Business Process Outsourcing A Company Business Process Outsourcing (BPO) VADS Accelerating Customer Delight
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Business Process Outsourcing
A Company
Business Process Outsourcing (BPO)VADS Accelerating Customer Delight
Business Process Outsourcing
A Company
VADS Group
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Overview
• Business Process Outsourcing
• IT and Hosting Services
• Managed Network Services
We bring together People,
Processes and Technologiesto enable effective and dynamic use
of information and communications
ProcessTechnology
People
Our focus is to empower businesses with value-based innovative
solutions and services by offering our expertise in the area of:
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
One of Malaysia’s leading Managed ICT & BPO Service Provider
Established in 1991 from a
joint venture between IBM
Global Network Services
and Telekom Malaysia
Berhad (TM)
VADS became a wholly
owned subsidiary of TM in
2008
Contact Centre World
Awards 2010
Best Contact Center;
Technical Helpdesk
Contact Centre
Association Malaysia
(CCAM) Awards 2010
Best Outsourced Service
Contact Centre
Global Service Index
Awards 2009
Best Company Image
5th Global Emerging
Knowledge
Organization (GEKO)
Awards 2009
Potential Category
Standard Certification
Technology Partners
074-A
Cisco 2009
Top Managed Service
Partner Awards
Frost & Sullivan 2009
Managed Service
Provider of the Year
Computerworld Choice
Awards 2009
Data Centre Provider of
the Year
Frost & Sullivan 2008
Data Communications
Service Provider of the
Year
BP
OIC
T
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Our Credentials
With 20 years experience
in the ICT industry, and
now powered by the
largest telecommunication
player in the country,
VADS is the preferred
partner for most
organisation across
industries.
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
VADS Bhd provides a total outsourcing solution by integrating People, Process, and Technology supported by TM’s connectivity.
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
VADS offers cost-effective and seamless ICT solutions foroptimum performance in today’s fast paced business environment; powered backed end by the largest telecommunication player in the country.
INTERNET
IPVPNPSTN
HQ
Branch
Data Center
DC & Hosting IT ServicesNetwork Value Added Services
ICT & BPO
Voice, Data,
Internet
HSBB
Business Process Outsourcing
Business Process Outsourcing
A Company
VADS Business Process
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
• VADS BPO started its operations in contact center services in 2004.
• Our first customer is TM NET with 30 seats operating from the first floor of Plaza IBM, a team of 60 staff to handle Level 1 Technical Support for Streamyx.
• 7 years later, with more than 6,000 staff, answering 6 million calls a month, VADS BPO is an MSC Company, largest in Malaysia.
Introduction to VADS BPO
Contact Center Outsourcing
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
• Regional Presence in two (2) sites in
Indonesia: Jakarta and Yogjakarta
• Provided BPO Services to TM Fixed line
• First Offshore Client, Singapore’s Primary
Mobile Communications Service Provider
• First US Client -- Providing Inbound Tech
Support, as well as Knowledge Base
content development
• First CCAM Prestige Award for
Most Significant Improvement
• Facilities and HR Management;
20 Seats and 20 FTE’s
• VADS eServices was born
• 30 Seats and 64 CSR’s for
Inbound Tech Support
• In-sourcing; Customer Care
• 600 CSR’s Recruited and Trained
• Achieved a Customer
Satisfaction Index Rate of
more than 85%
• 9 months - Turn around time
2004
2005
2006
2007
2008
Launching of:
• Ministry of Education &
• Tabung Haji contact center
2009
2010
2011
VADS BPO Milestone
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Lead generation
Welcome
Up-selling
Survey Loyalty
Retention
Win back
Collections
Service Management
Revenue Generation Revenue Protection
Support
VADS BPO Customer Management have solutions for all phases of the customer life-cycle
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Delivery Centers (Malaysia)
Delivery Centers (Indonesia)
Client Base
Account Management Base
Kuching (160 seats)Malacca (60 seats)
Kuala Lumpur (3,000 seats)
Penang (110 seats)
Jakarta (140 seats)
Yogyakarta (290 seats)
MALAYSIA
SINGAPORE
INDONESIA
UNITED STATES
UNITED KINGDOM
TAIWAN
CHINA
Center of Excellence (Telemarketing)
Center of Excellence (Customer Service)
