RBS Retail Banking Services - 00144 Rome - Tel.+39 (0)6 ... · PDF fileCredit cards, Consumer...

RBS Retail Banking Services // Piazzale dell’Industria, 46 - 00144 – Rome - Tel.+39 (0)6 874171 - [email protected]

Revised on December 19th 2014

Company profile

• Year of foundation: 1994

• President: Alessandro De Angelis, former General Director of Diners club Italia, Central Director of Deutsche Bank and Banca Nazionale del lavoro, CEO at Myfin. • Reference market: Banking, Finance and Insurance • Offices:

Rome (2,200 sqm)

Milan (1,300 sqm)

Sassari (500 sqm)

• Workstations: 450 multimedia

• Staff:

170 employees

250 free-lance

3 RBS - Retail Banking Services

Mission

• Becoming the Partner of Important National and

Multinational Companies highly specialized in

outsourcing services of CRM (Customer

Relationship Management).

• Supplying a flexible infrastructures and a well-

established know how in the integrated management

of relational contact channels on a multichannel

platform (telephone, internet, e-mail, fax)

• Supplying data and analysis to its partners to

improve the knowledge and the profitability of its

customer portfolio.

• Integrating technology and resources with

Compliance and Quality systems to create

customized solutions and to guarantee operations

compliance.

Technology

Resources and

Organization

Compliance and Quality

Systems


Offer range

Features

• The management platform and the organizational

structure enable a high flexibility when creating and

developing new services.

• There are three service areas:

• Customer Management (Customer care, Help

Desk, Phone collection, and so on)

• Business Development (telemarketing, sales,

managing appointments, and so on)

• 1st and 2nd level back-office (data update,

managing documents and so on)

• Services are designed and managed in an

exclusive or multi-customer customized form and,

as for HW and SW tools, with internal, mixed or

external modalities.

RBS - Retail Banking Services 5

SERVICES MANAGEMENT

PLATFORM

Customer Management

Inbound Services

Business Development

Outbound Services

Documental Workflow

Backoffice Services

Banks

Financial intermediaries

Insurances


Target Market

Services for Banks and Financial

Intermediaries INBOUND

CUSTOMER CARE:

HELP DESK:

MONEY TRANSFER:

MANAGING TELEPHONE

SWITCHBOARDS:

Credit cards, Consumer credit, Current accounts,

Loans, Mortgages Claims, Form requests,

Document information (for banks), Document

copies

Home Banking, Branch support, Operation

procedures and support

Information to customers, Money transfer (only

for banks)

Receiving and transferring calls with or without

music, managing busy signals, managing

receiver groups, automatic sending of emails to

absent receivers. Complete or overflow

management.


Services for Banks and Financial

Intermediaries OUTBOUND

TELEMARKETING:

TELESELLING:

CREDIT RECOVERY:

DOCUMENTS/INFO RECOVERY:

Managing appointments at branches, Welcome

calls, Market survey, Credit card activation, Cash

Credit, customer satisfaction survey.

Credit cards, deposit accounts and so on (cross

selling and upselling)

Phone Soft Collection, consolidation default

payments with employer loan

Recovering missing documents and information

to open deposit accounts, employer loan.


Services for Insurances INBOUND

CUSTOMER CARE:

HELP DESK:

MANAGING TELEPHONE

SWITCHBOARD:

Insurance policies, Casualty claims, Claims,

Forms request, document copies and different

certifications.

Application programs, Branch support

Receiving and transferring calls with or without

music, managing busy signals, managing

receiver groups, automatic sending of emails to

absent receivers. Complete or overflow

management


Services for Insurances OUTBOUND

TELEMARKETING:

TELESELLING:

DOCUMENTS/INFO RECOVERY:

Welcome calls, Market surveys, fixing

appointments for agencies

CPI, GAP and BI Insurance policies, Life and

Accident Insurance

Recovering missing documents and information

to open casualty insurance, contracts and so on.


Services for Banks, Financial Intermediaries and Insurances

BACKOFFICE

• 1st level operation procedures (activities that do not require proxies, decisions or

assumption of responsibility).

• 2nd level operation procedures (activities that require autonomy and higher skills than the

1st level). The management procedure is carried out between the purchaser’s offices and

highly skilled resources within the contact center. The interaction is aided by adequate web

portals helping and rationalizing the necessary information exchange for a correct file

management.

