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Barclays Bank Egypt History …

Barclays Bank Egypt History
Customer Service Skills
Telephone Skills
Call Centre KPI's

Published in: Business, Economy & Finance
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  • 1. Ground Rules Ask Questions Mobile Silent Respect Others No Side Talks Attention
  • 2. Welcome in Barclays Call Centre Hotline..
  • 3. Know you Organization
    • This Bank traces its origins back to 1690 when John Freame and Thomas Gould started trading as goldsmith bankers in Lombard Street, London.
    • The Name “ Barclays ” became associated with the business in 1736, when James Barclay , son-in-law of John Freame, one of the founders, became a partner in the business.
    • In 1728, the bank moved to 54 Lombard Street, which was identified by the “Sign of the Black Spread Eagle”, over the years becoming a core part of the bank’s identity.
  • 4.
    • Barclays Group Chairman is Marcus Agius , and the Chief Executive is Bob Diamond . They are supported by Barclays Executive Committee and the Board of Directors.
    • Since 2004, Barclays has sponsored the Premier League.
    Know you Organization
  • 5.
    • Where we operate??
    • Zimbabwe
    • Taiwan
    • Rwanda
    • Netherlands
    • Japan
    • Guernsey
    • Cyprus
    • Zambia
    • Switzerland
    • Russia
    • Mozambique
    • Italy
    • Gibraltar
    • China
    • USA
    • Spain
    • Qatar
    • Mexico
    • Israel
    • Ghana
    • Cayman Islands
    • UK
    • South Korea
    • Puerto Rico
    • Mauritius
    • Isle of Man
    • Germany
    • Canada
    • Uganda
    • South Africa
    • Portugal
    • Malaysia
    • Ireland
    • France
    • Brazil
    • UAE
    • Singapore
    • Philippines
    • Luxembourg
    • Indonesia
    • Ethiopia
    • Botswana
    • Thailand
    • Seychelles
    • Pakistan
    • Kenya
    • India
    • Egypt
    • Australia
    • Tanzania
    • Saudi Arabia
    • Nigeria
    • Jersey
    • Hong Kong
    • Denmark
    • Argentina
  • 6. Barclays Bank History
    • 1864 Barclays First showed in Egypt
    • 1920 Extensive Branch Network
    • 1956 Barclays Operations were taken over by the Egyptian Government
    • 1975 Re entered Egypt – Joint Venture “Banque du Caire Barclays, International SAE”
    • 2004 100 % Barclays Bank PLC
    Barclays has been present in Egypt since 1864 and serves around 300,000 customers across the country through a network of 65 branches (Current 60) and 109 ATMs.
  • 7. Barclays Bank Structure Customer Service Card Operations Loans Operations Collection Account Opening Khaled EL Gibaly Managing Director HR Legal Finance COO Corporate Others
  • 8. Customer Service Structure Customer Service Call Centre Complaint Unit Service Quality
  • 9. Call Centre Structure Service Level % Accuracy % Retention Rate % Call Centre Head Inbound Operation Retention Retail 16222 Premier 16122 Quality Workforce Assets Cards
  • 10. What thy do? Support all customers in service queries, complaints handling. Complete transactions online using the bank’s systems & processes. Handle the Workforce, MIS & Quality Assurance over the call centre. Use necessary tools provided as prevent attrition of customers over the phone across various segments like cards, loans, liabilities etc. Call Centre Head Inbound Operation Retention
  • 11. Call Centre Metrics Abandoned Calls after Threshold Abandoned Calls - Abandoned Calls after Threshold Abandoned Calls before Threshold Abandoned Calls Answered Calls after Threshold Answered Calls - Answered Calls after Threshold Answered Calls before Threshold Offered Calls - Abandoned Calls Answered Calls Offered Calls
  • 12. Call Centre Metrics Answered Calls before Threshold + Abandoned Calls before Threshold / Offered Calls X 100 Abandoned Calls after Threshold / Offered Calls X 100 Total Talk Time in seconds + Total Hold Time in seconds / Answered Calls Call Centre Metrics Service Level Abandoned Rate Average Handling Time
  • 13. Example for Performance Abandoned Calls after Threshold / Offered Calls X 100 1 % Abandoned Rate Answered Calls before Threshold + Abandoned Calls before Threshold / Offered Calls X 100 89 % Service Level 10 20 30 100 870 970 1000 Abandoned Calls after Threshold Abandoned Calls - Abandoned Calls after Threshold Abandoned Calls before Threshold Abandoned Calls Answered Calls after Threshold Answered Calls - Answered Calls after Threshold Answered Calls before Threshold Offered Calls - Abandoned Calls Answered Calls Offered Calls
  • 14. Example for Target Performance Abandoned Calls after Threshold / Offered Calls X 100 2 % Abandoned Rate Answered Calls before Threshold + Abandoned Calls before Threshold / Offered Calls X 100 80 % Service Level 20 20 40 180 780 960 1000 Abandoned Calls after Threshold Abandoned Calls - Abandoned Calls after Threshold Abandoned Calls before Threshold Abandoned Calls Answered Calls after Threshold Answered Calls - Answered Calls after Threshold Answered Calls before Threshold Offered Calls - Abandoned Calls Answered Calls Offered Calls
  • 15. Example for low Performance Abandoned Calls after Threshold / Offered Calls X 100 3 % Abandoned Rate Answered Calls before Threshold + Abandoned Calls before Threshold / Offered Calls X 100 75 % Service Level 30 30 60 220 720 940 1000 Abandoned Calls after Threshold Abandoned Calls - Abandoned Calls after Threshold Abandoned Calls before Threshold Abandoned Calls Answered Calls after Threshold Answered Calls - Answered Calls after Threshold Answered Calls before Threshold Offered Calls - Abandoned Calls Answered Calls Offered Calls
  • 16. Volume in the Call Centre History
  • 17. Nortel Screen (Queue Status) Aux Reason Phone Login ID Idle : Agent is Ready to receive Call Not Ready : Agent is not Ready to receive Call due to Break or task or meeting or training Active : Agent has a Call Time in State : This is the Time which show the duration of Call, Not Ready, Hold or Idle. Extension Number Type of the Call On Hold : Agent put the Customer on Hold Agent Name In Calls Status : Status of the Agent when he logged in
  • 18. I need to success & get more Experience through my current Job, What I should do???
