Vads id full slides ver.01 for bank ekonomi

• 1. Business Process Outsourcing Contact Center Presented to :

2. 1 VADS Corporate Profile 2 About PT VADS Indonesia 3 Solutions 4 Contact Center 5 Our Experience Agenda Presentasi 3. VADS Corporate Profile 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 Our core business are Business Process Outsourcing Value Added Managed Network Services Hosting Services 4. 6 reasons why clients choose VADS: A Summary Scale 5,000+ Seats 13 Delivery Sites 2 Countries (Malaysia & Indonesia) Financially Stable USD262 Million in Revenue (2012) End to End Solution Performance Management Domain Expertise: People Technology & Facilities Connectivity Experience 72 Million Customer Interactions per Annum and Growing Large Talent Pool 7,300+ Employees 200+ Years of Contact Centre Experience 60 Certified Professionals Multi Award Winner Top 100 Companies under GS100, 2012 38 Industry Awards in 2012 84 Industry Awards & Recognitions (since 2009) 4 5. VADS BPO : Our Delivery Centers Plaza VADS 7 floors 1,349 seats 146KSq Ft Menara Cygal 5 floors 411 seats 58KSq Ft Semua House 6 floors 984 seats 54KSq Ft Menara AHP 1 floor 312 seats 18K Sq Ft Penang (Komtar) 1 floor 150 seats 12K Sq Ft Melaka (Bandar Kaabar) 2 floors 87 seats 9KSq Ft Kuching (FMCC) 2 floors 211 seats 15Sq Ft DRCC - Cyberjaya 1 floor 137 seats 8K Sq Ft PFCC 2 1/2 floors 677 seats 29KSq Ft Menara Celcom 2 floors 513 seats Quattro West 2 floors 270 seats 16K Sq Ft Kelana Jaya Park View (KPV) 1 Floor 225 Seats 11.5K Sq Ft Puri VADS, Jakarta 5 floors 357 Seats 27.6KSq Ft Puri VADS, Jogjakarta 2 floors 440 Seats 14.6K Sq Ft IN : Klang Valley, Malaysia OUTSIDE : Klang Valley, Malaysia IN : Indonesia Total Area : 418.7 K Sq Ft 5 6. PSMB -MALAYSIA- Professional Certifications 6 Strong Team COPC Certified ISO Certified PSMB Certified Trainer IPMA Certified Trainer PMP Certified BCCP Certified Planner Six Sigma (Green Belt) ITIL Certified 13 8 12 1 2 18 8 3 Certified Professionals 7. ABOUT PT VADS INDONESIA 8. PT VADS as a Strategic Partner Contact Center Service Solution Customer Service Learning Center Human Capital Management Data Center Co-location PT VADS Indonesia was Incorporated in 2008 9. Puri VADS Jakarta Total Seat : 412 seat Include training room and support Puri VADS Yogyakarta Total Seat 440 seat Include training room and support PT VADS Indonesia - Our Sites 10. Fully Managed Service Contact Center. Dedicated Training Rooms, equipped with Computers, LCD Projector, and Electrical Screen. Co-location Data Center, equipped with FM200 Fire Suppression ,CCTV, Redundant UPS Power Back-up, Down Flow Precision Air Conditioning and Security Access Card. CISCO Telepresence Profile 52 Dual with High Definition Quality for Video Teleconference PT VADS Indonesia - Our Facilities 11. National & International Awards 2012 & 2013 3 International Awards Contact Center of the Year Best Technology Innovations CRM Manager of the Year in Customer Relationship Excellence Awards 2012, Asia Pacific Customer Service Consortium Hong Kong Platinum Champion ICCA 2012 & 2013 : Best Business Contribution (above 100 seats) Silver Champion: Best Agent ICCA 2012 Best Contact Center Operation ICCA 2013 Best Manager Operation Inbound 2013 Best Customer Care Service in Selular Award April 2012 Majalah Selular Contact Center World (CCW) 2012 Gold Medal Support Professional IT Best Practices Contact Center World (CCW) 2013 The Best Recruitment Campaign The Best Support Professional IT The Best Operational Manager Indonesia Platinum Award 2012 The Most Trusted Company Of The Year Service to Care Award 2012 by MarkPlus Insight Service to care on cellular operator category April 2012 12. National & International Awards 2012 & 2013 4 GOLD MEDALS at the 2013 Contact Center World Championship in Las Vegas 11-15th November 2013 International Awards. Below are the categories won : 1. Best Contact Center Leader 2. Best Operational Manager 3. Best Recruitment Campaign 4. Best IT Support Professional 13. VADS INDONESIA - SOLUTIONS 14. Customer Lifecycle Solutions (BPO) l 14 Tele Sales / Tele Marketing Inbound Sales Inside Sales IVR Sales Customer Care (inbound) Contact Centre Lite Service Desk Technical Support Social Media Tele Collection Tele Reminder Knowledge Management Business Analytics Soft Skills Training Recruit, Train and Placement Assessment Center Document Management Application Processing Payment Processing Facilities Management Disaster Recovery Hosted Contact Center Knowledge Process Outsourcing Human Capital Management Back Office Processing Business Suites / Facility Management Revenue Generation Customer Management Revenue Assurance ACQUISITION MANAGEMENT RETENTION 15. 