Vodafone Internship project presentation

2. INBOUND SALES CHANNEL OF
VODAFONE
Vikas Sonwane
PGDM – IB
53

3. 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

4. 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
…

5. Customer
Support
Centres
Prepaid
Serco
(A’bad)
Serco
(Pune)
Tech M
(Pune)
Postpaid
Serco
(Pune)
Serco
(Mumbai)
Postpaid PG
Serco
(Mumbai)

6. General Manager
Team LeaderTeam Leader
TSE TSE TSE TSE TSE TSE
Team Leader

7. 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

8. • 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

9. 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

10. • 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

12. • 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

13. Training Module

14. A KPI dashboard for the Vodafone
Customer Support Centre

16. Rewards and Recognition
Program

18. #4 #5#3#2#1
#4 #5#3#2#1 #6
Present Prepaid
IVR Tree

19. #4 #5#3#2#1
#4 #5#3#2#1 #6
Suggested
New Prepaid
IVR Tree

20. #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

21. 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

22. • 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

23. • 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

24. • 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

26. Sales Dashboard

27. "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?”

28. IPL Season tickets 2014 contest

29. Any Questions