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Agenda
• Company overview
• Competencies and capabilities
• Touch point strategy
• Partnership approach
Company Overview
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About The Hinduja Group
• Established in 1914
• Multi billion $ turnover
• Operations in 42 countries
• Over 40,000 employees
• Investments in diverse and key industries
• Hinduja Foundation
Financial strength for growth and stability
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About Hinduja Global Solutions
• Majority ownership by Hinduja Group
• Global provider of BPO and customer support solutions
• $175 million in revenue | CAGR: 32%
• $100 million cash reserves
• 80 clients, 24 centers | 14,500 employees, 6 countries
USAPeoria, IL
Waterloo, IAEl Paso, TX
St. Louis, MOLyndhurst, NJ
Warrenville, IL
CanadaMontreal
PhilippinesManila
IndiaBangaloreChennaiMumbai
HyderabadMysore
Durgapur
MauritiusCyber City(BCP Site)
U.K.London
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Value System
Vision: To be a globally preferred business process transformation partner for our clients, creating value in their business through innovative outsourcing solutions.
Service ExcellenceCommitment to build lifetime customer loyalty through world-class service
Best PracticesBlend of thought leadership, total quality assurance and proactive improvements
Customer FocusProgression from achieving customer satisfaction to attaining customer delight
Develop higher affinity with client brand to deliver high-touch customer service
IntegrityAct ethically, honestly and with transparency
Mission: To Make Our Clients More Competitive.
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Business Philosophy … • Unwavering focus on partnership at every level and function
Client centric value system - focus on KPI management
Executive and senior management team involvement in client-level details
Add value to Client with proactive recommendations & cost savings
Identify up-sell & cross-sell opportunities to improve revenue per contact
Monthly scorecards
Webreporting
Business ReviewsCustomer case data
Consumer satisfaction & loyalty data
Operations performance data
Qualitative Input
Consumer feedback
Process improvement
New ideas & recommendationsIndustry trends &
Best practices
CSR round table discussions
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Business Investments …
People
Process
Technology
• Leadership development through online training• Tuition reimbursement to encourage personal
development• Six Sigma black belt Quality Director
• Cross-functional process improvement involvement• Lean Six Sigma and COPC• Carefully documented Standard Operating Procedures
• Oracle 11G Rac Cluster, Dell Blade servers• Web-based reporting and Aspect• Security and infrastructure upgrades • Nielsen BuzzMetrics for social media buzz tracking• Customer Analytics Management
Consistent investments to help our clients grow with the changing marketplace
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Technology Features
• Advanced Speech Recognition IVR Conversational and directed speech
Customer centric self service
Cost effective and highly scalable
• Nortel switch upgrade underwayIncreases flexibility and scalability
Expands capacity of in-center and home agents
• Nielsen BuzzMetricsIndustry-best tool for social media monitoring analysis
Allows HGS to deliver end-to-end social media management solutions
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Customer Centric Analytics
• Merge customer satisfaction data with customer case dataDrill down to uncover the drivers of customer satisfaction by customer type, contact type, and reason
Analysis delivers meaningful feedback of customer tolerance and reaction to products, promotions, service levels, and overall customer experience
• Integrate voice recordings with customer satisfaction data and customer case data
Our client can hear the voice of the customer by customer type, contact type, and reason or resolution
Ability to understand the degree of satisfaction and dissatisfaction across multiple attributes at the customer case level
Consistent focus on innovation
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Industry Recognition
One of the Top ITES Companies in India
Winner Of Most Innovative BPO 2008 Philippines
Top 15 ITESBPO exporters FY
07/08
Top 10 Employers Employee Satisfaction/ HR Practices - 2008
One of the 200 “Best
under a Billion” Forbes Asia - 2005
Gold Medalist Competency
Development - 2008
Top 2 Call Centre Companies
globally - 2008
Gold Medalist Lean Six Sigma -
2008
Top 20 by Industry Focus – Healthcare
Top 10 – Services OfferedTop 10 – By Region Served
- 2008
Best Employer Brand Award (BPO) 2009
Best Employer Brand Award (BPO) 2009 Deloitte Fast50 –
Ranked # 30 - 2009
Deloitte Fast50 – Ranked # 30 - 2009
Competencies & Capabilities
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Industries
Automotive
Banking and Financial Services
Consumer Electronics
Consumer Packaged Goods
Consumer Products
Healthcare
Insurance
Logistics and Transportation
Media and Entertainment
Pharmaceuticals
Publishing
Restaurants
Retail
Technology
Telecommunications
Diverse industry experience, including the publishing industry
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F u l l S e r v i c e C o n t i n u u m . . . .