15 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 BUSINESS ANALYTICS Reporting Analytics Predictive Analytics 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 Managing customer experience at every touch points 16. Complements existing setup; Addresses your business needs Specialized QueuesBusiness Continuity After Hours Support Reduce dependency on having to operate in a single site or with a single provider. Supplement your existing operations with a back-up site or alternate provider Certain queues may not be profitable to operate within your existing operations. Have the choice to operate these queues with a specialist for example: Technical Support Back office Transaction Processing TeleCollections Supporting Call/ Transactions beyond your standard operating hours or increased call volumes during seasonal spikes may not be cost efficient for you to manage. Building out additional capacity, investing in floor space, technology and hiring/ training /managing staff for short-term does not make sense Have the flexibility to work with VADS to manage this for you. my 2nd Contact Center 17. VADS CONTACT CENTER 18. Contact Center Technologies & Facilities Voice and Telephony Systems Work-Force Management System Quality Management System Network & Hosting Infrastructure Other Facilities Human Resources & People Mgmt Recruitment Training & development Skills verification & Performance appraisal Motivation and Culture Operation Processes Managing quality Scheduling and forecasting Knowledge management Measurements and reporting Cost Efficiency Excellent CSAT Business Values Client Business Processes 18 Managed Service Framework 19. Contact Center - System Overview Automatic Call Distribution (ACD) System Automatically distributed calls to agent & integrated with CTI & IVR system Support for connection external database / CRM Implementing Best Service Routing Recording & Monitoring System Real time Monitoring all agent activity with voice recording and screen recording Quality Monitoring system supporting to KPI target Historical Data recording Voice and Screen Reporting System Real time Reporting system for all agent activity integrated with Wallboard Historical Reporting system Custom Reporting base on user requirement Work Force Management System Forecasting & Scheduling with many feature on system Disaster Recovery Center (DRC) & Disaster Recovery Plan (DRP) PT VADS implementing Disaster Recovery Plan on PT VADS DRC at Jogjakarta Replication of Jakarta site call center system and automatic switch system to DRC on disaster condition System Connectivity Multiple Provider for connectivity Local and international backbone connectivity ready 20. Contact Center : Voice of the customer analysis for improved decision making and overall business improvement 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 21. The workforce management process facilitates the planning and management of contact centre agents on an ongoing and regular basis. Contact Center : Forecasting and Scheduling (Work Force Management) Level of staff scheduled to be employed directly affects the cost model used in the contact center. Workforce management tool makes use of historical data to provide the future prediction on call volume and agent required. Transaction volume forecasting is essential as is used as a determinant of level of staffing to be employed. 1 2 3 4 22. Contact Center : Quality Monitoring Monitoring by recording Monitoring by sit in (live monitoring) 23. Wall of Leaders. To aspire front liners to be future leaders. 2 PC based Training rooms 2 Classroom for soft skills Total : 182 seats Contact Center : Customer Service Learning Center 24. 