CALL CENTER OPERATIONS
TABLE OF CONTENT 1
1.
Introduction………………………………………………………Pg 3 1.1
Resumption..................................................................Pg 3
2. Call taking Procedure………………………………………….. Pg 3 2.1
Incoming call……………………………………………...Pg 3 2.1(a) Customer calls……………………………………..Pg 3 2.1(b) Emergency calls
3. Despatch Procedures.........................................................Pg 4 4. Accident and Breakdown Procedures.....................................Pg 5 5. Distress Response procedures...............................................Pg 6 6. Customer Engagement Procedures........................................Pg 6 7. Performance Evaluations........................................................Pg 7 8. Remunerations........................................................................Pg 7 9. Break Period ...........................................................................Pg 7 10. Dress Code............................................................................. Pg 7 11. Roaster ...................................................................................Pg 8 12. Conflict Resolution………………………………………………..Pg 8 13. Office Etiquette........................................................................Pg 8 14. Closing down Procedure......................................................... Pg 8 15. Appendix 1 ………………………………………………………..Pg 10 16. Appendix 2…………………………………………………………Pg 12 Operators Call Center 2
Standard Operating Procedure 1. Introduction This document has been prepared as the guide to all Operators Call Centre Operators as a critical part of the expectation on daily customer satisfaction. 1.1 Resumption : Agent;
I.
Resumes at 5.45am for the morning and 1:45pm for the afternoon shift.
II.
Performs System check and Booting to get system ready for the day’s work.
III.
Logs in user ID
IV.
Types in password
V.
Confirms Headphone and Mouth piece are in order
VI.
Awaits the first call of the day.
2. Call taking Procedure: 2.1 Incoming call: Incoming calls could be divided into: 2.1(a) Customer calls: these are calls relating to request for EkoTaxi services. 2.1(b) Emergency calls: these are calls relating to accident, distress or vehicle breakdown. Customer Calls are divided into 2 categories, New callers and Regular callers. Is it a new caller , agent performs the following: 1. Greetings 3
2. Logs in customer details: Customer details include: •
Name
•
Gender
•
Home Address
•
Pick up point
•
Destination
•
Expected pick up time
If it is a Regular caller , Agent:
3.
•
Confirms pick up point if different from the regular location
•
Confirms destination
•
Logs in the job
If need is immediate: Agent performs the following:
Confirms nearest available taxi
Makes a dispatch
4. If need is not immediate: Agent does the following:
Makes a booking for customer
Sets a reminder for 45 minutes to Expected pick up time 4
Makes a dispatch at 45 minutes to Expected pick up time * Non-Immediate need represents a request that can wait for more than an hour.
3
Despatch Procedures: Despatch is the act of sending a fare from the base station to the driver via GPRS Agent Responsibility: 1.
Agent makes a despatch, If fare is accepted,
2. Agent sets a reminder for 10 minutes after despatch 3. Calls driver 10minutes after despatch to enquire driver location and traffic
condition If delay is envisaged; 4. Agent calls customer to explain delay, if not 5. Driver sends green alert to call centre on arrival 6. Agent sends SMS alert to customer notifying arrival (evolution of service:
automatic notification)
4
Accident and Breakdown Procedure : Accident / Breakdown could entail circumstances of the following nature / severity: Severity of Accident includes: A. Threat to lives which is represented by Code Red B. Crash beyond repair , represented by Code Orange
5
C. Taxi involvement with other vehicle(s) represented by Code
Blue
Red Alert goes directly to the Operations Manager, Fleet Manager and Supervisor.
i. ii.
Orange Alert goes to everyone
iii.
Blue Alert also goes to everyone.
If A, Operations Manager, Fleet Manager or Supervisor. •
confirms the nature of incident
•
confirms the location of Taxi
•
•
fleet manager Calls Critical Rescue Team / Lagos State Ambulance Management. Supervisor logs the report in form BTF/001 (Appendix1)
If B, Supervisor: •
confirms the location of Taxi
•
despatches a taxi to the location
•
notifies the customer of another despatch
•
logs in report in form BTF/002 (or as the case may be)
Fleet manager calls Towing Vehicle/ LASTMA If C, Supervisor •
Logs in report in form BTF..(as the case may be)
If there’s a customer in-vehicle,
5
•
Locates closest available taxi to the scene
•
despatches a taxi to the location
•
notifies the customer of another despatch
Distress Response procedure
6
Distress is classified as any circumstance that includes but not limited to flat tyre, dangerous/riotous zones, robbery attack. Incoming Alert in form of: A. Purple which represents flat tyre B. Brown which represents dangerous zones
C. Emergency telephone call for robbery attack
Agent Responsibility: If A, agent; •
Gets taxi location from driver
•
Locates the nearest taxi to the location
•
Makes an SMS or Voice despatch to get the customer in vehicle
•
Notifies the customer of oncoming taxi
•
Notifies fleet manager
IF B; Supervisor:
6
•
Gets taxi location from driver
•
Notifies other drivers to avoid dangerous zones
Customer Engagement Procedure : Customer engagement comes in form of customer relationship management. This is achieved via feedbacks from different category of customer at different intervals. A. Weekly feedback is obtained from customers based on the quality of
service rendered by call centre agents. This is recorded in Form BTC/001 B. Feedbacks obtained fortnightly from regular users of the taxi recorded in
form BTC/002.
