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Welcome to iiNet Cape Town
The document summarizes a presentation given to iiNet Cape Town staff. It outlines iiNet's 8-year partnership with Merchants, during which time the Cape Town site grew from 170 to over 1000 staff. It discusses iiNet's focus on customer service excellence and putting people first. Charts show improving NPS, reducing AHT and increasing sales over time. The presentation highlights initiatives to promote staff wellbeing, development and pride in the iiNet brand. It concludes with discussing future goals such as developing leaders, sharing best practices, and continuing to improve efficiency while maintaining a focus on service.
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Welcome to iiNet Cape Town
- 1. Welcome to iiNetCape Town 29 August 2016
- 2. Agenda 1 2 3 4 5 About Merchants 8-year journey Puttingpeople and customers first The next 3 years Closing
- 3. Top 3Global Service Provider World’s largest telecommunications provider by revenue Acquired Dimension Data in October 2010 Global systems integrator, founded in 1983 and headquartered in SA US$6.7bn in annual revenues 26,000 employees with direct presence in 58 countries around the world Global Communications business unit Acquired by Dimension Data in 1997 BPO operations in South Africa since 2000 Largest BPO services provider in southern Africa More than 5 000 employees Almost 35 years in customer service experience
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- 5. 8 Year Partnership 2008 •Signed 17 month DBOT contract • 170 staff in CT • Sales- upsell, Billing & Tech support rolled out in CT 2009 • Extended DBOT contract to 3 year Merchants managed • Roll out of Faults & Prov in CT 2010 •Launch TIO support •Achieved 61 NPS for the month of Dec •Opcen follow the sun in CT 2011 • 223 staff in CT • Launch Social Media support 2012 • Extended contract by 3 years Merchants managed • Grew to 327 staff in CT 2013 • Grew to 380 staff in CT • Westnet Calls to CT • Jiva support from CT 2014 • Grew to 596 staff in CT • Build of Rex Trueform layout • Extended contract for additional year 2015 • Grew to 971 staff in CT • Launch of nightshift • Migration to 1 site • TPG acquisition • Achieved 60 NPS 2016 • Grew to 1069 staff • Launch of sales • Renewed contract with new owners
- 6. Awesome customer service is ournumber 1 goal
- 7. The iiNet Differentiator “Our goalis to lead the market with the best internet/communication access products then differentiate with genuine,plain-speaking customer service” “We are passionate about delivering customer service excellence in every action and decision for both internal and external customers”
- 8. Our People andCustomers First
- 9. Creating aservice climate… Choosethe right people Treat them the right way Develop strong brand loyalty Create a ‘service’ environment Help them love what they do!
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- 11. The 5 Pillarsof Always patient Always friendly Always take ownership Always deliver on promises - big or small Always see the customer through until they are happy! Nothing new, but it is the unrelenting, unwavering drive to deliver these to every customer on every call that makes the difference – it is real PASSION for the highest Quality of Service, time after time, call after call, customer after customer…
- 12. NPS 45.0% 47.0% 49.0% 51.0% 53.0% 55.0% 57.0% 59.0% 61.0% 63.0% Jan Feb MarApr May Jun Jul Aug Sep Oct Nov Dec 2014 2015 2016
- 13. Inbound AHT 0 200 400 600 800 1000 1200 1400 1600 1800 Jan FebMar Apr May Jun Jul Aug Sep Oct Nov Dec Seconds 2014 2015 2016
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- 16. Why is iiNeta great place to work? We promote wellbeing • Internet café: 2% of staff have broadband at home, this bridges the gap • Gaming area: allow break-away from workstation, promotes stress release • Coffee shop: promotes choice and good timekeeping • Employee Wellness program: Provides financial and emotional counseling, health checks • Transport: Day time transport supports timekeeping and saves people money • Shift preference We energize our staff • Career path: Roles & training to ensure that each individual knows their next career step • Breakfast: Supports good attendance and time keeping, ensures people on the phone are in the right frame of mind • Fruit & Smoothies: Access to nutrition they wouldn't afford • A great site: Establishes iiNet as a brand to be proud of and advocate for • iiNet Branded clothing & events: Establishing a sense of brand pride • Recognition and celebration events • Sports activity outside work: sense of community
