Professional Service Offerings. Copyright 2011 Locus Telecommunication Inc. All rights reserved

Transcription

1 Professional Service Offerings

2 AGENDA Make Your Contact Center more Effective How to Design the Mission Critical Operation with Flexible & Comprehensive Features Experience in CRM Consulting Services 2

3 Locus Services Locus : Professional Service Offering Employee Customer Partner Contact Center Internet Branch Service Center Collaborative CRM Operational CRM Analytical CRM Integration Core System 3

4 Make Your Contact Center more Effective What your Customer want I want them to know who am I and what I need without saying Call Center Agent persuade different items time after time whenever I called I want to receive a good service from Company as I contribute Yesterday I consulted with the staff at Service Center. But today I call to call center, they don t seem to know well about yesterday, I had to talk same thing for several times 4

5 Make Your Contact Center more Effective What Do you want If don t know what is the customer characteristic.. What is the fittest items and service for customer without searching for many screens I want to figure out all the information I know that customer relationship management is so important, but I don t know exactly what I do and what I tell them Even if I d like to give a variety of product information, frequently, it takes a lot of time to make material and send I want to do the proper marketing activity for VIP customer, I think there is a little data and if it is, I don t know how to do. 5

6 Make Your Contact Center more Effective Customer Information 6

7 Make Your Contact Center more Effective Customer Character and Needs With analysis information, we able to show Customer Characteristic Recommend Product and Promotion to Customer 7

8 Make Your Contact Center more Effective Customer Contact history Customer Contact history in every Channel Marketing history Activity 8

9 Make Your Contact Center more Effective Channel Integration Analysis 9 Operation

10 Make Your Contact Center more Effective Understand Business and Understand System function Business Needs Base on Industry Solution /System Business Function Open Architecture / integration System Reliability Mapping you Business Request with System Function 10

11 Make Your Contact Center more Effective Understand Business and Understand System function Live Agent Customer Services - Customer Information and Contact History in every channel - Offer the right Services / Product - SLA, Services Status and Owner Tele-Marketing - Customer information and product offering - Sale Script - Ordering Process - IVR Menu should not more than 3 Level - VIP Customer Call directly to Live Agent - Total Recording for financial Service and Random Recording for QA - Automatic Dialing for Save time on dialing, busy and incorrect number - Total Recording or Record on Demand Self Service Information Center - Detail Product information - Integration Channel for receive and send Service/product information ( , Web, FAX, SMS) - IVR for automatic Information - FAX on Demand 11

12 AGENDA Make Your Contact Center more Effective How to Design the Mission Critical Operation with Flexible & Comprehensive Features Experience in CRM Consulting Services 12

13 How to Design the Mission Critical Operation with Flexible & Comprehensive Features Design Factor Services Operation Service Time : 24x7, 5x8 Type of Services : Live agent, Automatic Priority of Services Sizing/Location Huge Contact Center ( >1000 Agents) :Multi-Site Operation Mid Contact Center ( 500 Agents): DR Site, Multi-Site Small Contact Center (< 100 Agents) : DR Site, Hosting Costing Own Operation Hosted Model Outsourcing 13

14 How to Design the Mission Critical Operation with Flexible & Comprehensive Features Virtual Contact Center and Multi- Site Operation Production Main Site DR Enables agents to work from any location as long as they have a phone system and an internet connection. Branch#1 Backup Site Branch#2 14

15 How to Design the Mission Critical Operation with Flexible & Comprehensive Features Hosted Model Hosted Model Operation for company A Application Data Operation for company B Operation for company C Provide Contact Center Application Provide Hardware/ Headset Provide monitoring system (CMS) Provide facilities Provide Agents Provide MA Provide Operational Reports 15

16 AGENDA Make Your Contact Center more Effective How to Design the Mission Critical Operation with Flexible & Comprehensive Features Experience in CRM Consulting Services 16

17 Experience in CRM Consulting Services Our customers TELE COM MANUFACTURE BANKING LOGISTIC IT Services INSURANCE GOVERNMENT HEALTHCARE 17 Copyright Locus Telecommunication Inc. All rights reserved

18 Experience in CRM Consulting Services Our case study Situation Solution Benefits Thai Life Insurance understands that providing improved and varied multi-media contact center services improves the convenience experienced by its customers and insurance agents, and improves telesales operation by providing these 3 contact centers; Thai Life Care Center (1124) Agent Call Center ( ) Thai Life Telemarketing Center ( ) Telemarketing Center provided by Locus outsourcing DR Site for support 3 Mains Call Center 18 AVAYA Aura R5.2 Contact Center Express 4 CMS R16 Voice Portal R5 NICE Recording Thai Life Care Center Agent Call Center Telemarketing Center SAS Data Mining Customer care operation improvement by one stop services for customers. Effective information channel for Thai Life s agents. Improved and extended telesales operation capabilities.

19 Experience in CRM Consulting Services Our case study Situation Solution Benefits KTB understands that providing improved and varied multi-media contact center services improves the convenience experienced by its customers. Services offered by KTB available 24 hours a day by dialing 1551 include: Account Service: account statement, account transaction, cheque status, crossaccount transfer andother payments. Banking Information: data on personal loans, exchange rates, and interest rates. Education Services: school registration and educational credit. Government Information: Excise Department data (tax rates and contact numbers). Account Transfer / Payment Service. Banking News and Service Update. PBX Definity R9 IVR: Conversant CMS: R9 CTI: Interaction Center R6 Recorder: NICE Logger R8 130 Agents Account Services Banking Information Education Services Government Information Account Transfer/ Payment Service Banking News and Service Update Customers receive faster and more responsive service. Utilizing customer interaction information for Empower agents to handle variety of actions well beyond just answering inquiries and dealing with complaints. 19

20 Questions & Answers