From Service Delivery to customer Engagement Presented by : Tarek Al Shareif Head of Offshoring - Xceed. Customer Engagement Summit , London, November, 2015.

Customer Engagement Dynamics

What’s Happening Out There?

Getting to Know us

Pioneer Contact Center in Egypt and the Region.

5 Branches in Egypt, 1 in Morocco.

5000+ employee.

Serving customers in 9 languages.

More than 50 clients including fortune 100 organizations.

Serving Most Business Verticals.

First COPC Certified Contact in the Middle east.

ISO 9001, 14001, 27001.

BCI Continuity Award.

Microsoft premium Vendor years 2006, 2007, 2008.

Best Outsourcing Provider by Insights years 2006, 2007.

Ranked one of the top 100 providers by IAOP years 2009-2013.

Multichannel Contact Center (Voice & Non voice).

More than 1 million transaction handled monthly

Best Career path 2008.

Best Recruitment Program Award 2009.

Xceed Today

What’s Happening Out There?

What’s Happening Out There?

Channels Engagement Channels

Traditional Engagement channels are drying up. Digital is growing. Customers are becoming omnichannel.

Channels Customer Behaviors’ Patterns

Customers are looking for effective service with less efforts. New Generations are dominating the trend. Sharing the experience is much easier.

Channels

Always available. On ALL channels, Providing same experience across.

Customer Experience Dynamics What Do customers expect from us?

Business As Usual is Dead…

In Such a dynamic environment fact is:

Fast Agile Proactive.

We must Be…

EMPLOYEES ENGAGEMENT XCEED ACADEMY

Design Phase Findings & Recommendations AB & ASSOCIATES L&D Consulting Services

10

Enhancing Employees Engagement

through Building an effective

sustainable operational tool

supporting XCEED:

• Build people’s capability

• Enhance employees’ engagement

• Contribute to the growth of business

Academy Purpose XCEED Vision/Mission

To be a global company operating

multi-sites in different

destinations providing value

added business process

outsourcing services

To delight our customer through

the expertise of empowered,

enthusiastic employees using the

latest technologies

XCEED Academy Development Project

Design Phase

Development Phase

Deployment Phase

Our Build Up Methodology

Focus Groups

Feedback

Strategy

Fact Finding

Phase One

• Agents

• Team Leaders

• Supervisors

• Trainers

Phase Two

• Support Functions

Phase Three

• Managers

Who’s In Scope?

Academy is constructed on three levels (Agents, Team Leaders and

Supervisors)

Each Track is based on Operational/Competence requirements

Each Track is based on Tenures with equivalent bundles

Formulate an Effective Standardized learning framework for building competencies at XCEED

Build a clearer Development Content matching market requirements and people capabilities

Providing a Career Development process contributing to the retention and sustainability of the operations

Support reshaping the image of XCEED Learning Experience as a whole.

Journey Objectives: Influenced KPI’s

Agents:

CSAT

Resolution Index

Quality Scores

Team Leaders:

People Survey Index 2016 (Managers Aggregate score)

Unplanned / No Show Rate

Attrition rate for Agents (Average retention periods)

Supervisors:

Promotion Ratio

People Survey Index 2016 (Managers Aggregate score)

