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