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TOPRANKINGPHELP DESKERFORMERSIN
TOPRANKINGPHELP DESKE RFORMERSIN
Duygu SevinBusiness Development Specialist28 June 2012, Thursday
PRESENTER
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OVERVİEW
120 million contacts / year.8,500 employees.
15 locations in 10 cities.
Founded in 2007.
9 service channels. Robust infrastructure and technology.
6,500 seats.
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Turkish coffee isa tradition that
connects generations.
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118 20
First all-inclusive B2C
Tech Support in the World.
7/24 operation.
Pay-As-U-Go Service.
Over 30 minutes is free!
Up-To-Date Information
Excellent Service
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CHALLENGES
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CHALLENGES
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CHALLENGES
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We keep track of most critical problems and recent technologies.
Periodic R&D.• Daily (threaths, vulnerabilities, common problems, OS updates).• Weekly (new technologies, products & solutions that enter the
Turkish market).
UP-TO-DATE INFORMATİON
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We keep track of most critical problems and recent technologies.
On Demand• In case of a newly encountered problem.
UP-TO-DATE INFORMATİON
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We keep track of most critical problems and recent technologies.
UP-TO-DATE INFORMATİON
KB Trouble Shoot
Intranet Query
BLOG General Opinion
Periodic R/D On Demand
Up-To-Date Information
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EXCELLENT SERVICE
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HUMAN RESOURCES
TECHNOLOGY
The C Factor
SUCCESS
EXCELLENT SERVICE
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HUMAN RESOURCES
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1st level support. (Multi-Skill)2nd level support.Task forces.• Mobile.• Internet Applications.• SME.Enterprise support.
HUMAN RESOURCES
94%
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Choose agents with Technical Background.Look for Experience and Interest in Technology.Excellent Communication Skills.
HUMAN RESOURCES
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Initial trainings (4 weeks).• Orientation.• Introductory trainings.• Operational trainings.• Effective Communication
Skills training.• Talking IT for the
Non-IT training.
HUMAN RESOURCES
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On-The-Job Trainings.• 2 weeks on-site coaching + on-the-job training.
Continious Trainings.• 2 days / 20 days refresh + update.• Crash courses.• Instant reminders.
HUMAN RESOURCES
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Performance management.Motivation.Non-routine job experience.Professional certification.Career paths.• Managerial potential: SVR.• Technical potential: EXPERTS.
HUMAN RESOURCES
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TECHNOLOGIES
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Remote Assistance.State-Off-The-Art, Cloud based Remote Management Technologies.Cloud Based CRM and Knowledge-Base Portals.Service Desk + CRM.
TECHNOLOGY
55%
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THE C FACTOR
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THE C FACTOR
SOCIAL MEDIA
MOBILE DEVICES
INTERNET APPS GAMES
18 – 34 + +34 + + + +Families + + + +Professionals + +
Ages18 - 2525 - 3030 - 3535 - 4445+
23
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HUMAN RESOURCES
TECHNOLOGY
The C Factor
SUCCESS
THE C FACTOR
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Connecting differences.• Different ages.• Different cultures.• Different jargon.• Different levels of
understanding of technology.• Different expectations.• Different generations.
THE C FACTOR
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Turkish coffee isa tradition that
connects generations.
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SUCCESS
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SUCCESS
Ticket Closed - Solved 93,1%
Ticket Closed - Redirected 1,97%
Ticket Closed - Not Solved 0,89%
Ticket Canceled - Price Info 3,58%
Ticket Canceled - Other 0,46%
Ticket Closed - Solved
Ticket Closed - Redirected
Ticket Closed - Not Solved
Ticket Canceled - Price Info
Ticket Canceled - Other
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SUCCESS
DATE SL (%) ASA ACHTJANUARY 99% 2 595
FEBRUARY 96% 3 654MARCH 97% 4 579APRIL 91% 7 531MAY 96% 3 574
TOTAL 95% 4 572
Startup Nov.11 May.120
102030405060708090
100
1230
94
Number of Agents
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TIPS
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It is not the technology.A computer is not a hardware.
It is a shopping center, a movie-theatre,meeting point, workplace.
A camera is not a peripheral device.It is a way of capturing nice memories.
TİPS
When people call us they don’t describe us their problems.They describe us their feelings.
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Connect differences.
TİPS
TOPRANKINGPHELP DESKE RFORMERSIN
Turkish coffee isa tradition that
connects generations.
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Thank you.