• Creating and customizing documents

• Sending documents (e-mail, fax, mail)

• Controlling completeness and technicality of documents

• Managing mail return


Service levels

• % Calls served within 20 seconds

• % Abandoned calls

• % Trouble ticket created (multiple callers, escalation, and so on)

INBOUND

• Contact Rate

• Redemption Rate

• % Notices (Deletion on sales) OUTBOUND

• Time to carry out different activities

• % of error on total of managed negotiations BACKOFFICE


Process to start a service

- Acquiring service specifications and customers needs

- Identifying procedures, tools and staffing

- Defining functional specifications of the project

- Selecting and recruiting operators

- Training operators

- Editing operation manual

- Setting telephone software

- Creating CRM (Customer Relationship Management) activities

- Report creation

- Developing Trouble Ticket portal

- Activating telephone lines

- Assessing and validating the project

- Start of service

- Training on the job

In close cooperation with the Purchaser


Technology Capital Components: the technology resources used are measured and configured to guarantee continuity of services even during accidents and natural disasters.


HARDWARE

- Server and Router with Fault Tolerant configuration

- Systems distributed within the three offices

SOFTWARE

- Telephone system Infomaster

- CRM system Contact Pro

- Web Portal for Trouble Ticketing

- Reporting system MS Reporting Services

TRX DATA NETWORK

FASTWEB

- Interconnection among the operation offices

- High speed

- Backup circuits

Telephone system: Infomaster

IVR/ACD/CTI Platform:

• based on VOIP protocol

• able to manage inbound and outbound multi-channels

(telephone, e-mail, chat, co-browsing, fax, sms and so on)

• managing synthetic “IVR Messenger” operators

• integrated systems to record telephone calls

• perfect integration with the CRM Contact Pro system

• system that is geographically distributed in three offices with “Fault Tolerant”

configuration, guaranteeing service continuity

• multi-channel system, Click to talk, Skype, Call Me Back and Easy Chat


Technology Capital

Technology Capital

CRM system: Contact Pro

• Application accessible with Web Browser, workflow and script guiding the phone call

• Possibility of segmenting call lists during telephone operation allocation

• Personal data base and contacts for single campaign

• Possibility of managing an unlimited number of inbound and outbound campaigns

• Managing appointment organizer

• Complete integration with ACD/CTI platform


Technology Capital


Reporting: Microsoft Reporting Services

A strong reporting and business intelligence

platform is integrated with databases

supplied by the CRM system.

• Quantitative and qualitative analysis of

production data.

• Data can be used by means of a

dedicated real-time web portal.

• Summary executive panels.

CRM

CRM activities, by creating historical data

of contacts with clients, aim at supplying a

wide overview.

The analysis models that can be

implemented are:

• Geo-reference approach

• RFM (Recency, Frequency and

Monetary)

• Identifying specific process anomalies.

• Flexible and customized parameters on

quantitative and qualitative surveys.

Advanced and targeted analysis

Business Intelligence

Tools

(Microstrategy

Customized historicization of

contacts


Technology Capital

CUSTOMIZED WEB TOOLS

RBS plans and realizes customized web portals, developed upon the needs of its customers

to favor communication with the contact center.

The main features are:

• Modular structure and scalability of the product.

• Safeguarding personal data privacy by setting access credentials to information

according to structured access modalities.

• Rationalizing communication by creating different cause levels.

• Controlling timing for request execution with a system monitoring SLA established

in real-time mode.


Technology partners

20

Data and Phone network

Telephone system

CRM

Reporting system

Servers & Routers

RBS - Retail Banking Services

Managing processes

Co

mp

lian

ce

Qu

alit

y

Co

ntr

ol

21

Complying

with the

regulations

provided by

the law in

force (Banca

d’Italia and

ISVAP) ruling

the activity of

Contact

Centers

Managing

services with

the idea of

continuous

improvement

and innovation

confirmed by

objective

certifications,

maintained in

time

Tools and

procedures

aimed at

continuously

monitoring

accessibility

(efficiency) and

quality

(efficacy) of

services


• Regulates administrative responsibility of juridical

persons, companies and associations that do not have

legal responsibility

• Regulates personal data protection

REFERENCE LAWS OF THE SYSTEM

OBJECTIVE 1.Guaranteeing compliance of procedures with reference laws

2.Assuring a continuous control of service standards

D. LGS 231/01

D.LGS 196/03

Compliance System

PCI DSS v.2.0

• Certifying Body: Self-certification (supported by Security

Brokers)

• Year of certification: 2010

• Objective: Securing data of credit card holders

• 2007/64/Ce – Payment Services Directive (PSD)

acknowledgement within the Italian legislation

Compliance System

D.LGS 231/01

Objective: Preventing and controlling risks of crimes connected to the

company activity

Methodology: Determining risk areas for connected crimes,

defining protocols and a regulatory

system.

