Its all about customers journey

1. Its all About Customer Journey
Deden Mulyana
Business Development & Strategic Manager
PT. VADS Indonesia
Puri VADS
JL. HR Rasuna Said Kav H 1 - 2
12920 Setabudi - Jakarta Selatan
(M) : +62 818 0202 1199
(T) : +62-21-5273320 ext. 22263
(F) : +62-21-5273323
Web: http://www.vads.co.id

2. VADS Berhad (VADS) is one of Malaysia’s leading Integrated Managed ICT/BPO
Service providers. VADS was incorporated on 29 November 1990 and formed in
1991
1991, Having grown from a joint venture between :
PT VADS Indonesia (PT VADS) started its operations in Indonesia on December
1, 2008. PT VADS shareholders are
IBM Global Network Services Telekom Malaysia Berhad (TM)
VADS today is a wholly-owned subsidiary of TM
About VADS
VADS Berhad VADS Business Process, Sdn. Bhd

3. VISION
To become an international service excellence standard BPO, delivering total
solution to our customers, sharing mutual benefit to our partners and
providing a good place to work for our employees
MISION
To deliver service excellence in a standarized, effective, efficient and
courteous manner that brings satisfaction to our clients and their
customers, partners and employees
Vision & Mision
3

4. PT VADS Provides
Social MediaData Center
Helpdesk/
Service desk
Contact Center
Service Solutions
Human Capital
Management
Customer Service
Learning Center
© 2014 PT VADS Indonesia – Confidential

5. JAKARTA JOGJAKARTA Coming soon...
SEMARANG

6. Contact center Data Center System Training Room
Telepresence Gadget Lab Non system training room
Pantry Musholla Breakroom
PT VADS Facilities Jakarta-Jogjakarta

7. PT VADS Client List based on Services
Training Full Outsourced Inbound
Managed Service Outbound, Social media

8. ASTRA Goes 5-Star RFVIL Complaint is a GIFT
Balanced Scorecard sebagai
instrument pengukuran kinerja
lembaga pemerintah
Enhancing and Improving the
Corporate Secretaries
Competency in the Changing
Business World
• Change Your Life, Change Your
Service
• Communicate and Manage to
Win
EXPERIENTIAL LEARNING

9. Customer-Focused Company Culture
Transformation
Hermina One Team one Service
Dompet Dhuafa Goes
5-stars
CRM Projects MarathonCHANGE YOUR LIFE for SILOAM
Change Your Life, Change Your
Service
EXPERIENTIAL LEARNING

10. I Shine too
If You Shine
Quality Expertise
Operation
excellence
•Partnership
•Value Add
© 2014 PT VADS Indonesia – Confidential

11. 81
94
70
15
2010 2011 2012
+367%
+34%
2013
-14%
CSI
2014
+4%
-8%
+31%
90%
2013
87%
2012
66%
2011
72%
CSAT
PT VADS Peformance

12. Indonesia Platinum Award 2012-2013
The Most Trusted Company Of The Year
From: Coordinating Minister of Economics and People Welfare
12
The Best Outsource Contact Center 2011 by
Contact Center Association of Singapore - APAC
the best Contact Center Leader in
the World
November 2011
Contact Center World

14. design for service???? this is service design???
journey maps promote emotional contact with
insight, distilling research into a concise, visually compelling
story of the customer’s experience j.bezos (CEO AMAZON)

15. TRANSCEND CUSTOMERS NEEDS AND
DELIVER ON THAT

16. Customer Experience
Lifecycle

17. Coordination's
Develop new government for
customer service
Talents
Develop good customer
Service representative
Alignment
No Agreement on
platform (KPI Reports)
Budgeting
Investment for supporting
the technology
Targeting
Create a good data insight
& Managed the right
customers
The Challenges
In Implementation

18. Alignment

19. Develop the Governance
Set the new KPI
Enhanced the Standard Operational Procedure
Enhanced the Business Process
Lets Start the Engine

20. Alignment
As a expertise in contact center and experienced in managing customers, VADS will work
hand in hand with you to manage your KPI & Service Level
Definition : The percentage of time calls are answered within a pre determined amount of time
How to maintain the Service Level:
 Composing the schedule and staff deployment based on accurate forecasting.
 Tight real time monitoring on floor for hold time and aux non productive based on schedule adherence.
 Taking action to improve Service Level and Maximize Utilization
2008 2009 2010 2011 2012
Performance Service Level per Year
Service level Target
New Look Implementation "
Warm, Friendly & Smart"
Handled by VADSHandled by
Client

21. Coordination

22. 22
Contact Center Relationship (Agents)
Team Leaders
Operations Manager
Governance ManagementGovernance Management
IT Technical SupportIT Technical Support
Reports and AnalyticsReports and Analytics
Workforce ManagementWorkforce Management
Quality AssuranceQuality Assurance
Training and DevelopmentTraining and Development
Knowledge ManagementKnowledge Management
Recruitment and HiringRecruitment and Hiring
Human Capital ManagementHuman Capital Management
CSAT Quality Speed Service Cost
• Customer Satisfaction
Surveys (Optional)
• Transaction Monitoring
• Process Level Audit
• Service Level
• Abandon Rate
• Contact Resolution
• Average Handle Time
• Cost per Headcount
Operation Support Knowledge & Development Human Capital
Technology Enablers
Business Process & Procedures
Proposed Contact Center Operational Model
22
Coordination's

