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    Coca Cola 050906

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    Kirill Komarov
    The CCNG Network Meeting summary is as follows: 1. CCNG handles sales, customer service, and equipment service calls for Coca-Cola's six US business units and employs over 74,000 people operating facilities across North America. 2. CCNG started in 2003 focusing on sales and has since expanded to over 400 employees handling over 77,000 calls per week across multiple locations. 3. CCNG uses a technology suite including workforce scheduling, call monitoring, customer databases, and a customer support ticketing system to optimize sales and service performance.

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    Coca Cola 050906

    Uploaded by

    Kirill Komarov
    6 views15 pages
    The CCNG Network Meeting summary is as follows: 1. CCNG handles sales, customer service, and equipment service calls for Coca-Cola's six US business units and employs over 74,000 people operating facilities across North America. 2. CCNG started in 2003 focusing on sales and has since expanded to over 400 employees handling over 77,000 calls per week across multiple locations. 3. CCNG uses a technology suite including workforce scheduling, call monitoring, customer databases, and a customer support ticketing system to optimize sales and service performance.

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    The CCNG Network Meeting summary is as follows: 1. CCNG handles sales, customer service, and equipment service calls for Coca-Cola's six US business units and employs over 74,000 people operating facilities across North America. 2. CCNG started in 2003 focusing on sales and has since expanded to over 400 employees handling over 77,000 calls per week across multiple locations. 3. CCNG uses a technology suite including workforce scheduling, call monitoring, customer databases, and a customer support ticketing system to optimize sales and service performance.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    6 views15 pages

    Coca Cola 050906

    Uploaded by

    Kirill Komarov
    The CCNG Network Meeting summary is as follows: 1. CCNG handles sales, customer service, and equipment service calls for Coca-Cola's six US business units and employs over 74,000 people operating facilities across North America. 2. CCNG started in 2003 focusing on sales and has since expanded to over 400 employees handling over 77,000 calls per week across multiple locations. 3. CCNG uses a technology suite including workforce scheduling, call monitoring, customer databases, and a customer support ticketing system to optimize sales and service performance.

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    CCNG Network Meeting

    May 9, 2006
    The world’s largest marketer,
    producer and
    distributor of Coca-Cola products.

    • We operate in 46 U.S. states, Canada, Belgium,


    continental France, Great Britain, Luxembourg,
    Monaco and the Netherlands
    • We employ 74,000 people and operate 431 facilities,
    54,000 vehicles and 2.4 million vending machines,
    beverage dispensers and coolers
    How We Got Started

     Made/took first call in July


    2003
     Primary focus was sales
    with service being a logical
    fit
     Started with less than 50
    employees
     Moved into the building
    during construction
     Converted a division every
    two months
     Implemented four major
    solutions during the first
    year
    Customer Development
    Center Functions

    The CDC handles three major functions


    for CCE’s six U.S. business units:
    Inside Sales Outbound
    Equipment Service Call Handling
    Inbound
    Customer Support Call Handling
     We act as an extension of our field sales teams
     We provide professional account management services
     We provide one point of contact for our customers
     Our goals: Drive Sales Performance
    Revolutionize Customer Support
    Generate Savings & Efficiencies
    Center Locations

    Northeast
    Mid West
    West
    Great Lakes

    Annapolis

    Southwest Southeast

    Annapolis – 99 employees
    Tampa – 389 employees
    Tampa
    Open – 365 6am to 3am
    Operating Structure

    VP, Customer
    Development
    (Nita Pennardt)

    Customer
    SALES OPERATIONS FINANCE HR
    Support
    (Christine Dodge) (Glenn Gemmill) (Matt Hoffer) (Stormy Brown)
    (Bob Canino)

    Cross-
    Training Customer Action Center
    Specialized Sales Customer Workforce Annapolis
    Sales Teams Operations Service Development (Maria Klug)
    Integration
    Training & Quality Workforce
    Communication Assurance Optimization
    Customer Service
    Overview

    Distribution
    Product
    Service
    Support
    Call Types CSR Repair
    Customer or
    Consumer

    Customer
    Support
    Customer Support
    Overview

    CDC Answers Customer Call


    Live, Quickly, Professionally
    Captures Customer Request
    Sends a Customer Support
    Ticket

    Historical CST Data is


    Analyzed CDC and Field
    Collaborate to
    Determine System
    Improvements to Better
    Serve our Customers Field Receives a Customer
    Support Ticket Via
    Preferred Method - E-mail,
    Text Page, Voice Mail

    Field Contacts CDC


    to Close Ticket and
    provide closing Field Contacts
    comments CDC Customer Sets
    Tracks & Reports Expectation to Meet
    Customer Requests Customer’s Request
    Inside Sales Overview

    ISR

    Customer

    24/48 hr

    Distribution
    Technology Suite

    A comprehensive solution providing tools to understand and proactively deliver the skills,
    knowledge and information required for optimal sales and customer service performance

    A workforce scheduling tool used to staff the right people in the right place at the right
    time

    A call monitoring and recording tool used to identify and address global as well as agent-
    specific quality improvement opportunities

    Interaction Center provides agents with the customer, transaction, and product
    information they need to deliver quality service

    Internally developed front end web application that allows inbound agents to quickly
    review customer information and satisfy customer requests
    At A Glance
    March 2006 YTD

     Supporting 305 Sales Centers, 1,445 Sales Routes


    and 265,271 active inside sales customers
     21.2 million bottle/can cases
     9.5 million gallons in fountain sales
     Averaging 472,300 cases per day, generating over
    $4.5 million in revenue per day
     Taking over 77,000 inbound calls per week
     CDC Transaction volume:
    – Sales – 58%
    – Service – 23%
    – Support – 19%
    At A Glance
     Supervisor to agent: 1 to 15
     Supervisor to lead: 2 to 1
     WFA to agent: 1 to 78
     QA to agent: 1 to 70
     Monitors to agent per month: 4 - 8
     Trainers to agent: 1 to 81
     Annual Turnover: 50%
     Casual Dress
     New Hire Training: 4 weeks (2 in nesting)
     Majority FT employees
     Hiring done through CCE Direct, Adecco and Spherion
    At A Glance
    Performance Goals

     Customer Service Goals


     Service Level 80/20
     Abandon Rate < 3%
     Adherence > 95%
     AHT no goal
     Inside Sales Goals
     Calls Processed per Hour
     Orders Captured per Hour
     New Brand/Product Penetrations
     Average Cases per Order
    Continuous Improvement
    Process
    Action Stream Support Organization
    Identify Opportunities Quality Monitors/Error
    Processing/FISH Box Suggestions

    Coach Employees Supervisors


    Review Top Errors and Quest Council
    Determine Training

    Develop Training Content Interactive Learning Development


    (Knowlagent) or Training (Refresher
    Training, Quest E-mails)

    Review & Approve Content Content Review


    Schedule Training Work Force
    Review Training Quest Council
    Participation &
    Comprehension
    Turnover Strategy
    TalentKeepers

    Agent Perfect
    Lifespan Attendance

    Employee Knowlagent
    Referrals Recruiting
    &
    Selection

    Language Differential

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