Results: Preparing a structured

system with an organizational

model.

• The Italian D.Lgs 231/2001 issued to fulfill the proxy specified in article 11 of law no. 300 of

September 30th 2000, and introducing the administrative responsibility of institutions (joint-stocks,

associations, trusts and so on) on what has been established by International Conventions ratified by

Italy.

• Enforcing the Organizational model deriving from Law 231 is aimed at cancelling possible illegal

behaviors, by spreading within the company the legal provisions and the application of specific

disciplinary and/or contractual sanctions in the event of breach.

• Within RBS, the process executed by the Model provided for by Law 231 established the issuing of a

Corporate Code of Ethics, the identification of corporate areas characterized by a possible risk of

breach, the definition of prevention and internal control activities, throughout the creation of a

Surveillance body. The objective is to guarantee prevention and control over the procedures that are

applied for the company management.

Compliance System

D.LGS 196/03

Objective: Guaranteeing personal data protection

Methodology: Control entrusted to external legal consultant

specialized in privacy issues.

Result: Constant control of compliance in relation to

regulations

• The Italian legislative decree 196/2003, substituting the previous privacy regulation 675/1996

establishes specific conditions when treating personal and sensible data, entrusting

responsibility to the Legal Representative to adjust security measures. Within the field of

competence of the decree 196/2003, there are numerous and continuous Provisions issued by

the Guarantor of privacy which require a constant monitoring of ongoing procedures.

• RBS commissioned a specialized independent structure to define the interventions that are

necessary to comply with the legal provisions and to execute periodic controls, by supervising

all internal processes that are important when treating personal data.

• The objective is to guarantee at best compliance with the law and, consequently, legal

protection for the Purchaser, the company and operators.

Compliance System PCI DSS V.2.0

Objectives: Data security for credit card holders

Methodology: Defining physical and IT perimeter monitoring

processes and modalities.

Result: system compliance and continuous adjustment

• The Italian legislative decree no. 11 of January 27th 2010 acknowledges Directive 2007/64/CE

(Payment Services Directive) and provides for security and responsibility obligations related to data

treatment used for credit card payments.

• Since 2010, RBS adopted the Payment Card Industry (PCI) security standard and the Data Security

Standard (DSS), issued by the PCI Council with the aim of guaranteeing adequate standards to

manage information related to payment instruments and especially credit cards.

• Compliance with the standards adopted is monitored periodically by means of internal audit

procedures supervised by Security Brokers, with the objective of guaranteeing continuous adjustment

to security measures.

• Certifying Institution: TUV Italia


• Objective: assessing the ability of the organization to satisfy purchasers

and all parts involved

• Certifying Institution: ICIM


• Objective: supplying the best practices focused upon the customer to meet its expectations

CERTIFICATIONS

OBJECTIVE 1. Making processes and data objective and transparent

2. Guaranteeing the internal quality of processes

3. Assuring compliance with the required control standards

UNI EN ISO 9001:2008

UNI EN 15838:2010

Quality Certification System

ISO / IEC 27001:2006



• Objective: controlling security of treated information

BS OHSAS 18001:2007



• Objective: guaranteeing the security on the workplace and for the resources

working in it

ISO 22301:2012



• Objective: guaranteeing the continuity of the company processes and

services issued in the event of disasters


UNI EN ISO 9001:2008

Objective: assessing the ability of the organization to satisfy purchasers and

all parts involved

Methodology: applying efficacy and efficiency criteria for a

continuous improvement

Result: correctly formalizing and documenting the company

processes

• UNI EN ISO 9001:2008 defines the reference principles to manage the company quality within the

services sector and applies to planning, approval, implementation, management and control phases

for the services supplied by the company. All company processes shall be formalized, documented

and approved – both internally and by the customers, if necessary – before starting production.

