COMPANY NAME
contact center brand
INSTRUCTION
• This template should be used Only for The Best Operations
category.
• Template can be modified, subject to your company
template or regulation.
• Please do not change the sequence of content to avoid
misunderstanding of evaluators.
• All information and data that presented have to be in period
of Jan to Dec 2014 or April 2014 to March 2015.
• Estimated time to present, include Question and Answer is 45
minutes per categories.
THE BEST CONTACT CENTER INDONESIA 2015
LOGO & BRANDING
Please provide logo including philosophy of
logo and the rule of usage in internal or
external communication.
1.1 VISION / MISSION
• Please provide your company vision and mission or to be
specific to contact center vision and mission
THE BEST CONTACT CENTER INDONESIA 2015
1.2 OBJECTIVE OF CONTACT CENTER
• Please provide key objectives of contact center.
• Please provide indicators to measure the objective.
THE BEST CONTACT CENTER INDONESIA 2015
1.3 CHALLENGES & CHANGES
• Please describe key change factors that impact on contact
center services or activities and indicate potential risk that
impact on contact center services in-term of continuity of
service, financial, reputation, workload and operation.
• Please describe about Business Continuity or Disaster
Recovery Plan to anticipate change factors that potential
impact on discontinuity of services.
THE BEST CONTACT CENTER INDONESIA 2015
2.1 TYPE OF CUSTOMER
• Please provide number of customer of the company compare
to the number of customer of contact center based on type
of customer or segment that required services from contact
center.
Segment
Total Customers
TOTAL
THE BEST CONTACT CENTER INDONESIA 2015
Contact Center Services
%
2.2 SERVICE MEDIA / CHANNELS
• Please provide the number of services per day or per month
per channel.
CHANNELS
CALLS
IVR
EMAIL
FAX
SMS/CHAT
FACEBOOK/TWITTER
VIDEO
TOTAL
THE BEST CONTACT CENTER INDONESIA 2015
AVG. DAILY SERVICES
%
2.3 TYPE OF SERVICES
• Please provide lists of services that contact center provide,
with majority of top 5 to 10 services.
TYPE OF SERVICES
TOTAL
THE BEST CONTACT CENTER INDONESIA 2015
AVG. MONTHLY SERVICES
%
3.1 SERVICE MANAGEMENT
• Please describe key initiative to improve service delivery
within contact center operation, include creativity to achieve
Service Level, First Contact Resolution and Customer
Satisfaction.
THE BEST CONTACT CENTER INDONESIA 2015
3.2 FORECASTING & SCHEDULING
• Please provide forecasting and scheduling methodology to
make sure enough resources and the effectiveness to deliver
service.
• Provide number of working shift, achievement of forecasting
accuracy, occupancy rate and adherent to schedule.
THE BEST CONTACT CENTER INDONESIA 2015
3.3 QUALITY MANAGEMENT
• Please describe quality improvement and quality
management methodology to achieve high quality of
services.
• Please provide lists of compliance that implemented in
contact center, including ISO certification, electronics
transaction security and any regulation that related to the
product or services in contact center.
THE BEST CONTACT CENTER INDONESIA 2015
4.1 ORGANIZATION STRUCTURE
• Please provide an organisational chart of your contact centre.
• Please provide the ratio of team leader to agent, the ratio of
quality assurance to agent, ratio of desk control to agent,
ratio supervisor to team leader and ratio manager to
supervisor.
THE BEST CONTACT CENTER INDONESIA 2015
4.2 JOB GRADE & CAREER PATH
• Please provide job grade, remuneration (includes benefits)
and career path for employee in contact center.
THE BEST CONTACT CENTER INDONESIA 2015
5.1 TECHNOLOGY ARCHITECTURE
• Please provide architecture and the framework of technology
that utilized in contact center.
• Please provide lists of technology and capacity, including
number of trunk line, number of seat per group of services.
THE BEST CONTACT CENTER INDONESIA 2015
5.2 APPLICATION
• Please provide key application that utilized by agents to
perform their services.
• Please provide key application that utilized by management
to monitor performance of contact center, monitor quality of
service, monitor attendant and availability of agent and
reporting business performance.
THE BEST CONTACT CENTER INDONESIA 2015
6.1 OPERATIONAL PERFORMANCE
• Please provide lists of key performance indicators and
achievement within 1 year period. At least consists of Service
Level, Abandon Rate, First Contact Resolution, Quality Score
KPI
Target
Service Level
THE BEST CONTACT CENTER INDONESIA 2015
Apr May Jun
Jul
Aug Sep
Oct Nov Dec
Jan
Feb Mar
6.2 COST STRUCTURE
• Please provide in percentage structure of your contact center
costs and please provide your costs per call or cost per agent
or cost per seat or others method to measure cost efficiency.
TYPE OF SERVICES
Cost of Labor
TOTAL
THE BEST CONTACT CENTER INDONESIA 2015
AVG. MONTHLY COSTS
%
6.3 CUSTOMER SATISFACTION INDEX
• Please provide method to measure customer satisfaction and
the result of customer satisfaction index with 1 year.
THE BEST CONTACT CENTER INDONESIA 2015
7.1 ACHIEVEMENT
• Please provide lists of your contact center award and
achievement that awarded by external party.
THE BEST CONTACT CENTER INDONESIA 2015
8.1 INFRASTRUCTURE
• Please provide all the rooms that provide within contact
center to support services and support the activities of
employee.
• Please explain how do you manage the availability of the
space with green environment infrastructure.
• Please provide working environment to support employee to
deliver the services, including ventilation, air conditioning,
lighting, noise level, cleanliness, availability of toilets.
• Please provide information on healthy and safety procedure
and communication to all employee of contact center.
• Please include related picture or video (if any).
THE BEST CONTACT CENTER INDONESIA 2015
THANK YOU
The Best Contact Center Indonesia 2015