Call centre – findings and recommendations
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The document provides recommendations for improving the call center operations at Valuair 2006 based on findings. It includes: 1) Analyzing core processes like booking, payment, changes and complaints and identifying issues like inconsistent pricing quotes. 2) Evaluating the team structure and lack of defined job descriptions. 3) Assessing training programs and the need for career development plans. 4) Highlighting the absence of key performance indicators (KPIs) and a performance recognition system. 5) Reviewing the phone system and technology to better track agent performance.
Call centre – findings and recommendations
- 1. Call Centre Crisis – Findings and recommendations for Valuair 2006 By Ebnu Etheris Manager Crisis Planing & Learning
- 2. 5 – Parts to this Presentation 1. Process Flows 2. Team structure 3. People development initiatives 4. Performance recognition system – intrinsic and extrinsic, detailing findings for 1 day 5. Technology – Phone system
- 3. Core Processes Call Categorizations Enquiry Booking Payment Change Complaints Comparison Of Prices Web page Queries Adhoc Promotions Refunds
- 4. Booking – Process Flow Time line Call Verify Departure dates/ arrival Yes No Flight Not availableFlight available Input Name Detail Price System Generates auto pricing Input (Sabre) Name Input (Sabre) Phone No. Input (Sabre) Fax Input (Sabre) E-mail Inform Pax PNR Code Ensure Passenger details- PNR Inform Pax to make payment within 48 hrs Handle all other enquiry Fax or E-mail is sent with itinerary System is used to send e- mail Common Queries -Taxes, Luggage, payment mode and making changes Booking Transaction is complete Zero minutes 7-8 minutes
- 5. Payment – Process Flow Call Verify PNR code Yes No PNR is invalidPNR is Valid Confirm, Name, Cost of Ticket and itinerary System Generates Pricing indication Auto pricing Inform Pax, price of tickets Time line Zero minutes 3-4 minutes Follow up activities on Printing the tickets • Ensure tickets are printed • Retrieve the tickets •Tickets are separated into 2 sets •Credit card Transaction slip is attached to each set •1 set is given to Farizan •1 set is kept for pax to collect at reception, or e-mail or fax as requested by the pax Transact, Credit Card details at Nets Station Get, Credit Card details of Pax Transaction accepted Create a Ticketing record Transaction Rejected Issue and print tickets End call and thank pax 4 minutes
- 6. Queries at payment Stage ï‚— When a booking is first made, Call centre agent must reiterate that the customer / passenger must revert back within 48 hrs to make the payment ï‚— Failing which the transaction is considered void ï‚— When passengers are quoted a different price at point of purchase, that is when the conversation is extended (leads to angry customer) ï‚— Difference in price quoted should suffice only if passenger calls to make payment after 48 hrs
- 7. Queries Corporate Sales Redemption And Vouchers Asia Travel Promotions Visa Card Promotions Adhoc Queries Call Centre – Marketing department needs to inform • Pre launch briefing on any promotions 2 days prior to the actual launch •SOP placed in call centre
- 8. Change – Process Flow Call Verify PNR code Yes No PNR is invalidPNR is Valid Check availability of seats System Generates indication to the next day availability Inform Pax, of the Change Fee charges of $30.00 Transact, Credit Card Authorization Station Get, Credit Card details of Pax Transaction accepted Create a Ticketing record Transaction Rejected Issue and print tickets Time line Zero minutes 3-4 minutes Follow up activities on Printing the tickets • Ensure tickets are printed • Retrieve the tickets •Tickets are separated into 2 sets •Credit card Transaction slip is attached to each set •1 set is given to Farizan •1 set is kept for pax to collect at reception, or e-mail or fax as requested by End call and thank pax 4 minutes Check, name, city pair and date of departure Include change fee receipt, MCR record
- 9. Refunds – Process Flow Time line Call on Refund Verify the category Double transaction on the Web Detail 2 PNR records Check System for double booking and double PNR reference Zero minutes Medical reason Health warning or violence at destination Inform Pax, that CSO will check and revert soon after Request for Medical certificate or Doctor’s letter Print out both PNRS Complete Refund Form Indicate, PNR cancelled and collate all documents Send to Manager Given to accounts Complete Refund Form Indicate, PNR cancelled and collate all documents Send to Manager Given to accounts Pax is contacted and they are informed refund will be initiated between 4-6 weeks Inform Pax, that CSO will check and revert soon after Verify with Manager Yes No Inform Pax refund is not approved 4 minutes 20 mins Zero minutes
