Gill NuttGill Nutt

CCIM LtdCCIM LtdCEOCEO

BackgroundBackground

►1989 Contact 24 – Outsourcing call centre1989 Contact 24 – Outsourcing call centre Supervisor - Call Centre ManagerSupervisor - Call Centre Manager

►1995 Ionica – Telecommunications1995 Ionica – Telecommunications National Call Centre ManagerNational Call Centre Manager

►1997 Pell & Bales – Outsourcing call centre1997 Pell & Bales – Outsourcing call centre Operations DirectorOperations Director

►1999 CCIM Ltd – call centre consultancy1999 CCIM Ltd – call centre consultancy CEOCEO

CCIM Ltd UK -1999 to 2003CCIM Ltd UK -1999 to 2003Consultancy and Interim Consultancy and Interim

ManagementManagement► Sanderson – Head of CS and SalesSanderson – Head of CS and Sales► Virgin Net – Senior Project ManagerVirgin Net – Senior Project Manager► Bush Internet – Head of CS and call centresBush Internet – Head of CS and call centres► Fuller Peiser – Project ManagerFuller Peiser – Project Manager►Matthew Clark Wholesale - CC DirectorMatthew Clark Wholesale - CC Director► Royal Bank of Scotland – Comms PMRoyal Bank of Scotland – Comms PM► Capita – CC Bid Team Planning PMCapita – CC Bid Team Planning PM► Kingston Communications – General Kingston Communications – General

ManagerManager► Tiscali – ConsultantTiscali – Consultant► Tiscali – Customer Services DirectorTiscali – Customer Services Director

CCIM Ltd India 2003 – 2004CCIM Ltd India 2003 – 2004Migration and Management Migration and Management

ConsultantConsultant

► Tiscali – IB Technical support, pre registration and Tiscali – IB Technical support, pre registration and EmailEmail

► Time Computers – IB Technical support helpdeskTime Computers – IB Technical support helpdesk► NTL – IB Technical support helpdeskNTL – IB Technical support helpdesk► Supanet – IB Technical support helpdeskSupanet – IB Technical support helpdesk► Demon – IB Technical support helpdeskDemon – IB Technical support helpdesk► NTL – Outbound sales ConsultancyNTL – Outbound sales Consultancy► KCC – Consultant (performance management)KCC – Consultant (performance management)► Mainstay – Consultant (HR processes and operations)Mainstay – Consultant (HR processes and operations)► CPP – Consultant to migration teams in UK and IndiaCPP – Consultant to migration teams in UK and India

CCIM Ltd India 2004 – presentCCIM Ltd India 2004 – presentCCIM projectsCCIM projects

► Inbound Technical SupportInbound Technical Support Time ComputersTime Computers SupanetSupanet V21V21 MurphxMurphx

► Outbound salesOutbound sales T mobile, 3G, OrangeT mobile, 3G, Orange Homecall, OneTel, Talk TalkHomecall, OneTel, Talk Talk V21V21

► Consultancy (India & UK)Consultancy (India & UK)► Recruitment and TrainingRecruitment and Training► Own call centreOwn call centre

Migrating Tiscali – case Migrating Tiscali – case historyhistory

►One of the UK leading ISP’sOne of the UK leading ISP’s►Growth through acquisition – Purchased Growth through acquisition – Purchased

Gateway, Line One and other ISP customer Gateway, Line One and other ISP customer basesbases

► 2002 – over 1 million customers2002 – over 1 million customers► Technical support and customer services Technical support and customer services

through UK outsourcerthrough UK outsourcer► Service level at 24%Service level at 24%►High cost and poor serviceHigh cost and poor service► Poor relationshipPoor relationship

Cont…………Cont…………

►Quoted as being the worst customer serviceQuoted as being the worst customer service► 3 customer bases needed help to migrate3 customer bases needed help to migrate► Billing platform issues resulted in claims of Billing platform issues resulted in claims of

fraud and incompetencefraud and incompetence► Call centre had only 60 agentsCall centre had only 60 agents► Sweat shopSweat shop► Paid seat per hour – micro managementPaid seat per hour – micro management► Customers churningCustomers churning

Things had to changeThings had to change

The changeThe change

►Provided consultancy in October 2002Provided consultancy in October 2002►Reviewed the end to end service deliveryReviewed the end to end service delivery►Reviewed the customer service strategyReviewed the customer service strategy

Insource at Milton KeynesInsource at Milton Keynes Outsource to alternative UK outsourcerOutsource to alternative UK outsourcer Outsource offshoreOutsource offshore