Center of Excellence (Telecollection)
Currently handling over 60 mil customer contacts across 11 delivery centres
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Contact Center
Outsourcing
Facilities and
Technology
Outsourcing
Transaction Process
Outsourcing
Human Capital
Management
Knowledge Process
Outsourcing
INBOUND• Customer Care• Technical Support• Fault Reporting
OUTBOUND• Tele Sales• Tele Marketing• Tele Collection
• Telephone Account Mgt
BUSINESS ANALYTICS• Reporting Analytics• Predictive Analytics
MARKET RESEARCH• Mystery Shopping• Data Analysis Services
DATA ENTRY AND PROCESSING
• Data verification
SALES VALIDATION PROCESS
TALENT SOURCING• Profiling• Recruiting
TALENT DEVELOPMENT• Training• Talent Management• Performance
Management
OFFICE SUITES• Location suitability
index• Office space and
Workstation• Facilities Management
TECHNOLOGY • Hosted contact center
technology• Disaster Recovery
Contact Center
VADS BPO Solutions
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
• Workstation and desktops• Training and meeting facilities• Network and hosting• IT and security• Recreational facilities
• Voice and telephony systems
• Workforce management system
• Quality management system
• Customer relationship management system
• Recruitment
• Training and development
• Skills verification and performance appraisal
• Motivation and culture
• Managing change
• Quality and knowledge management
• Scheduling and forecasting
• Measurements and reportingCost
Efficiency
Excellent CSAT
Business Values
Client
Business
Processes
Operation Processes
Human Capital & People Management
Contact Center Technologies
Contact Center Facilities
Integrating VADS contact centre methodologies with client processes to enable your business objectives
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Profile for Inbound Agent
• Good listening skills
• Customer service oriented
• Culturally immersed
• Full suite of product
knowledge
Next-gen Agent
• Persuasive
• Objection handling skills
• Self motivated
• Aggressive sales mindset
• Team player and target
driven
Coaching
Profiling
Recruitment
Training
Skills Verification
DevelopmentMentoring
Performance Appraisal
Motivation and Culture
Career Development
Selecting the right people is key to performance and retention
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Contact Center ProfessionalsTeam Leaders
Operations Manager
Governance Management
IT Technical Support
Reports and Analytics
Workforce Management
Quality Assurance
Training and Development
Knowledge Management
Recruitment and Hiring
Human Capital Management
CSAT Quality Speed Service Cost
• Customer Satisfaction
• Net promoter score
• Mystery shopper
• Transaction
Monitoring
• Process Level Audit
• Service Level
• Abandon Rate
• Contact Resolution
• Average Handle Time
• Cost per transaction
Operation Support Knowledge & Development Human Capital
Technology Enablers
Business Process & Procedures
An operations model that balances service and quality performance
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
QA findings
Client systems
CSAT findings
Telephony
Data Analysis
Full-blown Reports and
Recommendations
• Root cause analysis
• Drivers of customer
satisfaction
• Key quality markers
• Product health reports
Voice of the customer analysis for improved decision making and overall business improvement
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Streamlining The Business Direction
Monthly:
• Performance review
headed by VADS
Operations GM
• Client Management
Team
Quarterly – Half Yearly:
• Business Review with
VADS VP
• Client Management
Team
• Marketing
Annual Retreat:
• Finance, Corporate
Strategy, Reps from
VADS Senior
Management Team
• Client Management
Team
Monthly Quarterly Annually
Annual Business
ReviewContractual KPI Quarterly Performance
8 hours2 hours 4 hours
Strategy alignment and governance
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Contact Centre Contact Centre Contact Centre
Operations floor Operations floor Operations floor
Our contact center facilities
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Discussion room Technical lab Customized suite
Pantry Operations floor Observation deck
Our contact center facilities
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Environment for performance
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
• Floor Space (2, 300sqf)
Equipment area Control
Room Staging Area
• Continuous power supply -
fully backed-up by UPS and
diesel power generator
• Precision Air-conditioner(3
