OpenShop

244 views
212 views

Published on

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
244
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

OpenShop

  1. 1. Meet Zoltan….
  2. 2. ….Zoltan works in a ….T-Point Shop………….He is an agent
  3. 3. Zoltan mostly ….. ………. sells…. …everything….
  4. 4. But often provide customer service……….to various customers….. with a number of different problems….
  5. 5. ……Zoltan takes cash whencustomers pays their billsandZoltan takes bill complaints as well…..
  6. 6. ……but frequently he „only” answers questions………..from customers…. .. from (very) frustrated customers….
  7. 7. If Zoltan handles customer requests according to the rules then…… all activities related to the customer request……are booked/recorded ………….
  8. 8. …in here… Customer Care and Billing System of TMH
  9. 9. …..or in here…….. Prepaid System of TMH
  10. 10. …or in here…… D B IC CRM system of TMH
  11. 11. ….Meet Linda……..She is the shop manager,the boss of ZoltanShe is responsible forthe performance andthe efficiency of shops
  12. 12. ….and she isresponsiblefor the performance of each agents …. for their work….for their schedule
  13. 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. 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. 15. …..or because Zoltan is not always an angel….
  16. 16. That is a big headache for Linda how to help her colleges…..to make the next month more successful
  17. 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. 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. 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. 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. 21. ….e.g. Linda can helpZoltan and theother agentsbased onfacts…and real numbers
  22. 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. 23. ..this knowledge can be used for…more control, to design better schedule…that better fits the workload of the shop…..
  24. 24. …or to choose and award the real „star” from the team…
  25. 25. Linda can access easily for some crucial knowledge:1. Utilization of a given agent Empty Low Medium High Full
  26. 26. Linda can access easily for some crucial knowledge:2. The utilization by time period (30 minutes) on a given day
  27. 27. Linda can access easily for some crucial knowledge:3. Comparison of agents for a given day, week, month
  28. 28. Linda can access easily for some crucial knowledge:4. The workload of the days of a particular month
  29. 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. 30. With this knowledge Linda can better manage her agents, her shop and can help more effectively her agents
  31. 31. If you are curious for the tools that…..Linda uses…. www.tudasbanya.hu

×