Beruflich Dokumente
Kultur Dokumente
April 2010
06/17/2010 Slide 1
About us
The Management Team
Relationship Management
Customer Care
Customer Activation
Customer Retention
Customer Acquisition
Cross-selling/ Up selling
06/17/2010 Slide 4
Key To Success Is Our Intense
Focus On Managing The Basics...
People Management
Recruiting
Training and incubation
Production management
Quality monitoring
Quality
Reliability
Infrastructure Focus
Management Effectiveness Client Management
Speed
Redundancy Business
IT support analysis
Network Reporting and
monitoring escalation
Physical and On site client
logical security hosting
Constant
reviews
06/17/2010 Slide 5
KenCall Staffs for Success
. High Retention
Strong work Ethic
Rates
•Motivated employees, •Positions are
eager to learn challenging
•All employees expect to •Large labor pool and jobs
work hard. are scarce
•Embedded in culture • Extensive investment in
education and training
….and Recruits and Trains for Results
Capacity:
200 seats
Expandable to 600
Redundancy:
2 back generators: FG
Wilson, 24/7/365, 250 KVA
2 UPS systems: MGE Galaxy
3000 and 5000
Multiple ISP providers and
VOIP back up
Networking:
Cisco
KenCall has a Rigorous Approach to
Client Engagement
Detailed IMPLEMENTATION
Roles and Responsibilities
Contracts Technology systems, databases
Client transition timelines and tools
Levels of support, delivery Data migration and security
models, SLA’s Process roll outs
Staff selection, training and Metrics, measurements and
client orientation reporting
Some of KenCall„s Clients Past
and Present
Confidential www.kencall.com
...Strong Believers...
Has received an
Equity investment from
April 2007,
Nairobi
06/17/2010 Slide 11
...Received Powerful
Endorsements...
“KenCall is one of
the reasons the
Kenyan economy
grew over 6% last
year.”
Thomas Friedman
(Author of “The
World is Flat”) in
New York Times
06/17/2010 Slide 12
…Internationally Renowned Awards…
www.kencall.com
...And Attention From Leading
Institutions Around The World
• Harvard Professor
Dan Isenberg
spend extensive
time in Nairobi to
study the
company.
• Case is now
taught to second
year students of
the Harvard
Business School
MBA program in
its International
Entrepreneurship
Class.
06/17/2010 Slide 14
KenCall Is Ready To Help
06/17/2010 Slide 15
Additional services
06/17/2010 Slide 16
Emergency Rapid Response Is A
5-Step Process
“444“
Call Center Ambulance Hospital Feedback
Emergency
24/7 response Dispatch communication Follow-up
1 2 3 4 5
Accident
Fire
Crime
6
Reporting
7
Marketing
8
Administration/Finance
06/17/2010 Slide 17
First Call for Farmers
Farmer calls the helpline
0711 035 345, 0732 135
345, 020 6602 345
GIVE
CALL ADVICE
Enquiries Advice on
Provide
about healthy
information
kidney eating etc
disease, Kenya Kidney which leads
dialysis, Foundation to healthier
transplan kidneys
ts etc?