• From 2004 RBS adopted the Quality Management System by applying the reference standard UNI

EN ISO 9001:2000 and, then, acknowledging the changes made to the standard, up to the current

version of 2008.

• The objective of the quality system is to guarantee the highest control on service specification,

compliance with the procedures given and the specifications requested by the purchaser.


UNI EN 15838:2010

Objective: supplying the best

practices focused upon the customer

to meet its expectations.

Methodology: constant monitoring of critical indicators

Result: generating a monthly

evaluation of multiple parameters

influencing the quality of the CRM

activities

• The certification standard UNI EN 15838:2010 defines the quality specifications related to

Customer Contact Centers (CCC), by controlling the operation critical indicators, with the

objective of constantly monitoring the service levels and allowing timely corrective and

improving interventions.

• In particular, the standard defines the quality standards related to operators (voluntary

turnover, absenteeism, satisfaction level), timing and quality of the answer (answer

percentage, waiting times, accuracy and so on) and the actual availability to access the

service.

• RBS certified the application of the standard in 2011. The main result is the constant control on

the actual quality and the possibility of an immediate intervention should there be a lack of

qualitative and quantitative standards as established.


ISO / IEC 27001:2006

Objective: controlling security of

treated information

Methodology: monitoring availability, integrity

and confidentiality of information within the IT

perimeter

Result: assuring adequate

and controlled access to

information

• Standard ISO / IEC 27001:2006 deals with the control, the protection and the integrity of information

treated within the company, by defining the company areas, processes and relevant controls.

• The processes are analyzed, the potential risk factors are identified and the monitoring and

prevention procedures are activated within the infrastructure, functional and IT perimeter where

information is gathered and treated,

• RBS completed all certifications with the scope of guaranteeing control over the processing and

integrity of information treated, within the first semester of 2013.


BS OHSAS 18001:2007

Objective: guaranteeing the security of the workplace and of the resources

working in it

Methodology: analysis of risks related to the activity carried out

Result: organizational model compliant with standard

• The certification standard BS OHSAS 18001:2007 (occupational health and safety assessment

series) was issued in 1999 by the BSI (British Standard Institution) and governs the management

system protecting health and security on the working place.

• The methodology provides for the analysis of processes and single factor risks and the identification

of intervention areas to restrain risks.

• The standard is currently being adopted and certified by TUV Italia. Completion of certification

procedures is expected within 2015.


ISO 22301:2012

• Standard ISO 22301:2012 shall meet the requirements defined by Banca d'Italia within the New

prudential supervisory standards for banks - Circular 263 15th update of July 2nd 2013 with specific

reference to Chapter 9 – Operation Continuity.

• By means of Business Impact Analysis it is possible to identify the fundamental organizational areas,

defining for each one the minimum levels of acceptable service (MBCO) in relation with Recovery

Time (RTO) and the maximum levels of acceptable outage (MAO).

• RBS activated the certification process for the Business Continuity Management System with TUV

Italia Certifying Institution.

Objective: guaranteeing the

continuity of the company

processes and services issued in

the event of disasters

Methodology: Monitoring the resilience index by

analyzing and managing identified risks, presenting

documented procedures and acknowledging

designated risk owners

Result: Effective

Operation Continuity and

Disaster Recovery Plans

Risk Management

Insurance coverage signed by RBS with Ace Insurance against

risks regarding the activities managed on behalf of its customers


Third parties and employees insurance

Damages caused to third parties (including Customers) by damages to things, personal injury and death. Occurring both accidentally or for malicious actions of independent contractors or employees.

PROFESSIONAL INSURANCE

Property damages caused to third parties (including Customers), caused by real or alleged mistakes and/or omission during the professional activities. Occurring both accidentally or for malicious actions of independent contractors or employees.

ADMINISTRATOR INSURANCE

Property damages caused to third parties (including Customers) and to RBS caused by Administrators, Managers, Directors, Auditors or Employees of the Company by means of any type of offense (mistake, omission, wrong statement and so on). Defense costs are included: legal costs of the Insured to defend himself against compensation requests.

INFIDELITY OF EMPLOYEES

Property damages to RBS caused by the employees due to offense (scam, pillaging, theft, computer fraud, counterfeiting, falsification and so on).

