SERVICES. Supplier shall perform the following Services:
Field Services and Parts:
Technical phone support for field services, parts, and Remote Services (both Industrial and Turbine) requests from Customers; including answering calls, assessing caller needs, and determining corrective action.
Response to incoming phone calls, email, and general communication through Company-facilitated collaboration tools.
Case creation and management for warranty equipment issues.
Field engineering dispatch, parts fulfillment, and quality surveys.
Support to "Know Your Customer" and "Customer Master File" processes.
Parts sales, including meeting or exceeding yearly volume growth targets.
Installed Base entry and management.
Obtaining and uploading Field Service Reports
Key Responsibilities:
Receive internal and external requests for quote.
Support part requests for: Switchgear, breakers, transformers, drives and motors.
Forward quote to Customer
Receive purchases orders.
Book orders in ERP
Track order throughout the process to ensure requested materials/service are delivered to requesting customer within the quoted time frame.
The following is a list of activities to be performed. It is understood by both Company and Supplier that this list is illustrative, not exhaustive:
Scope
Call Center will provide basic L1 support for incoming calls (in English only)
will provide Call Center access to the GE applicable business unit instance.
Center will not have access to the GE business unit instance of SFDC.
Center will be the first point of contact for phone and email support to GE business unit external and internal Customers globally as well as the GE FT Wayne 800 number support, Salem Remote Diagnostic Support and Controls Connect 800 number support
Case creation, case dispatch, and escalation as per SOPs defined by GE business unit and existing Remote Diagnostics Service process.
activities on calls, cases and dispatches
of metrics monthly (calls and cases)
Center will support all SOPs created by GE business unit for case management and Customer support.
Center will train all agents on new SOPs when defined and provided by applicable GE business unit Power Conversion SLA Terms
Speed to Answer (ASA) = less than 30 seconds
Rate Over 30 Seconds = less than 5% per month
Routing Accuracy = greater than 95%
Power Conversion Volume
Cases created by the current Call Centre currently range between 800 - 1400 per month.
Supplier shall maintain service coverage 24 hours a day, 365 days per year. Supplier shall be responsible to determine the appropriate amount and schedule of resources to support service and meet Company deliverables under this Statement of Work. At the time of this Statement of Work's writing, the call volume is approximately 2000 incoming calls per month, and 2000 outgoing calls per month.
DELIVERABLES.
Supplier shall deliver the following Deliverables:
Customer call abandon rate must be kept below 5%.
Method: Review system-generated reports on a monthly basis or as needed
Customer call answer time must be less than 30 seconds.
Method: Review system-generated reports on a monthly basis or as needed
Quality rating of 90% or better
Method: Complete bi-monthly audits of case creation
Random call monitoring
Method: Complete weekly unscheduled and random call monitoring for call quality
Drive and implement process improvements as needed.
Hire and retain top talent to support deliverables under this Statement of Work
Supplier shall work towards a goal of maintaining maximum yearly attrition rate under 12% and replace resources in a timely manner whenever attrition occurs.
Voluntary displacement of resources such as team size adjustments due to productivity enhancements, as well as other changes approved or requested by the Company, will not be considered as attrition.
Supplier will provide statistical information and progress reports on services provided as requested.
Recording 100% incoming and outgoing calls is required. Call Recordings are to be kept for a minimum of 2 weeks.
Screenshot capturing is required during calls. Screen recordings are to be kept for a minimum of 2 weeks.
Required Skillset
The following are the minimal skills that shall be noted for determining qualified candidates to perform in this Statement of Work. Supplier shall use this list as part of its selection and recruitment process for this Statement of Work.
High school diploma (for US-based resources)
College degree (required for non-US resources)
Ability to effectively work in a high volume, quick response environment.
Excellent oral and written communication skills (English; other languages only as required by Company in writing to support growth outside the United States)
Ability to listen, understand, follow up on and resolve customer requirements.
Passion for customer service and innovation
Proficiency in MS Office, MS Outlook, Internet Explorer