Action line bank productivity plan

download Action line bank productivity  plan

of 38

  • date post

    13-Jan-2015
  • Category

    Business

  • view

    989
  • download

    0

Embed Size (px)

description

 

Transcript of Action line bank productivity plan

  • 1. CRM

2. Partners Web & Email SalesCall Center Customers Mutational eBusiness Marketing Back Office Customer Information 3. Direct mail Mail order Data Base Marketing Teleservices (Inbound & Outbound Calls) : Call center consulting call center & -mailing & & 4. - & & 5. Outsource 24 * 7 Marketing 6. Software CRM CALL CENTER 7. Outbound

    • Acquisitions/Launching
    • Cross selling, up selling campaigns
    • Activation calls
    • Appointment setting ( / )
    • Pilot campaigns( appointments)
    • Welcome calls
    • Merchant Business campaigns
    • Follow updirect mailings
    • collections
    • /

Actionline 8.

  • 24Customer Service / Help Desk
  • Overflow
  • 800, 801, 90

Inbound Actionline 9. Data Base Marketing

  • , . ( Data Entry, Processing)
  • Data (Profiling, Segmenting, Targeting)
  • Evaluation Measurement (Direct Mail Telemarketing D. Advertisement)
  • Predictive modeling
  • Market Research - / ,
  • - /

Actionline Data Base Marketing 10. Actionline & CRM

  • CRM :
  • (CTI)
  • e-mail
  • ,
  • 24 , 7

ACTION PLAN 11. Actionline & CRM

  • :
  • .
  • .
  • .
  • .
  • agents .
  • , .

12.

  • ACTIONline 1 00 Marketing.
  • , 3 .
  • agents 101.
  • , , Marketing .

13.

  • . .
  • , , .
  • :

14.

  • .
  • .
  • .
  • .
  • .
  • MS Windows .
  • .
  • Teleservice.
  • .
  • .
  • .

1 15.

  • .
  • .
  • .
  • .
  • .
  • .
  • .
  • .
  • .

2 16.

  • .
  • CRM ( ).
  • CTI ( ).
  • CTI.
  • Case studies.
  • Role-playing.
  • - .

3 17.

  • arketing.
  • Supervisor & floor managers.
  • operators ( / role playing).
  • Siebel.
  • agents , .
  • .

& 18. operators Agent200 19.

  • ( ) .
  • ( , , , ).
  • :
  • : 7 10
  • : 7 2 9 2 5 8 .

T 20.

  • , : Chained List.
  • (, ,) .

... database 21.

  • .
  • : .
  • .
  • courier .
  • courier .
  • ISO( 10.000 ) .

22.

  • ack Office courier .
  • courier.
  • Siebel , courier.
  • .

Courier 23. Call CenterAction Plan ;

  • , capacity , agent, quality control. (Intelligent Call Distributor)
  • Campaign Manager
  • Predictive Dialing
  • Call Center Pulse

24. Intelligent Call Distributor Agent 25. Intelligent Call Distributor 26. Campaign Manager Agent 300 % (Predictive dialing) Agent call-back IVR, Web, Voice Mail Call Center 27. INBOUND PRODUCTIVITY Unproductive time Without CTI ID caller &reason for call Get data Talk-time Wrap-up Idle-time Productive time Unproductive time With CTI Verifycaller Talk-time Wrap-up Idle time Productive time 28. OUTBOUND PRODUCTIVITY Without CTI Who DB Access Talk-time Wrap-up Idle-time When Dial Busy N/A Productive time Unproductive time With CTI, on screen dialling Who DB Access Talk-time Wrap-up Idle-time Busy N/A When Productive time Unproductive time Verify Caller Talk-time Wrap-up Idle time Productive time With CTI, predictive dialling 29. Call Center Pulse Call Center real-time Call Center :

  • A
  • M
  • M
  • A
  • (status)

30. Call Centre Pulse 31. Campaigns in SIEBEL CTIBar Active Campaigns Details for the campaigns 32. Campaigns Call statusanalysis in SIEBEL 33. Procedures to DocumentOutcome for NMO A1. Outbound Calls /CALL STATUS 34. A2. Outbound Calls /APPOINTMENT SETTING Procedures to DocumentOutcome for NMO 35. Procedures to DocumentOutcome for NMO B1. Inbound Calls 36. Procedures to DocumentOutcome for NMO B2. Inbound Calls /CALL STATUS 37. Copiesof regular MIS provided to NMO to track programs Inbound Monthly Report 38. Copiesof regular MIS provided to NMO to track programs Outbound Monthly Report