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Dell Technologies Ltd - Support Department of the Year

Gold Stevie Award Winner 2018, Click to Enter The 2019 International Business Awards

Company: Dell Technologies Ltd., Bangalore, India
Company Description: Listen. Learn. Deliver. That’s what we’re about. Dell empowers countries, communities, customers and people everywhere to use technology to realize their dreams. Customers trust us to deliver technology solutions that help them do and achieve more, whether they’re at home, work, school or anywhere in their world. Learn more about our story, purpose and people behind our customer-centric approach.
Nomination Category: Support Categories
Nomination Sub Category: Support Department of the Year

Nomination Title: Dell Technologies | Regional Contact Center Shared Services (RCSS)

Tell the story about what this nominated department has achieved since 1 January 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

Regional Contact Center Service Shared Services (RCSS) aims at reducing customer and agent effort by delivering simple, efficient and reliable solutions that create value for our customers.

Our Mission is to:

-Reduce customer effort with digital transformation and automation
-Simplify steps for the front line agents by designing tools and processes that are easier to understand and use
-Enabling Technology Solution
-Eliminate error opportunities in order to maximize efficiencies and reduce costs

How Are We Engaged?

RCSS is responsible for creating, sharing, using and managing the knowledge and information of the organization

-We develop the policies and procedures – Design and Refinement
-We provide business intelligence that enables smarter decisions
-We publish reports to improve business performance and make data driven business decisions to determine priority
-Deploy tools for the Job

RCSS’s day to day operational process is governed and led by the Program Mangers, Process Leads and Data Analysts who provide daily analytics to operations and are responsible for following deliverables:

Daily CX Analysis:
-Defect/Failure Analysis
-Preventive Actions
-Feedback to Floor

Daily Huddle:
-Feedback to Floor
-Health of Business
-Issue Resolution
-Tools Feedback

-Weekly Review with Business Managers & Process Director
-Fortnightly Review with Site Director
-Interlocks with L3, Warranty Cost, Resolution, Executive Escalations
-Publish process improvements and process updates communications
Check health of the Floor and audit

Drove CX / NPS while reducing customer effort through flawless execution of delivery action plans and regular governance.

Drove standardization through “Call Flow Simplification.” This program was aimed at standardizing the call flow while interacting with the customer on the phone and to eliminate waste and non-value added activities from the call flow. Value stream mapping was done to target the right areas for improvement. Some of the opportunities found from value stream mapping were:

-94% of the times the customer’s email address on the account does not change, so there is no need to verifying the email address if it’s already listed on the customer’s account
-92% of the times phone number for the customer does not change, so there is no need to verifying the phone number at the beginning of the call if it’s already listed on the customer’s account
-Embraced Smart ID – A simplified way to do the customer verification and immediately address the issue customer has called in for

Overall the “Call Flow Simplification.” helped in optimizing the customer & agent experience by reducing overall effort. It resulted in faster resolution time, increased the efficiency of the front line agent, and it freed the agents to focus on what they do best: empathize, troubleshoot, manage complexity, and make human connections that build better relationships. Additionally, it also helped in AHT (Average Handle Time) reduction by 2.5 minutes.

Automated to simplify support through “Scrub Automation” Our Front line support team members have been putting strenuous effort on governance scrubs and defect RCA reviews to ensure we achieve perfect resolution and customer experience. In an effort to simplify & reduce this effort, we aspired to map human mind to an algorithm and Scrub Automation Program was initiated. Machine Learning algorithms and Advanced Text Mining have been amalgamated with our existing skills of SQL & BI reporting, to empower FLS with a daily dashboard with detailed actionable intelligence to micro manage daily governance as well as performance analytics with a never before capability for charting out business action plans and training need identification of team members without spending hours to review all cases. Following were key wins of the program:

-75% of time spent by FLS on manual scrubs saved. (40k Man hours saved annually)
-Health Quantification System – bringing attention where needed
-Standardized Population scrubs
-Effective Business Compliances and holistic analytics for data driven business decision making
-Successfully deployed SA 2.0 development
-Successfully launched Premium Support Plus Service Offer
-Win10 RS2 readiness
-Gaming Support preparedness
-LITMUS alignment

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated department since the beginning of 2017 (up to 150 words).

-Drove standardization through “Call Flow Simplification.”
-Automated to simplify support through “Scrub Automation”
-Successfully deployed SA 2.0 development
-Successfully launched Premium Support Plus
-Win10 RedStone2 Tech Support readiness
-Gaming Support Readiness
-Knowledge Tools - LITMUS, 3Q5M