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Introduction to KenCall

April 2010

06/17/2010 Slide 1
About us
The Management Team

Nicolas Nesbitt, CEO, Kenya Eric Nesbitt, COO, Kenya


• MBA from Stanford (US), Masters • Bachelor in Technology and
and Bachelor from Dartmouth (US) Management from Cranfield
• Former Consultant of The Boston University (UK)
Consulting Group • Former Managing Director of
• Former Vice President Qwest Consolidated Warehouses Ltd.,
Communications - $1bn Foursquare Logistics Ltd.
responsibility • 12 years extensive leadership and
• Former Sales Executive at different diverse entrepreneurial experience
US companies
• Co-founder of Market Race LLC

Steve Liggins, CFO, USA Roger Hunwicks, CIO, Kenya


• MBA from London Business School • Bachelor in Mathematics from
(UK), Bachelor from University of Oxford University
New York (US) • 16 Years of experience in the field of
• Retired Head of Bank One New York Software Development, System
Office Adminstration and Network
• 25 years banking industry experience Management
• 4 years experience in Kenya at First • Former Group Software Development
Chicago (later First American) Bank Manager at Software Technologies
Ltd
KenCall Delivers a Comprehensive
Set of Services

Call Center Services BPO

 Inbound Sales  Voice Transcription


 Outbound Sales  Data entry
 Customer service  Database clean up
 Tech support  Word processing
 Help Desk support  Email management
 Lead generation
 Market surveys
 Incident Reporting

Relationship Management

 Customer Care
 Customer Activation
 Customer Retention
 Customer Acquisition
 Cross-selling/ Up selling

06/17/2010 Slide 4
Key To Success Is Our Intense
Focus On Managing The Basics...

People Management

 Recruiting
 Training and incubation
 Production management
 Quality monitoring

 Quality
 Reliability
Infrastructure  Focus
Management  Effectiveness Client Management
 Speed
 Redundancy  Business
 IT support analysis
 Network  Reporting and
monitoring escalation
 Physical and  On site client
logical security hosting
 Constant
reviews

06/17/2010 Slide 5
KenCall Staffs for Success

Highly Educated Pleasant Phone


Staff. Etiquette
•All staff have university •Anglicized accents
degrees or diploma level. •High service oriented
•Multi cultural and multi culture
lingual.
•Technically capabilities.
•Broad knowledge of
international geography,
history and culture

. High Retention
Strong work Ethic
Rates
•Motivated employees, •Positions are
eager to learn challenging
•All employees expect to •Large labor pool and jobs
work hard. are scarce
•Embedded in culture • Extensive investment in
education and training
….and Recruits and Trains for Results

Recruitment Avenues Recruitment Profiling


Diction, spelling and
On line web sites grammar
On campus interviews Comprehension skills
Referral programs Accent clarity
Media help wanted ads Idiomatic understanding
Telephonic sales screening Customer empathy/attitude
In person interviews Background checks (credit
and criminal)

Two Weeks Generic Training


What is a call center and who is KenCall
Technical skills
Product skills
Sales skills
Customer service and phone etiquette skills
Campaign and client training
KenCall has State of the Art
Facilities…

Capacity:
200 seats
Expandable to 600

Redundancy:
2 back generators: FG
Wilson, 24/7/365, 250 KVA
2 UPS systems: MGE Galaxy
3000 and 5000
Multiple ISP providers and
VOIP back up

Networking:
Cisco
KenCall has a Rigorous Approach to
Client Engagement

Detailed understanding of client GOALS and needs

Detailed understanding of current situation and GAP ANALYSIS

Detailed IMPLEMENTATION
Roles and Responsibilities
Contracts Technology systems, databases
Client transition timelines and tools
Levels of support, delivery Data migration and security
models, SLA’s Process roll outs
Staff selection, training and Metrics, measurements and
client orientation reporting
Some of KenCall„s Clients Past
and Present

Confidential www.kencall.com
...Strong Believers...

Has received an
Equity investment from

April 2007,
Nairobi

06/17/2010 Slide 11
...Received Powerful
Endorsements...

