The document provides recommendations for improving the call center operations at Valuair 2006 based on findings. It includes: 1) Analyzing core processes like booking, payment, changes and complaints and identifying issues like inconsistent pricing quotes. 2) Evaluating the team structure and lack of defined job descriptions. 3) Assessing training programs and the need for career development plans. 4) Highlighting the absence of key performance indicators (KPIs) and a performance recognition system. 5) Reviewing the phone system and technology to better track agent performance.

1. Call Centre Crisis – Findings and
recommendations
for Valuair 2006
By Ebnu Etheris
Manager Crisis Planing &
Learning

2. 5 – Parts to this Presentation
1. Process Flows
2. Team structure
3. People development initiatives
4. Performance recognition system – intrinsic
and extrinsic, detailing findings for 1 day
5. Technology – Phone system

3. Core Processes
Call
Categorizations
Enquiry Booking Payment Change Complaints
Comparison
Of Prices
Web page
Queries
Adhoc
Promotions
Refunds

4. Booking – Process
Flow Time line
Call
Verify Departure dates/
arrival
Yes No
Flight Not availableFlight available
Input Name
Detail
Price
System Generates auto
pricing
Input (Sabre)
Name
Input (Sabre)
Phone No.
Input (Sabre)
Fax
Input (Sabre)
E-mail
Inform Pax
PNR Code
Ensure Passenger details-
PNR
Inform Pax to make
payment within 48 hrs
Handle all other
enquiry
Fax or E-mail is
sent with itinerary
System is used to send e-
mail
Common Queries
-Taxes, Luggage, payment
mode and making changes
Booking
Transaction is
complete
Zero minutes
7-8 minutes

5. Payment – Process Flow
Call
Verify PNR code
Yes No
PNR is invalidPNR is Valid
Confirm, Name,
Cost of Ticket and
itinerary System Generates Pricing
indication
Auto pricing
Inform Pax, price of
tickets
Time line
Zero minutes
3-4 minutes
Follow up activities on Printing the tickets
• Ensure tickets are printed
• Retrieve the tickets
•Tickets are separated into 2 sets
•Credit card Transaction slip is attached to each set
•1 set is given to Farizan
•1 set is kept for pax to collect at reception, or e-mail or fax as requested by
the pax
Transact, Credit Card
details at Nets Station
Get, Credit Card details of
Pax
Transaction
accepted
Create a Ticketing
record
Transaction
Rejected
Issue and print
tickets
End call and thank pax
4 minutes

6. Queries at payment Stage
 When a booking is first made, Call centre agent
must reiterate that the customer / passenger
must revert back within 48 hrs to make the
payment
 Failing which the transaction is considered void
 When passengers are quoted a different price at
point of purchase, that is when the conversation
is extended (leads to angry customer)
 Difference in price quoted should suffice only if
passenger calls to make payment after 48 hrs

7. Queries
Corporate
Sales
Redemption
And Vouchers
Asia Travel
Promotions
Visa Card
Promotions
Adhoc
Queries
Call Centre –
Marketing department needs
to inform
• Pre launch briefing on any
promotions 2 days prior to the
actual launch
•SOP placed in call centre

8. Change – Process Flow
Call
Verify PNR code
Yes No
PNR is invalidPNR is Valid
Check availability of
seats
System Generates
indication to the next day
availability
Inform Pax, of the
Change Fee
charges of $30.00
Transact, Credit Card
Authorization Station
Get, Credit Card details of
Pax
Transaction
accepted
Create a Ticketing
record
Transaction
Rejected
Issue and print
tickets
Time line
Zero minutes
3-4 minutes
Follow up activities on Printing the tickets
• Ensure tickets are printed
• Retrieve the tickets
•Tickets are separated into 2 sets
•Credit card Transaction slip is attached to each set
•1 set is given to Farizan
•1 set is kept for pax to collect at reception, or e-mail or fax as requested by
End call and thank pax
4 minutes
Check, name, city
pair and date of
departure
Include change fee receipt,
MCR record

9. Refunds – Process Flow Time line
Call on
Refund
Verify the category
Double transaction
on the Web
Detail 2 PNR
records
Check System for double booking and
double PNR reference
Zero minutes
Medical reason Health warning or
violence at
destination
Inform Pax, that CSO will check and
revert soon after
Request for Medical
certificate or
Doctor’s letter
Print out both PNRS
Complete Refund Form
Indicate, PNR cancelled and collate
all documents
Send to Manager
Given to accounts
Complete Refund Form
Indicate, PNR cancelled and collate
all documents
Send to Manager
Given to accounts
Pax is contacted and they are
informed refund will be initiated
between 4-6 weeks
Inform Pax, that CSO will check and
revert soon after
Verify with
Manager
Yes No
Inform Pax refund is
not approved
4 minutes
20 mins
Zero minutes

