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Klantcontactoplossingen Bosch CC
 

Klantcontactoplossingen Bosch CC

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Customer loyalty and satisfaction are key succes factors in customer markets. This presentation features outsourced Customer Care solutions Bosch Communication Center offers to achieve improved ...

Customer loyalty and satisfaction are key succes factors in customer markets. This presentation features outsourced Customer Care solutions Bosch Communication Center offers to achieve improved loyalty and satisfaction while controling costs.

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    Klantcontactoplossingen Bosch CC Klantcontactoplossingen Bosch CC Presentation Transcript

    • Bosch Communication Center Introductie Bosch Communication Center Klantcontactoplossingen voor klantloyaliteit, kwaliteit en telemarketing 1 ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Inhoud Algemene ontwikkeling in de consumenten markt Klantcontact en oplossingen Bosch Focus: klantloyaliteit en customer life cycle management Naar strategische partnerships Telesales en telemarketing Kwaliteit en competence management Bosch Communication Center in vogelvlucht 2 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Algemene ontwikkelingen B2C Richting commodisering van producten Focus op core competenties, operational excellence en partnerships Richting cross- en upsell Klant steeds meer “In Charge” Focus op pull marketing en co-creation Gevolgen voor competitieve positionering: Branding en Service worden steeds meer de onderscheidende factoren in de markt! 3 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Aandachtsgebieden en Service oplossingen Aandachtsgebieden Service oplossingen Bosch •Integraal customer life cycle •Klantloyaliteit management •Kwaliteitsmanagement & •Service kwaliteit competence management •Strategische partnerships •Integraal ketenbeheer •Telesales/ / leadkwalificatie •Aquisitie nieuwe klanten pipeline management 4 Confidential | ST-CC/CMC Martin Viermann | april 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Klantloyaliteit in de Customer Life Cycle Consistente brandbeleving in product, marketing en service: “Tone of voice” Transparantie – heldere verwachtingen Excellente klantenservice Overtreffen van klantverwachtingen: Multi channelling – keuzemogelijkheden First contact resolution – één loket Proactiviteit Het betrekken van de klant 5 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Integreren van Customer Life Cycle activiteiten [l] Disfunctionerende functionele structuren Inside –out thinking Klant Neuzen in verschillende richtingen Klant heeft niet één loket Technical helpdesk Klantenservice Resulteert in: Retentie Conflicterende communicatie Sales tussen functionele echelons Onnodig herhaalverkeer Gebrek aan overzicht Gebrek aan proactiviteit 6 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Integreren van CLC activiteiten [ll] Direct koppelen van activiteiten Integreren systemen and methodes Segmenteren van klantgroepen Transparantie over de service Klant Technical helpdesk Customer care solution Klantsegment Klantenservice Telemarketing Retentie Customer care solution Klantsegment Customer care solution Klantsegment Customer care solution Klantsegment 7 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Een voorbeeld van integrale service Customer Life Cycle Management voor een ISP ISP heeft complete klantprocesmanagement bij Bosch uitbesteed Verantwoordelijk voor kwantitatieve en kwalitatieve ontwikkeling van het klantenbestand Telemarketing: Welcome Call Bestaande klanten - proactief tackelen technische issues - upgrading accounts - cross sell toegevoegde waarde - cross selling - verrijking database - management informatie - verhoging klanttevredenheid Technische support & Inbound / proactieve klantenservice retentie - multi channel integrale support - proactieve EOC aanpak - koppeling met welcome & retention - koppeling technische helpdesk - opbouwen klanthistorie - behoud van cancelations - meten van customer satisfaction 8 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Een voorbeeld van integrale service [II] Proactiveren van klantcontact om herhaalverkeer te voorkomen: Welcome:Proactief benaderen nieuwe klanten: Feel good en technische problemen oplossen Cross en up sell momenten creëren Database verrijken Retentie: Proactieve benadering klant EOC Mogelijke technische issues direct oplossen Klant behouden en cross and up sell kansen benutten Resultaten: Voorkomen van herhaal verkeer op technische helpdesk Positieve klantervaring en verhoging klanttevredenheid Directe verhoging van klantwaarde Structurele kostenverlaging 9 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Kwaliteit binnen Bosch Communication Center ISO 9001:2000 Continuous Improvement Process Employees State-of-the-Art Processes Technology Customized selection Redundancy and Definition of all processes emergency strategies processes Initial and regular Documentation of all ongoing training Technology processes Coaching & Quality Continuous evaluation of Monitoring Quality standards, KPI Specification of objectives (Key Performance Indicators) Performance-related Quality meetings, compensation system ISO-Certification Competence management 10 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Competentie Management – ons model selection interview recruitment introduction & assessment Training job profile coaching & recruitment agency on-boarding communication refreshments contents on the job calibration trainings performance outplacement measurement assessment & AHT feedback quality monthly customer satisfaction illness 2-monthly attendance annual conversion 11 ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Telesales aanpak Resultaatgerichtheid: Focus op conversie Kwalitatieve sales met oog op klantloyaliteit en klantwaarde Coaching, motivatie