Template Corporate 2017 Operation
THE BEST CONTACT CENTER
OPERATIONS
INSTRUCTION
● This template should be used Only for The
Best Operations category.
● Template can be modified, subject to your
company template or regulation.
● Please do not change the sequence of
content to avoid misunderstanding of
evaluators.
● All information and data that presented have
to be in period of Jan to Dec 2016 or Jul 2016
to Jun 2017.
● Estimated time to present, include Question
and Answer is 60 minutes per categories.
THE BEST CONTACT CENTER INDONESIA 2017
COMPANY NAME
contact center brand
LOGO & BRANDING
Please provide logo including
philosophy of logo and the rule of
usage in internal or external
communication.
1.1 VISION / MISSION
• Please provide your company vision and
mission and alignment with contact center
objectives.
THE BEST CONTACT CENTER INDONESIA 2017
1.2 OBJECTIVE
• Please provide key objectives and indicators
to measure the success of contact center.
THE BEST CONTACT CENTER INDONESIA 2017
1.3 CHALLENGES
• Please describe key change factors that
impact on contact center services or activities
and indicate potential risk that impact on
contact center services in-term of continuity
of service, financial, reputation, workload and
operation.
THE BEST CONTACT CENTER INDONESIA 2017
2.1 CUSTOMERS
• Please provide type of customer or segment
that required services from contact center.
Segment
Total Customers
TOTAL
THE BEST CONTACT CENTER INDONESIA 2017
Contact Center
Services
%
2.2 CHANNELS
• Please provide the number of services per
day or per month per channel.
CHANNELS
CALLS
IVR
EMAIL
FAX
SMS/CHAT
FACEBOOK/TWITTER
VIDEO
TOTAL
THE BEST CONTACT CENTER INDONESIA 2017
AVG. DAILY SERVICES
%
2.3 TYPE OF SERVICES
• Please provide lists of services that contact
center provide, with majority of top 5 to 10
services.
TYPE OF SERVICES
TOTAL
THE BEST CONTACT CENTER INDONESIA 2017
AVG. MONTHLY SERVICES
%
3.1 SERVICE MANAGEMENT
• Please describe key initiatives to improve
contact center service delivery, include
creativity to achieve Service Level, First
Contact Resolution and Customer
Satisfaction.
THE BEST CONTACT CENTER INDONESIA 2017
3.2 QUALITY MANAGEMENT
• Please describe quality management
methodology to maintan high quality of
services.
THE BEST CONTACT CENTER INDONESIA 2017
3.3 COMPLIANCE
• Please provide the lists of compliance that
implemented in contact center, including ISO
certification, electronics transaction security,
risk management, disaster recovery and any
regulation that related to the product or
services in contact center.
THE BEST CONTACT CENTER INDONESIA 2017
4.1 ORGANIZATION STRUCTURE
• Please provide organizational chart of your
contact center, include the ratio of team
leader, quality assurance, and desk control to
agent, ratio supervisor to team leader and
ratio manager to supervisor.
THE BEST CONTACT CENTER INDONESIA 2017
4.2 JOB GRADE & CAREER PATH
• Please provide job grade, remuneration
(includes benefits) and career path for
employee in contact center.
THE BEST CONTACT CENTER INDONESIA 2017
5.1 TECHNOLOGY
• Please provide key technologies for call
distribution, routing, quality, scheduling and
performance monitoring.
THE BEST CONTACT CENTER INDONESIA 2017
5.2 APPLICATION
• Please provide key applications that utilized
by agents to deliver services.
THE BEST CONTACT CENTER INDONESIA 2017
6.1 OPERATIONAL PERFORMANCE
• Please provide key performance indicators and
achievement within 1 year period. At least consists of
Service Level, Percent Answer Call, First Contact
Resolution, Quality Score and Service Level Agreement.
KPI
Target
THE BEST CONTACT CENTER INDONESIA 2017
1
2
3
4
5
6
7
8
9
10
11
12
6.2 COST STRUCTURE
• Please provide the structure of your contact
center costs, methodology to measure costs
per call or cost per agent or cost per seat.
TYPE OF COST
Cost of Labor
TOTAL
THE BEST CONTACT CENTER INDONESIA 2017
AVG. MONTHLY COSTS
%
6.3 CUSTOMER SATISFACTION
• Please describe method to measure customer
satisfaction and the result of customer
satisfaction index with 1 year.
THE BEST CONTACT CENTER INDONESIA 2017
7.1 ACHIEVEMENT
• Please provide the lists of contact center
award and achievement that awarded by
external party within 1 year.
THE BEST CONTACT CENTER INDONESIA 2017
8.1 INFRASTRUCTURE
• Please provide the list of contact center
rooms for operation and support the activities
of employee.
THE BEST CONTACT CENTER INDONESIA 2017
8.2 HEALTH AND SAFETY
• Please describe health and safety working
environment, including ventilation, air
conditioning, lighting, noise level, cleanliness,
availability of toilets.
