9138863 coca cola050906


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  • Relationship with TCCC
  • 9138863 coca cola050906

    1. 1. CCNG Network Meeting May 9, 2006
    2. 2. The world’s largest marketer, producer and distributor of Coca-Cola products. <ul><li>We operate in 46 U.S. states, Canada, Belgium, continental France, Great Britain, Luxembourg, Monaco and the Netherlands </li></ul><ul><li>We employ 74,000 people and operate 431 facilities, 54,000 vehicles and 2.4 million vending machines, beverage dispensers and coolers </li></ul>
    3. 3. How We Got Started <ul><li>Made/took first call in July 2003 </li></ul><ul><li>Primary focus was sales with service being a logical fit </li></ul><ul><li>Started with less than 50 employees </li></ul><ul><li>Moved into the building during construction </li></ul><ul><li>Converted a division every two months </li></ul><ul><li>Implemented four major solutions during the first year </li></ul>
    4. 4. Customer Development Center Functions <ul><li>The CDC handles three major functions for CCE’s six U.S. business units: </li></ul><ul><ul><li>We act as an extension of our field sales teams </li></ul></ul><ul><ul><li>We provide professional account management services </li></ul></ul><ul><ul><li>We provide one point of contact for our customers </li></ul></ul><ul><ul><li>Our goals : </li></ul></ul>Inbound Outbound Equipment Service Call Handling Customer Support Call Handling Drive Sales Performance Revolutionize Customer Support Generate Savings & Efficiencies Inside Sales
    5. 5. West Southeast Southwest Mid West Great Lakes Northeast Tampa Annapolis Annapolis – 99 employees Tampa – 389 employees Open – 365 6am to 3am Center Locations
    6. 6. Cross- Training Integration Operating Structure
    7. 7. CSR Customer or Consumer Customer Service Overview Distribution Repair Customer Support Product Service Support Call Types
    8. 8. CDC Answers Customer Call Live, Quickly, Professionally Captures Customer Request Sends a Customer Support Ticket Field Receives a Customer Support Ticket Via Preferred Method - E-mail, Text Page, Voice Mail Field Contacts Customer Sets Expectation to Meet Customer’s Request Field Contacts CDC to Close Ticket and provide closing comments CDC Tracks & Reports Customer Requests Historical CST Data is Analyzed CDC and Field Collaborate to Determine System Improvements to Better Serve our Customers Customer Support Overview
    9. 9. Customer ISR Distribution 24/48 hr Inside Sales Overview
    10. 10. Technology Suite A comprehensive solution providing tools to understand and proactively deliver the skills, knowledge and information required for optimal sales and customer service performance A workforce scheduling tool used to staff the right people in the right place at the right time A call monitoring and recording tool used to identify and address global as well as agent-specific quality improvement opportunities Interaction Center provides agents with the customer, transaction, and product information they need to deliver quality service Internally developed front end web application that allows inbound agents to quickly review customer information and satisfy customer requests B.O.S.S.
    11. 11. <ul><ul><li>Supporting 305 Sales Centers, 1,445 Sales Routes and 265,271 active inside sales customers </li></ul></ul><ul><ul><li>21.2 million bottle/can cases </li></ul></ul><ul><ul><li>9.5 million gallons in fountain sales </li></ul></ul><ul><ul><li>Averaging 472,300 cases per day, generating over $4.5 million in revenue per day </li></ul></ul><ul><ul><li>Taking over 77,000 inbound calls per week </li></ul></ul><ul><ul><li>CDC Transaction volume: </li></ul></ul><ul><ul><ul><ul><li>Sales – 58% </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Service – 23% </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Support – 19% </li></ul></ul></ul></ul>At A Glance March 2006 YTD
    12. 12. <ul><li>Supervisor to agent: 1 to 15 </li></ul><ul><li>Supervisor to lead: 2 to 1 </li></ul><ul><li>WFA to agent: 1 to 78 </li></ul><ul><li>QA to agent: 1 to 70 </li></ul><ul><ul><li>Monitors to agent per month: 4 - 8 </li></ul></ul><ul><li>Trainers to agent: 1 to 81 </li></ul><ul><li>Annual Turnover: 50% </li></ul><ul><li>Casual Dress </li></ul><ul><li>New Hire Training: 4 weeks (2 in nesting) </li></ul><ul><li>Majority FT employees </li></ul><ul><li>Hiring done through CCE Direct, Adecco and Spherion </li></ul>At A Glance
    13. 13. <ul><li>Customer Service Goals </li></ul><ul><ul><li>Service Level 80/20 </li></ul></ul><ul><ul><li>Abandon Rate < 3% </li></ul></ul><ul><ul><li>Adherence > 95% </li></ul></ul><ul><ul><li>AHT no goal </li></ul></ul><ul><li>Inside Sales Goals </li></ul><ul><ul><li>Calls Processed per Hour </li></ul></ul><ul><ul><li>Orders Captured per Hour </li></ul></ul><ul><ul><li>New Brand/Product Penetrations </li></ul></ul><ul><ul><li>Average Cases per Order </li></ul></ul>At A Glance Performance Goals
    14. 14. Continuous Improvement Process Action Stream Identify Opportunities Coach Employees Review Top Errors and Determine Training Develop Training Content Review & Approve Content Schedule Training Review Training Participation & Comprehension Support Organization Quality Monitors/Error Processing/FISH Box Suggestions Supervisors Quest Council Interactive Learning Development (Knowlagent) or Training (Refresher Training, Quest E-mails) Content Review Work Force Quest Council
    15. 15. Supervisors Employees REDUCE TURNOVER Leadership Turnover Strategy Employee Referrals Language Differential Knowlagent Recruiting & Selection Perfect Attendance Agent Lifespan TalentKeepers Organization/Company-Sponsored Programs Human Resource Tools & Processes