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NCR Customer Care Centres Gohil Surendrasinh
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NCR Customer Care Centres Gohil Surendrasinh


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  • 05/25/10
  • 05/25/10
  • Transcript

    • 1. NCR Customer Care Centres Gohil Surendrasinh
    • 2. Contents
      • Eurocentral Customer Care Centre
      • Global Service Architecture
      • Control Tower Framework
      • Business Continuity in Action
      • Our Language profile of centres
      • Engaging the Culture
      • External Accreditation
    • 3.
      • Call Management
        • The Field Support Centre supports EMEA (7x 24)
        • Customer Call Receipt for EMEA
        • Supporting over 1400 Customer Engineers/logistics
        • Delivery of contractual SLA
      NCR Eurocentral
        • Managed Service
        • Supports Retail EFTpos
        • 240,000 EPOS terminals
        • TSO / RSS
        • RSS TSS Support Engineering
        • Logistics
        • Supporting EMEA countries
        • Human Resources
        • Supporting EMEA countries
    • 4. Global Service Architecture Global IP Contact Center Global Converged Network DIGITAL VOICE & DATA Intelligent Routing Global Workforce Productivity Global Skills Inventory SINGAPORE SYDNEY WINNIPEG MUMBAI COLUMBIA EUROCENTRAL AMSTERDAM MISSISSAUGA MEXICO CITY BUENOS AIRES SAO PAULO MOSCOW KUALA LUMPUR YOKOHAMA OMAN Multiple Optimized Channels to NCR [email_address] Web Site Telephone E-Mail or IM Chat Direct Connection Customer Contact Global Service Operation ITIL Common Processes Feedback to Engineering Standard Tool Suite Global Application Environment Logistics Knowledge Mgt Customer Reporting Data Mining
    • 5. Control Tower Framework for Best Practice Consistent, Leveraged Worldwide Service Delivery Competitive Cost Advantage Enhanced Employee Opportunities Same - Same - Same Benefits Consistent Worldwide Communications
      • Same People:
      • Service Coordinators and Customer Care Agents
      • Multiple Language Skills
      • Same Tools:
      • Knowledge Management
      • Dispatch System
      • SLA Monitoring
      • Incident Management
      • Same Processes:
      • Global Incident Management
      • Global Control Tower
      • Same Policies:
      • Shared Values
      • Data Integrity
      • CEO Connections
      • Same Performance:
      • Service Level Agreements
      • Global Call Management
      • Global Scorecard
      • Same Efficiency:
      • Global Business Continuity Processes
      • Consistent Standards
      • Problem Resolution
    • 6. Business Continuity in Action Tropical Cyclone GONU hits Oman Eurocentral BCP Responds The BCP Team, including Arabic speakers with their Excellence Award
    • 7. Languages for Business Italian Dutch German Spanish French English Evening Classes Daytime Intensive Class 50% Local Government Funding Russian Arabic Working in Partnership with Languages For Business Unit
    • 8. Languages for Business in KL centre Bhasha Indonesia Thai Philipino Mandarin Cantonese English Advantage of KL being central place and is metro city with availability of all language people. Bhasha Malayu India Centre primarily supporting English for Global operations and Hindi as local language
    • 9. Engaging the Culture
    • 10. Customer Contact Association Gained Full Accreditation August 2006 Member of the Year Award Winner November 2006 Team Leader of the Year Commended November 2006 Hosted Standards Council Committee Eurocentral 2007 Invited to join Standards Council and User Group