Barclays Bank Egypt History Customer Service Skills Telephone Skills Call Centre KPI's

1. Ground Rules Ask Questions Mobile Silent Respect Others No Side Talks Attention

2. Welcome in Barclays Call Centre Hotline..

7. Barclays Bank Structure Customer Service Card Operations Loans Operations Collection Account Opening Khaled EL Gibaly Managing Director HR Legal Finance COO Corporate Others

8. Customer Service Structure Customer Service Call Centre Complaint Unit Service Quality

9. Call Centre Structure Service Level % Accuracy % Retention Rate % Call Centre Head Inbound Operation Retention Retail 16222 Premier 16122 Quality Workforce Assets Cards

10. What thy do? Support all customers in service queries, complaints handling. Complete transactions online using the bank’s systems & processes. Handle the Workforce, MIS & Quality Assurance over the call centre. Use necessary tools provided as prevent attrition of customers over the phone across various segments like cards, loans, liabilities etc. Call Centre Head Inbound Operation Retention

11. Call Centre Metrics Abandoned Calls after Threshold Abandoned Calls - Abandoned Calls after Threshold Abandoned Calls before Threshold Abandoned Calls Answered Calls after Threshold Answered Calls - Answered Calls after Threshold Answered Calls before Threshold Offered Calls - Abandoned Calls Answered Calls Offered Calls

12. Call Centre Metrics Answered Calls before Threshold + Abandoned Calls before Threshold / Offered Calls X 100 Abandoned Calls after Threshold / Offered Calls X 100 Total Talk Time in seconds + Total Hold Time in seconds / Answered Calls Call Centre Metrics Service Level Abandoned Rate Average Handling Time

13. Example for Performance Abandoned Calls after Threshold / Offered Calls X 100 1 % Abandoned Rate Answered Calls before Threshold + Abandoned Calls before Threshold / Offered Calls X 100 89 % Service Level 10 20 30 100 870 970 1000 Abandoned Calls after Threshold Abandoned Calls - Abandoned Calls after Threshold Abandoned Calls before Threshold Abandoned Calls Answered Calls after Threshold Answered Calls - Answered Calls after Threshold Answered Calls before Threshold Offered Calls - Abandoned Calls Answered Calls Offered Calls

14. Example for Target Performance Abandoned Calls after Threshold / Offered Calls X 100 2 % Abandoned Rate Answered Calls before Threshold + Abandoned Calls before Threshold / Offered Calls X 100 80 % Service Level 20 20 40 180 780 960 1000 Abandoned Calls after Threshold Abandoned Calls - Abandoned Calls after Threshold Abandoned Calls before Threshold Abandoned Calls Answered Calls after Threshold Answered Calls - Answered Calls after Threshold Answered Calls before Threshold Offered Calls - Abandoned Calls Answered Calls Offered Calls

15. Example for low Performance Abandoned Calls after Threshold / Offered Calls X 100 3 % Abandoned Rate Answered Calls before Threshold + Abandoned Calls before Threshold / Offered Calls X 100 75 % Service Level 30 30 60 220 720 940 1000 Abandoned Calls after Threshold Abandoned Calls - Abandoned Calls after Threshold Abandoned Calls before Threshold Abandoned Calls Answered Calls after Threshold Answered Calls - Answered Calls after Threshold Answered Calls before Threshold Offered Calls - Abandoned Calls Answered Calls Offered Calls

16. Volume in the Call Centre History

17. Nortel Screen (Queue Status) Aux Reason Phone Login ID Idle : Agent is Ready to receive Call Not Ready : Agent is not Ready to receive Call due to Break or task or meeting or training Active : Agent has a Call Time in State : This is the Time which show the duration of Call, Not Ready, Hold or Idle. Extension Number Type of the Call On Hold : Agent put the Customer on Hold Agent Name In Calls Status : Status of the Agent when he logged in

18. I need to success & get more Experience through my current Job, What I should do???

19. Hii Guys Full Adherence & 100 % Productivity

20. What is your Job Title? Telephone Agent Inbound Agent Customer Service Agent Call Centre Agent Customer Service Representative

21. Why “Customer Service Representative?? Customer Service Representative = ممثل خدمة العملاء Customer Service is a part of the Bank What is Customer Service?

22. What is Customer Service? Customer Service means: Exceeding the customers expectations, by covering their queries & solving their problems to be satisfied. Talkers & Walkers Customers A satisfied Customer inform 8 people An unsatisfied Customer inform 25 people (or may be more)

23. By believing in “if you didn’t give your client what he wants somebody else will” So What Do callers Expect from us?

25. Keeping a Customer You are saving: Job Effort Money Time

26. Reasons for Changing Supplier Because of an employee indifference 68 % Because of dissatisfaction with the product 14 % Because of competition 09 % Because of other friendship 05 % Because of change of location 03 % Because someone died 01 %

31. Our Greeting & Closing Greeting (From 12 AM to 12 PM) Good Morning – Barclaycall – Mohamed speaking – How may I help you? صباح الخير – باركلي كول – محمد مع حضرتك Greeting (From 12 PM to 12 AM) Good Afternoon – Barclaycall – Mohamed speaking – How may I help you? مساء الخير – باركلي كول – محمد مع حضرتك Ending في أي استفسار تاني عند حضرتك؟ تحت أمر حضرتك يا فندم .. شكرا لاتصال حضرتك ببنك باركليز لحظات ححول حضرتك باستطلاع الرأي ..

32. What is the difference between Hearing & Listening? Listening: To give attention to a person or thing that you can hear Hearing: To receive or become aware of a “sound” using your ears

33. Strategic Listening

47. Professional Language

50. KPI’s

52. What is the KPI’s Items which can be Evaluation Measures for the Call Centre Agent? Absenteeism 15 Points AHT 20 Points Breaks 5 Points KPI's 100 Points Late Login 15 Points Quality 30 Points Sales 15 Points

53. Agents Obligations & Adhering Adhering Login Time & Manned Hours Keeping SLA on track Adhering Selling Increasing Bank Profit Obligation of the KPI’s Success & Promotions Adhering Quality Decrease the Complaints & increase Customer Satisfaction

54. Thank you so much for coming today.. Hope that you learn some thing..

55. بس خلاص