►IndiaIndia►South AfricaSouth Africa►OtherOther

IndiaIndia

► Reviewed centres across IndiaReviewed centres across India► Sent out RFI – tough questions to Sent out RFI – tough questions to

assess actual ability to provide serviceassess actual ability to provide service► Spent 2 days with each centre drilling Spent 2 days with each centre drilling

down and monitoring behavioursdown and monitoring behaviours► Got through the smoke screens, Got through the smoke screens,

empty promises and enticementsempty promises and enticements► Researched the centres and Researched the centres and

conducted due diligenceconducted due diligence

Selected the centreSelected the centre

►Selected KCC in BangaloreSelected KCC in Bangalore Owner occupier call centreOwner occupier call centre Experienced international management teamExperienced international management team Dual network links and strong technologyDual network links and strong technology Purpose built centre of exceptional qualityPurpose built centre of exceptional quality Enough seats for entire project and ramp upEnough seats for entire project and ramp up Right mind set and ‘can do’ attitudeRight mind set and ‘can do’ attitude Good quality agentsGood quality agents Sound HR and training processesSound HR and training processes

Tiscali - resultsTiscali - results

►Migration commenced November 2002Migration commenced November 2002►Go live Jan 2003 25 seats – IB sign up Go live Jan 2003 25 seats – IB sign up

supportsupport► Ramped up to 400 seats across all servicesRamped up to 400 seats across all services► Service levels rose to over 90%Service levels rose to over 90%► Cost saving of £1.3mCost saving of £1.3m► Customer churn reduced by 38%Customer churn reduced by 38%►March 2003 quoted as being one of the best March 2003 quoted as being one of the best

ISP CS support in UK (Internet magazine)ISP CS support in UK (Internet magazine)

Migration – key learningMigration – key learning► Manage from both sidesManage from both sides

Work with client to put together a joint project teamWork with client to put together a joint project team Create a joint project plan and work to itCreate a joint project plan and work to it Understand the risks and issues and jointly addressUnderstand the risks and issues and jointly address Daily war rooms / conference callsDaily war rooms / conference calls

► Make sure client has all processes in order in UK before transferring to IndiaMake sure client has all processes in order in UK before transferring to India Don’t let them transfer their problems to youDon’t let them transfer their problems to you Migrate one process at a timeMigrate one process at a time

► Ensure the client provides comprehensive up to date process and training manuals / Ensure the client provides comprehensive up to date process and training manuals / documentsdocuments Documents should address the audience – your managers and agentsDocuments should address the audience – your managers and agents

► Prepare your centre while the client prepares Prepare your centre while the client prepares Recruitment and soft skills trainingRecruitment and soft skills training Management selection and trainingManagement selection and training IT and networks – set up and thoroughly testedIT and networks – set up and thoroughly tested Processes, structures and cultureProcesses, structures and culture Rostering, facilities, HR processesRostering, facilities, HR processes

► Send your managers and trainers to them / their trainers and managers to youSend your managers and trainers to them / their trainers and managers to you► You must be ready by the time the product and process training commencesYou must be ready by the time the product and process training commences► Support from client during ‘Go Live’ they push – you pullSupport from client during ‘Go Live’ they push – you pull► Ramp down in UK and ramp up in India simultaneouslyRamp down in UK and ramp up in India simultaneously

As agents leave – you replace with staff in IndiaAs agents leave – you replace with staff in India► After stabilising – migration team hand over to operations teamAfter stabilising – migration team hand over to operations team

CCIM MigrationsCCIM Migrations

UKUK► Ntl outboundNtl outbound► Tiscali – IB broadband Tiscali – IB broadband

TS, sales, chat, TS, sales, chat, correspondence correspondence centrecentre

► P&B - OB fund raisingP&B - OB fund raising► Ionica – IB & OB salesIonica – IB & OB sales

IndiaIndia► Tiscali – IB TS, Tiscali – IB TS,

Email, SUSEmail, SUS► Time Computers x 3 Time Computers x 3 ► Supanet - IB TSSupanet - IB TS►Ntl – IB TSNtl – IB TS►Demon – IB TSDemon – IB TS

Understanding the issues of Understanding the issues of OffshoringOffshoring

► Remote managementRemote management► Inexperienced management teamsInexperienced management teams► Culture of over promising and under-deliveringCulture of over promising and under-delivering► Ask for one thing and get anotherAsk for one thing and get another► Outdated and inappropriate recruitment methodsOutdated and inappropriate recruitment methods► Voice and AccentVoice and Accent► Do not understand our culture or our customersDo not understand our culture or our customers► Over complicated and drawn out processesOver complicated and drawn out processes► Communication gapsCommunication gaps► Hierarchical structures and cultureHierarchical structures and culture► Quality in customer service and salesQuality in customer service and sales