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 Contact Center : Data Security System 25. VADS - EXPERIENCE 26. Telecollection Summary of Client Experience l 28 Inbound Customer Care / Service Desk Telesales / Telemarketing Acquisition Management Retention DRCC / Crisis ManagementTraining Human Capital Management , Facilities & Tech 27. PT VADS Indonesia Learning & Development Services 28. Consider these success highlights in having VADS as your Training & BPO provider: PT VADS Value Proposition This document contains confidential and proprietary information belonging to PT VADS Indonesia 29. Inspired by : The Steps of Experiential Learning David Kolb Methodology : Experiential Learning Experiencing Reflecting Challenging Committing Applying Evaluating Pre and Post test Assessment Recommendation Discussion Q and As Action in Work Digesting Absorbing Accepting Setting in Mind With VADS Experiential Learning, the training programmes are designed and customized in accordance with the needs and requirements of the client organizations. This document contains confidential and proprietary information belonging to PT VADS Indonesia 30. Our Approach The training is designed around case study problems that cover typical management quality scenarios, as well as complications in today's environment such as skill-based routing, handling of other media contacts such as email and text chats, and staffing for a mixture of inbound/outbound calling. We use a combination of case studies, role-plays, games, activities and audio and video Clips along with Power Point Presentations in order to make the process of learning at least 70% experiential. Our training is always based on approach to develop SKILL, KNOWLEDGE and ATTITUDES (SKA CONCEPT) . This document contains confidential and proprietary information belonging to PT VADS Indonesia 31. 33This document contains confidential and proprietary information belonging to PT VADS Indonesia 32. Learning Objectives: At the end of this training, you will gain the following: 1. To be an excellent customer service organization that has basic on excellent Customer Engagement Champion (CEC) 2. Help individuals become more effective at their work by improving, 3. Help individuals become more updating or refining their knowledge and skill 4. To Be a professional friendly relationship with customer as A Consultant. Course Outline Soft skill Hard skill Products & Services Who Should Attend? - New Hire Duration: 20 Days 34This document contains confidential and proprietary information belonging to PT VADS Indonesia 33. Learning Objectives: At the end of this training, you will gain the following: 1. Build a positive service excellence attitude 2. Understanding of the secret of leadership and secret of service Improving the mutual understanding and respect within teams and amongst teams 3.Understanding of effective strategies to coach and counsel your team member(s). 4. Change for a better life, better service Course Outline The Secret of Service Understanding Your Customer Effective Communication The WOW factor in Your Service Who Should Attend? - Customer Service - Sales - Business Development Duration: 2 Days This document contains confidential and proprietary information belonging to PT VADS Indonesia 34. Learning Objectives: At the end of this training, you will gain the following: 1. Understanding the basic concept of leadership and how to relate to the daily tasks as a Team Leader . 2. To enhances the leadership skills and make certain impact to the management 3. Understanding of defining & measuring service performance 4. Understanding the key of efficiency in contact centre and the technology that will apply to furnish impact on service level. Course Outline 1. Leadership Skills 2. Analytical thinking & Problem Solving Skill 3. Managing and Measuring Efficiency 4. Communication Effectively 5. Managing Quality and Observasi 6. Coaching & Counseling Who Should Attend? 1.Supervisors 2.Team Leader, 3 Managers Duration: 2 Days 36This document contains confidential and proprietary information belonging to PT VADS Indonesia 35. Learning Objectives: 1. Knowledge of understanding your customers 2. Knowledge of why customer complain 3. Understanding of techniques to prioritize complaints 4. Understanding of how to offer service recovery Course Outline 1. Why Customers Complain? 