10. Handling Complaints
Complaint
Verify Type of
Complaint
Inaccurate Information
Zero minutes
Change Fees Early Bird Booking
Call Centre Agent addresses basic
queries
4 minutes
Service failure
Irate Customer
Call Center agent informs Caller that
Our Manager will revert and takes
down Contact number
Briefs Manager
Ticketing and
Reservation
Manager PR
Revert complaint
To either of the manages
Call Customer

11. Call Centre Structure
Manager Sales and Reservation
Mr. Sim
Manager Sales and Reservation
Mr. Sim
Head Sales and Reservation
William Chua
Head Sales and Reservation
William Chua
Supervisor Ticketing
Farizan
Supervisor Ticketing
Farizan
Team of Customer Service Officers
1. Jerry
2. Wendy
3. Cheng
4. Rahayu
5. Amy
6. Hanna
7. Jeffery
Team of Customer Service Officers
1. Jerry
2. Wendy
3. Cheng
4. Rahayu
5. Amy
6. Hanna
7. Jeffery

12. Other Structures
Call Centre
Manager
Call Centre
Manager
Customer Service
Manager
Customer Service
Manager
Team Leader Shift
1
Team Leader Shift
1
Service ChampionsService Champions
Team Leader Shift
2
Team Leader Shift
2
Service ChampionsService ChampionsService ChampionsService Champions Service ChampionsService Champions Service ChampionsService Champions
Service ChampionsService Champions Service ChampionsService Champions Service ChampionsService Champions Service ChampionsService Champions
Support Service
Champions
Support Service
Champions
Support Service
Champions
Support Service
Champions
Use of Temp
Staff from
Recruitment agency
Singtel

13. Issues
We do not have defined JD for Customer
Service Officers
- That needs to be defined as it is indicative of
the person’s scope of responsibilities
Consideration to Call them Service Champions

14. Career Development Plans – Call
Centre
 Is there Any?
 Can we identify, potential fit for the team members as we expand?
 Sales
 Cabin Crew
 Team leads
 Customer Service Executives, Managers
 PR

15. Training and Development
 1 day Customer Service skills Training Program
 Reservations and Ticketing training (in place)
 OJT skills training at job site (Developed)
 Monitoring of performance

16. Identify Key Performance Index
What is lacking
There are nil KPI
Staff are not aware of their performance
Technology is there to track staff performance if
they given a fixed work station

17. Identifying the
KPI
Daily ReportDaily Report
Hourly ReportHourly Report
Agent Summary
Report- by the day
Agent Summary
Report- by the day
Booking Details
Daily
Booking Details
Daily

18. Agent Summary- December Individual
Performance – 4/12
3
0
20
13
57
40
14
3
0
10
20
30
40
50
60
TB A CS O15 CS O2 CS O5
Calls
Taken
CSO – we are not able tag a person to this code, due to free
seating
Can we assigned
Seating?
Identify
performers
Flash out
performance

19. Consolidated Report – 4 December
844
127
0
100
200
300
400
500
600
700
800
900
Calls in
Calls taken
15% call take
Up rate
15% call take
Up rate
We had a team of 4 and we managed 15% take up rate of all calls in
With CSO 2 help,
We should have taken 228 calls
or 27% of the calls
With CSO 2 help,
We should have taken 228 calls
or 27% of the calls

20. Sales Summary Report- 4
December
Consolidated Sales - $7,898.00 (manual figs tallied
with the Sabre Report)
Total tickets Sold 24
4 staff worked on that day, excluding the
Supervisor

21. Staff Performance – 4 December
Staff
 Agent
 Jerry
 Vivian
 Rahayu
 Hannah
Calls
 20
 13
 57
 40
 14
Sales
• -
• $1559
• $2040
• $2877
• $1072
Data shown
Is for one day
Consider
Other duties

22. Considerations –
 Technology – Phone System
 People – (full team), team leaders
 Support Team – envisaged promotion period, i.e
announcement of new destinations
 Monitoring of performance
 KPI for each CSO
 Collective Targets and individual targets
 Recognition, intrinsic (no cost)
 Career advancement within

23. Reward System
Team based
Based on hitting the targets set
Tied in with the overall sales of the department
Formula
Individual Call
Pick up Targets
Individual Call
Pick up Targets
Team Call
Pick Up Target
Team Call
Pick Up Target
Individual Sales
Target
Individual Sales
Target
Team Sales
target
Team Sales
target

24. Simple IVR System
Call Centre
1 2 3 4 5
Destinations Fares On line Booking Booking Speak
D
Hardware with
8 ports -
5K-6K
Software with 5
Options 5K -10K