THE BEST CONTACT CENTER INDONESIA 2017
THANK YOU
The Best Contact Center Indonesia
2017
THE BEST CONTACT CENTER
OPERATIONS
OPERATIONS
INSTRUCTION
● This template should be used Only for The
Best Operations category.
● Template can be modified, subject to your
company template or regulation.
● Please do not change the sequence of
content to avoid misunderstanding of
evaluators.
● All information and data that presented have
to be in period of Jan to Dec 2016 or Jul 2016
to Jun 2017.
● Estimated time to present, include Question
and Answer is 60 minutes per categories.
THE BEST CONTACT CENTER INDONESIA 2017
COMPANY NAME
contact center brand
LOGO & BRANDING
Please provide logo including
philosophy of logo and the rule of
usage in internal or external
communication.
1.1 VISION / MISSION
• Please provide your company vision and
mission and alignment with contact center
objectives.
THE BEST CONTACT CENTER INDONESIA 2017
1.2 OBJECTIVE
• Please provide key objectives and indicators
to measure the success of contact center.
THE BEST CONTACT CENTER INDONESIA 2017
1.3 CHALLENGES
• Please describe key change factors that
impact on contact center services or activities
and indicate potential risk that impact on
contact center services in-term of continuity
of service, financial, reputation, workload and
operation.
THE BEST CONTACT CENTER INDONESIA 2017
2.1 CUSTOMERS
• Please provide type of customer or segment
that required services from contact center.
Segment
Total Customers
TOTAL
THE BEST CONTACT CENTER INDONESIA 2017
Contact Center
Services
%
2.2 CHANNELS
• Please provide the number of services per
day or per month per channel.
CHANNELS
CALLS
IVR
FAX
SMS/CHAT
FACEBOOK/TWITTER
VIDEO
TOTAL
THE BEST CONTACT CENTER INDONESIA 2017
AVG. DAILY SERVICES
%
2.3 TYPE OF SERVICES
• Please provide lists of services that contact
center provide, with majority of top 5 to 10
services.
TYPE OF SERVICES
TOTAL
THE BEST CONTACT CENTER INDONESIA 2017
AVG. MONTHLY SERVICES
%
3.1 SERVICE MANAGEMENT
• Please describe key initiatives to improve
contact center service delivery, include
creativity to achieve Service Level, First
Contact Resolution and Customer
Satisfaction.
THE BEST CONTACT CENTER INDONESIA 2017
3.2 QUALITY MANAGEMENT
• Please describe quality management
methodology to maintan high quality of
services.
THE BEST CONTACT CENTER INDONESIA 2017
3.3 COMPLIANCE
• Please provide the lists of compliance that
implemented in contact center, including ISO
certification, electronics transaction security,
risk management, disaster recovery and any
regulation that related to the product or
services in contact center.
THE BEST CONTACT CENTER INDONESIA 2017
4.1 ORGANIZATION STRUCTURE
• Please provide organizational chart of your
contact center, include the ratio of team
leader, quality assurance, and desk control to
agent, ratio supervisor to team leader and
ratio manager to supervisor.
THE BEST CONTACT CENTER INDONESIA 2017
4.2 JOB GRADE & CAREER PATH
• Please provide job grade, remuneration
(includes benefits) and career path for
employee in contact center.
THE BEST CONTACT CENTER INDONESIA 2017
5.1 TECHNOLOGY
• Please provide key technologies for call
distribution, routing, quality, scheduling and
performance monitoring.
THE BEST CONTACT CENTER INDONESIA 2017
5.2 APPLICATION
• Please provide key applications that utilized
by agents to deliver services.
THE BEST CONTACT CENTER INDONESIA 2017
6.1 OPERATIONAL PERFORMANCE
• Please provide key performance indicators and
achievement within 1 year period. At least consists of
Service Level, Percent Answer Call, First Contact
Resolution, Quality Score and Service Level Agreement.
KPI
Target
THE BEST CONTACT CENTER INDONESIA 2017
1
2
3
4
5
6
7
8
9
10
11
12
6.2 COST STRUCTURE
• Please provide the structure of your contact
center costs, methodology to measure costs
per call or cost per agent or cost per seat.
TYPE OF COST
Cost of Labor
TOTAL
THE BEST CONTACT CENTER INDONESIA 2017
AVG. MONTHLY COSTS
%
6.3 CUSTOMER SATISFACTION
• Please describe method to measure customer
satisfaction and the result of customer
satisfaction index with 1 year.
THE BEST CONTACT CENTER INDONESIA 2017
7.1 ACHIEVEMENT
• Please provide the lists of contact center
award and achievement that awarded by
external party within 1 year.
THE BEST CONTACT CENTER INDONESIA 2017
8.1 INFRASTRUCTURE
• Please provide the list of contact center
rooms for operation and support the activities
of employee.
THE BEST CONTACT CENTER INDONESIA 2017
8.2 HEALTH AND SAFETY
• Please describe health and safety working
environment, including ventilation, air
conditioning, lighting, noise level, cleanliness,
availability of toilets.
THE BEST CONTACT CENTER INDONESIA 2017
THANK YOU
The Best Contact Center Indonesia
2017
THE BEST CONTACT CENTER
OPERATIONS