Its all About Customer Journey

Deden MulyanaBusiness Development & Strategic Manager

PT. VADS IndonesiaPuri VADS

JL. HR Rasuna Said Kav H 1 - 212920 Setabudi - Jakarta Selatan

(M) : +62 818 0202 1199(T) : +62-21-5273320 ext. 22263

(F) : +62-21-5273323Web: http://www.vads.co.id

VADS Berhad (VADS) is one of Malaysia’s leading Integrated Managed ICT/BPOService providers. VADS was incorporated on 29 November 1990 and formed in1991

1991, Having grown from a joint venture between :

PT VADS Indonesia (PT VADS) started its operations in Indonesia on December1, 2008. PT VADS shareholders are

IBM Global Network Services Telekom Malaysia Berhad (TM)

VADS today is a wholly-owned subsidiary of TM

About VADS

VADS Berhad VADS Business Process, Sdn. Bhd

VISIONTo become an international service excellence standard BPO, delivering total solution to our customers, sharing mutual benefit to our partners and providing a good place to work for our employees

MISIONTo deliver service excellence in a standarized, effective, efficient and courteous manner that brings satisfaction to our clients and their customers, partners and employees

Vision & Mision

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PT VADS Provides

Social MediaData CenterHelpdesk/

Service desk

Contact Center Service Solutions

Human Capital Management

Customer Service Learning Center

© 2014 PT VADS Indonesia – Confidential

JAKARTA JOGJAKARTA Coming soon...

SEMARANG

Contact center Data Center System Training Room

Telepresence Gadget Lab Non system training room

Pantry Musholla Breakroom

PT VADS Facilities Jakarta-Jogjakarta

PT VADS Client List based on Services

Training Full Outsourced Inbound

Managed Service Outbound, Social media

ASTRA Goes 5-Star RFVIL Complaint is a GIFT

Balanced Scorecard sebagai instrument pengukuran kinerja

lembaga pemerintah

Enhancing and Improving the Corporate Secretaries

Competency in the Changing Business World

• Change Your Life, Change Your Service

• Communicate and Manage to Win

EXPERIENTIAL LEARNING

Customer-Focused Company Culture Transformation

Hermina One Team one ServiceDompet Dhuafa Goes

5-stars

CRM Projects MarathonCHANGE YOUR LIFE for SILOAM Change Your Life, Change Your

Service

EXPERIENTIAL LEARNING

I Shine too

If You Shine

Quality ExpertiseOperation excellence

•Partnership•Value Add

© 2014 PT VADS Indonesia – Confidential

81

94

70

15

2010 2011 2012

+367%

+34%

2013

-14%CSI

2014

+4%

-8%

+31%90%

2013

87%

2012

66%

2011

72%

CSAT

PT VADS Peformance

Indonesia Platinum Award 2012-2013The Most Trusted Company Of The Year

From: Coordinating Minister of Economics and People Welfare

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The Best Outsource Contact Center 2011 by

Contact Center Association of Singapore - APAC

the best Contact Center Leader in the WorldNovember 2011

Contact Center World

design for service???? this is service design???

journey maps promote emotional contact with

insight, distilling research into a concise, visually compelling

story of the customer’s experience j.bezos (CEO AMAZON)

TRANSCEND CUSTOMERS NEEDS AND DELIVER ON THAT

Customer ExperienceLifecycle

Coordination'sDevelop new government for

customer service

TalentsDevelop good customer Service representative

AlignmentNo Agreement on

platform (KPI Reports)

BudgetingInvestment for supporting

the technology

TargetingCreate a good data insight

& Managed the right customers

The ChallengesIn Implementation

Alignment

Develop the GovernanceSet the new KPIEnhanced the Standard Operational Procedure Enhanced the Business Process

Lets Start the Engine

Alignment As a expertise in contact center and experienced in managing customers, VADS will work hand in hand with you to manage your KPI & Service Level

Definition : The percentage of time calls are answered within a pre determined amount of time

How to maintain the Service Level:

Composing the schedule and staff deployment based on accurate forecasting. Tight real time monitoring on floor for hold time and aux non productive based on schedule adherence. Taking action to improve Service Level and Maximize Utilization

2008 2009 2010 2011 2012

Performance Service Level per Year

Service level Target

New Look Implementation " Warm, Friendly & Smart"

Handled by VADSHandled by Client

Coordination

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Contact Center Relationship (Agents)

Team Leaders

Operations Manager

Governance ManagementGovernance Management

IT Technical SupportIT Technical Support

Reports and AnalyticsReports and Analytics

Workforce ManagementWorkforce Management

Quality AssuranceQuality Assurance

Training and DevelopmentTraining and Development

Knowledge ManagementKnowledge Management

Recruitment and HiringRecruitment and Hiring

Human Capital ManagementHuman Capital Management

CSAT Quality Speed Service Cost

• Customer Satisfaction

Surveys (Optional)

• Transaction Monitoring• Process Level Audit

• Service Level• Abandon Rate

• Contact Resolution• Average Handle Time

• Cost per Headcount

Operation Support Knowledge & Development Human Capital

Technology Enablers

Business Process & Procedures

Proposed Contact Center Operational Model

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Coordination's

Proposed Reporting and AnalyticsProposed Reporting and Analytics

Report Type Frequency /

Report Time

Scope Distribution List

Monthly Performance Report Contact center

performance report (weekly)

Monthly,

Monday

12:00 PM

Weekly performance as off previous week, Monday – Sunday

Performance KPIs will be summarized into a weekly total.

