Assistt 6.10 help desk bp v.1.2
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The document discusses a Turkish business that provides customer support services. It has over 8,500 employees across 15 locations serving 120 million contacts per year. The business focuses on maintaining up-to-date information through periodic research and development and addressing challenges through human resources training programs and technological solutions like remote assistance tools. The goal is to successfully resolve customer issues and connect with customers of all backgrounds.
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Assistt 6.10 help desk bp v.1.2
- 2. TOPRANKING PHELP DESKE RFORMERSIN Duygu Sevin Business Development Specialist 28 June 2012, Thursday PRESENTER
- 3. TOPRANKING PHELP DESKE RFORMERSIN OVERVIEW 120 million contacts / year. 8,500 employees. 15 locations in 10 cities. Founded in 2007. 9 service channels. Robust infrastructure and technology. 6,500 seats.
- 4. TOPRANKING PHELP DESKE RFORMERSIN Turkish coffee is a tradition that connects generations.
- 5. TOPRANKING PHELP DESKE RFORMERSIN 118 20 Up-To-Date Information Excellent Service
- 9. TOPRANKING PHELP DESKE RFORMERSIN We keep track of most critical problems and recent technologies. Periodic R&D. • Daily (threaths, vulnerabilities, common problems, OS updates). • Weekly (new technologies, products & solutions that enter the Turkish market). UP-TO-DATE INFORMATION
- 10. TOPRANKING PHELP DESKE RFORMERSIN We keep track of most critical problems and recent technologies. On Demand • In case of a newly encountered problem. UP-TO-DATE INFORMATION
- 11. TOPRANKING PHELP DESKE RFORMERSIN We keep track of most critical problems and recent technologies. UP-TO-DATE INFORMATION KB Trouble Shoot Intranet Query BLOG General Opinion Periodic R/D On Demand Up-To-Date Information
- 13. TOPRANKING PHELP DESKE RFORMERSIN HUMAN RESOURCES TECHNOLOGY The C Factor SUCCESS EXCELLENT SERVICE
- 15. TOPRANKING PHELP DESKE RFORMERSIN 1st level support. (Multi-Skill) 2nd level support. Task forces. • Mobile. • Internet Applications. • SME. Enterprise support. HUMAN RESOURCES 94%
- 16. TOPRANKING PHELP DESKE RFORMERSIN Choose agents with Technical Background. Look for Experience and Interest in Technology. Excellent Communication Skills. HUMAN RESOURCES
- 17. TOPRANKING PHELP DESKE RFORMERSIN Initial trainings (4 weeks). • Orientation. • Introductory trainings. • Operational trainings. • Effective Communication Skills training. • Talking IT for the Non-IT training. HUMAN RESOURCES
- 18. TOPRANKING PHELP DESKE RFORMERSIN On-The-Job Trainings. • 2 weeks on-site coaching + on-the-job training. Continious Trainings. • 2 days / 20 days refresh + update. • Crash courses. • Instant reminders. HUMAN RESOURCES
- 19. TOPRANKING PHELP DESKE RFORMERSIN Performance management. Motivation. Non-routine job experience. Professional certification. Career paths. • Managerial potential: SVR. • Technical potential: EXPERTS. HUMAN RESOURCES
- 21. TOPRANKING PHELP DESKE RFORMERSIN Remote Assistance. State-Off-The-Art, Cloud based Remote Management Technologies. Cloud Based CRM and Knowledge-Base Portals. Service Desk + CRM. TECHNOLOGY 55%
- 22. TOPRANKING PHELP DESKE RFORMERSIN THE C FACTOR
- 23. TOPRANKING PHELP DESKE RFORMERSIN THE C FACTOR SOCIAL MEDIA MOBILE DEVICES INTERNET APPS GAMES 18 – 34 + + 34 + + + + Families + + + + Professionals + + Ages 18 - 25 25 - 30 30 - 35 35 - 44 45+ 23
- 24. TOPRANKING PHELP DESKE RFORMERSIN HUMAN RESOURCES TECHNOLOGY The C Factor SUCCESS THE C FACTOR
- 25. TOPRANKING PHELP DESKE RFORMERSIN Connecting differences. • Different ages. • Different cultures. • Different jargon. • Different levels of understanding of technology. • Different expectations. • Different generations. THE C FACTOR
- 26. TOPRANKING PHELP DESKE RFORMERSIN Turkish coffee is a tradition that connects generations.
- 29. TOPRANKING PHELP DESKE RFORMERSIN SUCCESS Ticket Closed - Solved 93,1% Ticket Closed - Redirected 1,97% Ticket Closed - Not Solved 0,89% Ticket Canceled - Price Info 3,58% Ticket Canceled - Other 0,46% Ticket Closed - Solved Ticket Closed - Redirected Ticket Closed - Not Solved Ticket Canceled - Price Info Ticket Canceled - Other
- 30. TOPRANKING PHELP DESKE RFORMERSIN SUCCESS DATE SL (%) ASA ACHT JANUARY 99% 2 595 FEBRUARY 96% 3 654 MARCH 97% 4 579 APRIL 91% 7 531 MAY 96% 3 574 TOTAL 95% 4 572 0 10 20 30 40 50 60 70 80 90 100 Startup Nov.11 May.12 12 30 94 Number of Agents
- 32. TOPRANKING PHELP DESKE RFORMERSIN It is not the technology. A computer is not a hardware. It is a shopping center, a movie-theatre, meeting point, workplace. A camera is not a peripheral device. It is a way of capturing nice memories. TIPS When people call us they don’t describe us their problems. They describe us their feelings.
- 34. TOPRANKING PHELP DESKE RFORMERSIN Turkish coffee is a tradition that connects generations.