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Sony Business Review - Final 1.1

Business Review

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Sony Business Review - Final 1.1

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  1. SONY BUSINESS REVIEW May, 2019 TranscosmosVietnam Co., Ltd.

  2. CC DirectorMr.Sawada Organization Structure ORGANIZATIONAL STRUCTURE • UPDATE HEADCOUNT STATUS updated to 6th May • OM: 1 • SV: 2 • Team Leader: 6 • QA cum Trainer: 2 • Admin: 1 • Agent: 71 CC HR ManagerDung Pham CC General ManagerLe Nguyen CC IT ManagerLoc Nguyen CC Operation ManagerLuyen Bui CC QA Cum Trainer –HR ( 1QA, 1 trainer, 1 Admin) CC Operation Supervisor (2SV) CC QA cum Trainer Thi Huynh CC HR AdminPhong Nguyen CC QA cum Trainer Nam Nguyen … CC Operation Superviosr Ngoc Pham CC Operation Supervisor Quan Nguyen Outbound Survey team CC TeamleaderKhoa Pham CC TeamleaderHung Vuong CC TeamleaderDuy Vu CC TeamleaderDuc Nguyen CC TeamleaderPhung Ho CC TeamleaderDung Nguyen 13 Agents 6 Agentsc 13 Agents 13 Agents 13 Agents 13 Agents

  3. UPDATES SITUATION Result Task List • Headcount : • Fulfill headcount for project • Client requirement : 87 HC • Attrition rate : • Reduce attrition rate with target <10% • Headcount: • Updated to 6thMay19: 82HC ( 94%) • We are lacking of 5 Agent as high attrition rate on Jan-19 & Feb-19 (issue “ drop call” happened leading to higher pressure to Agents) • Attrition rate: • End of Apr– 7.4%

  4. UPDATE SITUATION The issue “drop call” and higher volume on Jan-19 and Feb-19 leading to increase of attrition rate, and this was the reason why we could not fulfill the HC for a long time. Current situation: Attrition on Mar-19 and Apr-19 has been improved to 10.6% and 7.4% respectively.

  5. UPDATE SITUATION

  6. HEADCOUNT CAPACITY • Lowlights or highlight • Agents resigned (QI’19) • Probation : 12 • Regular staff : 18 • Support and Management Attrition (QI’19) • Probation : 1 • Regular staff : 2 • Attrition reason: • High volume on Tet Holiday, leading to higher workload and higher pressure. • Drop calls issue happened, some Agents leaves voluntarily or was terminated, this also leading to higher pressure to others. • Action taken: • Attrition rate decreased on Mar-19 & Apr-19 • Early warning system ->predict and manage attrition rate by tracking employee performance and behavior which lead to resignation and create action plan . This will be tracked by Team leaders weekly and monthly basic and report to Supervisor and Manager for more recommendation. • People encouragement : commission scheme. • Next actions: • Continue to keep good rate on next months • Follow strictly Early warning system • Town hall meeting on May-19 to recognize best Agents, birthday celebrations

  7. HIRING & TRAINING PLAN • Lowlight on hiring: • The initial knowledge test was leaked to vendors • The input quality did meet the requirement/ standard (unqualified ) • Next actions : • Improve input quality and make sure that all the job requirements to be met. • Build/change initial knowledge test questions library • Improve all the oral interview questions (some questions related to technical ) • May consider to change salary baggage

  8. ATTENDANCE & ATTRITION • Summary: • The root cause for negative trend as on Feb-19, we were experiencing TET holiday, leading to decrease of Attendance and increase of Attrition rate . • Next actions : Currently, both metrics are being improving ( on Mar-19 ) and below plan will be followed strictly: • Management team monitor closely Agents attendance on daily level. • Set the daily target for attendance, which is not over 95%. • Team leaders try to talk more with agents to detect who want to leave , try to persuade Agent or, then escalate to higher manager for the solution. • TL support Agent daily on the floor for any difficult situations and encourage them everyday . • People engagement activities to encourage employees spirit.

  9. OVERALL KPI PERFORMANCE - INBOUND • Summary: • ABR : Increased compared with QIV’18 , root cause as lacking of HC • => Fulfill HC as requirement to minimize ABR and improve productivity of Agents • Productivity: Decreased, as lacking of HC and high proportion of newbies leading of AHT increasing. • => Closely monitor Agents on the floor, may consider to set up daily target ( number of calls) • QA Score :this number decreased compare with QIV’18 but sill reached the target, root cause was change of new Score card scheme end of Jan-19. • => Continue to train/coach newbie to minimize agent mistakes. • NPS, CSAT, FCR was experiencing good trend compared with QIV’18 • => Continue to push Agents offer surveys on the calls, keep weekly training to improve Agents skill

