Aagw2010 June 08 Kencall Introduction to Kencall
Transcript of Aagw2010 June 08 Kencall Introduction to Kencall
Eric Nesbitt, COO, Kenya
• Bachelor in Technology and
Management from Cranfield
University (UK)
• Former Managing Director of
Consolidated Warehouses Ltd.,
Foursquare Logistics Ltd.
• 12 years extensive leadership and
diverse entrepreneurial experience
Steve Liggins, CFO, USA
• MBA from London Business School
(UK), Bachelor from University of
New York (US)
• Retired Head of Bank One New York
Office
• 25 years banking industry experience
• 4 years experience in Kenya at First
Chicago (later First American) Bank
Roger Hunwicks, CIO, Kenya
• Bachelor in Mathematics from
Oxford University
• 16 Years of experience in the field of
Software Development, System
Adminstration and Network
Management
• Former Group Software Development
Manager at Software Technologies
Ltd
Nicolas Nesbitt, CEO, Kenya
• MBA from Stanford (US), Masters
and Bachelor from Dartmouth (US)
• Former Consultant of The Boston
Consulting Group
• Former Vice President Qwest
Communications - $1bn
responsibility
• Former Sales Executive at different
US companies
• Co-founder of Market Race LLC
The Management Team
KenCall Delivers a Comprehensive Set of Services
06/17/2010 Slide 4
Relationship Management
Call Center Services BPO
Customer Care Customer Activation Customer Retention Customer Acquisition Cross-selling/ Up selling
Inbound Sales Outbound Sales Customer service Tech support Help Desk support Lead generation Market surveys Incident Reporting
Voice Transcription Data entry Database clean up Word processing Email management
Key To Success Is Our Intense Focus On Managing The Basics...
06/17/2010 Slide 5
Recruiting Training and incubation Production management Quality monitoring
Redundancy IT support Network
monitoring Physical and
logical security
Business analysis
Reporting and escalation
On site client hosting
Constant reviews
QualityReliability FocusEffectivenessSpeed
Client ManagementInfrastructure Management
People Management
KenCall Staffs for Success
•Anglicized accents•High service oriented
culture
•All staff have university degrees or diploma level. •Multi cultural and multi lingual. •Technically capabilities. •Broad knowledge of international geography, history and culture
•Motivated employees, eager to learn•All employees expect to work hard. •Embedded in culture
.
•Positions are challenging
•Large labor pool and jobs are scarce• Extensive investment in education and training
Highly Educated Staff.
Pleasant PhoneEtiquette
High Retention Rates
Strong work Ethic
….and Recruits and Trains for Results
Recruitment Avenues Recruitment Profiling
On line web sitesOn campus interviewsReferral programsMedia help wanted adsTelephonic sales screeningIn person interviews
Diction, spelling and grammar Comprehension skills Accent clarity Idiomatic understanding Customer empathy/attitudeBackground checks (credit and criminal)
Two Weeks Generic Training
What is a call center and who is KenCall Technical skillsProduct skillsSales skillsCustomer service and phone etiquette skillsCampaign and client training
KenCall has State of the Art Facilities…
Capacity: 200 seatsExpandable to 600
Redundancy:2 back generators: FG Wilson, 24/7/365, 250 KVA 2 UPS systems: MGE Galaxy 3000 and 5000Multiple ISP providers and VOIP back up
Networking: Cisco
KenCall has a Rigorous Approach to Client Engagement
Detailed understanding of client GOALS and needs
Detailed understanding of current situation and GAP ANALYSIS
Detailed IMPLEMENTATIONRoles and Responsibilities Contracts Client transition timelines Levels of support, delivery models, SLA’sStaff selection, training and client orientation
Technology systems, databases and toolsData migration and security Process roll outsMetrics, measurements and reporting
Some of KenCall„s Clients Past and Present
www.kencall.comConfidential
...Strong Believers...
06/17/2010 Slide 11
April 2007,
Nairobi
Has received an
Equity investment from
...Received Powerful Endorsements...
06/17/2010 Slide 12
“KenCall is one of the reasons the Kenyan economy grew over 6% last year.”
Thomas Friedman (Author of “The World is Flat”) in New York Times
...And Attention From Leading Institutions Around The World
06/17/2010 Slide 14
• Harvard Professor Dan Isenberg spend extensive time in Nairobi to study the company.
• Case is now taught to second year students of the Harvard Business School MBA program in its International Entrepreneurship Class.
KenCall Is Ready To Help
06/17/2010 Slide 15
• Experienced and result-oriented management team
• Well documented and oiled processes
• State of the art facility and infrastructure
• Experienced recruiting, training and development
• Intense focus on customer satisfaction
• Successful and growing client relationships
Emergency Rapid Response Is A 5-Step Process
06/17/2010 Slide 17
Emergency Call Center24/7 response
AmbulanceDispatch
FeedbackFollow-up
“444“
1 3 52
Accident
Fire
Crime
Hospitalcommunication
4
Reporting
Marketing
Administration/Finance
6
7
8
First Call for Farmers
KenCall will collect and analyze data
Dispatch help/needs to targets
Farmer calls the helpline 0711 035 345, 0732 135 345, 020 6602 345
Agriculture Experts will receive call and respond to the farmer’s questions.
www.kencall.com
06/17/2010 Slide 19
My Kidney Call
Enquiries about kidney disease, dialysis, transplants etc?