06/17/2010 Slide 19
First call for famine relief
Mandera East Example
NDOC intervened on
2nd of February
KenCall registered a dramatic
fall in cases almost
immediately
www.kencall.com
Case Studies
06/17/2010 Slide 21
What we Did for Them - A Case Study
- UAP Insurance -
• Problem Statement
• UAP was struggling to sell a new annuity savings product through its traditional agent
channels
• Its insurance agents were not actively selling the product, because it was too small in
value
• UAP was trying to break into a new market segment
• UAP’s insurance agents were saying that the costs of sales were way too high given
the returns
www.kencall.com
What we Did for Them - A Case Study
- Diamond Trust Bank-
• Problem Statement
• Diamond Trust Bank (DTB) was a new bank and wanted to create awareness
• Want to use direct marketing to reach potential customers and did not have the
resources to do so at the time
• DTB was also trying to break into a new market segment
www.kencall.com
What we Did for Them - A Case Study
- Dun & Bradstreet Financial Services -
• Problem Statement
• US banks had increased their requirements for database updates of their customers’
records
• US Internal Security department increased requirements for financial record keeping
• Indian contact centers (IBM) had too much of D&B’s work already; needed some rapid
diversification
• Inherited Situation
• Over 300 BPO agents world wide
• 5 call centers in 3 countries
• Quality and ability to handle the volumes were dropping
Problem Statement
• High volume of English calls coming into their call centers were not being answered
• Christmas and 2007 were expected to be large growth periods
• “India fatigue” setting in among their customers
Inherited Situation
• 3,500 call center agents world wide
• 13 call centers in 11 call center vendors
• Global call distribution IP network
Problem Statement
• Tanzanian cell phone subscribers could not get through to the call center
• Tigo unaware 100,000+ agent calls available daily; less than 5% answered
• Tigo was losing revenue and customer loyalty
• Tigo did not have in-house capacity for more than 30 agents
• The competition had much better call centers
06/17/2010 Slide 28
KenCall‟s Infrastructure
Generators
Gen1
Manufacturer: FG Wilson
Type: Prime Unit - 24/7/365
Specs
• 250kVA
• 279 litres/ 73.7 Gallons
• 16Hours Running Time Before Refill
Gen2
Manufacturer: FG Wilson
Type: Prime Unit - 24/7/365
Specs
• 250kVA
• 279 litres/ 73.7 Gallons
• 16Hours Running Time Before Refill
KenCall has Uninterrupted
Power Supply
Specs: Specs:
50KVA 60KVA
Uptime on Max load: 30 Mins Uptime on Max load: 45 Mins
PSTN Integration - International
• VOIP Calling
KenCall
PSTN Integration – International
Factoring Redundancy
WAN Integration
06/17/2010 Slide 33
KenCall
PSTN Integration
Local PSTN:
• Four Providers
International Provider:
• One
Redundancy:
• Commissioning a
second provider
soon
06/17/2010 Slide 34
Dialer Integration
06/17/2010 Slide 35
Dialer Capability & Capacity
Dialers: Two
System Provider: Noble Systems
Features:
• IVR Capacity
• Skill Based Routing
• Priority Routing Current Capacity:
• Hot Transfers 215 Seats
• Conference
• Predictive Dialing
• Preview Dialing CTI:
• BlendedDialing 10 E1s (30*10=300) Simultaneous Calls
• Web Based Scripting
• Voicemail Expandable
• SMS capabilities Seats: 600
• DNIS inbound routing
• Agent remote monitoring CTI:
• Agent coaching 12 E1s (30*12=360) Simultaneous Calls
• CDR logging
• Call Recording
• Primary & Secondary
06/17/2010 Slide 36
KenCall Building Facility
Current Capacity
• 215 Stations
Expandable
• 600 Stations
Redundancy
• Commission a second Facility
• In another location
06/17/2010 Slide 37
KenCall Processes
06/17/2010 Slide 38
KENCALL SOLUTIONS
KenCall is an internationally
recognized Contact Center
offering BPO services to a SERVICE
SOLUTIONS
global clientele.
WEEKLY
DATA
CAPTURE
MONTHLY
DATA DATA
ANALYSIS REPORTING KenCall appreciates the significance
and importance of such a role and
therefore provides as much detail
and interpretation as the client can
handle, as frequently as needed.
RECRUITMENT
Planning
talent screening processes
that ensure its entry level
staff are fresh graduates
from universities and
accredited colleges recruited
for their energy, enthusiasm
and leadership potential.
Selecting
Investigation Department
(Kenya Police).
TRAINING
• In-depth analysis
of quality of
service. •High performance coaching
POST •Performance improvement
ANALYSIS • Service level Motivating coaching
improvement
feedback.
PERFORMANCE AUDITING
Performance
Management
Performance
Improvement
Performance
Development
CUSTOMER EXPERIENCE
LISTENING
KenCall works closely TO THE
CUSTOMER
with the client to listen
to what their customer
is saying.
HAPPY
We believe in getting it
right the first time and
CUSTOMER
that the best way to do
this is to listen to the
customer from the SERVING
THE
onset. CUSTOMER
INFRASTRUCTURE
Cisco and
Its network design and Network Microsoft
configuration allow KenCall redundanc KenCall certified IT
y
to increase its operational engineers
capacity on short notice.
To guarantee uptime,
KenCall has a network of
meshed circuits with several Internal
global telecommunications resiliency
providers.