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2. Customer care is rapidly becoming a key factor of telecom operators Presented by D.S.Devika De Silva Service no :007442 OPMC/RG

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4. 4 Customer Experience Awareness /Discovery AttractionInteractionPurchaseUseSupport Cultivation /Advocacy Keeping Our Promises Concept-to-Market Lead-to-Cash SFIELFTrouble-to-ResolveUSI/SRI Getting, Growing and Keeping Customers Set the standards of service quality

5. Elements of functional quality 5 Accessibility of service Employee customer relationships Appearance & personality of service staff Approachability of service staff Attitude & behavior of employees Inner relationships between employees Service mindedness Elements of Functional quality

6. Improving the level of customer care 6 Service quality Technical quality functional quality Does the product or service do the job And it is objective-Reality How the service is provided And it is subjective-perception

7. Improving the level of customer care 7 Service quality Set standards of service delivery Measure & monitor achievement of set targets & Customer feedback

8. SLT business model 8 Network, OSS & BSS Integrated SLT especially at customer touch points Network supporting customers’ needs & SLT’s objectives network and systems architecture based on forecast demand We love our customers and try to make it easy for them – customer caring satisfaction customer at the core We understand how it feels to be a customer - customer perception

9. 9 How to design optimum customer care model ?

10. Main areas to be considered 10 Revenue growth Customer centric Customer care Customer satisfaction Call center operation Operational efficiency

11. New customer care models can be summarized under three headlines….. Competitive auction Correct answer “ Needs based ”

12. 12 Call center experience  Anywhere  Anytime  Always on  Fast access to the solution, multichannel support  “One call solution”  Delivery the solution “without recall.”  “One call solution”  Delivery the solution “without recall.”  Services are “vital” customer and issues must be solved

13. Radically innovative customer caring models that deliver the tangible and substantial results 13 Needs-based channel system Customer centric call center operations Competitor options between suppliers A recent project for a leading Telco operator generated  +20% quality  -15% costs  +70% sales Front office IVR Human touch Web Mobile/WAP outsourcing In house back office Off showing …in 12 months, with quick wins as early as week 6

14. Three critical elements of successful “need base” channel shifting 14 recognition Access Phone PC/Smart phone Real –time customer knowledge( value,profile,pending issues IVR Human touch Web Mobile/WAP Solution Device 1 2 3

15. 15 Winning organization…. Customer care Customer satisfaction Sales increases Revenue increases Thrive organization/ happy employee

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