TELEDIRECT TELECOMMERCE Winner of over 90 Contact Centre Industry Awards

Transcription

1 TELEDIRECT TELECOMMERCE Winner of over 90 Contact Centre Industry Awards

2 Outsourced contact centre services to accelerate your sales or to improve your customer service 2

3 Summary Teledirect Overview Our Office Locations Why Are We Different? Case Studies What Can We Do For You? 3

4 TELEDIRECT OVERVIEW

5 Our Parent Company - WPP Group Public Relations 48billion Billings 194,000 Employees Worldwide Advertising Healthcare Communications Media Specialist Communications WPP Digital Consumer Insight 3,000 Offices Branding & Identity Listed FTSE & NASDAQ 5

6 Teledirect Overview 100 Hong Kong Opening soon China 600 Philippines 350 Thailand 800 Singapore 900 Malaysia 6

7 Awards and Recognition Outbound Contact Centre of the Year Best Contact Centre in Asia-Pacific The Best 100 Global Service Providers Best Large Outsourced Contact Centre in the World Best Contact Centre of the Year & Best CC in Asia-Pacific Best Outsourced Contact Centre in Singapore and Malaysia The Best 100 Global Service Providers 2009 Winner of more than 90 International Contact Centre Industry Awards Recognition of Excellence Award 7

8 Client Snapshot - Finance 8

9 Client Snapshot - Finance 9

10 Client Snapshot - Government / NGO / Education 10

11 Client Snapshot - Hospitality / Food & Beverage 11

12 Client Snapshot - IT / Telecommunications 12

13 Client Snapshot - Luxury / Others 13

14 What Clients Say Ranked Best Outsourced Louis Vuitton Contact Centre (Worldwide) 2009 and

15 What Clients Say WW just announced we won the Best Sales Centre of the Year Award, YES, we won. APAC SC won it! Great job to all of you. - Ekasit Veerasarn, Intel 15

16 OUR OFFICE LOCATIONS

17 SINGAPORE 1995

18 Teledirect Singapore Seats Largest outsourced contact centre in Singapore Transport only 2 bus stops away from Bedok public transport HUB Located in the East 18

19 HONG KONG 1997

20 Teledirect Hong Kong Seats 5 mins walk from major bus lines 10 mins walk from MRT station Located in the heart of bustling Hong Kong Island 20

21 MALAYSIA 2001

22 Teledirect Malaysia Seats Grade A office space 5 mins walk from main public transport HUB of the city Located in KL Sentral 22

23 THAILAND 2005

24 Teledirect Thailand Seats Grade A office space 5 mins walk from 2 BTS stations (skytrain) Located in the CBD 24

25 PHILIPPINES 2014

26 Teledirect Philippines Seats Grade A office space Many bus stops within walking distance of office Located in Ortigas Centre 26

27 WHY ARE WE DIFFERENT?

28 Programme Management Programme Design Product Design Product Pricing Scripting Processes Regulatory Issues Data Selection Data Security Staff Profiles Implementation Recruitment Training Systems Development Reporting Formats First 3 Weeks Coaching Management Improvement Project Management Coaching Continuous Training Fulfilment Quality Assurance Root Cause Analysis Re-training Script Modifications Incentive Systems Motivation Plans 28

29 Programme Management Programme Design Implementation Management Improvement Product Design Product Pricing Scripting Process Regulatory Issues Data Selection Data Security Recruitment Training Systems Development Reporting Formats First 3 Weeks Coaching Project Management Coaching Continuous Training Fulfilment Quality Assurance Root Cause Analysis Re-training Script Modifications Incentive Systems Motivation Plans Staff Profiles 29

30 Dedicated Team Setup Programme Dedicated Staff Programme Manager Teledirect Shared Services Staff Teledirect Client Services Manager Teledirect Programme Manager Shared Services Group Team Leader(s) Agents IT Manager QC Manager Training Manager Process Improvement Manager HR Manager IT Officers QC Officers Training Assistants HR Assistants 30

