Contact Centre Org Chart Proposal

Contact Centre Manager

Data Base administrator

Team Leader Team Leader
Prospects’ Management (Existing & Non existing clients) Existing Clients’ Management
1 Agent

Outbound
Inbound
“ Customer
1- Ongoing synchronization of “ Existing Clients
CFC Sales Centre experience &
clients’ information on system handling & Follow up”
2 Agents delight”
versus hard copy documents 2 Agents
2 AgentS
2- Maintenance of non existing
clients’ data bases (events, etc…) 1- Handle over the
phone clients inquires
1- Welcome & Data
2- Handle clients’ verification calls
requests with extended 2- Health check
customer care roles periodic calls
1- Handle prospects’ calls with high focus on selling 3- Customer Surveys
3- Follow up to ensure & feedback
2- Send required e-mails & brochures client request fulfillment 4- Contracts’
(FM , Handover or appointments calls
3- Follow up & ensure client is contacted Customer Care requests)
 Customer Experience
1- Client contacts 2- Call Center Acknowledge
3- SPOC handles customer
Emaar through receiving request within
requests with clear process &
regulated & 2hrs and forward request to
SLA
monitored relevant parties
channels

Application Request / Complaint Sales

CM
Customer

FM
Call Center

Sales
Admin
Request / Complaint

Call
Center Finance
FM

4- Implementers resolve customer

5- Call Center Confirms
requests with clear process &
back to Client
SLA
 Customer
• A New Customer Service Initiative
• Personally sponsored by MD
• Make customer believe 2020 is the
year of the customer
• Meet customer needs & deliver on
expectations
• Clear and easy-to-follow
communication
• Embed reassurance within customer
mind
• Customer interaction with AFGRE
becomes much easier
AFGRE Operations
• Realistic & achievable SLA
• Clear processes
• Clear Roles & Responsibilities
• Fewer Customer complaints
• Free-up AFGRE CC team for more
pressing face-to-face interactions
• Tools & measurements for efficient
workflow
• Improved communication between
stakeholders
• Increased Sales
Page 3
 How?
Through 3 key Pillars

1
Accepting the truth that despite
Recognize & acknowledge good performance… when it comes
to ‘serving a customer’ we do have
that WE DO have a problem a problem

Set Realistic SLA & adhere to it,

Establish SLA, processes &
2
establish tools to monitor &
monitoring tools to assess measure performance & assess
level of customer satisfaction on
performance regular basis

3 Corporate culture change A top-down approach sponsored

by top management promoting a
“Customer Focus” ‘customer service’ culture
 What? (Cont’d)
Corporate Customer
Operations FAQ
Culture Communication

1. Establish realistic &

1. A CEO-sponsored
achievable SLA &
monthly ‘We Care’
processes for
performance &
completing customer
Customer satisfaction 1. CRM, Customer Care
requests & complaints 1. ‘We Care’ CEO
review meeting with & Contact Center to
Introduction Letter
HOD’s develop along with
2. Put in place
DD’s an Internal FAQ
monitoring tools to 2. Launch of ‘We Care’
2. Ongoing internal handbook to be used
assess performance & Online tool
communication by customer-facing
compliance to agreed-
highlighting ‘We Care’ stakeholders
on SLA & processes 3. Ongoing monthly
updates
announcements
2. Avail quality training
3. Acquire leaders buy-in throughout the year
3. Organize a monthly to Emaar staff
Employee ‘We Care
4. Assign a ‘We Care’
Champion’
SPOC within each
Performance Award
department

Page 5
 Launch Plan – February 2014

1 Internal Announcement

2 Training for Sales, CC and CM

3 Technical Development

4 Internal Communication & Branding

5 Launch ‘We Care’ tool On Emaar Misr Portal & Call Center

External Communication to Emaar Clients

6 (Emails, SMS & Website)

Add Presentation Title in

9/29/20 Page 6
Master Slide
To Sum it Up We need you to…
Promote change within your
1 respective departments, with focus
‘customer satisfaction ’ in mind

2 Ensure teams have clear processes &

SLA and adhering by them

3 Monitor & control teams

performance on ongoing basis

Because
 We Have A Clear & Simple Roadmap

Phase 1 Phase 2 Phase 3

Pre Launch
1- Set achievable SLA & 1- Launch ‘We Care’ 1- Launch Full List of 1- Enable customers
Customer Experience online tool with basic existing Services & to schedule
with relevant Services & Complaints Complaintsmaintenance & repair
stakeholders services online
2- Organize a CEO- 2- Brainstorm ‘nice to
2- Develop ‘We Care’sponsored monthly ‘We have’ services 2- Employee
online tool Care’ performance & offerings Performance Hero
3- Acquire leaders & staff Customer satisfaction 3- Launch ‘book your
Award
Buy-in review
site tour online’
4- Develop internal FAQ
data base

Feb 2014
Feb-March 2014
Q2 - 2014
Q3 - 2014
Add Presentation Title in
9/29/20 Page 8
Master Slide
 What? (Cont’d)
Customer Care
Marketing Finance & Call Center
HR
1. ‘We Care’ Introduction
Letter 1. Treat customers 1. Organize a monthly
1. Empower CC & cordially at all times Employee ‘We Care’
2. Establish SLA,
Contact Center to 2. Highlight existing Performance
processes &
handle payment- Champion Award
monitoring tools to gaps causing CC pain
assess performance related requests with their day-to-day 2. Avail quality training
operations to Emaar staff
3. ‘We Care’ Online Tool
4. Internal FAQ data base
5. Ongoing monthly Construction All
announcements
throughout the year
1. Set & commit to SLA and processes for
6. Manage a CEO- 1. Regular updates on completing customer requests & complaints
sponsored monthly construction progress
‘We Care’ 2. Assign ‘We Care SPOC’ for smooth operation
2. Early notification of
performance & 3. Monitor & control teams performance on
construction delays
Customer satisfaction ongoing basis
review

Page 9
We need a company-wide initiative that would
increase customer satisfaction through
Reducing customer complaints by 20-25%
Automating requests by 20-25%
Setting acceptable SLA for most frequent requests and complaints
Free up Customer-facing stakeholders for more serious customer-related
situations requiring face-to-face interactions
Training & equipping Customer-facing personnel with proper tools &
knowledge

Services
That are

Faster Convenient Smarter

Page 10