en identificatie Competitieve sales-driven pricing Prestatiebeloning en incentives personeel Knowledge transfer: Quality meetings Structureel managen van bottom up informatie Direct peilen van klantbeleving en terugkoppeling Concurrentieanalyse Uitgebreide rapportage: Geen interesses & Bezwaren Database verrijking 12 ST-CC/SAL Nm Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center B2B Leadkwalificatie en pipeline management Door leadkwalificatie in samenwerking met Sizo Solutions 20% meer conversie: Doelgroepanalyse Profilering prospects Selectie van juiste doelgroepadressen (op basis van de marktdekkende bedrijvendatabase Sizo) Pipeline management: Inzet scripting tool om terugbelafspraken te managen Actieve opvolging van gegenereerde leads Cross sell mogelijkheden ontdekken en opvolgen 13 ST-CC/SAL Nm Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Naar strategische partnerships [l] Strategische partnership is een belangrijke bouwsteen om kwaliteit te borgen en klantloyaliteit te creëren Ontwikkeling nieuwe rolverdeling en verantwoordelijkheden Van end of pipeline naar integrale klantcontactoplossing Van handling calls naar totale “customer ownership” Operationeel naar strategisch Van reactief naar proactief Van afschuiven risico naar risicodeling 14 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Naar strategische partnerships [II] Visie, Klantcontactstrategie & SLA Operationeel management Programma management Performance CLC Pilots Kwaliteitsverbetering en Kwaliteitsmanagement opleidingprojecten Kennismanagement Nieuwe service concepten ICT ICT systeemimplementatie 15 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Naar strategische partnerships [III] Directeur klantenservice Algemeen directeur ICT Manager klantenservice Manager Operations HR Administratie Partnermanager Operations manager Service delivery man. Training & Quality Training & quality teamleiders Teamleider Teamleider Teamleider Senior planner Trafficer 3 de lijns agents Agents Agents Agents Hot seats Performance analyst 16 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Bosch Communication Center –Partner in Klantcontact Portfolio van facilitaire klantcontactoplossingen en business support processen: Multi channel – Telephone, Email, Internet, Fax, Mail Consulting Project- management Training System implementation System operation Database management Knowledge management Fulfillment Administration 17 ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Onze services Communication Monitoring Services Services ► Innovatieve services voor het ► Security en 24/7services voor uitbesteden van klantcontact Alarmmeldingen, monitoring en beveiliging van personen en gebouwen en terreinen Business Trustcenter Support Services Services ► Betrouwbare service for ► Geïntegreerde service voor administratieve taken en beveiligde elektronische business process out- communicatie sourcing, Marketing & Sales 18 ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Onze services: Actief Customer Life Cycle Management Technische helpdesk • Blaupunkt (genomineerd voor de Contact Center Awards 2008) • Online Breedband Inbound sales en order acceptance • Cirque du Soleil • Pro Idee Klantenservice • Lukoil • Online Breedband Retentie • Online Breedband • Ohra Telemarketing: • Nefit • British Petrol • E.on Benelux 19 ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Enkele van onze klanten… 20 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Bosch CC- een business unit binnen de Bosch Groep Robert Bosch GmbH The Bosch Group Consumer Goods and Industrial Technology Automotive Technology Building Technology Bosch Security Systems Bosch Communication Center 21 ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Feiten en Cijfers Sinds 1985 monitoring en In-house Call Center ervaring Sinds 1993 outsourcing voor externe opdrachtgevers Sinds 1998 start van Trustcenter services Sinds 2000 internationalisatie (12 locaties) Bosch Communication Center één van de leidende dienstverleners op het gebied van professionele klantcontact en business support processen: Meer dan 2.750 medewerkers Dienstverlening in alle belangrijke Europese talen State-of-the-art technologie Hoogste data- en informatiebeveiligingsmaatregelen ISO-9001:2000 gecertificeerd kwaliteitssysteem 22 ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Feiten en cijfers Development turnover (m EUR) Number of employees 3.000 2.777 100 2.340 2.500 77 1.930 80 65 2.000 60 51 1.500 1.252 40 898 40 32 1.000 24 26 650 444 20 500 0 0 2001 2002 2003 2004 2005 2006 2007 2001 2002 2003 2004 2005 2006 2007 Number of calls handled (m #) Number of workstations 2.500 2.311 2.103 40 2.000 30 32 1.626 30 25 1.500 1.184 19 20 14 1.000 670 7 9 438 490 10 500 0 0 2001 2002 2003 2004 2005 2006 2007 2001 2002 2003 2004 2005 2006 2007 23 ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • Bosch Communication Center Bosch CC internationaal partner in klantcontact Paris & Liverpool Nijmegen Frankfurt/Main Magdeburg Berlin Forbach (United Kingdom) (Netherlands) (Germany) (Germany) (Germany) (France) Madrid Bangalore Buenos Aires Timisoara Vigo Coimbatore (Argentina) (Romania) (Spain) (India) 24 Confidential | ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.
    • De waarde die Bosch CC toevoegt Een betrouwbare partner door openheid en consistentie Een partner die door een kwalitatieve klantenservice een positieve klantervaring realiseert Een partner die verder gaat dan alleen het beantwoorden van calls en emails Een partner die inspireert door het aanbieden van serviceoplossingen Een partner met een solide financiële backbone Een partner met een ijzersterke brand 25
    • Bosch Communication Center Wilt u meer weten? Neem dan contact op met: Michel van Pijkeren Tel: +31 24 3511 203 Mob: +31 6 53294041 Em: Michel.vanpijkeren@nl.bosch.com 26 ST-CC/SAL Michel van Pijkeren | Maart 2009 | © Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.