Significo

BACKGROUND

Please describe your company and position.

I am the Project manager of HŽPP

Describe what your company does in a single sentence.

Passanger transport by rail

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Significo to accomplish?

• providing information
• customer support

SOLUTION

How did you find Significo?

Other

Why did you select Significo over others?

• Pricing fit our budget
• Good value for cost

What was the size of Significo’s team?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

1.0 Introduction: In accordance with the Procurement Request, the HŽPP has defined the Subject of procurement: 

1. Providing information about: 
   1. Transport prices 
   2. Timetable 
   3. User terms and other services 
   4. Users of the Client's services through: 
      1. phone (incoming calls, callbacks and missed calls)  
      2. e-mail message (respond to queries received by users' e-mails at the informacije@hzpp.hr ) 
2. Updating the HŽPP website "Traffic situation" according to e-mails received from the HŽPP's operational centre 
3. Development of the Rules of Procedure of the Contact Centre by an economic entity containing instructions for the HŽPP related to the work of the Contact Center, communication rules, ways of solving problems, composition and exchange of reports and other guidelines for the successful functioning of the Contact Center 
4. Creating and sending statistics and analytics for all services provided on a weekly, monthly and annual basis. 
5. Keeping records of the quality of work of agents in the contact center 
6. Keeping records of escalations and complaints 

1.1 Preparing agents to work in the contact center: Given that the cooperation continued from the previous year without interruption of the contractual obligation, agents with experience in the work will continue to work in the contact center, so the education of employees was not carried out as at the beginning of the cooperation. 

The process of preparing agents for work at the beginning of cooperation is listed below in this document. In accordance with the needs of HŽPP, the first phase of the beginning of cooperation was started with the preparation of agents for work in the contact center. This procedure represents the standards of work of the Significo in coordination with the HŽPP. 

2.0 Operational part: The operational part that resulted in the successful start of the cooperation is shown through the workflow of activities and a list of technical specifications of the merger.

2.1 Workflow before start of work: Description of activities:

• Step 1: Sending agent education materials 
• Step 2: Selection of candidates 
• Step 3: Agent education 
• Step 4: Agent Testing 
• Step 5: Installation of mail informacije@hzpp.hr 
• Step 6: Installation of e-mail hzppkontaktcentar@significo.hr for Telegrams 
• Step 7: INSTALL VPN 
• Step 8: Install share folders for e-maps 
• Step 9: Access to PayWay 
• Step 10: Manageengine access to raise incidents 

2.2 Technical specifications of the merger: Description of activities: 

1. Request for relocation of the telephone exchange to Significo (Jastrebarsko-PCK) headquarters 
2. Switchboard relocation- cabling hw equipment 
3. Set up forwarding of incoming calls from A1 and THT switchboards to Significo 3cx switchboard 
4. Creating a SIP trunck on a 3cx switchboard 
5. Creating Queue in 3cx – 060 number 
6. Creating Queue in 3cx – 01 number 
7. Adding agents and their extensions to hž 3cx Queue group 
8. Setting up an IVR message and VMS (out of hours) secretary 
9. Call Testing (Dorade) 
10. Production of the headquarters 

2.3 Monitoring the quality of the work of agents in the contact center: In accordance with the needs of the client, a unified protocol for monitoring the quality of work of agents in the contact center has been introduced by listening to calls and reviewing e-mails. A protocol for monitoring the quality of agent work is defined, which follows below: 

Given that the HŽPP's request prescribed less than 2% of incorrect responses on the sample that measures the quality of the service provided, an adjusted rating rank is prescribed, namely 1 (completely incorrect answer), 2 (partially correct answer) and 3 completely correct answer. 

Given that 5 categories are evaluated according to the defined rules, the total score for one call is taken by taking the arithmetic mean of 5 grades for each category separately. Request from the contracting entity – the incorrect answer relates to the fourth category to be assessed, called the Accuracy of the information provided. 

Given that the entire average is taken in 4 more categories, the total average on the sample of 20% of listened calls was obtained according to the following calculation: 2% of 100 calls = 2 calls 2% of 500 ratings (5categories*1rating*100 calls) *20% = 0.2 share of incorrect answers 3.00 maximum rating – 0.2 share of incorrect answers = 2.8 

In accordance with the HŽPP's request, it is defined that the quality that the contact center must deliver is at least 2.80. The average is calculated by taking the average of all average grades on a sample of 20% of the total number of interactions. A document is defined in which records of all ratings are made, which accumulate weekly, monthly and quarterly quality assessments of agents' work. 

2.4 Records of escalations and reclamations: In accordance with the needs of the client, a unique record of escalations and complaints related to the work of agents in the contact center has been introduced. The report with records of escalations and complaints is delivered once a week on Tuesdays until 12h for the previous week, and the report is delivered to the coordinator of the contact center. The following elements are recorded in the records: 

• Ordinal 
• Type (Escalation/Reclamation) 
• Date of arrival 
• Description of escalation/reclamation 
• An investigation process involving:
  • Listen to calls 
  • E-mail review 
  • Overview of available information 
  • Request for additional information 
  • Send reminders 
  • Conversation with an agent 
  • Consultations with HŽPP department 
  • Defining statements 
  • Additional process 1 
  • Additional Process 2 
• Description of processing and escalation/reclamation solutions 
• Date processed and replied 

The primary goal of this record is to monitor and record escalations and complaints week after week in order to assess and evaluate the process of submitting information and instructions for agents in the contact center as well as their understanding and application in calls and e-mails. 

