1. True Move iPhone Care Center Presentation
Presented by: True Move
Date: Apr 8, 2010
2. Agenda
• Who is True
• True Move iPhone Care Center
What we do
How to contact us
Service Strategies
People Strategies
Performance & Customer satisfaction
3. True Brand Vision
to bring knowledge, information, entertainment and
convenience to every household as well as the youth of
thailand. at the same time, we aim to enhance value for
our shareholders, customers, organization and
employees.
Creative : Caring : Courageous : Credible
4. 16.01.09
first iPhone support center in Thailand
to provide after sales services including
use of handsets and applications.
launched on
5. True Move iPhone Care Center
Always deliver
“Great Customer Experience”
6. Our objectives
• To be the contact point of choice for providing best service through innovation
solutions and higher performance of technical skills.
• To serve our business with maximum return
by utilizing our most productive workforce.
• To be the preferred workplace for staff.
7. Team structure
211 agents
Enquiry (share with 1331)
49 agents
L1 Technical Service
21 agents
L2 Technical Service
8. What we do
Inbound Service
• Order taking and process
• General enquiry
• Technical support
• Up-selling and cross-selling
Outbound Service
• Follow up cases
• Proactive communication
9. Our Contact Channel
voice non voice
Phone + IVR Website Chat Email
08-2000-3333 truecorp.co.th truemove_care@truecorp.co.th
truemove.com iphonecarecenter@truecorp.co.th
social media self service web
facebook.com/TrueMove3G
Twitter : @mytruemove Youtube Podcast
10. Offered Call & Subscriber Base
2008
Promotion & Billing Technical Handset Only Handset + Price Plan
120000
100000
80000
60000
40000
20000
0
an eb ar pr ay un ul ug ep ct ov ec an eb ar pr ay un ul
17. People Strategies
People are key to m
ake the difference.
Recruitment
Training &
Motivation
Testing
Career
Recognition
Model
18. Recruitment
our strategies
• personality test and interview based on competency
• role play
• listening call & analysis
• GMA (general mental ability test)
19. Training & Testing
training material translate to Thai training & testing
apple focus on following : training process must complete 2 week
• marketing, promotion, price before launch new product or software version
• knowledge
• after sale & maintenance
21. Career Model
er model
the objective of the care
• to create opportunities for employee advancement within own
call center or across call centers, or to other back-office
functions.
• developing capabilities of employees and business potential.
• building morale for employees, engage to stay with the
organization.
22. Career Path
MCC : Postpaid / Prepaid
Gold Special Tech : Fun. SPT
Silver
MCC : Prepaid / Postpaid / Billing MCC : CVC_TVS
Special Tech : iPhone L2 + Basic Tech Platinum Special Tech : Int. SPT
Bronze MCC : iPhone L1 (3G) / ATB3
MCC : Promotion - OTA
Special Tech : iPhone L1
Emerald Special Tech : Adv. SPT
IBCC : Fun. IBCC
Diamond
MCC : iPhone L1 (3G) / ATB3
Special Tech : Super SPT
IBCC : Int. IBCC
23. True Dialogue Session
dialogue allows shari
ng of ideas.
setting end key action norm of interaction
“SPEAKING” process attitude instrument genre
26. Engagement Score
2008
total 2009 54%
say
stay strive
2008 2009 2008 2009 2008 2009 2008 2009 2008 2009 2008 2009
I would highly I would recommend It would take a lot I hardly ever think TRUE inspires me Employees here are
recommend TRUE TRUE to others as a to get me to leave about leaving TRUE to do my best work always willing to put in
to a friend seeking good place to work TRUE to work somewhere every day extra efforts to help
employment else TRUE to succeed
