6
2011-06
Company Confidential
Lessons Learned from FY09-FY10
• LESS ACHT ACHT of MAX agent: 3.40 mins ACHT of STD agent: 3.85 mins • MORE UTILIZATION Utilization of MAX agent: 31% Utilization of STD agent: 70% • UPLIFT MQP CONVERSION To be 15%, based on FY10 vs. FY09 • EXTENSIVE MARKETING CAMPAIGNS
Outlook for Telesales Team in FY11
Chris
Jun, 2011
Company Confidential
Contents
1
Background
Why do we never stop trying improvement |
2 3 4
Understand Status Quo & Past
What’s the gap between current situation to desired state |
Design Best Solution
What changes can we make that will result in improvement | How will we know that changes are improvement |
ROI= 51
Company Confidential
5
2011-06
Contents
1
Background
Why do we never stop trying improvement |
2 3 4
Understand Status Quo
What’s the gap between current situation to desired state |
• Keep Momentum & Continuously Improve
- Tech skill & soft skill training (P08) - Group briefing & knowledge sharing (P09) - BEST Performance Campaign (P10)
Design Best Solution
What changes can we make that will result in improvement | How will we know that changes are improvement |
Implementation Schedule
When will changes happen |
72011-06Com来自any Confidential
Contents
1
Background
Why do we never stop trying improvement |
2 3 4
Understand Status Quo
What’s the gap between current situation to desired state |
8
2011-06
Company Confidential
Implementation Schedule
• Understand The Performance Engine
- Collect feedback to improve process efficiency (P08) - Correlation analysis (P08) - Campaign Effectiveness In-depth Analysis (P08) - Segment and Identify the BEST performers (P09) - Best practice sharing (P09)
• Team Up and Culture Promotion
- Forming >> Storming >> Norming >> Performing - Relax and Have Fun
9
2011-06
Company Confidential
Thank you
10
2011-06
Company Confidential
HC Status Quo & Past
人员招聘、入离职、last tow years data analyzing|
PE Results
Call time Rev | How will we know that changes are improvement |
Implementation Schedule
Design Best Solution
What changes can we make that will result in improvement | How will we know that changes are improvement |
Implementation Schedule
When will changes happen |
Implementation Schedule
When will changes happen |
2
2011-06
Company Confidential
Background
Economics
Market turbulence did not begin with the fall of Lehman Brothers, and it will not end when the global economy recovers. Indeed, turbulence is on-going and FY 2011 is doomed to be challenging to the organizational agility and capabilities of Telemarketing Team.
Tele Team
Critical FY09-FY10 HC decreased from 8 to 5
3
2011-06
Company Confidential
Understand Status Quo & Past
1
SLA
Each index results of last month|
2 3 4
When will changes happen |
4
2011-06
Company Confidential
ROI Calculation of FY11
Dependency • Revenue per Call = 2.65 USD (sourcing: FY10 Actual Report) • HC = 1500 USD (sourcing: FY09 Actual Report) • STD Agent Call Volume per year = 14,400 (sourcing: Capacity Report) Note: What’s the maximum HC? Tipping Point = 25.44 HC What’s the desired call volume to be? Mean call volume between STD & MAX = 14,400*2=28,800 FY11 Revenue = 25*28800*2.65 = 1,908,000 USD (↑800%) *FY10=204,417 *FY09=145,574