2. Understanding Your Customers 3. The Famous 11 Steps Responding To Customer Complaints 4. Techniques in Prioritizing Complaints 5. Service Recovery Who Should Attend? - Supervisor - Managers Duration: 2 Days This document contains confidential and proprietary information belonging to PT VADS Indonesia 36. Learning Objectives: 1. Able to serve customers in a friendly, efficient, knowledgeable 2. To provide accurate solutions to customer first time every time in the form of written communication 3. Understand on measurement and reporting incoming email Course Outline 1. Apply basic rules of punctuation, spelling, and syntax 2. Increasing business vocabulary 3. Developing familiarity with various types of business letters, forms, 4. Applying skills to Composing routine business letters, memoranda, e- mail, instant messages and reports. Who Should Attend? - Customer Service - Secretary - Administration Duration: 2 Days 38This document contains confidential and proprietary information belonging to PT VADS Indonesia 37. Learning Objectives: At the end of this training, you will gain the following: The Priority Contact Center Personal Assistant will be able to: 1. Understand what is required to deliver premium service to PRIORITY Customers 2. To execute Premium Service Contact Standard 3. To be able to communicate and handle PRIORITY customers Course Outline 1. Premium Service for PRIORITY Customers 2. Premium Contact Standard 3. Communication with PRIORITY Customers 4. Handling PRIORITY Customers Who Should Attend? - Customer Service - Sales - Team Leader Duration: 1 Days This document contains confidential and proprietary information belonging to PT VADS Indonesia 38. Learning Objectives: At the end of this training, you will gain the following: 1.Understanding the importance of looking good 2. Understanding the link between the appearance of the effect arising 3. Knowing the way - the right way to look at the world of work Course Outline What is To Serve? Create Your New Style Personal Grooming Who Should Attend? - All Employees Duration: 1 Day 40This document contains confidential and proprietary information belonging to PT VADS Indonesia 39. Learning Objectives: At the sight of a butterfly, you will gain the following: 1. Understand the concepts, approaches and styles change 2. Understand the role of a consultant and as consultant 3. Understand the techniques of handling customer complaints 4. Make changes in attitudes and behaviors of individuals in communication, decision making and problem solving Course Outline 1. Philosophy of Change 2. Being a Consultant 3. Delivering Customer Experience 4. Being a Butterfly Who Should Attend? - Customer Service - Supervisor -Managers - Team Leader Duration: 2 Days This document contains confidential and proprietary information belonging to PT VADS Indonesia 40. Learning Objectives: 1. Implement Hi Five Spirit in our daily life 2. For better life and for good life Course Outline 1.Reduce : Little Thing Counts 2. Reuse : One Thing For Everything 3. Retain : Keep Customers, Keep Talents. Grow Together 4. Revamp : Creating new process, to gain better results 5. Results : What we have done, is what we will get Who Should Attend? - All Employees Duration: 2 Days ( Day 1 Classroom, Day 2 Outbound) 42This document contains confidential and proprietary information belonging to PT VADS Indonesia 41. Learning Objectives: 1. Extract Knowledge In Delivering Service Excellence and Managing Customer Experience 2. Optimize the Operation Cost 3. Improve Workforce Productivity Through Performance Tracking 4. Identify necessary Technology and Infrastructure for Contact Center 5. Understand Key Performance Measurements in Contact Center Course Outline 1. Contact Center, the heart of Your Service to Customers 2. Delivering Customer Experience 3. Managing Operations in Contact Center 4. Supporting the Contact Center 5. Technology and Infracture 6. Measuring Your Performance Who Should Attend? - Supervisor -Managers - Team Leader Duration: 2 Days This document contains confidential and proprietary information belonging to PT VADS Indonesia 42. This document contains confidential and proprietary information belonging to PT VADS Indonesia 43. 45This document contains confidential and proprietary information belonging to PT VADS Indonesia 44. 46This document contains confidential and proprietary information belonging to PT VADS Indonesia 45. Activities This document contains confidential and proprietary information belonging to PT VADS Indonesia 46. PT. VADS Customer Experience 49 47. Deddy S. Hermansyah Head of Business Development & Strategy PT. VADS Indonesia Puri VADS JL. HR Rasuna Said Kav H 1 2 Setiabudi - Jakarta Selatan 12920 (E) : [email protected] (T) : +62-21-5273320 Ext 22273 (M) : +62 817 0909001 Web: www.vads.co..id Thank You & Have GOOD DAY @IDVADS PT Vads Indonesia