![Both Sides of Outsourcing โ Meet & Talk with a Successful Outsource Client & Provider NCOF โ April, 2011 Timothy J. Holody, COO/General Manager Seta Corp (Palm Beach Jewelry) [email_address] Darcy Tudor, Executive VP Marketing Alternatives, Inc [email_address]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Tim holody NCOF 2011 Presentation
- 1. ย
- 2. Both Sides of Outsourcing โ Meet & Talk with a Successful Outsource Client & Provider NCOF โ April, 2011 Timothy J. Holody, COO/General Manager Seta Corp (Palm Beach Jewelry) [email_address] Darcy Tudor, Executive VP Marketing Alternatives, Inc [email_address]
- 12. What are we going to cover today? How did we outsource?
- 15. CUSTOMER CARE OPERATIONS Volume Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 1 Phone Order AOV $194.96 $167.01 $165.73 $156.87 $166.81 $156.38 $186.37 $173.55 $172.98 $155.33 $161.82 $158.79 2 Total # Calls 27,398 20,173 21,227 18,420 19,702 15,087 24,125 18,476 16,963 15,218 19,005 18,488 3 Total # Phone Orders 8,748 5,284 6,197 5,232 6,310 3,986 8,667 5,793 5,300 4,757 6,672 5,353 4 Call:Order Ratio 3.13 3.82 3.43 3.52 3.12 3.78 2.78 3.19 3.20 3.20 2.85 3.45 5 Chats Handled 557 438 298 340 294 236 508 580 568 642 710 816 6 E-mails Handled 1,744 1,804 1,925 1,910 1,636 1,524 1,614 1,889 1,528 1,642 1,706 2,083 7 Web Calls Handled 3,582 3,641 3,500 3,468 3,251 3,083 3,117 2,926 2,951 3,171 2,924 4,167 8 # web orders 7,230 7,331 7,463 7,055 7,063 6,117 7,281 6,391 5,795 6,254 7,535 7,822 9 Web calls/order ratio 0.50 0.50 0.47 0.49 0.46 0.50 0.43 0.46 0.51 0.51 0.39 0.53 10 Upsell % of AOV 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0%
- 16. CUSTOMER CARE OPERATIONS Considerations 1 Phone Service Level 95% of all calls should be answered. Max of 5% abandons. 2 % Calls Handled on 1st Call We estimate that 95% of calls can be handled by the 1st line rep. Only 5% need to be escalated. 3 Systems All orders will be entered onto the Seta AS400 system. All inquiries will be handled within our system. 4 E-mail Ave Resp Time (hours) All e-mails should receive an immediate acknowledgment to the customer. Specific customer answers must be provided within 4 hours. 5 Chat Response Time (seconds) All chats must be responded within 30 seconds. 6 Hours of Operation 7 days/week, 8am - 11pm, 364 days per year. Only closed on Xmas day 7 Phone Numbers All phone numbers shall remain under the ownership of Seta 8 Pricing Please feel free to quote in whatever pricing format with which you are most comfortable. We will do our own internal pricing pro formas for comparing various providers.
- 22. What are we going to cover today? Who did we outsource to (and why)?
- 33. Date Phone orders % of orders with upsell # Attempts AOV Upsell $ Upsell $ per Attempt Upsell % of AOV Q1 2008 9,703 97.06% 9,418 $137.01 $127,444 $13.53 9.9% Q2 2008 9,377 99.41% 9,322 $133.58 $101,219 $10.86 8.1% Q3 2008 9,113 99.97% 9,110 $141.35 $134,092 $14.72 10.4% Q4 2008 9,539 99.97% 9,536 $145.03 $149,604 $15.69 10.8% Q1 2009 9,435 99.96% 9,431 $137.21 $145,378 $15.41 11.2% Q2 2009 9,168 99.97% 9,165 $135.39 $136,321 $14.87 11.0% Q3 2009 8,065 99.93% 8,059 $133.53 $111,301 $13.81 10.3% Q4 2009 10,283 99.86% 10,269 $130.26 $165,836 $16.15 12.4% Q1 2010 10,686 99.36% 10,618 $122.77 $156,561 $14.74 12.0% Q2 2010 8,376 99.79% 8,358 $128.36 $150,994 $18.07 14.1% Q3 2010 7,259 99.85% 7,248 $126.99 $108,072 $14.91 11.7% Q4 2010 9,055 99.92% 9,048 $121.81 $178,474 $19.73 16.2% Jan/Feb 2011 5,510 99.91% 5,505 $123.08 $90,672 $16.47 13.4%
- 37. PBJ AGENT BONUS JANUARY 2011 Agent Name Upsell per order # of orders Total Bonus Quality Score Total Calls Monitored LIMP SALLY $29.73 36 $36.00 95.00% 4 GRIGG SARA $26.10 179 $179.00 95.70% 9 KINSER TIA $24.18 174 $174.00 95.60% 10 EDWARDS TIFFANY $21.90 21 $21.00 96.60% 10 PLUMMER WILLIAM $19.87 129 $129.00 94.00% 11 TOLLE ANGELA $16.91 152 $152.00 97.60% 10 JONES RANDI $15.64 57 $57.00 99.00% 10 LEVAULT TIM $15.44 89 $89.00 95.70% 9 TOBERMAN KARI $15.03 125 $125.00 95.60% 10 BILBY DODIE $14.45 120 $120.00 97.60% 10 TOTALS 1082 $1,082
- 39. PBJ AGENT BONUS JANUARY 2011 Agent Name Upsell per order # of orders Total Bonus Quality Score Total Calls Monitored LIMP SALLY $29.73 36 $36.00 95.00% 4 GRIGG SARA $26.10 179 $179.00 95.70% 9 KINSER TIA $24.18 174 $174.00 95.60% 10 EDWARDS TIFFANY $21.90 21 $21.00 96.60% 10 PLUMMER WILLIAM $19.87 129 $129.00 94.00% 11 TOLLE ANGELA $16.91 152 $152.00 97.60% 10 JONES RANDI $15.64 57 $57.00 99.00% 10 LEVAULT TIM $15.44 89 $89.00 95.70% 9 TOBERMAN KARI $15.03 125 $125.00 95.60% 10 BILBY DODIE $14.45 120 $120.00 97.60% 10 TOTALS 1082 $1,082