2009atoda telemarketing, spol. s r.o.2 introduction of the company address: Čechova 1, 370 01...

2009 ATODA Telemarketing, spol. s r.o. 2

Introduction of the company

• Address: Čechova 1, 370 01 České Budějovice

• Logged on: april 2005 • Phone/Fax.: 387 718 306• Contact person: Vít Rajnoch, Sales Director• Mobile phone: +420 775 173 504• E-mail: [email protected]• www.atoda.cz• Significant customers: Telefónica O2, ČSA, SIKO

koupelny, KB, MAFRA, T-Mobile, 3M Česko, Generali insurance company



ATODA Telemarketing, spol. s r.o. Director

Tomáš Kruppa

ATODA Call Centre ATODA Training ATODA ConsultingSales DirectorVít Rajnoch

Operators

Supervisors Trainer

Senior ConsultantTomáš Kruppa

Senior ConsultantPhDr. Alena Housková

Call Centre DirectorVáclav Kroneisl



ATODA Call Centre


Call Centre

• Call centre type: externí• Telemarketing: 90% active 10% pasive• Number of places: 100 • Portfolio:

• Active telemarketing– Active selling calls to existing customers – Active selling calls to potential customers– Delivery and coordination of salesmen dates with potential customers – Active market research

• Pasive telemarketing– Helplines for incoming calls – Orders receipting– Survey of customers content and needs ( also potential target group of customers

survey)


People

Our company places high emphasis on the right choose of people.Management

Is made of people, which have practical experiences with function and direction of commercial call centres or with big companies call centres in CZ.

Supervisors They are entirely people, who have experiences in similar position from another call centre, or got on their position from operator role after previous long-time prowesses.

OperatorsReally hard chosen people and they are in preparation for their job and continuously skilled and re-skilled.


Power management

Characteristics: - number of sells- service level- number of calls- calls lenght- calls quality

Tools: - statistics- reports- calls listening- recordings of calls- supervising

Processes:

- feedback

- couching

- training

- sales plan

- motivational competitions

- operating plan


Technology

• Recording: system NICE – total recording• Our company uses Avaya company technologies for providing our services. Avaya is one of

the world top in this sphere. Our installation in actual configuration can serves for up to 100 simultneously working operators, which can serves different calls regimes – inbound and outbound. IT world integration goes without saying.

• Integral part of our using world is evaluation system, what makes possible detail opening of each campaign and operator work.

• In IT world we use technology from one of the most significant supplier of personal computers and servers.The big advantage is extended guarantee for all compnents, high reliability of each IT item.

Private branch exchange-AVAYA Definity-capacity for up to 100 simultaneously talking operators-IT world integration-detail reporting for up to each operator, campaign…level.

IT-Lenovo platform-IBM 226 Series server-operators PC – IBM NV A50-server services are backuped against power failure-automatic backup of customers databasis runs every day


Safety

Network securityWorkstations without possibility of data copying on

mobile media, without private e-mail possibility, without external arrangement attachment possibility

Intern network not accessible from InternetChartred access to the domainAntivirus protection

Data safetyDatabase is available for only authorized usersData backups, they are stocking outside workplaceServers are set in separate roomConstituency data only in urban network



ATODA Training


Training

• Training range: Soft skills• Using training methods:

• Active participants involving(model situation excercise)

• Lector supply• Using of video and audio technics

• Training sphere prewiev:Sale:- making sell calls- identification of needs,

asking questions- decision stimulation of

customer- interception the purchase

signal- Customer psychology- cros-sell, up-sell

Entertainment:- focus on the customer- making the call efective- winback- antichurn activity- solving reclamations- constituency acqusition

Manager acquirements:

- motivation, leading of people- time-management- řízení priorit- motivation and appreciation of

employees- team and individual

development- couching, feedback


Introduction of company

ATODA Consulting


Consulting

• Consultation activity sphere:• processes

• manpower

• bussinec

• marketing

• technologies

• education

Utilizes examples:- set – processes optimalization- costs optimalization- staff choose- identification of development needs- set of efficiency standards- operation optimalization


Process of consultation activity

1. Analysis with the client• study through available informations• meeting with client• interwiev with client person responsible

2. Processing analysis – projects of resolutions• acquried information processing• describing of client situation• project of resolution, changes identification• next process and priorities determination• client adjustment with resolution project

3. Implementation of resolution project• help client with implementation• takeover responsibility of implementation

4. Measuring of implementation results


Reference


Thank you for your attention

2009atoda telemarketing, spol. s r.o.2 introduction of the company address: Čechova 1, 370 01...

Documents

company atoda telemarketing

centre slide

extern telemarketing

recordings of calls

director tom kruppa

significant customers

company address

incoming calls orders