7
C. Feedbacks obtained from advertisers based on the impact on their
product. This is obtained quarterly.
All of the above information is logged on to the server to generate weekly, monthly and quarterly reports.
7
Performance Evaluations: A portion of agents’ remuneration is tied to the performance on the Job. This performance issues bother on resumption time, values and character of agents, professional outlook, ratio of calls answered to calls lost, absenteeism etc.
8
Remunerations: All Agents shall be paid their entitlement latest on the last working day of every month in arrears. This however would be subsequent to performance evaluation form to be filled and signed by the Operations Manager.
9
Break Period: Agents shall be allocated different break time .This shall be a 30mins period and is to be adhered to. This is to ensure that customer calls are always attended to promptly.
10 Dress Code: Agents are required to maintain a professional outlook at all times as our business will necessitate we play customer facing role within the premises. To this end our dress code is Business Casual Attire through out the week days and week ends. “Business Casual Attire” means clothing that is neat and Professional. Examples of inappropriate attire include: Leggings, mini skirts, Slippers, Caftan etc. When in doubt however, ask Questions. 11 Roaster:
8
A weekly roaster shall be prepared by the supervisor and handed down to agents. The Roaster will run two Shifts (Morning and Afternoon); this is to be adhered to. Notice of absence must be communicated at least 24hours ahead to facilitate possible substitution. The format of the roaster shall be: Week1
Agent 1
Morning
X
Evening
Week2
Agent 3
Agent 1
Agent 4
X
Agent 2
X
Agent 3
X X
Agent 5
Agent 6
X
X
Morning Evening
Agent 2
Agent 4
X
Agent 5
X X
Agent 6 X
X
12 Conflict Resolution: Agents are expected to demonstrate high level of professionalism and decorum within the centre and with Callers. In the event of any misunderstanding with callers, agents are expected to be calm and respectfully articulate the grievances to the supervisor for further actions. 13 Office Etiquette: Taking personal Calls, Eating in the office area, Chatting, use of
system for personal duties are all prohibited during work hours. 14 Closing down Procedure:
Agents working in the evenings should log out, ensure to power down their systems, A/Cs, light switches etc.
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Appendix 1
FORM BTC/001
Your Experience with EkoTaxi
EkoTaxi is poised to giving you a convenient, comfortable, and affordable chauffeur service from your first contact with us to your drop off point. We hold you in high esteem and would like you to fill out the following information on how well we have been able to live to our words.
1. How would you describe your getting through to the call centre?
Very Easy difficult
Quite Easy
Somewhat difficult
Very
2. How would you rate the response of our Call center Agent?
Very Cordial unpleasant
Quite friendly
10
Rather impolite
Very
3. How timely was EkoTaxi’s arrival to your request?
Very timely Delayed
Just in time
Slightly delayed
4. Do you rate the driving skill of our driver as Professional?
Strongly Agree Disagree
Agree
Disagree
Strongly
5. Our Drivers have incredible knowledge of the metropolis.
Strongly Agree Disagree
Agree
Disagree
Strongly
6. The exterior and interior neatness of EkoTaxi is commendable
Strongly Agree Disagree.
Agree
Disagree
7. You would rather ride with EkoTaxi always
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Strongly
Strongly Agree Agree Strongly Disagree
Disagree
Additional Comments .................................................................................................................. .................................................................................................................. .................................................................................................................. ................................................... Thank you for choosing EkoTaxi……the People’s Taxi
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Appendix 2
FORM BTF/001 DATE : ______________________________________________
TIME : _______________________________________________
LOCATION : ___________________________________________
TAXI NO. : _____________________________________________
REGISTRATION NO. : ____________________________________
DRIVER NAME & NO. : ___________________________________
NATURE OF ACCIDENT : __________________________________
ACTION TAKEN : ________________________________________
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