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True Move iPhone Care Center
True Move provides iPhone support services in Thailand through its iPhone Care Center. The Center aims to deliver great customer experiences through innovation, high performance technical skills, and a productive workforce. It handles inbound and outbound customer service through various contact channels. True Move focuses on personalized service, proactive communication, and ensuring first call resolutions. It emphasizes recruitment, training, motivation, recognition and career development to engage its customer service agents. The Center meets or exceeds key performance metrics like service level agreements and achieves high customer satisfaction ratings.
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True Move iPhone Care Center
- 1. True Move iPhoneCare 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 iPhoneCare Center Always deliver “Great Customer Experience”
- 6. Our objectives • Tobe 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
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- 12. Service Strategies personalization pro-activeoutbound First call resolution
- 13. Personalization festyle track customer li
- 14. Pro-active outbound roamingcharges new applications new services firmware updates
- 15. First call resolution ensure first call resolution by providing call-back service to ensure customer issue/problem are resolved.
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- 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
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- 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
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- 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
- 27. Our performance andcustomer satisfaction
- 28. Performance SLA of Apple’s standard = 90/60 KPI Target : SLA = 90/60, ABN = 5% 93.67% 93.27% 92.63% 92.49% 92.48% 3% 3% 3% 92.10% 2% 2% 1% Q1 09 Q2 09 Q3 09 Q4 09 Q1 10 Q2 10 Q1 09 Q2 09 Q3 09 Q4 09 Q1 10 Q2 10 SLA ABN
- 29. iPhone Regional CustomerSatisfaction Raking Regional CSat Benchmark : June 90 87 82 78 77 75 72 71 70 69 68 67 66 65 65 65 satisfied (%) 62 61 58 58 57 54 54 52 51 49 46 44 EMEA Asia-Pac N.America Lat.America
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- 33. iPhone Celebration Celebrating as “No.1 in Asia” for Customer Satisfaction Ranking
- 34. Customer Satisfaction -iPhone 61% avg. 09 49% avg. 09 39% avg. 09 Overall Satisfaction Speed of Answer Agent Satisfaction Source: Customer Satisfaction survey by Marketing Research Team
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- 36. Together, we can makeit true.