CALL
Kenya Kidney
Foundation
Provide information
GIVE ADVICE
Advice on healthy eating etc which leads to healthier kidneys
First call for famine relief
NDOC intervened on 2nd of February
KenCall registered a dramatic fall in cases almost immediately
NDOC fed the info daily. Keen observation of trends, Mandera East Singled out
Mandera East Example
www.kencall.com
What we Did for Them - A Case Study- UAP Insurance -
• Problem Statement
• UAP was struggling to sell a new annuity savings product through its traditional agent channels
• Its insurance agents were not actively selling the product, because it was too small in value
• UAP was trying to break into a new market segment
• UAP’s insurance agents were saying that the costs of sales were way too high given the returns
• What KenCall Provided
• 15 call center agents trained and taking calls within 14 days of contracting
• Operational - normal business working hours
• Set up appointments for sales people and verified the prospect customer’s willingness to meet
• Continuous, reliable and accurate reporting on traffic and subscriber behavior
• How UAP benefited
• Appointments which exceeded it expectations
• Increase in sales and revenue
• A reliable database of potential customers
• A world=-class service in-lien with its international brand
www.kencall.com
What we Did for Them - A Case Study- Diamond Trust Bank-
• Problem Statement• Diamond Trust Bank (DTB) was a new bank and wanted to create awareness
• Want to use direct marketing to reach potential customers and did not have the resources to do so at the time
• DTB was also trying to break into a new market segment
• What KenCall Provided• 5 trained call center agents
• Operational - normal business working hours
• Contact details for potential customers
• Technology to manage calendars for Sales agents
• How DTB benefited• Increase in awareness
• Better understanding of customers’ needs
• Good system of managing sales agents calendars
www.kencall.com
What we Did for Them - A Case Study- Dun & Bradstreet Financial Services -
• Problem Statement
• US banks had increased their requirements for database updates of their customers’ records
• US Internal Security department increased requirements for financial record keeping
• Indian contact centers (IBM) had too much of D&B’s work already; needed some rapid diversification
• Inherited Situation
• Over 300 BPO agents world wide
• 5 call centers in 3 countries
• Quality and ability to handle the volumes were dropping
• What KenCall Provided
• Over 60 trained agents within 120 days (6 week training class)
• 16 hour shifts, 5 days a week
• Reliable and stable staffing levels; insignificant attrition levels
• #1 in Qualityworldwide
• How D&B benefited
• Rapid increase in record handling capacity; KenCall staffing flexibility
• Reduced time spent on education, because of the low attrition
• Top Contact Center globally in quality
• Peace of Mindwww.kencall.com
What we Did for Them- Direct TV -
• KenCall worked with Digital Media Group, based in California on a number of projects from mid-2005 to end 2006. One of our most successful projects was Direct TV:
• What KenCall provided;
• Inbound sales support team of 12 agents, quality analyst and reporting team
• Outbound credit verification
• The team worked on a national campaign over a period of 5 months
• KenCall performed well meeting its SLA’s and daily sales targets
• Provided daily detailed analytical reports
What we Did for Them - EarthLink Inc. -
Problem Statement
• High volume of English calls coming into their call centers were not being answered
• Christmas and 2007 were expected to be large growth periods
• “India fatigue” setting in among their customers
Inherited Situation
• 3,500 call center agents world wide
• 13 call centers in 11 call center vendors
• Global call distribution IP network
What KenCall Provided
• 140 agents in rapid time
• 16 hour shifts, 7 days a week
• Reliable and stable communications network
• Put East Africa on the Outsourcing map
How EarthLink benefited
• Top performing agents and team leaders world wide
• KenCall’s training content and methodologies adopted world wide
• Top Contact Center globally in sales performance, 4 out of the 9 months of 2007
• Number #1 Quality call center
What We Did For Them - Tigo -
Problem Statement
• Tanzanian cell phone subscribers could not get through to the call center
• Tigo unaware 100,000+ agent calls available daily; less than 5% answered
• Tigo was losing revenue and customer loyalty
• Tigo did not have in-house capacity for more than 30 agents
• The competition had much better call centers
What KenCall Provided
• 90 agents trained and taking calls within 30 days of contracting
• 24x7 Operations
• Increased calls answered rate to 15% (limited by Tigo budgetary constraints)
• Reliable and stable international communications network
• Continuous, reliable and accurate reporting on traffic and subscriber behavior
How Tigo benefited
• Increase in revenue
• Reduced complaints and fewer fines from regulators
• Better understanding of customers’ needs
• Removed the “headache” of managing its staff 24x7
