Template Corporate 2017 Operation

INSTRUCTION

● _{This template should be used Only for The}

Best Operations category.

● _{Template can be modified, subject to your}

company template or regulation.

● _{Please do not change the sequence of}

content to avoid misunderstanding of evaluators.

● _{All information and data that presented have}

to be in period of Jan to Dec 2016 or Jul 2016 to Jun 2017.

COMPANY NAME

LOGO & BRANDING

Please provide logo including

philosophy of logo and the rule of

usage in internal or external

1.1 VISION / MISSION

• _{Please provide your company vision and}

1.2 OBJECTIVE

• _{Please provide key objectives and indicators}

1.3 CHALLENGES

• _{Please describe key change factors that}

impact on contact center services or activities and indicate potential risk that impact on

2.1 CUSTOMERS

• _{Please provide type of customer or segment}

that required services from contact center.

Segment Total Customers Contact Center _Services %

2.2 CHANNELS

• _{Please provide the number of services per}

day or per month per channel.

CHANNELS AVG. DAILY SERVICES %

2.3 TYPE OF SERVICES

• _{Please provide lists of services that contact}

center provide, with majority of top 5 to 10 services.

TYPE OF SERVICES AVG. MONTHLY SERVICES %

3.1 SERVICE MANAGEMENT

• _{Please describe key initiatives to improve}

contact center service delivery, include creativity to achieve Service Level, First Contact Resolution and Customer

3.2 QUALITY MANAGEMENT

• _{Please describe quality management}

3.3 COMPLIANCE

• _{Please provide the lists of compliance that}

implemented in contact center, including ISO certification, electronics transaction security, risk management, disaster recovery and any regulation that related to the product or

4.1 ORGANIZATION STRUCTURE

• _{Please provide organizational chart of your}

contact center, include the ratio of team

leader, quality assurance, and desk control to agent, ratio supervisor to team leader and

4.2 JOB GRADE & CAREER PATH

• _{Please provide job grade, remuneration}

5.1 TECHNOLOGY

• _{Please provide key technologies for call}

5.2 APPLICATION

• _{Please provide key applications that utilized}

6.1 OPERATIONAL PERFORMANCE

• _{Please provide key performance indicators and}

achievement within 1 year period. At least consists of Service Level, Percent Answer Call, First Contact

Resolution, Quality Score and Service Level Agreement.

6.2 COST STRUCTURE

• _{Please provide the structure of your contact}

center costs, methodology to measure costs per call or cost per agent or cost per seat.

TYPE OF COST AVG. MONTHLY COSTS %

6.3 CUSTOMER SATISFACTION

• _{Please describe method to measure customer}

7.1 ACHIEVEMENT

• _{Please provide the lists of contact center}

8.1 INFRASTRUCTURE

• _{Please provide the list of contact center}

8.2 HEALTH AND SAFETY

• _{Please describe health and safety working}

environment, including ventilation, air

THANK YOU