“KenCall is one of
the reasons the
Kenyan economy
grew over 6% last
year.”

Thomas Friedman
(Author of “The
World is Flat”) in
New York Times

06/17/2010 Slide 12
…Internationally Renowned Awards…

www.kencall.com
...And Attention From Leading
Institutions Around The World

• Harvard Professor
Dan Isenberg
spend extensive
time in Nairobi to
study the
company.
• Case is now
taught to second
year students of
the Harvard
Business School
MBA program in
its International
Entrepreneurship
Class.

06/17/2010 Slide 14
KenCall Is Ready To Help

• Experienced and result-oriented management team

• Well documented and oiled processes

• State of the art facility and infrastructure

• Experienced recruiting, training and development

• Intense focus on customer satisfaction

• Successful and growing client relationships

06/17/2010 Slide 15
Additional services

06/17/2010 Slide 16
Emergency Rapid Response Is A
5-Step Process

“444“
Call Center Ambulance Hospital Feedback
Emergency
24/7 response Dispatch communication Follow-up
1 2 3 4 5

Accident
Fire
Crime
6
Reporting

7
Marketing

8
Administration/Finance

06/17/2010 Slide 17
First Call for Farmers
Farmer calls the helpline
0711 035 345, 0732 135
345, 020 6602 345

Agriculture Experts will


receive call and
Dispatch respond to the
help/needs farmer’s questions.
to targets
KenCall will collect
and analyze
data
www.kencall.com
My Kidney Call

GIVE
CALL ADVICE

Enquiries Advice on
Provide
about healthy
information
kidney eating etc
disease, Kenya Kidney which leads
dialysis, Foundation to healthier
transplan kidneys
ts etc?

06/17/2010 Slide 19
First call for famine relief
Mandera East Example

NDOC fed the


info daily.
Keen
observation
of trends,
Mandera East
Singled out

NDOC intervened on
2nd of February
KenCall registered a dramatic
fall in cases almost
immediately

www.kencall.com
Case Studies

06/17/2010 Slide 21
What we Did for Them - A Case Study
- UAP Insurance -

• Problem Statement
• UAP was struggling to sell a new annuity savings product through its traditional agent
channels
• Its insurance agents were not actively selling the product, because it was too small in
value
• UAP was trying to break into a new market segment
• UAP’s insurance agents were saying that the costs of sales were way too high given
the returns

• What KenCall Provided


• 15 call center agents trained and taking calls within 14 days of contracting
• Operational - normal business working hours
• Set up appointments for sales people and verified the prospect customer’s willingness
to meet
• Continuous, reliable and accurate reporting on traffic and subscriber behavior

• How UAP benefited


• Appointments which exceeded it expectations
• Increase in sales and revenue
• A reliable database of potential customers
• A world=-class service in-lien with its international brand

www.kencall.com
What we Did for Them - A Case Study
- Diamond Trust Bank-

• Problem Statement
• Diamond Trust Bank (DTB) was a new bank and wanted to create awareness
• Want to use direct marketing to reach potential customers and did not have the
resources to do so at the time
• DTB was also trying to break into a new market segment

• What KenCall Provided


• 5 trained call center agents
• Operational - normal business working hours
• Contact details for potential customers
• Technology to manage calendars for Sales agents

• How DTB benefited


• Increase in awareness
• Better understanding of customers’ needs
• Good system of managing sales agents calendars

www.kencall.com
What we Did for Them - A Case Study
- Dun & Bradstreet Financial Services -

• Problem Statement
• US banks had increased their requirements for database updates of their customers’
records
• US Internal Security department increased requirements for financial record keeping
• Indian contact centers (IBM) had too much of D&B’s work already; needed some rapid
diversification

• Inherited Situation
• Over 300 BPO agents world wide
• 5 call centers in 3 countries
• Quality and ability to handle the volumes were dropping

• What KenCall Provided


• Over 60 trained agents within 120 days (6 week training class)
• 16 hour shifts, 5 days a week
• Reliable and stable staffing levels; insignificant attrition levels
• #1 in Qualityworldwide

