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Csaba Kiss
Csaba Kiss

Linda, the shop manager, wants to better monitor her employees' performance and activities. She plans to collect records of all customer interactions from various systems to create a timeline of each agent's daily activities. This would allow Linda to analyze utilization, schedule efficiency, and compare performance across agents. With real data, Linda can provide targeted advice to help agents improve and make decisions to optimize the shop's workload and recognize top performers.

1 of 31
Meet Zoltan.
.Zoltan works in a .T-Point Shop .He is an agent
Zoltan mostly .. . sells. everything.
But often provide customer service .to various customers .. with a number of different problems.
Zoltan takes cash when customers pays their bills and Zoltan takes bill complaints as well..
but frequently he only answers questions ..from customers. .. from (very) frustrated customers.
If Zoltan handles customer requests according to the rules then all activities related to the customer request are booked/recorded .
in here Customer Care and Billing System of TMH
..or in here.. Prepaid System of TMH
or in here D B IC CRM system of TMH
.Meet Linda.. She is the shop manager, the boss of Zoltan She is responsible for the performance and the efficiency of shops
.and she is responsible for the performance of each agents . for their work .for their schedule
If the shop in a particular month does not achieve the required sales quota.. or the quality of the service or any required measure then.. ..it is hard to find for Linda, If this was caused by
that Zoltan was not efficient or he spent too much time with customer service or he was on a not-so-good schedule
..or because Zoltan is not always an angel.
That is a big headache for Linda how to help her colleges..to make the next month more successful
.therefore Linda had an idea to collect all records/log entries ..from all systems, that Zoltan and his colleges are using for customer management. and
..mark each activity on a timeline, like this: Zolt叩n: XXXX XX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXXXXXXX XX XXXX 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 ..and everyone from the shop: Betty: XX XX X X XXXX XXX XXX XXX XXXXX XXXX XXXX XX 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 P辿ter: XX XXXX XXXXXXXX XXXXXXXXX XXXXX XX XXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 : : Rita: XX XXXX XXXXXXXX XXXXXXXXX XXXXX XX XXXX XXXXXXX XXXXXXXX XXXX XXXXXXXXX XXXXXXX XXX X XXXX X XX XXXX XX X X X XXXX XXXX XXXXXX XXX X X X X XXXXXXXXXXXXXXX 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00