Academy Highlights

Academy Internalization…TTT

Set Criteria &

Enrollment

Announcement

Initial Screening

& Selection Test

Performance

Simulation

1

2

Development &

Coaching

4

3

Allocation &

Assignment

5

Onboarding to XCEED

Customer Focus Basic

Email Essentials*

Resilience & Adaptability

Customer Focus Advanced

Selling Through Service

Managing Upwards

Handling Complaints & Crucial

Conversations

Creative Thinking Techniques

Emotional Intelligence

Service Refresher

The Power of One

What Makes a Manager

Customer Experience Centric

Vitality & Bounce Back

Tenure 1 Tenure 2 Tenure 3 Tenure 4

Age

nts

Promotion Readiness Assessment

Team Leaders Onboarding

Basic Coaching & Supervisory

Skills

Managing Expectations & Goal

Setting

Managing/Coaching

Performance

Getting Things Done

Call Center Floor Management

Motivating People & Team

Dynamics

Conflict Resolution

Managing Via EQ

Delegation Practices

Finance for non Financials

Reporting Techniques

Creative Thinking &

Continuous Improvement

Team

Le

ade

rs

Sup

erv

iso

rs

Full Learning Academy Cycle 4.5 Years

Supervisors Onboarding

Building High Performance

Teams

Leadership & Engagement

Practices

Project Management

Techniques

Key Account Engagement

Team Creativity

Coach the Coach

Stakeholder Management

Change/Crisis Management

Developing Others

Interviewing Practices

Strategic Outlook

Management Coaching &

Mentorship

Cross Exposure / Delegation

Assignments

Promotion Readiness Assessment

Logo & Slogan Design

Launch Meeting with SLT

Awareness Sessions with People Managers

Email shots sent to ‘Tenures Participants’

Launch Mail Sent by CEO

Launch Event for Sample Audience

Marketing Material

Communication & Engagement Plan

Road Map Art Work & Electronic Catalogue

Activities Below the Line

Activities Above the Line

AGENTS PROGRAM COMMON AREAS OF DEVELOPMENT

Design Phase

Development Phase

Deployment Phase

On Boarding to Xceed Customer Focus Basic Email Essentials* Resilience & Adaptability

Customer Focus Advanced Selling Through Service* Managing Upwards Handling Complaints & Crucial Conversations

Creative Thinking Techniques Emotional Intelligence Service Refresher The Power of One

What Makes a Manager Customer Experience Centric Vitality & Bounce Back Promotion Readiness Assessment

I’m On Board

I’m an Expert

Boosting My Capabilities

I’m Advanced

TEAM LEADERS PROGRAM COMMON AREAS OF DEVELOPMENT

Design Phase

Development Phase

Deployment Phase

Recognize Roles & Responsibilities Accommodate the Transition Basic Coaching & Supervisory Skills Cross Functional Orientation

The New Job

Managing Expectations / Goal Setting Managing/Coaching Performance Getting Things Done Call Center Floor Management

Mastering My Job

Motivating People & Team Dynamics Conflict Resolution Managing Via EQ Delegation Practices

Finance for Non Financials Reporting Techniques Creative Thinking & Continuous Improvement

Step UP

Lead

SUPERVISORS PROGRAM COMMON AREAS OF DEVELOPMENT

Design Phase

Development Phase

Deployment Phase

Recognize Roles & Responsibilities KPI’s & Performance Factors Building High Performance Teams Leadership & Engagement Practices

Project Management Techniques Key Account Engagement Team Creativity Coach the Coach

Stakeholders Management Change Management / Crisis Management Developing Others

Interviewing Practices Strategic Outlook Management Coaching & Mentorship Cross Exposure/Delegation Assignments

Drive Performance

Engage People

Lead the Business

Influence People

VOC Survey Question

No Academy

Academy 1st Year

Academy 2nd Year

How would you rate your satisfaction in regards to Xceed's Operation Manager's responsiveness?

70% 75% 87%

How would you rate your satisfaction in regards to Xceed's ability to generate new ideas for your business?

30% 50% 75%

How would you rate your satisfaction in regards to Xceed's Middle management abilities to fulfill your operational needs and requirements?

68% 79% 89%

How would you rate your satisfaction in regards to Xceed's agents in regards to their knowledge and ability to deliver the expected service?

55% 69% 83%

Academy ROI – Voice Of Client

Academy ROI – Voice Of Employees

VOE Survey Question No

Academy Academy 1st Year

Academy 2nd Year

My Direct Manager helps me get my job done correctly and on time.

a. Strongly agree 40% 59% 86%

How useful is the feedback you receive from your Direct Manager?

a. Useful 30% 48% 73%

My Direct Manager shows appreciation for the work that I do

a. I agree 60% 79% 88%

I have a clear understanding of what I am required to do in my job

a. I agree 69% 75% 91%

Dealing with my Direct Manager is

a. Easy 49% 68% 87%

Thank You

Q&A?

I am Listening…