Remote managementRemote management

► Managers from India should attend the client siteManagers from India should attend the client site► Must understand the company culture, priorities Must understand the company culture, priorities

and objectivesand objectives► Instructions should be clear and concise and double Instructions should be clear and concise and double

checked – much can be lost in translationchecked – much can be lost in translation► Customer retention is paramount – UK companies Customer retention is paramount – UK companies

want to stay close to them – help them by getting want to stay close to them – help them by getting to know the culture of their customer baseto know the culture of their customer base

► Take time to get to know each other, do not be Take time to get to know each other, do not be faceless voicesfaceless voices

► Something goes wrong – they get scared – how do Something goes wrong – they get scared – how do they fix it from 5k miles – keep communicating and they fix it from 5k miles – keep communicating and building confidencebuilding confidence

Inexperienced management Inexperienced management teamsteams

► Agent to manager in less than 1 yearAgent to manager in less than 1 year► Must take up references and conduct intensive assessment centresMust take up references and conduct intensive assessment centres► Run an ongoing comprehensive management and development Run an ongoing comprehensive management and development

programmeprogramme► Managers understand part of the big picture – need to work alongside Managers understand part of the big picture – need to work alongside

professionals to gain end to end knowledgeprofessionals to gain end to end knowledge► With a lack of inbound voice experience need professionals to mentorWith a lack of inbound voice experience need professionals to mentor► Managers say ‘yes’ but mean no or maybe – ensure that yes means Managers say ‘yes’ but mean no or maybe – ensure that yes means

yes and deadlines and agreements are keptyes and deadlines and agreements are kept► Managers should not operate a Closed Door policyManagers should not operate a Closed Door policy► Managers should take or listen in to calls – so that they understand Managers should take or listen in to calls – so that they understand

the floor and customer facing issuesthe floor and customer facing issues► Departments must meet on a weekly basis so that all work in a Departments must meet on a weekly basis so that all work in a

common direction and all understand how they fit into the big picturecommon direction and all understand how they fit into the big picture► Senior managers must be available and not be remote to the teamSenior managers must be available and not be remote to the team► Junior managers must learn to manage upwards and keep their Junior managers must learn to manage upwards and keep their

managers aware of the issues and risks to achieving the common managers aware of the issues and risks to achieving the common goalgoal

Over promisingOver promising

► Do not say yes when you mean no or maybe – Do not say yes when you mean no or maybe – better to manage expectationsbetter to manage expectations

► Do not say that things can be done today when you Do not say that things can be done today when you mean:mean:

► TomorrowTomorrow► In 2 days timeIn 2 days time► Next weekNext week► Say that something can be done when it can’tSay that something can be done when it can’t► Say that something is understood when it isn’tSay that something is understood when it isn’t► Say you know how when you don’tSay you know how when you don’t► Say it’s okay when it’s notSay it’s okay when it’s not► And tell a client not to worryAnd tell a client not to worry

Because they willBecause they will

Ask for one thingAsk for one thing

► And get anotherAnd get another► 25 technical agents with experience of UK25 technical agents with experience of UK► 10 non technical agents, experience of US10 non technical agents, experience of US

► An OOH message from 8pm – 8amAn OOH message from 8pm – 8am► An OOH message from 8am – 8pmAn OOH message from 8am – 8pm

► Do not change any of the fields on this reportDo not change any of the fields on this report► A report with 3 of the fields changed and 1 A report with 3 of the fields changed and 1

addedadded

RecruitmentRecruitment

► It’s not necessary for agents to have a degreeIt’s not necessary for agents to have a degree► An Indian recruiter should not listen for UK accentAn Indian recruiter should not listen for UK accent► Ensure assessment is pertinent for each role - written Ensure assessment is pertinent for each role - written

essays are not needed for a voice roleessays are not needed for a voice role► Keep interviews to a minimum – time is preciousKeep interviews to a minimum – time is precious► HR must be fully briefed on the skills requiredHR must be fully briefed on the skills required► Tests should assess the right things and at the right Tests should assess the right things and at the right

levellevel► Tests should assess the behaviours as well as the Tests should assess the behaviours as well as the

skillsskills► Sales agents should be recruited by a sales personSales agents should be recruited by a sales person► Walk in recruitment should be well organised with Walk in recruitment should be well organised with

enough people to manage it effectivelyenough people to manage it effectively► After all the tests we normally only recruit 10% - 20%After all the tests we normally only recruit 10% - 20%

Voice and AccentVoice and Accent

► Britishisation or Nuetralisation – ClarityBritishisation or Nuetralisation – Clarity► Test listening and understanding skillsTest listening and understanding skills►Mother tongue influence – some cannot be Mother tongue influence – some cannot be

trainedtrained► Should be developed incrementally not just at Should be developed incrementally not just at

induction – weekly sessionsinduction – weekly sessions►Question or statement – which is which?Question or statement – which is which?► Tone of voice cannot be clearly heardTone of voice cannot be clearly heard►Managers should be more skilled than agentsManagers should be more skilled than agents►We select only 30% of agents after voice We select only 30% of agents after voice

analysisanalysis

CultureCulture

►Managers who have been to the UK should Managers who have been to the UK should share their experience and learningshare their experience and learning