then she can research the activity of all agent in the shop. Even when she is not there.. .by the minute: 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 Zolt叩n XXXX XX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXXXXXXX XX XXXX Betty XX XX X X XXXX XXX XXX XXX XXXXX XXXX XXXX XX P辿ter XX XXXXXXXX XXXXXXXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXX XXXXX XX XXXX Rita XX XXXXXXXX XXXXXXXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXX XXXXX XX XXXX XXXXXXXX XXXXXXX XXX XXXX XXXX XXXXXXXXXXXXXXX AVERAGE XX XXXXX XXXXXX XXXX XX XXXXXX X XXXX X XX XX X X X XXX XXXX XX XXX X X X X XXXX XXXXX XX XXXX XXXXXXXX XXXXXXX XXX XXXX XXXX XXXXXX XXXX XXXXX
.if this data collection would happened automatically and periodically.. then Linda and the other shop managers can check the utilization of the shop. or the schedule of the agents
.e.g. Linda can help Zoltan and the other agents based on facts and real numbers
.for example this way .. Scoreboard for 2nd week of March: Agent Commission Overall Advice from Linda (sales Utilization performance) Ferenc Weak Medium Push for sell Betty Weak Weak Collect yourself P辿ter Strong Medium Keep up Rita Medium Strong Keep up
..this knowledge can be used for more control, to design better schedulethat better fits the workload of the shop..
or to choose and award the real star from the team
Linda can access easily for some crucial knowledge: 1. Utilization of a given agent Empty Low Medium High Full
Linda can access easily for some crucial knowledge: 2. The utilization by time period (30 minutes) on a given day
Linda can access easily for some crucial knowledge: 3. Comparison of agents for a given day, week, month
Linda can access easily for some crucial knowledge: 4. The workload of the days of a particular month
0% 20% 40% 60% 80% 100% Ar辿na T-Pont I. rk叩d T-Pont Baja T-Pont I. B辿k辿scsaba T-Pont I. Budafoki T-Pont I. Campona T-Pont I Debrecen T-Pont I. Debrecen T-Pont II. Duna Plaza T-Pont I. Duna炭jv叩ros T-Pont I. Eger T-Pont I. Europark T-Pont I. Gyr T-Pont I. Gyr T-Pont II. Kaposv叩r T-Pont I. Kaposv叩r T-Pont II. crucial knowledge: Kecskem辿t T-Pont I. Kecskem辿t T-Pont II. Mammut T-Pont Miskolc T-Pont I. Miskolc T-Pont III. MOM T-Pont I. Nagykanizsa T-Pont I. Ny鱈regyh叩za T-Pont I. Ny鱈regyh叩za T-Pont II. 5. Base activity effort (%) P辿cs T-Pont I. P辿cs T-Pont II. P辿cs T-Pont III. Petfi S. u. T-Pont I. P坦lus T-Pont I. What is the ratio of selling/serving? Si坦fok T-Pont I. Sopron T-Pont I Szeged T-Pont I. Szeged T-Pont III New Customer Sz辿kesfeh辿rv叩r T-Pont I. Unknown Activity Linda can access easily for some Walk-in Customer Sz辿kesfeh辿rv叩r T-Pont II. Szeksz叩rd T-Pont I. Szolnok T-Pont I. Szombathely T-Pont I. Szombathely T-Pont II. Tatab叩nya T-Pont I. Existing Customer - Cross/Up Sell Tatab叩nya T-Pont II. Veszpr辿m T-Pont I. Existing Customer - Customer Service Westend T-Pont I Zalaegerszeg T-Pont
With this knowledge Linda can better manage her agents, her shop and can help more effectively her agents
If you are curious for the tools that ..Linda uses. www.tudasbanya.hu

