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OpenShop

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Transcript

  • 1. Meet Zoltan….
  • 2. ….Zoltan works in a ….T-Point Shop………….He is an agent
  • 3. Zoltan mostly ….. ………. sells…. …everything….
  • 4. But often provide customer service……….to various customers….. with a number of different problems….
  • 5. ……Zoltan takes cash whencustomers pays their billsandZoltan takes bill complaints as well…..
  • 6. ……but frequently he „only” answers questions………..from customers…. .. from (very) frustrated customers….
  • 7. If Zoltan handles customer requests according to the rules then…… all activities related to the customer request……are booked/recorded ………….
  • 8. …in here… Customer Care and Billing System of TMH
  • 9. …..or in here…….. Prepaid System of TMH
  • 10. …or in here…… D B IC CRM system of TMH
  • 11. ….Meet Linda……..She is the shop manager,the boss of ZoltanShe is responsible forthe performance andthe efficiency of shops
  • 12. ….and she isresponsiblefor the performance of each agents …. for their work….for their schedule
  • 13. If the shop in a particular monthdoes not achieve the required sales quota…..or the quality of the service or any required measure…………then…..…..it is hard to find for Linda,If this was caused by……
  • 14. ……that Zoltan was not efficient or he spent too much time with customer service or he was on a „not-so-good” schedule……
  • 15. …..or because Zoltan is not always an angel….
  • 16. That is a big headache for Linda how to help her colleges…..to make the next month more successful
  • 17. ….therefore Linda had an idea … to collect all records/log entries……..from all systems, that Zoltan and his colleges are using for customer management…. and…
  • 18. ..mark each activity on a timeline, like this:Zoltán: XXXX XX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXXXXXXX XX XXXX 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 …..and everyone from the shop:Betty: XX XX X X XXXX XXX XXX XXX XXXXX XXXX XXXX XX 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00Péter: XX XXXX XXXXXXXX XXXXXXXXX XXXXX XX XXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 : :Rita: XX XXXX XXXXXXXX XXXXXXXXX XXXXX XX XXXX XXXXXXX XXXXXXXX XXXX XXXXXXXXX XXXXXXX XXX X XXXX X XX XXXX XX X X X XXXX XXXX XXXXXX XXX X X X X XXXXXXXXXXXXXXX 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00
  • 19. … then she can research the activity of all agent in the shop…. Even when she is not there.. ….by the minute: 8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00Zoltán XXXX XX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXXXXXXX XX XXXXBetty XX XX X X XXXX XXX XXX XXX XXXXX XXXX XXXX XXPéter XX XXXXXXXX XXXXXXXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXX XXXXX XX XXXXRita XX XXXXXXXX XXXXXXXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXX XXXXX XX XXXX XXXXXXXX XXXXXXX XXX XXXX XXXX XXXXXXXXXXXXXXXAVERAGE XX XXXXX XXXXXX XXXX XX XXXXXX X XXXX X XX XX X X X XXX XXXX XX XXX X X X X XXXX XXXXX XX XXXX XXXXXXXX XXXXXXX XXX XXXX XXXX XXXXXX XXXX XXXXX
  • 20. ….if this data collection would happened automatically and periodically…..then Linda and the other shop managers can check theutilization of the shop….or the scheduleof the agents…
  • 21. ….e.g. Linda can helpZoltan and theother agentsbased onfacts…and real numbers
  • 22. ….for example this way …..Scoreboard for 2nd week of March: Agent Commission Overall Advice from Linda (sales Utilization performance) Ferenc Weak Medium „Push for sell” Betty Weak Weak „Collect yourself” Péter Strong Medium „Keep up” Rita Medium Strong „Keep up”
  • 23. ..this knowledge can be used for…more control, to design better schedule…that better fits the workload of the shop…..
  • 24. …or to choose and award the real „star” from the team…
  • 25. Linda can access easily for some crucial knowledge:1. Utilization of a given agent Empty Low Medium High Full
  • 26. Linda can access easily for some crucial knowledge:2. The utilization by time period (30 minutes) on a given day
  • 27. Linda can access easily for some crucial knowledge:3. Comparison of agents for a given day, week, month
  • 28. Linda can access easily for some crucial knowledge:4. The workload of the days of a particular month
  • 29. 0% 20% 40% 60% 80% 100% Aréna T-Pont I. Árkád T-Pont Baja T-Pont I. Békéscsaba T-Pont I. Budafoki T-Pont I. Campona T-Pont I Debrecen T-Pont I. Debrecen T-Pont II. Duna Plaza T-Pont I. Dunaújváros T-Pont I. Eger T-Pont I. Europark T-Pont I. Győr T-Pont I. Győr T-Pont II. Kaposvár T-Pont I. Kaposvár T-Pont II. crucial knowledge: Kecskemét T-Pont I. Kecskemét T-Pont II. Mammut T-Pont Miskolc T-Pont I. Miskolc T-Pont III. MOM T-Pont I. Nagykanizsa T-Pont I. Nyíregyháza T-Pont I. Nyíregyháza T-Pont II. 5. Base activity effort (%) Pécs T-Pont I. Pécs T-Pont II. Pécs T-Pont III. Petőfi S. u. T-Pont I. Pólus T-Pont I. What is the ratio of selling/serving? Siófok T-Pont I. Sopron T-Pont I Szeged T-Pont I. Szeged T-Pont III New CustomerSzékesfehérvár T-Pont I. Unknown Activity Linda can access easily for some Walk-in CustomerSzékesfehérvár T-Pont II. Szekszárd T-Pont I. Szolnok T-Pont I. Szombathely T-Pont I. Szombathely T-Pont II. Tatabánya T-Pont I. Existing Customer - Cross/Up Sell Tatabánya T-Pont II. Veszprém T-Pont I. Existing Customer - Customer Service Westend T-Pont I Zalaegerszeg T-Pont
  • 30. With this knowledge Linda can better manage her agents, her shop and can help more effectively her agents
  • 31. If you are curious for the tools that…..Linda uses…. www.tudasbanya.hu