  • 19. Hii Guys Full Adherence & 100 % Productivity
  • 20. What is your Job Title? Telephone Agent Inbound Agent Customer Service Agent Call Centre Agent Customer Service Representative
  • 21. Why “Customer Service Representative?? Customer Service Representative = ممثل خدمة العملاء Customer Service is a part of the Bank What is Customer Service?
  • 22. What is Customer Service? Customer Service means: Exceeding the customers expectations, by covering their queries & solving their problems to be satisfied. Talkers & Walkers Customers A satisfied Customer inform 8 people An unsatisfied Customer inform 25 people (or may be more)
  • 23. By believing in “if you didn’t give your client what he wants somebody else will” So What Do callers Expect from us?
  • 24. Callers Expectations
    • The caller was not placed on hold for too long.
    • The call was not answered without holding, transferring or calling back.
    • The rep behaved in a professional manner.
    • Call Centre agent captured all needed & useful information from the caller quickly and accurately.
    • Handling of call doesn’t create problems for other departments.
    • All answer were accurate.
  • 25. Keeping a Customer You are saving: Job Effort Money Time
  • 26. Reasons for Changing Supplier Because of an employee indifference 68 % Because of dissatisfaction with the product 14 % Because of competition 09 % Because of other friendship 05 % Because of change of location 03 % Because someone died 01 %
  • 27. The Customer wants you to
    • Greet me
    • Value me
    • Help me
    • Listen to me
    • Invite me back
  • 28. Use the PERFECT Model
    • P olite
    • E fficient
    • R espectful
    • F riendly
    • E nthusiastic
    • C heerful
    • T actful
  • 29. Professional Greeting
    • Immediate Attention to customer in answering phone
    • Proper Identification of the company
    • Greeting time
    • Introducing the employee
    • Welcoming sentence
    • Warm & enthusiastic voice pitch that reflect the smile
    • Voice speed to be regular with clear wordings
  • 30. Professional Closing
    • Ask for any other assistance
    • Thanking the customer for dealing with the company
    • Proper company close or statement
  • 31. Our Greeting & Closing Greeting (From 12 AM to 12 PM) Good Morning – Barclaycall – Mohamed speaking – How may I help you? صباح الخير – باركلي كول – محمد مع حضرتك Greeting (From 12 PM to 12 AM) Good Afternoon – Barclaycall – Mohamed speaking – How may I help you? مساء الخير – باركلي كول – محمد مع حضرتك Ending في أي استفسار تاني عند حضرتك؟ تحت أمر حضرتك يا فندم .. شكرا لاتصال حضرتك ببنك باركليز لحظات ححول حضرتك باستطلاع الرأي ..
  • 32. What is the difference between Hearing & Listening? Listening: To give attention to a person or thing that you can hear Hearing: To receive or become aware of a “sound” using your ears
  • 33. Strategic Listening
  • 34. Strategic Listening
    • Show respect for our customers
    • Customers feel cared about; their human needs are acknowledged
    • Helps us understand our customer's needs
    • Diffuses angry or upset customers
    • Leads to successful resolution of issues
    • Builds trust and rapport, enhancing customer loyalty
    We know listening to customers is important…. But why?
  • 35. Strategic Listening
    • Puts us at a disadvantage
    • We miss important information
    • Issues can escalate
    • Damage customer loyalty
    What are Risks and cost if we don't listen?
  • 36. Strategic Listening
    • Let the customer speak & focus on what he says
    • Look for the direct and indirect messages from the customer
    • Listen to their voice rather than your voice
    • Be a consultant for the customer, not a seller
    • Apply the Power of Silence: Wait for 3 seconds after you ask a question for the customer to answer
    How do we develop Strategic Listening Skills?
  • 37. Hold Protocol
    • Putting Customers on Hold can be a problem:
    • Putting people on hold can be a touchy (sensitive) subject. Many customers fear being lost in the hold never-never land.