Also, certain processing depends on third parties and other departments outside the contact center and through this record the speed of reaction for individual escalation or complaint is monitored. 

3.0 Information protocol: Protocol for collecting inquiries and providing information: 

1. The agent receives an inquiry 
   1. The agent knows the answer 
   2. The agent doesn't know the answer
2. The agent draws up the answer
   1. The agent consults with other agents on shift 
      1. The agent got the deal, moves to 3.1 
      2. The agent did not receive a response, moving to 3.3 
   2. The agent consults with the manager 
      1. The agent received a response, moving to 3.1 
      2. The agent did not receive a response, moving to 3.4 
   3. Agent contacts HŽPP 
      1. The agent received a response, moving to 3.1 
      2. The agent did not receive a response, the query goes into escalation 
3. Agent responds to inquiry: All inquiries are checked according to the available information found on the www.hzpp.hr, incoming telegrams and HŽ Live Dashboard , which is updated on a daily basis. 

4.0 Operational protocol: Input information: Description of activities:

• Timetable inquiry (internal/international) 
  • Active listening to passengers 
  • Understanding passengers 
  • Check query details by: 
    • Timetable 
    • Current telegrams 
  • Providing passenger information about the timetable:
    • travel time 
    • train number 
    • travel price (if the traveler asks) 
• Travel price inquiry (domestic/international) 
  • Active listening to passengers 
  • Understanding passengers 
  • Inquiry about the time and date of travel 
  • Check query details by: 
    • Timetable
    • Current telegrams
  • Providing price information according to available information 
    • for international transport communicate the price from xy euros. 
• Inquiry about subscription tickets 
  • Active listening to passengers 
  • Understanding passengers (defining passenger status: student, pensioner, worker, etc.)
  • Check ing Plans 101
  • CheckIng Plan 102
  • Check Ingrate 103
  • Communicating a smart ID
  • Communicating profiles on the card
  • Communication on profile status and validity verification for travellers already with a smart card and profile
  • Communicating the price of a subscription ticket Proforma invoice inquiry
  • Receive a query
  • Understanding queries (collecting all the necessary details and information)
  • Price calculation according to tariffs 101, 102 and 103
  • Creating a proforma invoice according to the received template
  • After saving the PDF document, send the passenger to the original inquiry a reply with a proforma invoice. 
• Passenger complaint 
  • Active listening to passengers 
  • Providing information to send the complaint to the reklamacije@hzpp.hr 
• Lost things
  • Active listening to passengers
  • Understanding queries
  • Instructions for lost items according to the available information: 
    • filling out the form 
    • sending an e-mail to informacije@hzpp.hr 
    • forwarding the form on the operation
    • After response, feedback to the passenger 
    • If the traveler does not have access to the Internet, the agent fills out the form, sends to the operation, after receiving feedback, reports to the traveler 
• Inquiries about actions
  • Active listening to passengers
  • Understanding queries
  • View available information on the www.hzpp.hr/ponude_i_usluge/Akcijske_ponude
  • Giving information to a traveler 
• Benefits inquiries
  • Active listening to passengers
  • Understanding queries
  • View available information on the http://www.hzpp.hr/pogodnosti?m=453&mp=321
  • Providing information to the traveler 
• Inquiry about traffic conditions
  • Active listening to passengers
  • Understanding queries
  • View available information on the https://www.hzinfra.hr/
  • Providing information to the traveler 
• Return inquiry
  • Active listening to passengers
  • Understanding queries
  • Check ing the right to a refund
  • E-ticket review, Sparkpost, e-folder
  • Providing information to the traveler
  • After the approval of the refund, the agent informs the passenger that the cancellation has been approved and that it is necessary for the traveler to send an e-mail to the informacije@hzpp.hr in order to find the ticket in the sales system and send it 
• Traffic situation 
  • Agent receives telegram
  • Understanding telegrams
  • Depending on the type of information, the content of the telegram is formatted into text acceptable to hžpp standards, and publishes this text on the web, Traffic situation

Every morning it is necessary to update the page to see the date and time of the update of the page. The goal of achieving SLA Activity Goal to download Priority Incoming call 10 seconds 1 Receiving a telegram 10 minutes* 2 Publish to the web 10 minutes 3 Incoming mail 60 minutes 4 * - 10 minutes is the time it takes for the agent to pick up the telegram, which begins to run from the moment the active call ends.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

satisfactory quality of provided service

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The response to any request was within a reasonable time. They provide us with support in specific situations. All set deadlines are respected.

What was your primary form of communication with Significo?

Email or Messaging App

What did you find most impressive or unique about this company?

reliability

Are there any areas for improvement or something Significo could have done differently?

No