Omni Channel Partner to TalkTalk

Presentation Agenda

1st October 2015, 10:00 – 12:00


 

Introductions and company background

 

1   The solution, site and people plans

2   Performance (ASAT), language, empathy, rapport building and technical experience

3   Collaborative working, engaging with TalkTalk and management capability

4   Value add, change and innovation experience

5   IT, data security, compliance and business continuity

6   Commercials and pricing


 

1.1  WHAT WE ARE TENDERING FOR?

 
  • Sales acquisition – 50% - Hull

  • Upsell quad play – 50% - Hull

  • Verification – 100% - Bucharest

  • Loyalty disconnections – 60% - Hull

  • Loyalty TV disconnections – 60% - Hull

  • Loyalty cancellations – 100% - Hull

  • Loyalty chat – 100% - Bucharest

  • Sales chat – 100% - Bucharest

  • Social and community – 100% - Hull / Bucharest

  • Correspondence / complaints – 100% - Hull / Stornoway


 

1.2 Outline your plan for TalkTalk’s Stornoway site

We plan to take over responsibility for the site in Stornoway and maintain the staffing. This will be subject to TUPE and we will require detailed knowledge of individual employees’ terms, conditions and tenure to be able to calculate the precise implications of this. We have handled TUPE transfers previously and this will be handled for us by our employment lawyers, Charles Russell Speechly Bircham who have vast experience in this field. We will supplement the Stornoway headcount with a new sister team in Hull to give us additional scalability and flexibility.

1.3 Outline your plan for TalkTalk’s Warrington site

We plan to site Social and Community ideally in Bucharest or alternatively in Hull depending on the appetite at TT for handling the work at our offshore location. We assume the staff currently engaged on the activity will have transfer rights under TUPE and this will be handled as above.

1.2  Stornoway

 
  • Our plan is to take over the site and all staff

  • We will supplement the staff as required with a new team in Hull

  • As the skill set improves in Hull we will be in a position to decide whether to maintain the Stornoway site beyond the current commitment

 
 

1.3  WARRINGTON

 
  • Our plan would be to move social and community to either Hull or Bucharest

  • Bucharest is our favoured location due to the high availability of skilled staff and clear cost advantages

  • We see this as an area of growth so scalability is key

 

 
 

1.4  Headcount reduction

 
  • We understand the reduction in heads over the period as the key aims of brilliant self service and ‘it just works’ bear fruit

  • The balance of agents across channels will also change; chat and social will increase and voice should decrease

  • We are well able to manage these reductions and transitions

  • As voice interactions reduce in volume their importance will increase.

  • As many of these as possible should be handled in the UK

 

 
 

1.5  Supporting Quadplay

 
  • We can demonstrate all the required skill sets

  • Cross-trained, multi-skilled agents

  • Large, dedicated insight team

  • Proactively support self-service

  • Significant senior appointments

 

 

1.6  Shift to digital and self service

 
  • Scalable webchat team in Bucharest

  • Combine with growing social and community team 

  • New head of Social and Community

  • Major tech upgrade to support omni-channel

  • Proactively promote self service

 

 

1.7  Track record across skill sets

 
  • Sales

  • Loyalty

  • Chat

  • Inlife

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3.1   Our management structure

 

3.2   Biographies of the team

 

3.3   Collaboration on projects examples

 

3.4   Dedicated resource for transition

 

3.5   Team experience


 

4.1   Insight and added value

 

4.2   Innovations and new ideas

 

4.3   Thought leadership

 

4.4   Track record in driving innovation


 

5.1   Client confidentiality

5.2   Information Security

5.3   Monitoring and preventing cyber attacks

5.4   Escalation process for a breach of security event

5.5   Compliance auditing

5.6   ISO 27001 certification

5.7   Disaster recovery

5.8   Internal standards and controls

- Data Protection
- Data Access
- Data Security
- Data Retention
- Data Recovery


 

6.1   Inbound new acquisition > HULL

 

