contact center based on type of customer or segment that required services from contact center.

Segment Total Customers Contact Center Services %

TOTAL


2.2 SERVICE MEDIA / CHANNELS

• Please provide the number of services per day or per month per channel.

CHANNELS AVG. DAILY SERVICES %

CALLS

IVR

EMAIL

FAX

SMS/CHAT

FACEBOOK/TWITTER

VIDEO

TOTAL


2.3 TYPE OF SERVICES

• Please provide lists of services that contact center provide, with majority of top 5 to 10 services.

TYPE OF SERVICES AVG. MONTHLY SERVICES %

TOTAL


3.1 SERVICE MANAGEMENT

• Please describe key initiative to improve service delivery within contact center operation, include creativity to achieve Service Level, First Contact Resolution and Customer Satisfaction.


3.2 QUALITY MANAGEMENT

• Please describe quality improvement and quality management methodology to achieve high quality of services.

• Please provide lists of compliance that implemented in contact center, including ISO certification, electronics transaction security and any regulation that related to the product or services in contact center.


4.1 ORGANIZATION STRUCTURE

• Please provide an organisational chart of your contact center.

• Please provide the ratio of team leader to agent, the ratio of quality assurance to agent, ratio of desk control to agent, ratio supervisor to team leader and ratio manager to supervisor.


4.2 JOB GRADE & CAREER PATH

• Please provide job grade, remuneration (includes benefits) and career path for employee in contact center.


5.1 APPLICATION

• Please provide key application to deliver services.

• Please provide key application that utilized by management to monitor performance of contact center, monitor quality of service, monitor attendant and availability of agent and reporting business performance.


6.1 OPERATIONAL PERFORMANCE

• Please provide lists of key performance indicators and achievement within 1 year period. At least consists of Service Level, Abandon Rate, First Contact Resolution, Quality Score

KPI Target 1 2 3 4 5 6 7 8 9 10 11 12


6.2 COST STRUCTURE

• Please provide in percentage structure of your contact center costs and please provide your costs per call or cost per agent or cost per seat or others method to measure cost efficiency.

TYPE OF COST AVG. MONTHLY COSTS %

Cost of Labor

TOTAL


6.3 CUSTOMER SATISFACTION INDEX• Please provide method to measure customer

satisfaction and the result of customer satisfaction index with 1 year.


7.1 ACHIEVEMENT

• Please provide lists of your contact center award and achievement that awarded by external party.


8.1 INFRASTRUCTURE

• Please provide all the rooms that provide within contact center to support services and support the activities of employee.

• Please explain how do you manage the availability of the space with green environment infrastructure.

• Please provide working environment to support employee to deliver the services, including ventilation, air conditioning, lighting, noise level, cleanliness, availability of toilets.

• Please provide information on healthy and safety procedure and communication to all employee of contact center.

• Please include related picture or video (if any).

THANK YOU

The Best Contact Center Indonesia 2016

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