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Vodafone summer internship

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Vodafone Internship project presentation

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Vodafone summer internship

  1. 1. INBOUND SALES CHANNEL OF VODAFONE Vikas Sonwane PGDM – IB 53
  2. 2. Month Week1 Week2 Week3 Week4 May June Implementation at SCC Process at SCC Analysis of Data at Vodafone Strategize Implementation at IBCC Process at IBCC Feedback at SCC Feedback at IBCC
  3. 3. Vodafone Sales and Marketing Postpaid 37 Stores (Including Mini Stores) DSA (23 Entities) Tele Calling Super Call Centre Global Direct CBA CSA MTO Channel Prepaid …
  4. 4. Customer Support Centres Prepaid Serco (A’bad) Serco (Pune) Tech M (Pune) Postpaid Serco (Pune) Serco (Mumbai) Postpaid PG Serco (Mumbai)
  5. 5. General Manager Team LeaderTeam Leader TSE TSE TSE TSE TSE TSE Team Leader
  6. 6. Customer calls Hotline Tele Customer support Executive resolves complaint and gives a hot tip and transfers call to SCC Tele Customer Sales Executive pitches for various connections Pre-Postpaid, New Postpaid, MNP Internet Dongle OR
  7. 7. • Create KPI for customer support center with respect to sales domain • Create and implement strategies to increase the transfers • Create KPI for Super Call Centre Customer Executive • Create and implement strategies to increase sales • Analyze final sales and tweak strategies and provide feedback Incoming Customer Support Calls Calls transferred To Super Call Centre Sales
  8. 8. Incoming Customer Support Calls Sales • Create KPI for customer support center with respect to sales domain • Create and implement strategies to increase the transfers • Create KPI for Super Call Centre Customer Executive • Create and implement strategies to increase sales • Analyze final sales and tweak strategies and provide feedback Calls transferred To Super Call Centre
  9. 9. • Objective : - Increase Call transfers to Super CC • Track the absolute number of calls transferred to Super Call Centre based on various parameters – Segment based transfers – Team leader wise transfers – Customer Support Executives wise transfers
  10. 10. • Incentivize the CSEs for transferring calls to Super Call Centre • Educate and bring in more visibility of the payout program by revamping the training module • Introduce Rewards and Recognition programs – Basic principle is to set the average base transfer rate higher – Employees would get motivated
  11. 11. Training Module
  12. 12. A KPI dashboard for the Vodafone Customer Support Centre
  13. 13. Rewards and Recognition Program
  14. 14. #4 #5#3#2#1 #4 #5#3#2#1 #6 Present Prepaid IVR Tree
  15. 15. #4 #5#3#2#1 #4 #5#3#2#1 #6 Suggested New Prepaid IVR Tree
  16. 16. #4 #5#3#2#1 #4 #5#3#2#1 #6 Instead of giving all the information regarding pre to postpaid process directly transfer to SCC. Suggested Verbiage: - “For prepaid to postpaid migration at your doorstep press 1.” (Related translations in all the other languages as well) Present Verbiage at #5: "For SIM loss, Prepaid to Postpaid migration, PUK, roaming or other IVR related information press 5" Suggested Verbiage at #5: "For Prepaid to Postpaid migration, SIM loss, PUK, roaming or other IVR related information press 5“ (Related translations in all other languages Suggested Verbiages For Prepaid
  17. 17. Incoming Customer Support Calls Sales Calls transferred To Super Call Centre • Create KPI for customer support center with respect to sales domain • Create and implement strategies to increase the transfers • Create KPI for Super Call Centre Customer Executive • Create and implement strategies to increase sales • Analyze final sales and tweak strategies and provide feedback
  18. 18. • Objective : - Increase Sales through Super CC • Track the absolute number of sales through a segmented dashboard based on following parameters – Inbound leads – Segment based leads – Team leader wise breakup • Track performance based on the number of leads conversion
  19. 19. • To improve productivity and efficiency – We rearranged the priority of the leads to be approached based on past sales data research • Rewards and Recognition program
  20. 20. • Sales breakup – Because of breakup and tracking through the dashboard we got to know that Outbound tags were not performing up to the mark – An analysis was done and was found that NWSS and chordiant based tags were performing Good – So focus on the related segment • Outbound tags sales • Get Real time NWSS leads • Rearranging the leads
  21. 21. Sales Dashboard
  22. 22. "Greetings Sir, This is Aisha from Vodafone, You had dropped in an SMS for a pre to postpaid connection; we have a special postpaid plan available to you delivered at your doorstep, is it the right time to talk?”
  23. 23. IPL Season tickets 2014 contest
  24. 24. Any Questions

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