Actionable Customer Relationship ManagementPhone I email I web I self-service I white mail I social media
Customer Acquisition
Customer Care
Product Support Dispute Resolution
Collections
Analytics & Research
Fulfillment
Customer Experience - Full Service Continuum
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F u l l S e r v i c e C o n t i n u u m D e t a i l s . . . .
Product Support
Billing Inquiries
Benefits detailing / Saves
Payment Reminders
Application Support
Payment Processing
Product Support
Dispute Management
Fulfillment & Back office
Collections
Premium Refunds
Software Support
Warranty Management
Claims Disputes & Appeal
Customer Follow-up
Campaign Management
Product Information
Customer Enrollment
Inbound Sales
Order Processing
Customer Acquisition
Welcome Calling
Outbound Sales
Claims ProcessingCoupons Scanning /
Data Entry
Customer Care
Mass mailing / Print on Demand
Custom Letters / Brochures
Helpdesk Services
Level I,II, and IIITechnical Support
IVR / VRU
Up-sell /Cross-sell
General Inquiries
Analytics & Market Research
Competitive Research
CSAT Analytics
Customer Profiling
Analytics and Modeling
Loyalty Surveys
Full Service Continuum Details
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Case Study: Yellow Pages Industry ClientClient Since
Program Size
Channels
Solutions
Challenge
Program Highlights
2005
45 CSRs
Inbound and outbound calls, e-mail, fax
General and billing inquiries | business profile updating | customer education | email and fax support
In-house operations with low productivity & high cost structure | decentralized and inefficient operations
50% reduction in time to train new agents
Reduced average handle time by 35%
Enhanced issue resolution
Developed 200-page training manual
Yellow pages industry experience with proven cost savings and operational efficiencies
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Case Study: Yellow Pages Industry Client
•In-house operations
•Low productivity
•High cost structure
•Decentralized operations
•Six-week training time
•Average handle time >9 minutes
•Audited operational processes
•Developed 200-page training manual
•Centralized operations
•Implemented IVR and desktop faxing
•Incorporated customer education to build customer value
•Standardized advertising keywords to improve campaign effectiveness
•Reduced training time by 50%
•Reduced number of agents and client cost by 35%
•Enhanced issue resolution
•Maintained high customer satisfaction
The HGS Solution
Client Benefits
Client Challenges
•Lower cost
•Maximized customer experience
•Successful transition
•Greater efficiencies
Key Business Drivers
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Service typeProcessesLifeline Qualifications/ Area Code Hotline
Lifeline Ohio N&T Orders
Servicing
Spanish Sales Core (3.2/CRU/DX)
Winback and STIM
CPE
ASON Transfers
Southwest Full Service
IVR / VRU services
Up-sell / Cross-sell
Inbound Sales and Service
White mail / Fax
1992Troy, MILifeline
Qualification
1998Waterloo,
IALifeline
Qualification& Area Code
2005Servicing(Bronze)
2009
SouthwestFull
Service
2002(1Q)
El Paso, TXCPE Program
2002(4Q)
Spanish Sales And Winback
& STIM
2004Lifeline
N&T
2008ASON
Transfers
Multi-shore account Management (Peoria and Manila)– Headcount of 500 agents
18 years of partnership National Vendor of the year 2009
Case Study: Telecommunications Account Overview
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AHT
Quality Score
ASA
Service Level
Abandoned
rate
Basic Metrics
Reduction in # of
calls per order
12 month customer
retention
Increase in RPU
Increase in FCR
Higher CSAT
Business Drivers
Business Outcomes
Overall savings is approximately equal to USD 7 Million per year
Case Study: Telecommunications Results Overview
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Touch Point Strategy
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Care for your customer to grow your business
Know your Customer Deliver the experienceReach the Customer
Address channel proliferation – Print/Digital/Social Media etc.,
Create on ongoing two-way dialogue (direct & indirect)
Continuously monitor key drivers of Client/ Customer relationship
Develop loyalty even before the advertiser becomes your customer
Understand changing needs and behaviors (POS to continuous progression)
Stay close to valued customers
Improvise on ways to measure loyalty
Invest in Loyalty Analytics
Empower front line to build trust-based relationships
Incorporate aspects of Client business (POS to continuous progression), partner business and customer profiles
Coach and develop the front line to use benefits and brand reinforcing statements
Up-sell and cross-sell through advertiser education to add value
Design process flow for seamless communication among all partners impacting service
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Delivering a Seamless Care
• Understand and map all possible touch points
• Design and implement a seamless information flow from sales to renewal of relationship
• Warm transfers as necessary with our agents introducing customers and transferring case details over phone
