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RACK Project Presentation

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  • Project RACK
  • Hey James, I think it is time to take our company to the next level.
  • KB Tool Project.
  • James, most of our issues in Dundalk new contact centre come from problems with KB tools.... We need to find a solution.
  • Project RACK
  • I am not sure.. Have you tried on E-Flipper, Candidate Services? Also have you checked on SDE or Salesforce?
  • E-Flipper, Candidate Services, USRWeb, SDE, Salesforce... Too many programs...
  • Where can I find this information?
  • Project RACK
  • Members from US, Dundalk, Kuala Lumpur and Gurgaon Offices.
  • Project RACK
  • Have you heard about the RACK Project? I think it is going to make our lives easier! Have you filled out the survey? It is very important to give our opinions.
  • Yes of course! I am so excited about this project!
  • After years of issues with the KB tools, James Lee and all of the Sr. Managers decided it was time to update, and possible consolidate our systems.
  • Project RACK
  • The Steering Committee realized that there were many KB Tools. CSR's in call centres around the world were having trouble finding information about exams and clients. So they decided to create a Project to find a solution.
  • Project RACK
  • August
  • Prometric created the Project RACK team to analyse the systems. Each member of the team is specialized in a different KB Tool and is located in different countries around the world.
  • Project RACK
  • Salesforce would be perfect for all of these!
  • RACK Team released a survey with all the teams to find out what were the issues they face on a daily basis. Teams were very engaged and we had a 70% participation rate.
  • Project RACK
  • During the last 5 weeks the RACK team has analyzed the different KB tools with a goal to create a unified KB tool. The new KB tool would be constructed from conclusions draw from the results of the survey.
  • With the aide of the Steering Committee, all of the members of Project RACK conducted meetings at times that would be suitable for everyone around the world.
  • After analyzing the results of the survey, and comparing the KB tools in use, it was decided that the SalesForce model would be the tool used to consolidate all of the other KB tools.
  • Salesforce uses cloud technology. The detailed search engine, user friendly image, and high speed search capabilities made it the most desirable option. Give personalised service based on customer contact history. Target, measure and improve key call centre metrics. Increase customer loyalty, retention and satisfaction.
  • Project RACK
  • That was easy! I book my exam really fast while I'm waiting for the bus!
  • I am so happy! Prometric staff was very helpful and pleasant!
  • Project RACK
  • I have to book my exam but I only know the name. Will I be able if I call Prometric?
  • With the new Salesforce tool it's very easy to find information. It makes my work easier!
  • Project RACK
  • Salesforce is very easy to update, each time a CSR see wrong information they flag it and send me a notification.
  • Project RACK
  • Now that this system is updated on a regular basis, the candidates seem to be much happier with our service.
  • I know! it is definitely more efficient and easier to use.
  • Candidates will receive current and updated information. Shorter phone calls. Won’t have to call back to complain. More pleasant phone call experience. Will gain confidence and feel empowered with information given after the call.
  • Project RACK
  • CSR's will have updated information on exams. Can locate information without necessarily knowing the client. Larger search engine & more user friendly. Shorter call times. Will be able to review one site instead of several. Update notifications can be sent.
  • Project RACK
  • More streamlined process for updating information. Can have a checks-and-balances system incorporated. Cost efficient because it is already in existence. Time efficient because information will only need to be imported or built upon. Smaller margin for error & easier to implement.
  • Project RACK
  • CSR's are now able to access and utilize the new KB tool. Their productivity level will increase with fewer complaints from the candidates. Also we have lower complains due to human errors.
  • Project RACK
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