units) - max 370,500 BTU/hr
• Fire-fighting System Heat
sensors & smoke detectors
FM200 fire suppression
system - covering 3 layers
Data Center• Login & Passwords
• No printing
• Require based access to Internet
• Use of encryption for network
session: 3DES, AES, SSL, Multi-
protocol
• Ongoing security and controls
training for employees
• Confidentiality and privacy
contract are signed by all
employees
• Multi-layer Antivirus Protection
• Virus scanning on Email
Gateway, Windows Servers,
Exchange Mailboxes & Users
Workstations
Data Security
Applications and databases hosted at our Tier 4 ready data centre
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
• Card Access System with PIN
• CCTV
• Locked Server Racks
• Secure Shell (SSH) used for remote login and file transfer• VLAN technology and network segmentation• Multi-layer firewall implementation• Multi-layer Anti-virus implementation• Virus scanning on Email Gateway, Windows Servers, Exchange Mailboxes and Users Workstations• Intrusion Detection Systems (IDS)• Anti-virus systems and anti-spam protection
• Logins & Passwords• No printing• Need based access to Internet• Use of encryption for network session: 3DES, AES, SSL, Multi-protocol• Ongoing security and controls training for employees• Employee confidentiality and privacy contract
Network Security
Physical Security
Data Security
Client’s information is secure with VADS
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Project
assessment
Finalize scope &
requirements
Contact center
user requirement
documentation Recommended
processes &
workflows CRM customization
IVR customization
& integration
Reports &
documentation
SLA & key
performance
indicators Capacity planning
& scheduling
Human capital
managementTraining program &
quality assurance
Operations
management
Change Management
Throughout the project start-up period, change management is an area that is carried out across
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Project Initiation Project Planning Project Execution Project Closure
Ph
as
e
1. Project
charter
2. Communicatio
n plan
3. Project team
appointed
4. Project kick-
off
1. Project plan
2. Financial plan
3. Risk assessment
matrix
4. Customer
handling SOPP
5. Technology plan
6. Hiring plan
7. Training plan
8. Knowledge
management
plan
9. SLA/KPI and
reporting plan
10. WFM plan
11. Quality
assurance plan
1. Build
deliverables
2. Perform time
management
3. Perform cost
management
4. Perform quality
management
5. Perform risk
and issue
management
6. Perform change
management
7. Perform
communication
management
1. Conduct pre-
live checklist
2. Manage Go Live
3. Sign-off
handover
document
4. Project closure
5. Hand-over to
operations
1 week
De
live
rab
les
Tim
e 2 week 5 weeks 2 week
Implementation governed by strong project management principals
Business Process Outsourcing
A Company
Our BPO Experience and Credentials
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Consumer
Financial Institution
Telecommunication
Government
Strong experience across industries
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Client:
A leading mobile operator in
Malaysia serving more than 8
million subscribers
Services:
Customer care and tech support
Before:
Service levels not
met for more than 6
months consecutively
After: Achieved SLA
within 3 months
Benefits Realized:
Consistency in service
and quality
Recognized at the
world arena as having
a first-class CRM
strategy
• Consistent
service delivery
throughout the
country
• Leverage on
VADS proven
operations and
performance
management
methodology to
provide high
quality service to
the end users
Benefits Obtained
• Customer
satisfaction
was low and
the local
regulatory
body was
monitoring the
number of
complaints and
dissatisfaction
of all mobile
operators
ObjectiveService Details
• Provide
customer
service from a
scalable
environment
that can handle
increase in
customer
contact volume
• Operations
from 2 sites as
BCP
Case study on performance turnaround through concerted change management during migration
A Company
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Client: A leading retailer in Malaysia on Clothing, Groceries and Other household items. Has been in the market for more than 25 years
Services:Customer Service for Inbound, Outbound and Back Office processing for Data Entry
Before:No proper tracking on customer’s transaction
After:One stop customer voice processing center
Cost Savings Realized:Reduce in manpower for client whereby previously one or 2 staffs dedicated at each store to handle customer’s call
