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People managers presentation 17th ocotber
- 2. Online Capability 2013 Online Ordering, Customer service Requests BLUECLICKEnhance service capability E-billing, Analysis & Reporting Enterprise & Govt O2 ANALYSER Version Upgrade Medium BUSINESS PORTAL – Small MY ACCOUNT Responsive Design SOHO/MICRO Driving awareness & adoption of Online services
- 4. Online Ambition 2014 Online Ambition 2014 Single Sign On • One username/Password • Simple navigation from one service to another • Responsive – best experience across Mobile, Tablet & Desktop Awareness & Adoption Real Time • Automate services • Suspend/Restore • Get PUK • Activate Replacement SIM • M2M requests • Change add ons • Order processing • Stock levels • Invoice & payments online • Integral part of the service model for Business customers measured by: • • • • • Registrations Logins Usage Call reduction Efficiency Customer Experience from Good to Great
- 5. Business Support & Optimum Business Team Allissa Morrissey, Edelle Barry & Eva Devine Evolving our People and winning for our customers
- 6. Business Support Model SME and Enterprise end user Support model Small, Micro, Micro Grow and SOHO Edelle Barry Allissa Morrissey Eva Devine TAM Support & Optimum Business Business Support Business Support 52 employees across the teams 179,756 Business Calls answered in 2013 so far within 62 seconds 62% of all calls answered in under 30 seconds 6
- 7. Account Support Enterprise 1,004 End User Support Medium 772 Small 3,202 Micro Business Grow 1,559 Micro Business 5,869 SoHo 33,620 Breakdown of Accounts across the Segments 7 Primary Support
- 8. The Evolution 2013 to 2014 • 2012 to 2013 2011 to 2012 • • • • 2 Teams Blended queues with consumer Consumer based sales Total Recall managed by consumer 40+% CSAT • • • • • • • • • • 3 Teams Optimum Team Total Recall Webchat Streamlining hours Fixed Billing Sales Through service Online Incentive 55% CSAT • Introduce all business webchats Reducing calls – self service online Embed sales through service CSAT Target 60+% CSAT 8
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- 10. What our customers are saying about us… Reddy O’Connor & Co “Niamh was excellent and my query could not have been handled in a more professional manner. My compliments to Niamh” ‘Overall service provided very satisfactory, felt a valued customer, hope trend will continue . ‘ Eneas McNulty – SPT “Very positive interaction with the customer care agent - all round very helpful. Thanks.” ‘Helen in care was excellent she dealt with my query professionally and sorted everything out . the more Helens’ o2 have the better! ‘ Bernard Fitzpatrick & Associate “Agent was excellent and he was very clear and precise in the advice he gave me. As I said at the outset,10 out of10 brilliant” Gillan Burdon – Sole Trader “Ann Marie was professional, helpful and friendly. I thank the day I left vodafone for o2. Excellent service hope it continue under 3!” 10 Abbey Crest Traders” “The agent that handled my query was very knowledgeable and very courteous. Employ more of these people!” Centra “It is a pleasure to deal with your staff, they are the best – always so helpful” Lynn Dromey - SPT “Very happy with the service from o2, so much so that yesterday I extended my contract for home phone and broadband for another 12 months.”
- 12. Implementation overview Products Access Point Name (APN) Corporate Private Network (CPN) E-Health Fixed Voice Migration Managed Services Mobile Managed Fibre Circuits MDM / APPs M2M Local Area Network (LAN) Repeaters SIP trunking Unified Comms Wide Area Networks (WAN) Wi-fi Wireless Leased Lines Telefónica Multinational Solutions Projects (#) Comment 2 95 new, 4 changes / upgrades 1new area 6incl CRH 3 DHL transformation 3large mobile porting projects 4 3 1large project kicking off 2 30 1 4 7some large projects in this area 1 30 107