►Most managers and agents have not been Most managers and agents have not been outside of their own stateoutside of their own state

►Know little about the UK people, their Know little about the UK people, their culture, customs or what customer service culture, customs or what customer service means to usmeans to us

►UK companies do not teach enough about UK companies do not teach enough about their customers and how to deal with their customers and how to deal with themthem

Over complicated and drawn out Over complicated and drawn out processesprocesses

►10 stage processes that need only be 210 stage processes that need only be 2►HR policies and procedures should be less HR policies and procedures should be less

complicated and more straightforwardcomplicated and more straightforward►Technology should be used moreTechnology should be used more►Britain in the 1950’s – need to enter the Britain in the 1950’s – need to enter the

2121stst century century►Parkinson’s RuleParkinson’s Rule►Outdated methods – most are paper Outdated methods – most are paper

drivendriven

Communication gapsCommunication gaps

► Senior Managers need to adopt an open door policySenior Managers need to adopt an open door policy► Call centre managers need to be seated on the calling Call centre managers need to be seated on the calling

floorfloor► Hierarchical structures can prevent good communication Hierarchical structures can prevent good communication ► Don’t allow misinterpretation of directives and Don’t allow misinterpretation of directives and

requirements between UK and India – keep clarifyingrequirements between UK and India – keep clarifying► We need to understand each others culture and customsWe need to understand each others culture and customs► Always tell the truth – lies will be found outAlways tell the truth – lies will be found out► Agents should be encouraged to raise issues to Agents should be encouraged to raise issues to

managersmanagers► Procedures must be put in place for good company wide Procedures must be put in place for good company wide

communicationscommunications

CCIM scope of servicesCCIM scope of services► Projects – inbound, outbound, non voiceProjects – inbound, outbound, non voice► 17 years of experience and expertise17 years of experience and expertise► Strategy, project planning and implementationStrategy, project planning and implementation► Communication, Culture, managing the client; building the Communication, Culture, managing the client; building the

relationship and bridging 5K milesrelationship and bridging 5K miles► IT and technology planning, implementation and managementIT and technology planning, implementation and management► Recruitment and training – agents, TL’s, quality and trainersRecruitment and training – agents, TL’s, quality and trainers► Selection, Training and development of the management Selection, Training and development of the management

teamsteams► Managing upwards – influencing the senior managers / ownersManaging upwards – influencing the senior managers / owners► Resourcing, rostering, reporting, analysisResourcing, rostering, reporting, analysis► Operational management – reactive and proactiveOperational management – reactive and proactive► Building and farming the business, ramping up and Building and farming the business, ramping up and

developing the operationdeveloping the operation► UK account managementUK account management

Key learning across the UKKey learning across the UK

► Choose your vendor carefullyChoose your vendor carefully► Cheapest is not always bestCheapest is not always best► Think about the brand implicationsThink about the brand implications► They have much less basic knowledge than They have much less basic knowledge than

UK centres wouldUK centres would► Can’t do enough trainingCan’t do enough training► Transferring voice calls needs experience Transferring voice calls needs experience

don’t try to do it yourselfdon’t try to do it yourself►Don’t move multiple processes at once – Don’t move multiple processes at once –

one step at a timeone step at a time

Lessons learntLessons learnt

► How do you manage your customer relationships How do you manage your customer relationships from 5k milesfrom 5k miles

► Need to be careful – Indian managers love to say yesNeed to be careful – Indian managers love to say yes► We only recruited 20% of the workforce our We only recruited 20% of the workforce our

outsourcing partner wantedoutsourcing partner wanted► Use professionals to help both the UK and Use professionals to help both the UK and

outsourcing partners to achieve their joint goalsoutsourcing partners to achieve their joint goals► Don’t try to move the world – be selective, some Don’t try to move the world – be selective, some

things work and others do notthings work and others do not► Don’t let out of sight become out of mindDon’t let out of sight become out of mind► Choose a consultant who can provide continuous Choose a consultant who can provide continuous

professional supportprofessional support

Call CentresCall Centres

►UK has half a million seatsUK has half a million seats► India has achieved huge successIndia has achieved huge success►Pakistan has:Pakistan has:

Skilled and talented labour forceSkilled and talented labour force Excellent telecommunications and ITExcellent telecommunications and IT Ambition and foresightAmbition and foresight Finance and government backingFinance and government backing

With the right support - Success is With the right support - Success is assuredassured

Thank youThank you