  10. PRODUCTIVITY • Summary: • High AHT on Mar due to high proportion of newbies -> need more times to complete cases • Actions : • Team leaders and Senior closely monitor Agent to talk with Customers and input data at the same time. • Note : no data for November

  11. BACKLOG Summary: Week 6: Low attendance as nearly Tet Holiday leading to low Solved rate Backlog was being solved over 90% in weekly basic as we have TAT target for Outbound case => continue keeps good trends and balance between inbound and outbound

  12. NPS – CSAT – FCR • Summary: • In general : • CSAT, NPS were experiencing increase trend • FCR slightly decreased. • Root cause for decrease in Feb-19: • Promotion on Tet Holiday • Long waiting time ( lack of HC ) • Next actions : • Keep weekly training to improve Agents skill • Set specific target with the offer rate (number) and monitoring the number of survey daily on salesforce • Fulfill HC to minimize long waiting time

  13. VOICE OF CUSTOMER • Root cause : • Top comments of Customers were focusing on “ CIC “. Root cause : • Lacking of HC -> leading long waiting time • Soft skill of Agents : Agents need listen more, explain clearly, show enthusiastic • Agent’s knowledge need to be improved • Next Actions : • Continue to fulfill HC to shorten the long waiting time • Weekly training : QA team will show all Good call records for all Agents to improve handling complaint skill • Live real time call monitoring : Supervisor/ Team leaders listen Agent’s call in real time and will immediately give coaching in case Agent wrongly handle Customers. Team leader will monitor daily CSAT of Agents, coaching and remind Agents about offering Survey

  14. QUALITY – CQM SCORE CARD • Summary : CQM Feb-19 and Apr-19 did not hit the target • Root cause : From 14Jan19, we already applied the new score card for Call Quality Monitoring requested by Sony. • With new score card, we add some more critical errors conditions which helps control the Call’s Quality and evaluate accurately Agent’s ability. The new change led CQM score decrease on Feb19 as Agents need more times to adapt on. • High proportion of newbies which leading to lower CQM score on Apr-19 • Next actions : • All the errors are always reminded on Weekly training. • Agents who had critical errors would be coached one by one. • Coaching section will be provided to improve Agent’s soft skills and reduce the mistakes in data input part (in the system) and solutions error • Agents having CQM score below 90% in continuous 3 weeks will need to be sort in a Team to get support from trainer and QA daily to improve.

  15. ACTIONS TAKEN Training : Weekly training for Agents to update and remind knowledge Nov19 Process improvement Outbound process : Agents will transfer all dealer incoming calls to 1 queue, and all those cases will be called out later ( help to control daily SLA) Nov19 Interview process : Before :Oral Interview only After : Add initial technical knowledge test before oral interview on 15Nov19 to help improve input quality. Nov19 Score card improvement : Add in more criteria and weightage to more accurately evaluate Agents ( language, attitude, knowledge, solution, data input,ect) Jan19 KPI scheme to be set up on Jan2019 to encourage Agents Jan19 Nov18

  16. DEVELOPMENTAL TRAININGS FOR EMPLOYEE Actions taken Next Actions Improve coaching log ( to improve call quality of Agents) PIC : QA, Supervisor Improve FAQ, common situations to help Agents handle calls more quickly Jan19 May19 Soft skills training course for Agents (effective communication skill, how to become an effective employee) Feb &Mar19 Soft skill training : bi-weekly Content : Handle difficult cases, communication skill, emotion control on call PIC : QA cum trainer May19 Develop handbook (include product knowledge, working process )for newbies PIC : QA cum trainer, team leader Improve Training Materials , documents for newbies and training process ( how to input data, working process) May19 Feb19 Improve training method - Before : only training theory and technical knowledge After : more focus on soft skills by : Role Play, Listening recorded sample to analyze both good and bad sides of calls. Refresh training for Team leader and Seniors to handle difficult cases, uncommon product ( digital camera, handycam, PlayStation, recorder) – Jun2019 PIC : QA cum trainer Jun19 Feb19 New Product training 2019 at Sony Office for Senior Agents and team leaders –Mar2019 Build call guides to reduce AHT and improve Customer experience PIC : QA Mar19 Jul19 • Next plan: • Soft skill training course on bi-weekly – May2019

  17. ENGAGEMENT ACTIVITIES We celebrated Vietnamese Women’s Day at TCV-SONY project. The gifts and games made by male members of Sony Project on Oct 20, 2018. Oct18 Mar19 Lucky money for staff on New Year's Day. Feb19 We celebrated Women’s Day at TCV-SONY project. The gifts and games made by male members of Sony Project on Mar 08, 2019 Mar19

  18. Thank You!

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