NGP_Customer_Care_Executive_7_Slides_RU_EN

1.

1. Бизнес-цель и объём работ
Build a controlled Customer Care model — not only outsource agents.
Цель
Каналы
Допущения
Единое окно поддержки для
NGP 21+
Консультации, сервис,
гарантия, жалобы
Каждый контакт → Case →
CRM → SLA
Voice / IVR
Web chat + messengers
Email
AI Voice + chatbot для
типовых сценариев
RU + KZ обязательно
Режим: extended hours; 24/7 как
option
Volumes: Base / Peak / Stress
MVP Day 1 → scale in 3–12
months
NGP Customer Care | RFP + operating model + supplier recommendation
1/7

2.

2. Целевая операционная модель
AI L0 → Operator L1 → Technical/Service L2 → Internal owner. CRM = single source of truth.
L0
AI / Bot
AI закрывает
FAQ
Статус Case
Простая диагностика
Сбор данных
L1
Operator
Оператор
закрывает
Сложные вопросы
Гарантия
Жалобы
Эмоциональный
клиент
NGP Customer Care | RFP + operating model + supplier recommendation
L2
Tech / Service
Control
Supervisor / QA
CRM
BI / KB
Сервис закрывает
Управление
Ремонт
Warranty decision
Технический RCA
Сроки сервиса
SLA / WFM
QA / coaching
KB governance
Monthly review
2/7

3.

3. Путь потребителя и типы обращений
From contact to resolution: identify → classify → resolve/escalate → close → learn.
1. Entry
Voice / Chat
2. Identify
Customer +
product
3. Classify
Reason code
4. Resolve
or escalate
5. Close
+ learn
Категории обращений
Пример guarantee case
Варианты ответа
Product information
Technical support /
troubleshooting
Warranty / service status
Complaints / escalations
Repeat & non-standard cases
Device не включается
AI/L1 делает диагностику
Если не решено → warranty
case
Сервис получает SLA +
данные
Solved remotely
Service appointment
Replacement / warranty review
Complaint escalation
Recovery call after negative
CSAT
NGP Customer Care | RFP + operating model + supplier recommendation
3/7

4.

4. Техническое задание для поставщиков
RFP must be practical: same requirements, same assumptions, comparable commercial offers.
Каналы + AI
Рабочее место
CRM fields
Security + launch
Voice inbound/outbound
IVR + skill routing
Chat / messenger / email
AI Voice / chatbot
Human handover
Unified desktop
Scripts + FAQ + KB
Call/chat recording
Reason codes
QA checklist
Customer ID
Product / serial
Warranty status
Case ID / priority
Diagnosis / action
Owner / SLA
Role access
Retention policy
Audit trail
BCP / DR
Pilot before go-live
NGP Customer Care | RFP + operating model + supplier recommendation
4/7

5.

5. SLA/KPI, контроль качества и отчётность
Measure outcome, not only speed. AHT is monitored, but FCR + CSAT + QA are more important.
SLA / KPI
Quality control
Reporting
Improvement loop
SL ≥80% / 20 sec
Abandon ≤5%
ASA ≤20 sec
FCR ≥75%
CSAT ≥85%
QA ≥90%
100% Case registration
100% recording if allowed
QA scorecard
Script compliance
Tech accuracy
Complaint audit
Calibration + coaching
Real-time dashboard
Daily KPI report
Weekly QA review
Monthly business
review
Top reasons + RCA
KPI gap
→ root cause
→ script / KB update
→ AI update
→ training
→ control result
NGP Customer Care | RFP + operating model + supplier recommendation
5/7

6.

6. Выбор поставщика и commercial proposal
Recommendation: TELECONTACT as primary launch partner; SMTER as benchmark / alternative bid.
TELECONTACT fit
Что покупаем
Pricing logic
Caveats
20+ years customer service
Inbound / outbound / chats /
email
UZOR + Framework + Omni
QMT + EVA + speech
analytics
ISO 9001-2016 / COPCaligned
Managed service
L1/L2 + supervisor + QA +
PM
Channels + reporting
CRM/API integration
Training + KB governance
Setup fee
FTE / hours
Voice minutes
Digital seats
Integration
AI option
24/7 premium
Volumes first
GenAI confirm
separately
Security due diligence
KZ 24/7 staffing
Warranty policy owned
by brand
NGP Customer Care | RFP + operating model + supplier recommendation
6/7

7.

7. Recommendation & 30-day launch plan
Select TELECONTACT if SLA, security, integration scope and commercial model are confirmed.
Решение
30 days
Day 1 ready
Shortlist: TELECONTACT +
SMTER
Recommended:
TELECONTACT
Reason: greenfield launch
maturity
Decision gates: SLA, price,
security, API
1–5: Discovery, volumes, CJM, RACI
6–10: KB, scripts, routing, CRM map
11–17: channels, reports, security, API
18–23: recruit, train, certify
24–27: pilot + stress test
28–30: go-live + hypercare
Channels live
RU/KZ team trained
Scripts + KB approved
CRM Case creation tested
Escalation matrix approved
SLA dashboard + QA active
Service owners assigned
NGP Customer Care | RFP + operating model + supplier recommendation
7/7