More Related Content

OpenShop

  • 2. .Zoltan works in a .T-Point Shop .He is an agent
  • 3. Zoltan mostly .. . sells. everything.
  • 4. But often provide customer service .to various customers .. with a number of different problems.
  • 5. Zoltan takes cash when customers pays their bills and Zoltan takes bill complaints as well..
  • 6. but frequently he only answers questions ..from customers. .. from (very) frustrated customers.
  • 7. If Zoltan handles customer requests according to the rules then all activities related to the customer request are booked/recorded .
  • 8. in here Customer Care and Billing System of TMH
  • 9. ..or in here.. Prepaid System of TMH
  • 10. or in here D B IC CRM system of TMH
  • 11. .Meet Linda.. She is the shop manager, the boss of Zoltan She is responsible for the performance and the efficiency of shops
  • 12. .and she is responsible for the performance of each agents . for their work .for their schedule
  • 13. If the shop in a particular month does not achieve the required sales quota.. or the quality of the service or any required measure then.. ..it is hard to find for Linda, If this was caused by
  • 14. that Zoltan was not efficient or he spent too much time with customer service or he was on a not-so-good schedule
  • 15. ..or because Zoltan is not always an angel.
  • 16. That is a big headache for Linda how to help her colleges..to make the next month more successful
  • 17. .therefore Linda had an idea to collect all records/log entries ..from all systems, that Zoltan and his colleges are using for customer management. and
  • 18. ..mark each activity on a timeline, like this: Zolt叩n: XXXX XX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXXXXXXX XX XXXX 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 ..and everyone from the shop: Betty: XX XX X X XXXX XXX XXX XXX XXXXX XXXX XXXX XX 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 P辿ter: XX XXXX XXXXXXXX XXXXXXXXX XXXXX XX XXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 : : Rita: XX XXXX XXXXXXXX XXXXXXXXX XXXXX XX XXXX XXXXXXX XXXXXXXX XXXX XXXXXXXXX XXXXXXX XXX X XXXX X XX XXXX XX X X X XXXX XXXX XXXXXX XXX X X X X XXXXXXXXXXXXXXX 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00
  • 19. then she can research the activity of all agent in the shop. Even when she is not there.. .by the minute: 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 Zolt叩n XXXX XX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXXXXXXX XX XXXX Betty XX XX X X XXXX XXX XXX XXX XXXXX XXXX XXXX XX P辿ter XX XXXXXXXX XXXXXXXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXX XXXXX XX XXXX Rita XX XXXXXXXX XXXXXXXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXX XXXXX XX XXXX XXXXXXXX XXXXXXX XXX XXXX XXXX XXXXXXXXXXXXXXX AVERAGE XX XXXXX XXXXXX XXXX XX XXXXXX X XXXX X XX XX X X X XXX XXXX XX XXX X X X X XXXX XXXXX XX XXXX XXXXXXXX XXXXXXX XXX XXXX XXXX XXXXXX XXXX XXXXX
  • 20. .if this data collection would happened automatically and periodically.. then Linda and the other shop managers can check the utilization of the shop. or the schedule of the agents
  • 21. .e.g. Linda can help Zoltan and the other agents based on facts and real numbers
  • 22. .for example this way .. Scoreboard for 2nd week of March: Agent Commission Overall Advice from Linda (sales Utilization performance) Ferenc Weak Medium Push for sell Betty Weak Weak Collect yourself P辿ter Strong Medium Keep up Rita Medium Strong Keep up
  • 23. ..this knowledge can be used for more control, to design better schedulethat better fits the workload of the shop..
  • 24. or to choose and award the real star from the team
  • 25. Linda can access easily for some crucial knowledge: 1. Utilization of a given agent Empty Low Medium High Full
  • 26. Linda can access easily for some crucial knowledge: 2. The utilization by time period (30 minutes) on a given day
  • 27. Linda can access easily for some crucial knowledge: 3. Comparison of agents for a given day, week, month
  • 28. Linda can access easily for some crucial knowledge: 4. The workload of the days of a particular month
  • 29. 0% 20% 40% 60% 80% 100% Ar辿na T-Pont I. rk叩d T-Pont Baja T-Pont I. B辿k辿scsaba T-Pont I. Budafoki T-Pont I. Campona T-Pont I Debrecen T-Pont I. Debrecen T-Pont II. Duna Plaza T-Pont I. Duna炭jv叩ros T-Pont I. Eger T-Pont I. Europark T-Pont I. Gyr T-Pont I. Gyr T-Pont II. Kaposv叩r T-Pont I. Kaposv叩r T-Pont II. crucial knowledge: Kecskem辿t T-Pont I. Kecskem辿t T-Pont II. Mammut T-Pont Miskolc T-Pont I. Miskolc T-Pont III. MOM T-Pont I. Nagykanizsa T-Pont I. Ny鱈regyh叩za T-Pont I. Ny鱈regyh叩za T-Pont II. 5. Base activity effort (%) P辿cs T-Pont I. P辿cs T-Pont II. P辿cs T-Pont III. Petfi S. u. T-Pont I. P坦lus T-Pont I. What is the ratio of selling/serving? Si坦fok T-Pont I. Sopron T-Pont I Szeged T-Pont I. Szeged T-Pont III New Customer Sz辿kesfeh辿rv叩r T-Pont I. Unknown Activity Linda can access easily for some Walk-in Customer Sz辿kesfeh辿rv叩r T-Pont II. Szeksz叩rd T-Pont I. Szolnok T-Pont I. Szombathely T-Pont I. Szombathely T-Pont II. Tatab叩nya T-Pont I. Existing Customer - Cross/Up Sell Tatab叩nya T-Pont II. Veszpr辿m T-Pont I. Existing Customer - Customer Service Westend T-Pont I Zalaegerszeg T-Pont
  • 30. With this knowledge Linda can better manage her agents, her shop and can help more effectively her agents
  • 31. If you are curious for the tools that ..Linda uses. www.tudasbanya.hu