In the CCC FY 18/19 All Hands Meeting ended not long ago, Zaifeng, CEO of Sunny Service reviewed the achievements we obtained in the first half year. Customer Call Center in Hefei has hit great achievement! It rebounded after hit bottom rock of deficit.
The office of SOC (Service Operation Center) is located at Lenovo Technology Harbor. Customer Contact Center has been established for over five years and bear witness the little “white office” built up to a great Technology Harbor Building. The building accommodates over 200 professionals, witnesses its glory and its gloomy. Now SOC has gradually achieved turnaround of ventures by signing up great deals with Loock and SEEWO and thanks for Lei Zhang’s hard work.
“SOC was almost gone broke when I first took over this part of business.” said by Lei Zhang, Head of SOC, senior manager of SUNNY SERVICE. He launched into endless talk about the business life cycle about SOC.
”We had a wonderful team building when we first broke even and started with earnings. We were so thrilled and even some of our shy girls drank a little.” Lei feels so proud. What exactly happened during this short 12 months while SOC has totally turned around from deficit to surplus?
In order to achieve break-even in the first half year, Lei first implemented cost saving. In order to get over with the downturn, cost saving is accumulated by saving of water, electricity, paper and be prepared for expansions. Happily, Lei says that no one has ever complained about it, and meet a sudden turn on business as everyone is in one team with one heart.
Except for cost saving, the establishment of Talent Group is also a concentration for the entire SOC. Reorganization give higher efficiency and the Talent Development Program builds solid foundation. We have sufficient confidence to welcome revolution. No matter cost control, or talent group, all is done for a better team operations and more capable of service delivery.
In the SOC FY18/19 All Hands Meeting, Lei presented a set of data including five star rate, FTR (First Time Resolution) rate as well as RTT (Average Response Time). During this half year, service five-star rate has achieved 93% stands above the other two online platform in Lenovo. With over 86% FTR, we are superior to others in PC industry and RTT with less than 20 seconds which out stands 30% of industry standard. Thanks to all the hard work by all members of SOC!
Good News with Victories, Capture clients with true heart
There are three parts of SOC, Lenovo’s traditional IOE, SUNNY SERVICE and MVS. First two parts already existed in our current service delivery with very limited opportunities to break through. New projects signed with Loock and SEEWO is our new business from MVS which contributed to 20% of revenue in this half year.
Lei is very proud of MVS cooperation, “we only spent 6 months from first got in touch and to finally went live with Loock. SOC provided excellent support for Loock to smoothly transfer from self-operation to BPO.
Fast and high quality of delivery wins the project with Loock. Loock increased customer service representatives and recognized our service quality a week after go-live. Two weeks after, SOC contracted all shift jobs for Loock, started Hefei SOC’s first 7*24 business.
Lei is very sure that “We don’t sell low price as our advantage. Our competitive advantage is to deliver our service in high quality.” With tremendous service experience accumulated, SOC always has better idea to serve our clients. We were fully prepared when first in touch with SEEWO and have a set of resolutions prepared before they even raise any questions. Things worked out so much smoother as we won customer’s trust by our professionalism.
WORD OF MARKETING, Build Up Soft Skill
When you walk into SOC building, people sitting in each cubical area. They are SUNNY’s online engineers, aka customer service. They sincerely serving each customers, thousands of users through calls, WeChat or Chat platform in Chinese, English and Japanese.
They are not cold robot to pick up phone calls. Jiajia Fu has over 2000 likes and adapted music from customer, she is definitely a web celebrity in position of engineer. Weijia Gong looks very shy but indeed very sweet to customers, he got customer’s likes by providing excellent service beyond expectation.
There are tons of millions of such cases in Hefei SOC and won good word of mouth in the industry, which represents our soft power.
Except for its professional and excellent delivery capability, SOC also works very hard on technology applications. In the latter half of the year, SOC will focus on building up capabilities on using of Artificial Intelligent, our platform will apply intelligent customer service to improve service process thus to increase competitive advantage.
In the future, SOC will concentrate on smart facilities and people intelligent training to provide more professional and skillful online service delivery for PC+, SIoT equipment vendors. By big data consolidations, online service, contact centers, we are empowering for traditional manufacture industries, the internet industries and provide better solutions as well as cost performance, this will be a larger, more powerful, effective service response process.