1. The SOC Intermediary Desk (SID)
The bridge between First Tier and Second Tier support teams.

2. Contents
• What is The SID?
• Challenges faced in the SOC environment (based on a QA report)
• Why implement it?
• VOC Breakdown on what the current situation is
• Forecast of what the results can be should the SID be implemented
• SWOT ANALYSIS OF SID
• How will The Bridge Centre combat the Threats and Weaknesses
faced
• Questions

3. What is The SID?
The SID acts as a filtration system for SOC, ensuring that SOC attends to the important
cases ONLY.
We will act as internal analyst's to better the processes and procedures internally
Incident Management :
- Handling all incidents and requests with an OLA and SLA of less than 24hr
Case Management:
- Handling all cases with an OLA and SLA of less than 12hr.
In simple terms, as mentioned previously it is the bridge between AEGIS, SOC and
THIRD TIER SUPPORT.

4. Challenges faced in the SOC environment (based on a QA report):
o Customers complained about the process time. The time between when a query is logged
and when a solution is provided is too long.
o Between the opening and closing of a case they do not get updates.
• No feedback received from the back offices.
• Cases SOC areas not responsible for (e.g.. Collections, cancellations cases, FMC, cases logged
in error by store/CC that are closed by a SOC agent affected NPS negatively).
• Assignment of cases from queue to agents impact on case SLA.
• FCR needs to be improved at both Call center & at SOC level.
The SID will be equipped to handle any challenges that arise apart from the ones mentioned
above.

5. Why implement it?
Telkom is on the verge to improve their customers experience which is
why strategic systems such as VOC and the NPS have been implemented.
• The SID targets most, if not all the challenges faced within the SOC environment.
• The SID is designed to ensure that the Customer comes FIRST.
• It acts as an intermediary between SOC, AEGIS and THIRD TIER SUPPORT to ensure that
unnecessary work does not get logged to SOC which in turn will ensure efficiency and
increase the standard of work.
• SOC can focus on what is deemed important or requires more troubleshooting, on a second
tier level.
• By implementing this system it allows QUALITY and QUANTITY to work together.
• Queue Reduction and improves FCR and NPS
• Improve the quality of work coming to SOC and the feedback provided by SOC to clients.
(Outbound Calls)
• It allows us to ensure that all agents are skilled enough to handle the work designated to
them.

6. VOC Breakdown on what the current situation is:
4%
4%
5%
3%
11%
Excellent
Good
Poor
Very good
Very poor
Feedback Quality:
4%
3%
7%
2%
21%
Excellent
Good
Poor
Very good
Very poor
Keeping you informed
on progress:
Process time:
7%
8%
7%
1%
3%
6%
29%
7%
3%
24%
Acceptable
Difficult
Easy
Excellent
Good
Poor
Very difficult
Very easy
Very good
Response time:
5%
6%
8%
5%
26%
Excellent
Good
Poor
Very good
Very poor

7. 3%
2%
4%
2%
17%
Excellent
Good
Poor
Very good
Very poor
Solution Effectiveness:

8. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
April - June July August September October
NPS Forecast for the months of Aug-Oct
Positive Negative
Forecast of what the results can be should The SID be implemented:
April - June July August September October
Positive 18% 27% 33% 53% 70%
Negative 82% 73% 67% 47% 30%
SOC: 26-35%
Closure rate of 30-40% Daily
WEBFORCE: 16-20%

9. SWOT ANALYSIS OF THE SID
S W
T
Strengths
• Improved SLA
• First Case Resolution
• Quality of work is improved
• Accurate reports can be generated
• Future challenges can be resolved at a
faster pace
• Skills development
• Estimated 30-40%
Opportunities
• Growth within SOC (the creating of
more departments)
• Impowering agents with horizontal
growth
• Skills development programs
Threats
• System Downtime
• Lack of correspondence between Tier
3 and Tier 2
• Irrelevant feedback from Tier 3
O
Weaknesses
• Unreachable customers
• Low NPS rating due to Data Disputes
• Agent Behaviour

10. How will The Bridge Centre combat the Threats and Weaknesses faced:
W
Unreachable customers:
Short term goal:
• Increased amount of attempts to
contact the client
Meduim term goal:
• Inbound IVR
Long term goal:
• “VOC” for the unreachable client.
Low NPS rating due to
Data Disputes:
Short term goal:
• Training and skills development
programs, will ensure that the
agent is skilled enough to close a
case with the client being happy.
Meduim term goal:
• Creating manuals and tools to assist
an agent with making a client
happy.
Long term goal:
• Ensure that a customer gets
educated about how DATA works
• Data Calculator
• An educational sms
• Implement systems that have been
created to assist agents.
Agent behaviour:
Short term goal:
• Weekly-Monthly employee surveys, to
ensure that the environment is
comfortable for them to work in
Meduim term goal:
• Team building exercises and meetings
will ensure that the surpvisor knows
what is happening in the agents life
personally and professionally
Long term goal:
• QA will also assist in ensuring the agent
is fully equipped in dealing with the
work provided to them

11. Lack of correspondence
between Tier 3 and Tier
2:
• Regularly meetings will be held
with agents and the different
departments to ensure that there
is a mutual understanding
• Agents will be exposed to the
departments they correspond with
in order for them to relate to what
is being done.
System Downtime:
• Agents will ensure that the client is
made aware of the problem, if
possible.
• Reports and statistics will be
generated by my team, to influence a
strategy that reduces the risk of
system downtimes.
Irrelevant feedback from
Tier 3:
• Agents will ensure that when
escalating to other departments
they fully understand what is
required.
• Reports will be generated to
ensure that all feedback reiceved is
relevant
• Agents will also ensure that when
logging an incident or case, it is
simple and easy to understand

13. QUESTIONS