Type of control Tools Objectives

SLA (Service Level

Agreement)

Quantitative Reporting (ACD Automatic

Call Distribution)

Qualitative Reporting (Microstrategy)

•Service efficiency

•Contract compliance

•Corrective actions in the event of

variance

Quality of service Listening on double headphones

Replay of recordings

•Conversation quality control

•Periodical evaluation of operators

•Corrective actions in the event of

problems

•Identification of improvement areas

•Training support

•Assessing claims

Productivity of operators Quantitative Reporting (ACD Automatic

Call Distribution, Microstrategy)

Qualitative Reporting (Microstrategy)

•Assessing staff adequacy

•Economic objective accomplishment

TT (Trouble Tickets)

execution Qualitative and quantitative Reporting

from TT portal

•Meeting established timing to execute TT

both by RBS and the Customer.

•Signaling and demanding charge of

expired TT

Variance Analysis Qualitative Reporting (Microstrategy)

Ad hoc data processing

Identifying special problems generating

errors or affecting the operation and

definition of possible corrective actions or

improvement processes.


Control procedures

Human Resources Capital


The organization of Human Resources within RBS is structured according to specific

abilities and skills with the aim of supporting the execution of the activities according to

the best practices as identified and shared with the purchaser.

The main aspects for RBS are selection and training processes as they:

• Determine the qualitative and quantitative success of the activities committed

by the purchaser.

• Are an element of excellence in relation to the reference market.

• Generate comfort for resources operating within the contact center and thus

satisfying purchasers and end customers.

35

Professional roles

• Is responsible for planning, development and execution phases of services, monitors management activities and assures that goals are met for each order by means of professional growth of the structure assigned.

Area Manager

• Cooperates with the area manager to create offers, analyses data and needs with the aim of carrying out a project; plans timing, phases and all resources that are necessary to carry out the projects. Assures that goals are met.

Activity Manager

• Manages CRM operation activities. Coordinates and plans operation processes for telemarketing campaigns.

• Assists operators during activities. Offers IT support and assesses operators’ activities carrying out coaching functions as well.

Team Leader

• Makes and receives calls gathering and managing, with the use of IT systems, customers’ needs. Promotes and suggests products to purchasers, recovers credits.

Operator



Selection

Code of Ethics

Contracts for Employees/Free-lancers

Resources profile and selection modalities

Requested sources and skills

Work environment

Professional roles

Education

Behavioral education

Training for Instrument use

Product and Service training

Analysing the potential

Resources development

plan

Training

Classroom training with multimedia tools

Tutored simulation

activities

Nursery

Training on the job

Recurring training to improve skills and create new services


Standard Education

Compliance

D.Lgs 81/08 Security in the

workplace

D.Lgs 196/03

Code of Privacy

Structure of contract

Rules of the Contact center

Tele-marketing techniques

Psychology of communication

Expressiveness and emotional

language

Active listening

Managing objections and

closures

Product training

IT tools

Product briefing and simulation

Listening to Senior operators

recordings and double headphone listening with Team

Leader

Training on the Job

Direct calls with Team Leader

support

Debriefing to supply feedback on

important progresses and criticalities to be

managed

Private area: briefing on the use and personal data

insertion

Evaluations are fundamental during selection and training processes. The evaluations

follow these criteria:

• Personal features: credible way of being, relational abilities, adaptability and

availability levels

• Expressiveness: availability and empathy, linguistic skills, ability to express values.

• Managing telephone calls: faithfulness to the communication plan, overcoming

objections, general management of phone calls.



Emergency plans

RBS established different measures to guarantee service continuity.

In the event of natural disasters that avoid service execution inside the usual offices,

these services may be managed, guaranteeing the SLA established, inside other offices

thanks to:

• Flexible IT infrastructure

• Redundancy of server and communication lines among offices

• Resources with specific skills distributed within the territory


Our main customers

Banks Insurance

companies Finantial

Intermediaries Others

Banche di Credito Cooperativo

Bcc Vita Agos Ducato BNP Leasing Solutions (group of BNP Paribas)

Banca di Sassari (Consumer group Department BPER 13 Banks)

Cardif (group of BNP Paribas)

Compass Pierre Fabre Italia Spa

Deutsche Bank AIG Mercedes Benz Financial Services Italia

Cassa di Risparmio di Volterra

Ace Europe

FCE Bank (Ford Credit Europe)

Genworth

Iccrea Banca Impresa (ex Banca Agrileasing)

Metlife

Volkswagen Bank


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