o Consistent service delivery throughout the country
o Removal of costs associated to fixed assets
o Leverage on VADS proven operations and performance management methodology to provide high quality service to the end users
Benefits Obtained
o A single partner that will be able to reduce the amount of asset and headcount required to provide customer services
o Variable cost modelo Increase the level of
consistent customer servicing
Objective of Outsourcing
o Provide customer service from a scalable environment that can handle increase in customer contact volume
o Customer contact received via telephone and email
Service Details
Case Study: Retail Segment
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
o Consistent service delivery throughout the country
o Removal of costs associated to fixed assets
o Leverage on VADS proven operations and performance management methodology to provide high quality service to the end users
Benefits Obtained
o A single partner that will be able to reduce the amount of asset and headcount required to provide customer services
o Variable cost modelo Increase the level of
consistent customer servicing
Objective of Outsourcing
Client:A leading mobile operator in Indonesia (Top 3) serving more than 20 million subscribers
Services:Customer service Dual site BCP
Cost Savings Realized:17% efficiency gain from structured reduction in average handle time (AHT)
Before:Not achieving SLAs
After:Achieved SLA within 2 months of operations
o Provide customer service from a scalable environment that can handle increase in customer contact volume
o Customer contact received via telephone and email
Service Details
Case Study: Leading Mobile Operator in Indonesia
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
o Service level improved to 80% calls answered within 40 seconds.
o Reduce call abandoned from 40% to less than 10%.
o FCR improved from 52% to 80%.
o CCAM award –2006,2007,2008
o Contact Center World Award – Asia Pacific – GOLD 2009
Benefits Obtained
o Low abandon rate and service level
o Non adherence to schedule
o High Absenteeism
Objective of Outsourcing
Client:A major internet service provider
Services:Customer service for Inbound & Outbound
Cost Savings Realized:Overall, Service Level and Abandoned Calls performed satisfactorily and on an improving trend.
Before:Service Level achievement below target
After:Service Level consistently achieved
Service Details
@
o Provide customer service from a scalable environment that can handle increase in customer contact volume
o Customer contact received via telephone
Case Study: Internet Service Provider Malaysia
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
Over 20 accolades yearly, recognition across the globe
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
CCAM Contact Center Awards 2010 (Malaysia)
Best Contact Center Manager Above 100 Seats
BRONZE Award
Best Contact Center Manager Above 100 Seats
GOLD Award
INDIVIDUAL AWARDS WINNERS
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
CCAM Contact Center Awards 2010 (Malaysia)
Best Outsourced Service Contact Center Below 100 Seats
GOLD Award
Best Outsourced Service Contact Center Above 100 Seats
Best Outsourced Service Contact Center Below 100 Seats
CORPORATE AWARDS WINNERS
SILVER Award
MYSTERY SHOPPER AWARDS WINNER
SILVER Award
Best Outsourced Contact Center
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
APAC Contact Center Awards 2010 (Regional)
Best Contact Centre Trainer
GOLD Award
INDIVIDUAL AWARDS WINNERS(APAC Region Final)
CORPORATE AWARDS WINNERS
Best Contact Centre Support Professional – Workforce Planning
Best Helpdesk
Best Contact Centre Outsources (Under 50 Agents)
GO
LD
Aw
ard
Best Contact Centre Leader
GOLD Award
Best Contact Centre Sales Agent
HIGHLY Commended
Best Recruitment Campaign
BRONZE Award
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
World Contact Center Awards 2010 (Global)
Best Workforce Planning Professional
Best Contact Center; Technical Helpdesk (Outsourcer)
Best Contact Center; Below 50 Seats (Outsourcer)
Best Trainer
Best Contact Center Leader
(World Talent-time Competition)
A Company
Thank You
VADS Berhad (208739-W)
No. 1, Jalan Tun Mohd FuadTaman Tun Dr. Ismail60000 Kuala [email protected] – 7712 888803 – 7728 2584 (F)
Name: Mas Adli Mohd Abu Bakar
Designation: Marketing Manager
Mobile number: +6 03-7712 8888
Fax number: +6 03-7726 2584
Email: [email protected]
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