- 10. Handling Complaints Complaint Verify Type of Complaint Inaccurate Information Zero minutes Change Fees Early Bird Booking Call Centre Agent addresses basic queries 4 minutes Service failure Irate Customer Call Center agent informs Caller that Our Manager will revert and takes down Contact number Briefs Manager Ticketing and Reservation Manager PR Revert complaint To either of the manages Call Customer
- 11. Call Centre Structure Manager Sales and Reservation Mr. Sim Manager Sales and Reservation Mr. Sim Head Sales and Reservation William Chua Head Sales and Reservation William Chua Supervisor Ticketing Farizan Supervisor Ticketing Farizan Team of Customer Service Officers 1. Jerry 2. Wendy 3. Cheng 4. Rahayu 5. Amy 6. Hanna 7. Jeffery Team of Customer Service Officers 1. Jerry 2. Wendy 3. Cheng 4. Rahayu 5. Amy 6. Hanna 7. Jeffery
- 12. Other Structures Call Centre Manager Call Centre Manager Customer Service Manager Customer Service Manager Team Leader Shift 1 Team Leader Shift 1 Service ChampionsService Champions Team Leader Shift 2 Team Leader Shift 2 Service ChampionsService ChampionsService ChampionsService Champions Service ChampionsService Champions Service ChampionsService Champions Service ChampionsService Champions Service ChampionsService Champions Service ChampionsService Champions Service ChampionsService Champions Support Service Champions Support Service Champions Support Service Champions Support Service Champions Use of Temp Staff from Recruitment agency Singtel
- 13. Issues We do not have defined JD for Customer Service Officers - That needs to be defined as it is indicative of the person’s scope of responsibilities Consideration to Call them Service Champions
- 14. Career Development Plans – Call Centre  Is there Any?  Can we identify, potential fit for the team members as we expand?  Sales  Cabin Crew  Team leads  Customer Service Executives, Managers  PR
- 15. Training and Development ï‚— 1 day Customer Service skills Training Program ï‚— Reservations and Ticketing training (in place) ï‚— OJT skills training at job site (Developed) ï‚— Monitoring of performance
- 16. Identify Key Performance Index What is lacking ï‚—There are nil KPI ï‚—Staff are not aware of their performance ï‚—Technology is there to track staff performance if they given a fixed work station
- 17. Identifying the KPI Daily ReportDaily Report Hourly ReportHourly Report Agent Summary Report- by the day Agent Summary Report- by the day Booking Details Daily Booking Details Daily
- 18. Agent Summary- December Individual Performance – 4/12 3 0 20 13 57 40 14 3 0 10 20 30 40 50 60 TB A CS O15 CS O2 CS O5 Calls Taken CSO – we are not able tag a person to this code, due to free seating Can we assigned Seating? Identify performers Flash out performance
- 19. Consolidated Report – 4 December 844 127 0 100 200 300 400 500 600 700 800 900 Calls in Calls taken 15% call take Up rate 15% call take Up rate We had a team of 4 and we managed 15% take up rate of all calls in With CSO 2 help, We should have taken 228 calls or 27% of the calls With CSO 2 help, We should have taken 228 calls or 27% of the calls
- 20. Sales Summary Report- 4 December ï‚—Consolidated Sales - $7,898.00 (manual figs tallied with the Sabre Report) ï‚—Total tickets Sold 24 ï‚—4 staff worked on that day, excluding the Supervisor
- 21. Staff Performance – 4 December Staff  Agent  Jerry  Vivian  Rahayu  Hannah Calls  20  13  57  40  14 Sales • - • $1559 • $2040 • $2877 • $1072 Data shown Is for one day Consider Other duties
- 22. Considerations –  Technology – Phone System  People – (full team), team leaders  Support Team – envisaged promotion period, i.e announcement of new destinations  Monitoring of performance  KPI for each CSO  Collective Targets and individual targets  Recognition, intrinsic (no cost)  Career advancement within
- 23. Reward System ï‚—Team based ï‚—Based on hitting the targets set ï‚—Tied in with the overall sales of the department Formula Individual Call Pick up Targets Individual Call Pick up Targets Team Call Pick Up Target Team Call Pick Up Target Individual Sales Target Individual Sales Target Team Sales target Team Sales target
- 24. Simple IVR System Call Centre 1 2 3 4 5 Destinations Fares On line Booking Booking Speak D Hardware with 8 ports - 5K-6K Software with 5 Options 5K -10K