KenCall‟s InfrastructureGenerators
Generators: Two; with Failover
Gen1Manufacturer: FG WilsonType: Prime Unit - 24/7/365
Specs• 250kVA• 279 litres/ 73.7 Gallons• 16Hours Running Time Before Refill
Gen2Manufacturer: FG WilsonType: Prime Unit - 24/7/365
Specs• 250kVA• 279 litres/ 73.7 Gallons• 16Hours Running Time Before Refill
KenCall has Uninterrupted Power Supply
UPS Systems: TwoManufacturer: MGE Galaxy
Model: Galaxy 3000
Specs:50KVAUptime on Max load: 30 Mins
Model: Galaxy 5000
Specs:60KVAUptime on Max load: 45 Mins
KenCallPSTN Integration
Local PSTN:
• Four Providers
International Provider:
• One
Redundancy:
• Commissioning a second provider soon
06/17/2010 Slide 34
Dialer Capability & Capacity
06/17/2010 Slide 36
Dialers: TwoSystem Provider: Noble Systems
Features:• IVR• Skill Based Routing• Priority Routing• Hot Transfers• Conference• Predictive Dialing• Preview Dialing• BlendedDialing• Web Based Scripting• Voicemail• SMS capabilities• DNIS inbound routing• Agent remote monitoring• Agent coaching• CDR logging• Call Recording• Primary & Secondary
Capacity
Current Capacity:215 Seats
CTI:10 E1s (30*10=300) Simultaneous Calls
ExpandableSeats: 600
CTI:12 E1s (30*12=360) Simultaneous Calls
KenCall Building Facility
Current Capacity
• 215 Stations
Expandable
• 600 Stations
Redundancy
• Commission a second Facility
• In another location
06/17/2010 Slide 37
KENCALL SOLUTIONS
KenCall is an internationally recognized Contact Center offering BPO services to a global clientele.
KenCall has built very successful relationships in the following sectors and will continue to grow its capabilities in additional arenas:
* Telecommunications
* Banking
* Credit reporting and management
* Medical
* Media
* Insurance
SERVICE SOLUTIONS
Contact Center
Inbound Customer Service
Outbound sales/support
Technical Support
Telemarketing
e-mail services
SMS/text services
Appointment Setting
IT support and helpdesk
Customer Relationship Management
Customer Care Services
Customer acquisition
Customer activation
Customer retention
Cross-selling
Market polling
Business Process
Outsourcing
Data transcription services
Customer Relationship
Management (CRM)
PHYSICAL & DIGITAL SECURITY
KenCall has invested heavily in systems and processes that guarantee integrity and security of all data.
Data access protocol management is a key strength of KenCall’s operations.
RESTRICTED
ACCESS
• Security controlled access points.
• Biometric controlled access to call centre.
CONTROLLED
ACCESS
• User-specific work station login ID.
• Active directory with rights controlled access of data.
DEFINED
ACCESS
• Mac address filtering.
• VPN connection.
REPORTING & ANALYSIS
KenCall’s Analysis and Reporting team provides clients with visibility into what is happening with their customers every day.
KenCall appreciates the significance and importance of such a role and therefore provides as much detail and interpretation as the client can handle, as frequently as needed.
DATA CAPTURE
DATA REPORTING
DATA ANALYSIS
DAILY
WEEKLY
MONTHLY
RECRUITMENT
KenCall has invested in talent screening processes that ensure its entry level staff are fresh graduates from universities and accredited colleges recruited for their energy, enthusiasm and leadership potential.
Background checks are run including the requirement that all employees must provide a Certificate of Good Conduct that is processed by the Criminal Investigation Department (Kenya Police).
Planning
Recruiting
Selecting
TRAINING
Effectiveness in our ability to accurately convey the client’s brand, products and service expectations to the full complement of staff servicing the client’s account – is important.
KenCall and the client jointly develop the training programs for the staff and where such programs exist, KenCall always encourages train-the-trainer sessions for its in-house trainers.
GENERIC TRAININGPRODUCT TRAINING
QUALITY TRAININGON-THE-FLOOR
TRAINING
Customer Service
Representatives
QUALITY ASSURANCE
QUALITY ANALYSTPERFORMANCE DEVELOPMENT COACH
•Real-time assistance to agents.
•High service levels throughout.
LIVE ANALYSIS
• In-depth analysis of quality of service.
•Service level improvement feedback.
POST ANALYSIS
Developing
•One on one feedback sessions with agents.
•Product information
Monitoring
•Assist agent develop performance goals.
•Ensure agent pursues those goals.
Motivating
•High performance coaching
•Performance improvement coaching
CUSTOMER EXPERIENCE
KenCall works closely with the client to listen to what their customer is saying.
We believe in getting it right the first time and that the best way to do this is to listen to the customer from the onset.
LISTENING TO THE
CUSTOMER
SERVING THE
CUSTOMER
HAPPY CUSTOMER
INFRASTRUCTURE
Kencall has built network redundancy and internal resiliency into its fiber and VSAT infrastructure to ensure uninterrupted business continuity
Its network design and configuration allow KenCall to increase its operational capacity on short notice.
To guarantee uptime, KenCall has a network of meshed circuits with several global telecommunications providers.
KenCall
Fiber optic
Cisco and Microsoft
certified IT engineers
Internal resiliency
Network redundanc
y