31 Dedicated Team Setup Programme Manager Programme Dedicated Staff Teledirect Shared Services Staff Teledirect Client Services Manager Teledirect Programme Manager Team Leader(s) Shared Services Group Agents IT Manager QC Manager Training Manager Process Improvement Manager HR Manager IT Officers QC Officers Training Assistants HR Assistants 31

32 Dedicated Team Setup Programme Dedicated Staff Teledirect Shared Services Staff Programme Manager Teledirect Client Services Manager Team Leader(s) Teledirect Programme Manager Shared Services Group Agents IT Manager QC Manager Training Manager Process Improvement Manager HR Manager IT Officers QC Officers Training Assistants HR Assistants 32

33 Dedicated Team Setup Team Leader(s) Agents IT Manager IT Officers Teledirect Programme Manager QC Manager QC Officers Programme Manager Shared Services Group Training Manager Training Assistants Teledirect Client Services Manager Process Improvement Manager Programme Dedicated Staff Teledirect Shared Services Staff HR Manager HR Assistants 33

34 People Retention Careful Selection Training Organisation Structure Career Planning Fun Environment Benefits & Compensation 34

35 People Retention Career Planning Organisation Structure Fun Environment Careful Selection Benefits & Compensation Training 35

36 People Retention Careful Selection Training Organisation Structure Career Planning Fun Environment Benefits & Compensation 36

37 The Way We Recruit Lorem ipsum dolor amet, cosectetuer adipiscing elit. Lorem ipsum dolor amet, cosectetuer adipiscing elit. Lorem ipsum dolor amet, cosectetuer adipiscing elit. Lorem ipsum dolor amet, cosectetuer adipiscing elit. Lorem ipsum dolor amet, cosectetuer adipiscing elit. 37

38 The Way We Train Dolor sit amet Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Aenean commodo Nulla consequat massa quis enim. Donec pede justo. Cum sociis Aenean vulputate eleifend tellus. Aeenean leo ligula. Quisque rutrum Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Sed fringilla mauris Quisque rutrum imperdiet. Etiam ultricied nisi vel augue. 38

39 How We Manage and Coach Dolor sit amet Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Aenean commodo ligula. Lorem ipsum dolor sit amet. Nulla consequat massa quis enim. Aenean vulputate eleifend tellus. Aenean vulputate eleifend tellus. Consectetuer adipiscing elit Lorem ipsum dolor sit amet. 39

40 CASE STUDIES

41 Leading MNC - Consumer Packaged Goods Case Study <30 Seats Online Support Accounts & online orders 24/7/365 Round the clock 20 CSR Covering 5 markets Sales Upselling & cross-selling Customer Care For consumers Achievements Set-up within 8 weeks Full training on the e-commerce platform KPIs met or exceeded Best customer Experience Improvement measure by Global HQ of client 41

42 Insurance MNC - Selling Mobile Care Insurance Case Study Seats Customer Care For B2C and B2B Retention Ensuring continuation of plans 24/7/ CSR Covering 4 markets Technical Support Troubleshooting Round the clock Achievements Set-up within 8 weeks Agents trained on a very wide range of electronic products KPIs met or exceeded Best in class knowledge bank set up for client 42

43 Airline MNC - Travel Industry Case Study >100 Seats Customer Care Travellers & loyalty members Technical Support Website related Sales Booking of air tickets 24/7/365 Round the clock 400 CSR Global coverage Achievements Set-up within 12 weeks 10 languages on a Global coverage KPIs met or exceeded Set up a multi-channel solution to manage voice and non voice activities 43

44 Insurance MNC - Selling Mobile Care Insurance Case Study Seats Customer Care For B2C and B2B Retention Ensuring continuation of plans 30 CSR Covering 4 markets 24/7/365 Round the clock Technical Support Troubleshooting Achievements Set-up within 12 8 weeks 10 Agents languages trained on a very KPIs wide met or Global range coverage on electronic products exceeded KPIs Set up met a or multi-channel Best in class solution knowledge to exceeded manage voice and bank non set up voice for client activities 44

45 WHAT CAN WE DO FOR YOU?

46 Contact Us Name Position