1. Meet Zoltan….

2. ….Zoltan works in a
….T-Point Shop…
……….He is an agent

3. Zoltan mostly …..
………. sells….
…everything….

4. But often provide
customer service…
…….to various customers
….. with a number of different
problems….

5. ……Zoltan takes cash when
customers pays their bills
and
Zoltan takes bill complaints as
well…..

6. ……but frequently he „only” answers questions
………..from customers….
.. from (very) frustrated customers….

7. If Zoltan handles customer requests
according to the rules then
…… all activities related to the customer
request……
are booked/recorded ………….

8. …in here…
Customer Care and Billing
System of TMH

9. …..or in here……..
Prepaid System of TMH

10. …or in here……
D B
IC
CRM system of TMH

11. ….Meet Linda……..
She is the
shop manager,
the boss of Zoltan
She is responsible for
the performance and
the efficiency of shops

12. ….and she is
responsible
for the performance
of each agents
…. for their work
….for their schedule

13. If the shop in a particular month
does not achieve the required sales
quota…..
or the quality of the service or any required
measure……
……then…..
…..it is hard to find for Linda,
If this was caused by……

14. ……that Zoltan
was not efficient
or he spent
too much time
with customer service
or he was on a
„not-so-good”
schedule……

15. …..or because Zoltan is not always an angel….

16. That is a big headache
for Linda
how to help
her colleges…..to
make the
next month
more successful

17. ….therefore Linda had an idea
… to collect all records/log entries
……..from all systems, that Zoltan and his
colleges are using for customer
management….
and…

18. ..mark each activity on a timeline, like this:
Zoltán: XXXX XX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXXXXXXX XX XXXX
8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00
…..and everyone from the shop:
Betty: XX XX X X XXXX XXX XXX XXX XXXXX XXXX XXXX XX
8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00
Péter: XX
XXXX
XXXXXXXX XXXXXXXXX
XXXXX XX XXXX
XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X
8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00
:
:
Rita: XX
XXXX
XXXXXXXX XXXXXXXXX
XXXXX XX XXXX
XXXXXXX
XXXXXXXX
XXXX XXXXXXXXX
XXXXXXX XXX
X XXXX X XX
XXXX
XX X X X
XXXX
XXXX XXXXXX XXX X X X X
XXXXXXXXXXXXXXX
8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00

19. … then she can research the activity of all
agent in the shop….
Even when she is not there..
….by the minute:
8.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00
Zoltán XXXX XX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X XXXXXXXXX XX XXXX
Betty XX XX X X XXXX XXX XXX XXX XXXXX XXXX XXXX XX
Péter XX XXXXXXXX XXXXXXXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X
XXXX XXXXX XX XXXX
Rita XX XXXXXXXX XXXXXXXXX XXXXXXX XXXX XXXXXXXXX X XXXX X XX XX X X X XXXX XXXXXX XXX X X X X
XXXX XXXXX XX XXXX XXXXXXXX XXXXXXX XXX XXXX XXXX XXXXXXXXXXXXXXX
AVERAGE XX XXXXX XXXXXX XXXX XX XXXXXX X XXXX X XX XX X X X XXX XXXX XX XXX X X X X XXXX
XXXXX XX XXXX XXXXXXXX XXXXXXX XXX XXXX XXXX XXXXXX XXXX XXXXX

20. ….if this data collection would happened
automatically and periodically…..
then Linda and the other shop
managers can check the
utilization of the shop….
or the schedule
of the agents…

21. ….e.g. Linda can help
Zoltan and the
other agents
based on
facts…
and real numbers

22. ….for example this way …..
Scoreboard for 2nd week of March:
Agent Commission Overall Advice from Linda
(sales Utilization
performance)
Ferenc Weak Medium „Push for sell”
Betty Weak Weak „Collect yourself”
Péter Strong Medium „Keep up”
Rita Medium Strong „Keep up”

23. ..this knowledge can
be used for
…more control, to
design better
schedule…that better
fits the workload of
the shop…..

24. …or to choose and award the real „star”
from the team…

25. Linda can access easily for some
crucial knowledge:
1. Utilization of a given agent
Empty Low Medium High Full

26. Linda can access easily for some
crucial knowledge:
2. The utilization by time period (30
minutes) on a given day

27. Linda can access easily for some
crucial knowledge:
3. Comparison of agents for a given
day, week, month

28. Linda can access easily for some
crucial knowledge:
4. The workload of the days of a
particular month

29. 0%
20%
40%
60%
80%
100%
Aréna T-Pont I.
Árkád T-Pont
Baja T-Pont I.
Békéscsaba T-Pont I.
Budafoki T-Pont I.
Campona T-Pont I
Debrecen T-Pont I.
Debrecen T-Pont II.
Duna Plaza T-Pont I.
Dunaújváros T-Pont I.
Eger T-Pont I.
Europark T-Pont I.
Győr T-Pont I.
Győr T-Pont II.
Kaposvár T-Pont I.
Kaposvár T-Pont II.
crucial knowledge:
Kecskemét T-Pont I.
Kecskemét T-Pont II.
Mammut T-Pont
Miskolc T-Pont I.
Miskolc T-Pont III.
MOM T-Pont I.
Nagykanizsa T-Pont I.
Nyíregyháza T-Pont I.
Nyíregyháza T-Pont II.
5. Base activity effort (%)
Pécs T-Pont I.
Pécs T-Pont II.
Pécs T-Pont III.
Petőfi S. u. T-Pont I.
Pólus T-Pont I.
What is the ratio of selling/serving?
Siófok T-Pont I.
Sopron T-Pont I
Szeged T-Pont I.
Szeged T-Pont III
New Customer
Székesfehérvár T-Pont I.
Unknown Activity
Linda can access easily for some
Walk-in Customer
Székesfehérvár T-Pont II.
Szekszárd T-Pont I.
Szolnok T-Pont I.
Szombathely T-Pont I.
Szombathely T-Pont II.
Tatabánya T-Pont I.
Existing Customer - Cross/Up Sell
Tatabánya T-Pont II.
Veszprém T-Pont I.
Existing Customer - Customer Service
Westend T-Pont I
Zalaegerszeg T-Pont

30. With this knowledge Linda
can better manage
her agents, her shop
and can help
more effectively her
agents

31. If you are curious for the
tools that
…..Linda uses….
www.tudasbanya.hu