- 18. Voice of thepeople 3.91 4.08 4.28 4.09 3.66 3.73 4.04 3.58 3.77 4.09 3.91 4.07 4.34 4.41 4.22 3.82 3.87 4.04 3.42 3.94 4.34 3.94 1 1.5 2 2.5 3 3.5 4 4.5 5 2013 2015
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- 20. Labour Data People MetricsOverall 2015 Overall 2016 % monthly agent attrition rate 5.15% 5.17% % monthly agent absenteeism rate 4.07% 4.08% Average number of training days per agent per annum (new, incl LA) 50 45 Average number of training days per agent per annum (ongoing) 5 5 Agent : supervisor ratio 13:1 15:1
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- 22. Accelerate development ofpeople practices Development of leaders Share best practices Contract renewal Hybrid operating model with iiNet people & service + TPG efficiency Continue to grow the account Focus areas Continues improvement in efficiency metrics Agent bridging programs
- 23.
Editor's Notes
- #4 In 2010, Dimension Data was acquired by the NTT Group, a Japanese telecommunications company The business rationale for the deal included: NTT and Dimension Data share a common vision for the evolution of the ICT industry The combined business will provide high-quality and reliable ICT solutions to its global client base Strong geographic fit Dimension Data has a highly complementary business and operational model to NTT, with limited overlap With NTT, Dimension Data has access to the capital and financial strength to exponentially accelerate its growth
- #6 Brad/Rino: Check additional product launches in Cape Town
- #7 iiNet implemented NPS in Still the highest scoring ISP in Australia under different brands with 20% difference to Telstra Highly people focussed culture resulting in high customer orientation
- #8 What are the iiNet Values? Passion for the internet,
- #9 Alignment between Merchants and iiNet Culture of ownership
- #10 Merchants service climate philosphy: Recruitment/training Culture fit over knowledge 5% success rate from CV to placement Merchants attract team Operational screening (training/HR/ops) 9 week training program incl of ITA & Learning Academy Importance of culture 20% fall-off during training Assess knowledge & behaviour 80% referral rate Extensive training program, combination of facilitator-led, e-learning and practical Brand-loyalty: Interaction with the product Secondments between Australia & SA People ”carry” the brand Known in the market Environment: Look & feel – values & behaviours Branded Australia = strong brand alliance Awards & awesome comments Open door policy Destress break-outs easily accessible Training integrated with the live environment Site meetings Forums Help them make the job easy Coaching culture Future and development prospects – biggest attractor is growth & development
- #11 A merchants developed methodology specifically focused on delivering “ Awesome customer interactions “ that benefit both the customer and the organization.
- #12 These are behaviors that are expressed day to day… On every interaction (daily job activities)… As a person that deals directly with the customer we impact the customer’s perception of the company… Review of verbatim data for all customer interactions highlighting what our customers feel Awesome services sounds like.
- #13 Continuos improvement
- #15 No sales specific recruitment Same philosophy as service environment Identifying the correct internal candidates with a passion for sales. Continuously outperforming onshore
- #17 Career pathing: 70% internal promotions – institutional, social & cultural capital in our business – preference to our own people rewarding loyalty and commitment. Investing in our own - OnDemand Future leader programs Early shifts – may not have time to have breakfast at home Awards events
- #19 Merchants “ voice of the people” Leadership and management Dayshift-nightshift collaborative approach to Culture Learning and development
- #20 Outperforming iiNet onshore Real-time eNPS survey implemented now
- #21 % annual agent attrition rate 2015: 61.80 2016: 36.18