• How D&B benefited


• Rapid increase in record handling capacity; KenCall staffing flexibility
• Reduced time spent on education, because of the low attrition
• Top Contact Center globally in quality
• Peace of Mind
www.kencall.com
What we Did for Them
- Direct TV -

• KenCall worked with Digital Media Group, based in California on a number


of projects from mid-2005 to end 2006. One of our most successful
projects was Direct TV:

• What KenCall provided;

• Inbound sales support team of 12 agents, quality analyst and reporting


team
• Outbound credit verification
• The team worked on a national campaign over a period of 5 months
• KenCall performed well meeting its SLA’s and daily sales targets
• Provided daily detailed analytical reports
What we Did for Them
- EarthLink Inc. -

Problem Statement
• High volume of English calls coming into their call centers were not being answered
• Christmas and 2007 were expected to be large growth periods
• “India fatigue” setting in among their customers

Inherited Situation
• 3,500 call center agents world wide
• 13 call centers in 11 call center vendors
• Global call distribution IP network

What KenCall Provided


• 140 agents in rapid time
• 16 hour shifts, 7 days a week
• Reliable and stable communications network
• Put East Africa on the Outsourcing map

How EarthLink benefited


• Top performing agents and team leaders world wide
• KenCall’s training content and methodologies adopted world wide
• Top Contact Center globally in sales performance, 4 out of the 9 months of 2007
• Number #1 Quality call center
What We Did For Them
- Tigo -

Problem Statement
• Tanzanian cell phone subscribers could not get through to the call center
• Tigo unaware 100,000+ agent calls available daily; less than 5% answered
• Tigo was losing revenue and customer loyalty
• Tigo did not have in-house capacity for more than 30 agents
• The competition had much better call centers

What KenCall Provided


• 90 agents trained and taking calls within 30 days of contracting
• 24x7 Operations
• Increased calls answered rate to 15% (limited by Tigo budgetary constraints)
• Reliable and stable international communications network
• Continuous, reliable and accurate reporting on traffic and subscriber behavior

How Tigo benefited


• Increase in revenue
• Reduced complaints and fewer fines from regulators
• Better understanding of customers’ needs
• Removed the “headache” of managing its staff 24x7
Systems Profile

06/17/2010 Slide 28
KenCall‟s Infrastructure
Generators

Generators: Two; with Failover

Gen1
Manufacturer: FG Wilson
Type: Prime Unit - 24/7/365
Specs
• 250kVA
• 279 litres/ 73.7 Gallons
• 16Hours Running Time Before Refill

Gen2
Manufacturer: FG Wilson
Type: Prime Unit - 24/7/365
Specs
• 250kVA
• 279 litres/ 73.7 Gallons
• 16Hours Running Time Before Refill
KenCall has Uninterrupted
Power Supply

UPS Systems: Two


Manufacturer: MGE Galaxy
Model: Galaxy 3000 Model: Galaxy 5000

Specs: Specs:
50KVA 60KVA
Uptime on Max load: 30 Mins Uptime on Max load: 45 Mins
PSTN Integration - International

• VOIP Calling
KenCall
PSTN Integration – International
Factoring Redundancy
WAN Integration

06/17/2010 Slide 33
KenCall
PSTN Integration

Local PSTN:
• Four Providers

International Provider:
• One

Redundancy:
• Commissioning a
second provider
soon

06/17/2010 Slide 34
Dialer Integration

06/17/2010 Slide 35
Dialer Capability & Capacity
Dialers: Two
System Provider: Noble Systems

Features:
• IVR Capacity
• Skill Based Routing
• Priority Routing Current Capacity:
• Hot Transfers 215 Seats
• Conference
• Predictive Dialing
• Preview Dialing CTI:
• BlendedDialing 10 E1s (30*10=300) Simultaneous Calls
• Web Based Scripting
• Voicemail Expandable
• SMS capabilities Seats: 600
• DNIS inbound routing
• Agent remote monitoring CTI:
• Agent coaching 12 E1s (30*12=360) Simultaneous Calls
• CDR logging
• Call Recording
• Primary & Secondary

06/17/2010 Slide 36
KenCall Building Facility

Current Capacity
• 215 Stations

Expandable
• 600 Stations

Redundancy
• Commission a second Facility
• In another location

06/17/2010 Slide 37
KenCall Processes

06/17/2010 Slide 38
KENCALL SOLUTIONS

KenCall is an internationally
recognized Contact Center
offering BPO services to a SERVICE
SOLUTIONS
global clientele.

