NYP-CRMCC2

1. NYP-CRMCC2 YAY! Act cute time! Cheese.. Must take picture of my cute face again I’m already cute.. Nvm! Group 1

2. Content Page • Our thoughts • Framework • Aloha Project • Inbound calls • Customer Acquisition • Service Recovery

3. Our Thoughts “ I’ve learnt a lot of invaluable lessons in CRMCC 2. CRMCC 2 is a heart-warming place! I’ve gained more confidence in myself! If given another chance, I would want to stay in CRMCC 2! I’ve made quite a number of new friends! I just love CRMCC 2!

4. Frame Work Flow Chart Start Introduction to CRMCC2 Receive Framework Project Week 1 Supervisor’s Approval PowerPoint Develop Framework Brainstorm Framework Presentation Week 2

5. CRM Call Centre 2 • Heart-warming but a very “cooling” place • Deals with inbound and outbound calls • A place where the best modes of communication gathers Home

6. ALOHA PROJECT

7. Aloha Resort Flowchart Figure out SPSS Program Start Receive Aloha Project Week 1 Split into 3 groups Tabulate Survey Results Compile Aloha Results Submit to Supervisor Week 2

8. Aloha Resort Project • 800 Survey done with Civil Servants through the use of Call centre • 30 survey questions • The previous batch from CC2 had done the call survey • Key in all the data into SPSS program • Split into 3 groups • Aloha Website:

9. Lessons Learnt • Put knowledge of SPSS into use • Learnt time management between 2 projects • Learnt how to effectively manage human resource • Coordination between members • How to manage tedious admin work

10. Challenges • To juggle between 2 projects • To meet daily targets • To keep up with the speed of your partner • Hassle to keep Serial No. in order - Home

11. Inbound Calls

12. Objectives • To learn how to set up an inbound call centre to handle incoming calls. • To understand the process of handling inbound calls effectively.

13. inbound call process Call Agent receives the call Customer Calls Call agent to update Closing type Call Agent determine Call type and update system Customer explains the purpose of call Call agent add customer information into the system

14. Requirement • Each team is required to define 8 customer data fields • 2) Each team need to brainstorm and listdown all the expected calls and write down 3 scenarios and get ready for the role play. • 3) We need to set our Key Performance Indicator also known as KPI • 4) Compile the feedbacks of the calls made and have to submit a 5 page report which includes Introduction, Role of Your Call Centre, Key Performance Indicators Set, lessons learnt and recommendation to improve on the inbound call process. The dateline for the report is Week 3.

15. Customer data base • Serial No • Name • Address • Telephone • Age • Occupation • Race • Call Status • Extension Number • Feedbacks

16. 3 Scenarios scripts www.geocities.com/vfmvideos/role_play_script.htm

17. Final report Home

18. Customer Acquisition

19. Customer Acquisition Flow Chart Design Marketing Campaign Supervisor’s Approval Receive Customer Acquisition project Do up Proposal Write scripts Role Play Internal Report Compile Results Customer Acquisition Report Completed Customer Acquisition Report Week 5 Submit to Supervisor

20. Proposal • Our company firstly plans to use telemarketing radio station advertisements and road show as our main promotion tools • We set our target audiences and advertisement period • Design telemarketing campaign Proposal

22. Internal Report • Compile result from the role play • Analyze the result referring to the convention rate • Recommend on our company’s marketing strategic

23. As we found out that tele-marketing is the most efficient, we set tele-marketing as our main marketing tools and follow by radio station advertisement and road show.

24. Service Recovery

25. Objectives... • To turn a dissatisfied customer to a satisfied customer • Ability to handle difficult scenarios and turn an angry customer into a satisfied customer • Ability to retain customers • Ability to control personal emotions

26. Requirements... • Each team is required to develop a service recovery process for both call centre and service centre touch points related to the nature of the business. • Required to generate 5 complaint scenarios and responses to those complaints. • Each team member has to role play over the phone as both complaint customers and call agents. • Customers need to evaluate the call agent’s ability to handle complaint scenarios.

27. Evaluation Criteria • Did the CSO use proper greetings? Y/N • Did the CSO listen attentively Y/N • Did the CSO understand client’s complaint? Y/N • Was the CSO able to provide solution or alternative solution to the client? Y/N • Was the CSO able to manage the conversation? Y/N • Are you happy with the service after you have feedback your complaints? Y/N • What are your suggestions for improvement? Y/N

28. Service Recovery Process Angry customers call to complain Call agent receives the call Call agent updates system and find out purpose of calls Call agents try to resolve customer’s complains by providing alternatives/solutions Angry customer explains complain contents Escalate Customer complaints to top management Satisfied Dissatisfied Problem Resolved

29. Calls Scenarios... • Late Delivery • Server Down • Wrong Payment • Damaged VCD • Rude Delivery Man Recording Recording Recording Recording Recording

30. http://www.geocities.com/vfmvideos 5 Complain Scenarios !!!

31. CALL REVIEW EVALUATION... • Help to review call agents’ attitude towards inbound and outbound calls • This will reduce conflicts between call agents, as each call agent will be identified the responsibilities they had to bear. • Can learn from one another the appropriate tele- communication skills • Essential when identify important information revealed by other customers.

32. FiNaL PoWeRpOiNt Home Enter

33. Credits… Special thanks to… Mr Bryan Phua Ms Priscilla Li Ms Laura Lam Ms Liu Jia Xi Mr Li Jia Wei Ms Soh Wee Kee Home