• Customer interaction history tracked for additional information on calls and for Customer analytics
• A single customer case management system utilized by multiple teams
• Recommend quarterly video conference with all parties impacting service
Sales Continuous Progression
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Channels for Touch Point Solutions
IB/OB phone
Web chat
IVR self service for account balance/status, and payment remindersLive agent for customer care inquiries and sales opportunitiesBalance of self-service and live agent optimizes operations and cost
Interactive way to connect to customers on the web; navigation supportStrategic, proactive contact on decision-making web pagesWeb chat sessions increase team productivity and can increase sales
Connect with customers through the webInbound and outbound email campaigns strengthen relationshipsUsing “Contact Us” forms helps queue and prioritize email response
Letter fulfillment
Follow-up to business customer interactionsNext day letter fulfillment processing provides timely follow-upConfirms customer care/orders processed in writing; reinforces brand
Social mediaUnderstand business-customer buzz about Client and its servicesDevelop response strategy to solidify customer relationshipsConnects with customers using alternative channels communicates care
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Technology for Customer Touch Point Solutions
• Multi-channel case management systemsHierarchy design for service, reason, and resolution
Multi-channel customer tracking
Allows historical views of customer interactions to enhance customer care
• Email and web-chat systems Fully integrated with Client website for a seamless online presence
Web chat applications to initiate chats with business customers on specific sites
Contact Us pages hosted by HGS
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Technology for Customer Touch Point Solutions
• Natural speech recognition IVRHigh touch self-service
Ideal for account balance and payment status updates
Fully integrated into customer databases for dynamic solutions
• Social media management monitoringPowered by Nielsen BuzzMetrics
Monitors more than 100 million online sites
Provides trends and analysis on influence, frequency and tone
Partnership Solution
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Transition Process
• Proven implementation process
• Focused implementation team to manage all aspects of transition
• Weekly status meetings and reports
• Detailed project plan, fully transparent process
GoLive
Project Kick-off and
Planning
Design,Development
& Connectivity
RequirementsGathering and
Documentation
Recruiting and Hiring
Testing, Verification & Training
ProjectEvaluation &Acceptance
Smooth and seamless transition processes led by a dedicated project mgmt team
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4 Steps to Building Loyalty & Value for Client
Staff with the BestOur team will have a
passion for your offerings
Consumer Affairs Representatives
Train the cultureUnderstanding of your
offers & company culture
Reinforce qualityCustomized monitoring to
maximize performance
Celebrate successCelebrate team success
in reinforcing brand
Implementation is a critical path to success
1 2 3 4
Solution focused on customized elements designed for Client
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Staff with the Best …
• Build staffing profile in partnership with ClientEncourage participation from you in interviews/selection
• Seed program with experienced internal employees
• Use role-play to identify the best Client Company agentsHigh energy, customer-focused
• Dedicated Team Leader/Trainer focused on quality, coaching, and development
Separate Real Time team monitors schedules and breaks
1 2 3 4
Key to successful results starts with hiring the best people
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Recruiting and Hiring …
Initial HR Screening
Phone screen to assessskills & availability
Successful candidates scheduled For in-person interviews
Candidates pass a data entry test for speed and accuracy (talk & type)
Interview with a HR Representative
Role play with team leaders, listen to calls, & discuss work history
Final selection of new hires, reference & work history checks
Offers extended & drug-testing Completed for all candidates
Pre-
Scre
enin
g
On-Site Interview
sHGS will seek to recruit individuals with experience in: • Account management• Publishing or advertising industry• Customer care skills
Evaluate candidates for specialized skills: • Clearly articulate, energetic• Strong English language skills• Cultural fit / team mentality• Empathetic listening skills
1 2 3 4
Seek people who are uniquely skilled and experienced
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Train the culture …
• In partnership with you, we will recreate Client culture at HGS
Our agents will feel more connected to Client than to HGS
• Training kick-off meeting on 2nd day of training
Invite Client personnel to be on-site to convey the culture and reinforce products/commitment
• High energy, interactive training sessions including lots of role play
Energy and enthusiasm are contagious!