KenCall has built very


successful relationships in the Contact Center Customer
following sectors and will Inbound Customer Relationship
continue to grow its Service Management Business
capabilities in additional Outbound
Customer Care
Process
arenas: sales/support
Services Outsourcing
Technical Support
Customer Data transcription
* Telecommunications Telemarketing acquisition services
e-mail services
* Banking Customer activation Customer
SMS/text services Relationship
* Credit reporting and Customer retention
Appointment Setting Management (CRM)
management Cross-selling
IT support and
* Medical helpdesk Market polling
* Media
* Insurance
PHYSICAL & DIGITAL SECURITY

KenCall has invested


heavily in systems
and processes that RESTRICTED CONTROLLED DEFINED
guarantee integrity ACCESS ACCESS ACCESS
and security of all • Security • User-specific • Mac address
data. controlled work station filtering.
access login ID. • VPN
points. • Active connection.
Data access protocol
• Biometric directory
management is a key with rights
controlled
strength of KenCall’s controlled
access to call
operations. centre. access of
data.
REPORTING & ANALYSIS
KenCall’s Analysis and Reporting
team provides clients with visibility
into what is happening with their
DAILY
customers every day.

WEEKLY
DATA
CAPTURE

MONTHLY
DATA DATA
ANALYSIS REPORTING KenCall appreciates the significance
and importance of such a role and
therefore provides as much detail
and interpretation as the client can
handle, as frequently as needed.
RECRUITMENT

KenCall has invested in

Planning
talent screening processes
that ensure its entry level
staff are fresh graduates
from universities and
accredited colleges recruited
for their energy, enthusiasm
and leadership potential.

Background checks are run


including the requirement
Recruiting
that all employees must
provide a Certificate of
Good Conduct that is
processed by the Criminal

Selecting
Investigation Department
(Kenya Police).
TRAINING

Effectiveness in our ability


to accurately convey the
client’s brand, products PRODUCT
GENERIC TRAINING
and service expectations TRAINING
to the full complement of
staff servicing the client’s
account – is important.

KenCall and the client Customer


jointly develop the Service
training programs for the Representatives
staff and where such
programs exist, KenCall
always encourages train-
the-trainer sessions for its
in-house trainers. ON-THE-FLOOR
QUALITY TRAINING
TRAINING
QUALITY ASSURANCE
PERFORMANCE DEVELOPMENT
QUALITY ANALYST COACH
•One on one feedback sessions
•Real-time with agents.
assistance to
Developing •Product information
agents.
LIVE
ANALYSIS •High service
levels •Assist agent develop performance
throughout. goals.
Monitoring •Ensure agent pursues those goals.

• In-depth analysis
of quality of
service. •High performance coaching
POST •Performance improvement
ANALYSIS • Service level Motivating coaching
improvement
feedback.
PERFORMANCE AUDITING

Performance
Management
Performance
Improvement

Performance
Development
CUSTOMER EXPERIENCE

LISTENING
KenCall works closely TO THE
CUSTOMER
with the client to listen
to what their customer
is saying.
HAPPY
We believe in getting it
right the first time and
CUSTOMER
that the best way to do
this is to listen to the
customer from the SERVING
THE
onset. CUSTOMER
INFRASTRUCTURE

Kencall has built network


redundancy and internal Fiber optic
resiliency into its fiber and
VSAT infrastructure to
ensure uninterrupted
business continuity

Cisco and
Its network design and Network Microsoft
configuration allow KenCall redundanc KenCall certified IT
y
to increase its operational engineers
capacity on short notice.

To guarantee uptime,
KenCall has a network of
meshed circuits with several Internal
global telecommunications resiliency
providers.