VADS: Project Mode Steering Committee Project Team

VADS: Post Live Client Relationship Operations Manager

CLient’s : Management Team

Quarter Performance Report Contact center

performance report ( monthly)

Quarterly, 1st Wednesday of

the month If falls on a non

working day, the report shall be sent on the next available working day 12:00 PM

Monthly performance as off 1st till the 30th /31st of each month, cut off time is 11pm

Performance KPIs will be summarized into a month total

Talents

Access the Talents

Certified by international Certification

VADS will managed your Call Center KPI

Self Managed Managed Service By VADS

VADS will managed your Call Center Attrition

VADS will managed your Call Center Development

Call Center Staff is dedicated for your Contact Center

No Standardization to Managed Call Center

Effort to managed your Call Center KPI

Big Effort to Managed the Attrition

Big Cost to develop the Human Capital for Call Center

VADS provide dedicated Customer Engagement Championship for your Call Center

CCO CEC

Agent CEC

Organization ChartOrganization Chart

VADS Operations Manager

VADS Head of Operations

VADSShare Resources

Reporting Human Capital

Shared Ops Support resources

Technology Support

Client Account Management

Dedicated resources

Shared Ops Management resources

Customer Service Relationship

Team Leader

© 2012 VADS Berhad 26

Quality Assurance

Vendor Management OfficerVendor Management Officer

Wall of Leaders….

To aspire front liners to be future leaders.

2 PC based Training rooms2 Classroom for soft skills

Total : 182 seats

Customer Service Learning Center

Targeting

Collect Information

Customer Information

Managed the customers Insight

Support by the Technology

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Overview Overview of the Contact Centre Facility of the Contact Centre Facility

Gadget Lab

VADS Building in Jakarta & Infrastructures

Server & Data Center

Contact Center - System Overview Automatic Call Distribution (ACD) System

•Automatically distributed calls to agent & integrated with CTI & IVR system

•Support for connection external database / CRM

•Implementing Best Service Routing

Recording & Monitoring System

•Real time Monitoring all agent activity with voice recording and screen recording

•Quality Monitoring system supporting to KPI target

•Historical Data recording Voice and Screen

Reporting System

•Real time Reporting system for all agent activity integrated with Wallboard

•Historical Reporting system

•Custom Reporting base on user requirement

Work Force Management System

•Forecasting & Scheduling with many feature on system

Disaster Recovery Center (DRC) & Disaster Recovery Plan (DRP)

• PT VADS implementing Disaster Recovery Plan on PT VADS DRC at Jogjakarta

• Replication of Jakarta site call center system and automatic switch system to DRC on disaster condition

System Connectivity

• Multiple Provider for connectivity

• Local and international backbone connectivity ready

QMS

KnowledgeBaseVoice RecorderStorage

ServerReporting CRM

Local Area Network

Secondary Site (Jogjakarta)

QMSKnowledge

BaseVoice Recorder

StorageServerReporting CRM

Local Area Network

Primary Site (Jakarta)

Router & Firewall

PRIISDN PRI

Call Centre Telephony

Call Centre Telephony

Internet Connectivity

Client’s Database System (if Any)

Inbound Calls / Outbound

Customers

Telephony Telephony NumberNumber

Client’s Office & Branches

System Flow Design (Scenario)

Internet Connectivity

Router & Firewall

Budgeting

Tco

Profit

OUR OFFERINGOUR OFFERINGBy using a qualified outsource provider, you free your time and energy to focus on the core business. In addition, you gain an economy of scale and expertise that lowers cost and increases performance.

VALUE Focus resources on profitable activities Reduce overhead Eliminate redundancy Smooth demand Gain expertise – and speed Improve performance Increase profitability Safe investment in premises cost

"Do what you do best and outsource the rest." Tom Peters and Peter Drucker

Managed Service Framework

• Focus on Core-Business competencies“Companies can focus on their core-business. This can be done by updating strategy and restructure the resource (human and financial) available.”

• Saving and control operational Cost“Companies that manage their own human resources will have greater financial structure than the companies, which handed their management of its human resources to

outsourcing vendors”

• Utilizing competency of outsourcing vendor “This competency is gained through their experience in providing and managing human resources for various companies”

• Companies become leaner and more agile in responding the market demand“companies can divert limited resources from jobs that are non-core, and indirectly affect the earnings and profit of the company, to a strategic core-business

occupation, which in return can improve customer satisfaction, revenue and profitability”

• Reduce business risk“companies are able to hire fewer employees, and selected a core course. If the business situation is good and needed more employees, Meanwhile if the business situation is

deteriorating and company needs to reduce the number of employees, then the company only reducing the number of outsourcing employees which will reduce the monthly expenses and employee severance cost”

• Acquire improvement and improve efficiency in the jobs that are non-core“Currently many companies decided to transfer at least one non-core job for whatever reasons they have. They generally recognize that recruiting and contract

employees, calculate and pay wages, overtime and benefits, training, public administration, and to ensure all processes run in accordance with laws and regulations in a complicated job, much time, thought, and substantial fund to spend”

• Comply with Minister Regulation No 19 Year 2012“All employee must permanent employee but especially for non core business can be managed by other company as Manage service”

Reason to Managed Service to VADS

Thank you