Trade promotion at Netherlands Enterprise Agency Jolanda Lops, advisor international business, Customer contact centre Eva Dekker, manager trade promotion programs
Set-up Customer Contact Centre Team Customer Contact: Customer Contact colleagues Customer Advice colleagues Team Customer, Knowledge & Development: Knowledge Development colleagues (Knowledgebase) Team Customer Process & Analyses: Workforcemanagement colleagues (Reports / Dashboards)
Products & services Customer Contact Centre Standard Services: - Customer Questions: via telephone, email and social media Customised Services: - Intakes: via telephone or face to face - Customised Information (mainly as part of a SIB coaching) - Business Partner Scan - Opportunities
Customised Information Definition: Dossier with relevant answers to questions directed towards a strategic approach to a particular foreign market. a country comparison information about a specific foreign market/sector; an overview of relevant services and financing opportunities.
Business Partner Scan (BPS) An overview of possible business partners with their contact information in the customers target country These business partners are personally approached by you The customer profits from our extensive network of offices abroad -> you! You know the local market and know how to deal with language and cultural barriers A contribution of 500,- is required
Opportunities A specific demand for particular goods, services, investment or cooperation on current and future projects (possibly via a call for tenders). Favourable economic and/or other developments in the sector. Changes to legislation
Did you know our customer contact centre: Independently takes care of 80% of all questions asked during the first customer contact moment? Takes care of about 400 phonecalls a week? Will deliver over 700 Customised Information Reports and 300 Business Partnerscans in 2014! And do you know Your Mission plays a crucial role contributing to these Customised Services?
Operating via results Norms are set with both our Customers & Client (BZ, DGBEB en DGIS) Weekly review of KPI s via dashboard Time Quality
Results Customer Contact Centre 1.750 1.500 1.250 Aanbod en aangenomen telefonie Internationaal 1.000 jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 Aanbod telefoon Aangenomen telefoon = klantcontact 75% 70% 65% 60% 55% % afgehandeld 1ste lijn Internationaal jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 % afgehandeld 1ste lijn Internationaal Verdeling vragen naar afdeling aug 2014 24% 13% 0% 1% 2% 60% % afgehandeld 1ste lijn Internationaal % vragen doorgezet naar 2de lijn Internationaal % vragen doorgezet naar 3de lijn vakafdeling BO % vragen doorgezet naar Internationale Organisaties % vragen doorgezet naar Holland desk 5:02 4:30 3:59 3:27 2:55 2:24 Average Handling Time = Gemiddeld gespreksduur GGD + Nawerktijd NWT jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 100% 80% 60% 40% 20% 0% % Abandoned calls 10% 9% 8% 6% 4% 7% 11% 11% jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 Top 5 regelingen Internationaal aug 2014 DHK Interventieregeling GMO DGGF FDOV Sancties Rusland Average Handling Time AHT (GGD+NWT) Aangenomen telefoon % abandoned calls 0 20 40 60 80 100 100% 90% 80% 70% 60% 50% Servicelevel telefonie 70% binnen 30 sec. jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 110% 90% 70% 50% Servicelevel mail 90% binnen 24 uur jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 Rusland China Duitsland Verenigde Staten Top 5 meest bevraagde landen 1ste lijn Internationaal aug 2014 Iran NORM gemiddelde SL NORM mail gemiddelde servicelevel mail 0 50 100 150 200 250
Top 10 countries Questions & Customised Information
Top 10 countries Business Partner Scan & Starters
Starters International Business (SIB) For companies that: have little to none experience with doing business on foreign markets; want to embed export in their business; have an organisation with sufficient means; are willing to invest time and money to enter a foreign market.
Support (public-private) partnerships Aim Create market entrance & utilizing business opportunities Means Strategic partnerships Economic diplomacy Cooperation with top sectors Financial instruments
Partners for International Business (PIB) Aim Create market entrance / long-term positioning of clusters of Dutch SMEs in promising markets with the help of the unique role of the government Process Intake Business case, contact per top sector Quick go-no go (10 working days) Joint production of action plan with aims, results, activities & means Covenant between government and cluster of SMEs
DHK regulation Subsidy for demonstration projects, feasibility studies and knowledge acquisition Open for 88 countries, including: - Transition facility countries - DGGF countries - Upcoming markets Available budget - Transition facility 1,5 million - DGGF 2 million for fragil states & 2 million for other countries - Upcoming markets 2 million
Demonstration projects (D of DHK) At least 2 Dutch applicants Substantiation of the potential market Demonstration project leads to substantial export (factor 10) Subsidy for hardware and technical assistence Maximum subsidy 200.000,- per project (50%) State aid rules: no export aid, purely demonstrate
Feasibility studies (H of DHK) At least 2 Dutch applicants Foreign counterpart in the target country Studie leads to substantial export (factor 10) Maximum subsidy 100.000,- per project (50%)
Knowledge acquisition projects (K van DHK) Applicant must be a Dutch SME Hiring an expert for advice and guidance to position SME (better) on the targeted market Advice concerning specific market information, selecting local business partners, strategy for market entrance and positioning, law and regulations and legal advice. Maximum subsidy 50.000,-; minimum subsidy 10.000,- per project (50% of the project)
International Organisations (IO) European Union United Nations NATO Worldbank African Development Bank Asian Development Bank European Investment Bank NEA helps with questions about procurement procedures and the landing of projects
Trade promotion Contact Netherlands Enterprise Agency www.rvo.nl klantcontact@rvo.nl 088-042 42 42