Sharing Session Week 2 DBS Team ~Aidah~~Celina~ ~Daniel~~Hamza~ ~Puay Ngee~~Shiyun~ ~Yoke Huey~

DBS’s Company Background A full service bank The largest network of branches in Singapore, with banking presence in Thailand, Hong Kong, Indonesia and Philippines. DBS has dominant market shares with access to over 4 million customers.

Objective of Survey Understand Customer’s Satisfaction level on DBS’S 24 hours hotline services. -Summary of the Survey Asked- Attributes of Customer Services Officer Customer’s expectation on waiting line to speak to a customer services officer Gather feed back

Categories of Customer UnsecuredPuay Ngee & Yoke Huey Consumer Banking (DBS)Celina Consumer Banking (POSB)Daniel SpecialistAidah TreasuresShi Yun PlatinumShi Yun CorporateHamza

Project Flow New database given every week Call customers from the database Take down the number of calls on the Call Tally sheet for every call made Fill in the Daily Agent Report according to the Call Tally Sheet Key in the survey datas in SPSS at the end of the week Randomly pick out 30 surveys to play back the calls to double check Analysis Report Fill in an Escalation Report if required Fill in the survey form and update the customer’s number in the database if needed

Key Performance Indicator Unsecured70 per week Consumer Banking (DBS)44 per week Consumer Banking (POSB)23 per week Specialist20 per week Treasures17 per week Platinum17 per week Corporate20 per week

Learning Experience How to handle different types of customers Phone Etiquette Use of Formal Language How to control our mood Deliver what we promise (eg. Calling back to your customer at the promised time)

Special Issues/Challenges Have to put up with customers’ complaints and handle angry customers Have to put up a positive upfront whenever we call and not let our personal matters affect us. Have to reach the key performance indicator given the limited number of customers’ contacts

Special Issues/Challenges Some customers complain without completing the survey Some customers beat around the bush and in the end, they do not know the purpose of our call. Have to accommodate non-English speaking customers.

Recommendation Less repeat records to avoid annoying our customers Replace manual call tally record with a automated one Have group activities so as to nurture bonds among the colleagues in Call Centre

Conversation By Hamza 16 March 2005