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  • Customer Service Review Jan'11: (Prashant Yadav) (Barmer Branch) 19th Jan 2010

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    Dharmendra Khatri
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    This document provides a summary of customer service metrics for Vodafone's Barmer Branch for January 2011. Key performance indicators are reported on for multiple areas including customer support, service retail, retention, people and infrastructure, hygiene, rural connect, and initiatives taken. Concerns highlighted include pre to post sales and internal auditing. Improvements include external auditing. The document concludes with a request for any additional required support.

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    CSR Jan'11 Barmer

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    This document provides a summary of customer service metrics for Vodafone's Barmer Branch for January 2011. Key performance indicators are reported on for multiple areas including customer support, service retail, retention, people and infrastructure, hygiene, rural connect, and initiatives taken. Concerns highlighted include pre to post sales and internal auditing. Improvements include external auditing. The document concludes with a request for any additional required support.

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    8 views12 pages

    Customer Service Review Jan'11: (Prashant Yadav) (Barmer Branch) 19th Jan 2010

    Uploaded by

    Dharmendra Khatri
    This document provides a summary of customer service metrics for Vodafone's Barmer Branch for January 2011. Key performance indicators are reported on for multiple areas including customer support, service retail, retention, people and infrastructure, hygiene, rural connect, and initiatives taken. Concerns highlighted include pre to post sales and internal auditing. Improvements include external auditing. The document concludes with a request for any additional required support.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 12

    Customer Service Review Jan11

    [Prashant Yadav]
    [Barmer Branch]
    19th Jan 2010

    1 Customer service review

    Vodafone Confidential

    20 December 2016

    Update on last CSR MOM

    2 Customer service review

    Vodafone Confidential

    20 December 2016

    Customer Support Group


    Highlights

    Customer Support Group

    KPI

    Q1
    Q2
    Q3
    Dec10
    Jan'11
    Performa Performa Performa Performa Projecti
    Target
    nce
    nce
    nce
    nce
    ons

    Barring

    Suspension

    A1

    A2

    Project 24
    Postpaid
    Error
    Caf
    submission
    WSS

    3 Customer service review

    Vodafone Confidential

    Concerns

    Improvement

    20 December 2016

    Service Retail (VS)


    Business

    KPI

    Highlights

    Jan'11
    Dec10
    Q1
    Performa
    Q2
    performa
    Q3
    performan Target performa Projectio
    Target
    nce
    Target
    nce
    Target
    ce
    s
    nce
    ns

    Postpaid

    169

    193

    186

    326

    156

    430

    60

    94

    70

    Prepaid

    301

    362

    414

    319

    527

    321

    180

    139

    150

    Chordiant

    41126

    20321

    35249

    57402

    42675

    58664

    14225

    16015

    20000

    11

    10

    10

    Pre to Post

    24

    Profitability
    Revenue

    229567

    Expenses

    128509

    Ebidta

    101058

    29904
    2
    17780
    5
    12123
    7

    49381
    2
    168941

    324871

    142634

    57894

    84740

    Quality
    C-Sat

    92%

    90%

    92%

    92%

    92%

    92%

    92%

    97%

    93%

    Internal

    85%

    77%

    85%

    85%

    85%

    66%

    85%

    69%

    85%

    external

    85%

    72%

    85%

    60%

    85%

    88.6%

    85%

    92.2

    86%

    DMS

    85%

    88%

    85%

    93%

    89%

    88%

    89%

    89%

    93%

    4 Customer service review

    People and infra

    Vodafone Confidential

    20 December 2016

    Concerns

    Concern
    area is our
    pre to post
    sale.
    Second
    concerned
    point is
    related to
    internal
    audit

    Improvement

    External
    audit
    improved.

    Service Retail (VMS)


    Business

    KPI

    Highlights

    Jan'11
    Q1
    Performa
    Q2
    performa
    Q3
    performan
    performa Projectio
    Target
    nce
    Target
    nce
    Target
    ce
    Dec10
    nce
    ns

    Postpaid

    Prepaid

    Chordiant

    Pre to Post

    Improvement
    Profitability

    Revenue

    Expenses

    Ebidta

    Quality
    C-Sat

    Internal

    external

    DMS

    People and infra


    5 Customer service review

    Concerns

    Vodafone Confidential

    20 December 2016

    Retention
    Q1
    KPI

    Target

    Number Churn
    Revenue
    Churn
    Incremental
    Billing

    6 Customer service review

    Q2

    Q3

    Performance

    Dec10
    Jan'11
    Performa Projecti
    nce
    ons

    Vodafone Confidential

    Highlights
    Concerns

    Improvement

    20 December 2016

    People & Infra


    Zone Name

    People & Infra


    Approved
    On Rolls

    Off Rolls

    Vacancy
    On Rolls

    Off Rolls

    CS In charge (Zone/Branch)
    VS In-charge
    VS executive
    VMS executive
    BCSG
    Retention

    Mobile Guru

    HNI

    7 Customer service review

    Vodafone Confidential

    20 December 2016

    Remarks

    Hygiene
    Support Required/ Issues
    Highlights

    Hygiene
    Q1
    KPI
    Process
    compliance
    0-90 Days(all
    Channels)

    Target

    8 Customer service review

    Q2

    Q3

    Performance

    Dec10
    Jan11
    Performa Projecti
    nce
    ons

    Vodafone Confidential

    Concerns

    Improvement

    20 December 2016

    Rural
    Connect
    Support
    Required/ Issues
    Highlights

    Rural connect
    Q1

    Q2

    Q3

    KPI

    Target

    Service Meet

    Customer Delight

    Concerns

    Performance

    Improvement

    9 Customer service review

    Vodafone Confidential

    20 December 2016

    Initiative taken

    10 Customer service review

    Vodafone Confidential

    20 December 2016

    Support Required

    11 Customer service review

    Vodafone Confidential

    20 December 2016

    Thank you

    12 Customer service review

    Vodafone Confidential

    20 December 2016

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