Based on 50% of all traffic

  • 105 FTE
  • 12,274 hours per month
  • £19.85 base rate
  • £0-£5 bonus per hour paid quarterly based on TT KPIs
  • OTE £21.85 equates to
    • £10.43 per call handled
    • £20.05 per sale

 

 

NEW!   INBOUND SELF-SERVE SUPPORT > HULL

Based on 50% of all traffic

Based on weblines being 33% of traffic

  • 35 FTE
  • 2,035 hours per month
  • £18.85 base rate
  • £0-£5 bonus per hour paid quarterly based on TT KPIs
  • OTE £20.85 equates to
    • £5.00 per call handled
    • £9.61 per sale

 

 

6.2   INBOUND UPSELL QUADPLAY > HULL

 

Based on 50% of all traffic

  • 70 FTE
  • 8,230 hours per month
  • £19.85 base rate
  • £0-£5 bonus per hour paid quarterly based on TT KPIs
  • OTE £21.85 equates to
    • £9.65 per call handled
    • £37.13 per upsell

 

 

6.3   Field sales verification > Bucharest

 

Based on 100% of all traffic

  • Per-talk-minute pricing
  • No risk to TT, we are responsible for scheduling
  • 30p per talk minute
  • Target talk time of 40 minutes per hour
  • OTE £12.00 per agent hour

 

 

6.4   Loyalty disconnections

 

Based on 60% of all traffic

  • 94 FTE
  • 10,932 hours per month
  • £19.85 base rate
  • £0-£5 bonus per hour paid quarterly based on TT KPIs
  • OTE £21.85 equates to
    • £6.50 per call handled

 

 

6.5   Loyalty TV disconnections > HULL

 

Based on 60% of all traffic

  • 102 FTE
  • 11,887 hours per month
  • £19.85 base rate
  • £0-£5 bonus per hour paid quarterly based on TT KPIs
  • OTE £21.85 equates to
    • £6.71 per call handled

 

 

6.6   Loyalty cancellations > HULL

 

Based on 100% of all traffic

  • 24 FTE
  • 2,792 hours per month
  • £19.85 base rate
  • £0-£5 bonus per hour paid quarterly based on TT KPIs
  • OTE £21.85 equates to
    • £5.03 per call handled

 

 

6.7   Live chat > Bucharest

 

100% of Sales live chat 

  • 20 FTE handling
  • 4x concurrent chats

100% of Loyalty live chat

  • 18 FTE handling
  • 4x concurrent chats
  • Flat rate price of 95p per completed chat

 

 

6.8   Social and community > HULL or BUCHAREST

 

100% of activity

  • Initial 11 FTE based in either Hull or Bucharest but expected to grow quickly
  • Flat £10 per hour in Bucharest
    • Equates to £1.47 per per post handled on stated volume / AHT
  • Flat £18.85 per hour in Bucharest
    • Equates to £2.76 per per post handled on stated volume / AHT

 

 

6.9   Correspondence and complaints > Stornoway & Hull

 
  • Retain existing operation in Stornoway
  • Take over existing lease and TUPE existing staff
  • Agree current costs plus 10% for management
  • Establish sister operation in Hull to give scalability and options post-2017
  • Future pricing to be agreed but to follow the ‘break-even-plus-quarterly-bonus’ model

 

 

6.10   Overall TT team at Clearanswer

 

Inbound new acquisition            105 FTE                                 Hull

Inbound upsell quadplay              70 FTE                                 Hull

Loyalty disconnections                   94 FTE                                 Hull

Loyalty TV disconnections           102 FTE                                 Hull

Loyalty cancellations                      24 FTE                                 Hull

Sales chat                                        20 FTE                       Bucharest

Loyalty chat                                     18 FTE                       Bucharest

Social and community                    11 FTE                    Buch / Hull

Field sales verification                   27 FTE                       Bucharest

Correspondence                           c80 FTE           Stornoway / Hull