    • Most of us have had at least one frustrating experience with terminal hold.
    • Reasons for Hold
    • Pulling up an account in order to answer questions or make a transaction
    • Checking with a supervisor or another department
    • Performing troubleshooting steps to identify the cause of a customer issue
  • 38.
    • The Golden Rule to put the Customer on Hold
    • Ask permission to put on hold
    • Provide a Reason to put on hold
    • Wait the Customer approval
    • Uses hold button
    • Hold not exceed 01:30
    • Get the Customer attention after holding
    • Thanks Customer for holding
    • Apologizes for long holding
    • The Golden Rule to put the Customer on Hold
    • Ask permission to put on hold
    • Provide a Reason to put on hold
    • Wait the Customer approval
    • Uses hold button
    • Hold not exceed 01:30
    • Get the Customer attention after holding
    • Thanks Customer for holding
    • Apologizes for long holding
    • Don’t
    • User force hold
    • Exceed 01:30
    • Put Customer on hold for more than 2 times
    • Use mute button
  • 39. Telephone Courtesy & Etiquette
    • Using the customer name during the call (if possible) make a kind of rapport between you and the customer. It makes the customer feel that you already know him.
    • You can use the customers name at least two times during the call.
    Use of Customer's Name during the Call (minimum twice/call)
  • 40. Telephone Courtesy & Etiquette
    • We all miss some details in any conversation. The important thing to remember is to confirm your information when your customer gives you an opportunity. Interrupting him in mid-sentence send several messages.
      • You're not polite or sensitive to his feelings.
      • You're not listening to what he is saying.
      • You're may have missed other important information.
    Allows customer to talk without interruption
  • 41. Telephone Courtesy & Etiquette
      • Listen : Allow them to express their concern or to share their side of the story.
      • Questions : Seek clarification of the problem. Determine the situation involved.
      • Show Empathy : Attempt (try) to understand what the customer is experiencing and take action to help resolving the situation.
    Portray positive Attitude
  • 42. Telephone Courtesy & Etiquette
      • Follow up : Find the best solution, use creativity and follow company policies as you seek to create a positive outcome for the customer.
      • Restate : Restate what has been decided and how the situation is being resolved. Ask the customer if he has any more questions.
      • End on a positive note : Thank the customer for his understanding. Offer them farewell in a nice manner. Customers are more likely to remember the end of an interaction than the beginning.
    Portray positive Attitude
  • 43. Telephone Courtesy & Etiquette
      • Avoid Discussing Controversial Issues
      • Regardless of what's going on in the world, keep your opinion on any controversial topic to yourself. Religion and politics do not belong in the workplace.
      • Don't tell Jokes
      • Some People may think of jokes as a good ice breaker, but jokes can backfire.
    Good Manners
  • 44. Telephone Courtesy & Etiquette
      • Treat the Customer's Request as Unique
      • This may be the hundredth time today someone has requested this specific item from you, but it is the first for the customer. Treat it as such. .
      • Explain what you're doing
      • When you work on the telephone and customer can't see you, explaining sales and service steps maintains rapport between you and your customers. ("I'm checking your records)"..
    Good Manners
  • 45. 10 Steps to Phone Etiquette Excellence
    • Preparation
    • A Strong Start
    • Building Rapport
    • Effective On-Hold Techniques
    • Effective Call-Transferring
  • 46. 10 Steps to Phone Etiquette Excellence
    • Speaking Clearly
    • Proper Tone of Voice
    • Positive Speech
    • Effective Listening
    • Practice the Golden Rule
  • 47. Professional Language
  • 48. General Soft Skills
    • Match with the Conversation Style
    • Don’t use the mute button
    • Smile while talking
    • Don’t be “CooL”
    • Practice the Golden Rule
  • 49. When you start, What should you do?
    • Don’t “Effty”
      • Effty in Knowledge
      • Effty in Thinking
    • Understand well to the Customer Question
      • Ask Questions
      • Repeat Customer Question to conifrm
    • Don’t think about AHT, but work on decrease it
      • Use the system quickly
      • Learn from the errors (Don’t repeat the errors)
    • Work for Experience not else
      • Not for fun
      • Not for get the money
  • 50. KPI’s
  • 51.
    • Key Performance Indicators are Goals or Targets that measure how well an Organization or Person is doing on achieving its overall operational objectives or critical success Factors for a particular Project.
    KPI’s Definition Always we need to remember It’s Fair Game
  • 52. What is the KPI’s Items which can be Evaluation Measures for the Call Centre Agent? Absenteeism 15 Points   AHT 20 Points   Breaks 5 Points                       KPI's 100 Points                       Late Login 15 Points   Quality 30 Points   Sales 15 Points
  • 53. Agents Obligations & Adhering Adhering Login Time & Manned Hours Keeping SLA on track Adhering Selling Increasing Bank Profit Obligation of the KPI’s Success & Promotions Adhering Quality Decrease the Complaints & increase Customer Satisfaction
  • 54. Thank you so much for coming today.. Hope that you learn some thing..
  • 55. بس خلاص

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