23. Proposed Reporting and AnalyticsProposed Reporting and Analytics
Report Type Frequency /
Report Time
Scope Distribution List
Monthly Performance
Report
 Contact center
performance report
(weekly)
Monthly,
Monday
12:00 PM
 Weekly performance as off previous
week, Monday – Sunday
 Performance KPIs will be summarized
into a weekly total.
VADS: Project Mode
 Steering Committee
 Project Team
VADS: Post Live
 Client Relationship
 Operations Manager
CLient’s :
 Management Team
Quarter Performance
Report
 Contact center
performance report
( monthly)
Quarterly,
 1st Wednesday of
the month
 If falls on a non
working day, the
report shall be sent
on the next
available working
day 12:00 PM
 Monthly performance as off 1st till the
30th /31st of each month, cut off time is
11pm
 Performance KPIs will be summarized
into a month total

24. Talents

25. Access the Talents
Certified by international Certification
VADS will managed your Call Center KPI
Self Managed Managed Service By
VADS
VADS will managed your Call Center Attrition
VADS will managed your Call Center Development
Call Center Staff is dedicated for your Contact Center
No Standardization to Managed Call Center
Effort to managed your Call Center KPI
Big Effort to Managed the Attrition
Big Cost to develop the Human Capital for Call Center
VADS provide dedicated Customer Engagement Championship for your Call Center
CCO CEC
Agent CEC

26. Organization ChartOrganization Chart
VADS Operations Manager
VADS Head of Operations
VADS
Share Resources
Reporting Human Capital
Shared Ops Support resources
Technology
Support
Client Account
Management
Dedicated
resources
Shared Ops Management
resources
Customer Service
Relationship
Team Leader
© 2012 VADS Berhad 26
Quality Assurance
Vendor Management OfficerVendor Management Officer

27. Wall of Leaders….
To aspire front liners to
be future leaders.
2 PC based Training rooms
2 Classroom for soft skills
Total : 182 seats
Customer Service Learning Center

28. Targeting

29. Collect
Information
Customer
Information
Managed the customers Insight

30. Support by the Technology

31. 31
OverviewOverview of the Contact Centre Facilityof the Contact Centre Facility
Gadget Lab
VADS Building in Jakarta & Infrastructures
Server & Data Center

32. Contact Center - System Overview
Automatic Call Distribution (ACD) System
•Automatically distributed calls to agent & integrated with CTI & IVR system
•Support for connection external database / CRM
•Implementing Best Service Routing
Recording & Monitoring System
•Real time Monitoring all agent activity with voice recording and screen recording
•Quality Monitoring system supporting to KPI target
•Historical Data recording Voice and Screen
Reporting System
•Real time Reporting system for all agent activity integrated with Wallboard
•Historical Reporting system
•Custom Reporting base on user requirement
Work Force Management System
•Forecasting & Scheduling with many feature on system
Disaster Recovery Center (DRC) & Disaster Recovery Plan (DRP)
• PT VADS implementing Disaster Recovery Plan on PT VADS DRC at Jogjakarta
• Replication of Jakarta site call center system and automatic switch system to DRC on disaster condition
System Connectivity
• Multiple Provider for connectivity
• Local and international backbone connectivity ready

33. QMS
Knowledge
BaseVoice RecorderStorage
ServerReporting CRM
Local Area Network
Secondary Site (Jogjakarta)
QMS
Knowledge
Base
Voice Recorder
Storage
ServerReporting CRM
Local Area Network
Primary Site (Jakarta)
Router &
Firewall
PRI
ISDN
PRI
Call Centre
Telephony
Call Centre
Telephony
Internet
Connectivity
Client’s Database System (if Any)
Inbound Calls / Outbound
Customers
TelephonyTelephony
NumberNumber
Client’s Office & Branches
System Flow Design (Scenario)
Internet
Connectivity
Router &
Firewall

34. Budgeting

35. Tco
Profit
OUR OFFERINGOUR OFFERING
By using a qualified outsource provider, you free your time and energy to focus on the core business. In addition, you gain an economy of
scale and expertise that lowers cost and increases performance.
VALUE
 Focus resources on profitable activities
 Reduce overhead
 Eliminate redundancy
 Smooth demand
 Gain expertise – and speed
 Improve performance
 Increase profitability
 Safe investment in premises cost

36. "Do what you do best and outsource the rest."
Tom Peters and Peter Drucker

37. Managed Service Framework

38. • Focus on Core-Business competencies
“Companies can focus on their core-business. This can be done by updating strategy and restructure the resource (human and financial) available.”
• Saving and control operational Cost
“Companies that manage their own human resources will have greater financial structure than the companies, which handed their management of its human resources to
outsourcing vendors”
• Utilizing competency of outsourcing vendor
“This competency is gained through their experience in providing and managing human resources for various companies”
• Companies become leaner and more agile in responding the market demand
“companies can divert limited resources from jobs that are non-core, and indirectly affect the earnings and profit of the company, to a strategic core-business
occupation, which in return can improve customer satisfaction, revenue and profitability”
• Reduce business risk
“companies are able to hire fewer employees, and selected a core course. If the business situation is good and needed more employees, Meanwhile if the business situation is
deteriorating and company needs to reduce the number of employees, then the company only reducing the number of outsourcing employees which will reduce the monthly
expenses and employee severance cost”
• Acquire improvement and improve efficiency in the jobs that are non-core
“Currently many companies decided to transfer at least one non-core job for whatever reasons they have. They generally recognize that recruiting and contract
employees, calculate and pay wages, overtime and benefits, training, public administration, and to ensure all processes run in accordance with laws and regulations in a
complicated job, much time, thought, and substantial fund to spend”
• Comply with Minister Regulation No 19 Year 2012
“All employee must permanent employee but especially for non core business can be managed by other company as Manage service”
Reason to Managed Service to VADS

39. Thank you