1 2 3 4
“I see your July payment is overdue. I can accept your payment over the phone if
you would like.”
“If you are happy with your web traffic, you may
be interested in Guaranteed Clicks solutions”
“I’m happy to help get you started by setting up your company’s Profile Page”
Training your culture translates to protecting brand integrity on your behalf
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Change Management
Service, Promotion, or System ChangesWhat is the complexity of the change?
Low ComplexitySAME DAY
E-mail notification or one-on-one
Medium Complexity
24 HOURSOne-on-one or
classroom training
High Complexity
48 HOURSClassroom
training
HGS Front-Line Team
Training Certification and Documentation
HGS Client Services and Operations Teams
1 2 3 4
Managing change and sharing information efficiently
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Performance Mgmt.
CUSTOMER COMPLIMENTS RECOGNIZED
ROUND TABLE PARTICIPATION
12 MONTH TRENDED KPI
PERFORMANCE
CUSTOMER SATISFACTION
SCORES
CSR OF THE MONTH
RECOGNITION
SKILL ENHANCEMENT TRAINING TEST
SCORES
Overall performance directly influences:
Quarterly shift bid ranking
Annual performance
reviews
1 2 3 4
Align personnel rewards with key metrics that drive exceptional performance
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Reinforce Quality …
ClientKey Personnel
Dedicated Team Leader
Operations Director
Operations Manager
Client Services Team
Qua
lity
Calib
ratio
n Te
am
Quality Monitoring
Scores
Customer Satisfaction Survey Data
Calibrated Quality Results
Call Calibration Sessions
High energy interactionRefer each consumer by his/her nameBuilding the Client brand: up-sell and cross - sell offers
Coaching and Development Opportunities
Identifies topics for CSR roundtable discussions
Drives process and performance improvement
1 2 3 4
Calibrating quality monitoring drives collaboration and generates ideas
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Process Improvement
Front-Line Input and Side-by-Side Audits
CSR roundtables and side-by-side audits identify areas for
improvement
Corporate Culture of Improvement
Weekly meetings and peer reviews help identify areas for
improvement
Global Input through Internal Reviews
Global team reviews to brainstorm on process
improvement ideas
Data Analysis and Reporting Use data to identify drivers of
consumer behavior and ID areas for training
GOAL:Provide ongoing list of
recommendations to reduce cost, improve loyalty, increase customer
satisfaction
1 2 3 4
Collaborative process improvement
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Celebrate Success …
• Highly interactive production go live Client involvement encouraged to provide floor support
• Project go-live celebration evening before / day of go live
• Encourage on-site celebrations and communication from Client
• HGS-published Client newsletter to share news and success with you and our front-line team
• Internal performance incentives and other fun contests promote team culture
1 2 3 4
Keeping employees happy and motivated
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Key Partnership Objectives …
Enhance Customer Loyalty Improve First Call Resolution
Optimize Staffing for Efficiency Continuous Process Improvement
Up-sell and Cross-sell Strategies Improve Customer Churn Rates
Provide World-class Customer Experience Partner with a global Leader in Customer Care Industry
Customer Retention
Cost Savings
Customer Growth
Overall Objectives
Key levers to achieve objectives: Value system, Lean Six Sigma & IVR/VRU
Your Customers. Our Priority.Global Solutions Delivered.
Anand Biradar, VP BD I [email protected] I +1 2012867741