today’s the day when we all should understand why there are some successful
understand why there are some successful
understand why there are some successful people and some who is not understanding
people and some who is not understanding
people and some who is not understanding the concept of change is the mystery of
the concept of change is the mystery of
the concept of change is the mystery of many people today ladies and gentlemen
many people today ladies and gentlemen
many people today ladies and gentlemen in today’s session I’ll be taking you
in today’s session I’ll be taking you
in today’s session I’ll be taking you through my journey of change it all
through my journey of change it all
through my journey of change it all started when I have graduated from the
started when I have graduated from the
started when I have graduated from the American University of Sharjah back in
American University of Sharjah back in
American University of Sharjah back in 2006 School of Engineering and joined
2006 School of Engineering and joined
2006 School of Engineering and joined the renowned organization as an engineer
the renowned organization as an engineer
the renowned organization as an engineer here in the UAE I thought it’s going to
here in the UAE I thought it’s going to
here in the UAE I thought it’s going to be fun I’m going to implement what they
be fun I’m going to implement what they
be fun I’m going to implement what they have learned in school and try to excel
have learned in school and try to excel
have learned in school and try to excel and improve in this organization but
and improve in this organization but
and improve in this organization but unfortunately it all tend to be a
unfortunately it all tend to be a
unfortunately it all tend to be a disaster I entered the culture what is
disaster I entered the culture what is
disaster I entered the culture what is the boss is always right
the boss is always right
the boss is always right I cannot improve anything I cannot try
I cannot improve anything I cannot try
I cannot improve anything I cannot try to change anything because my only way
to change anything because my only way
to change anything because my only way to excel is to please the boss so I
to excel is to please the boss so I
to excel is to please the boss so I thought what shall I do I always had to
thought what shall I do I always had to
thought what shall I do I always had to say yes you may do this inshallah made
say yes you may do this inshallah made
say yes you may do this inshallah made make this happen
make this happen
make this happen inshallah he made kill yourself I was
inshallah he made kill yourself I was
inshallah he made kill yourself I was about to say inshallah you know I mean
about to say inshallah you know I mean
about to say inshallah you know I mean all strengths are attaching me I reached
all strengths are attaching me I reached
all strengths are attaching me I reached to a very critical situation I didn’t
to a very critical situation I didn’t
to a very critical situation I didn’t know what to do
know what to do
know what to do shall I continue in my comfort zone or
shall I continue in my comfort zone or
shall I continue in my comfort zone or break all the strings and face my fear
break all the strings and face my fear
break all the strings and face my fear an opportunity came across to join a big
an opportunity came across to join a big
an opportunity came across to join a big company and learn how to change stuff in
company and learn how to change stuff in
company and learn how to change stuff in organization I thought why I don’t take
organization I thought why I don’t take
organization I thought why I don’t take this opportunity and go accordingly I
this opportunity and go accordingly I
this opportunity and go accordingly I joined the company called Mackenzie
joined the company called Mackenzie
joined the company called Mackenzie Mackenzie is a global consulting firm
Mackenzie is a global consulting firm
Mackenzie is a global consulting firm who served as advisor for business and
who served as advisor for business and
who served as advisor for business and government they solve problems
government they solve problems
government they solve problems but in very large scale I also thought
but in very large scale I also thought
but in very large scale I also thought it going to be fun you know genican
it going to be fun you know genican
it going to be fun you know genican company being an advisor coming back go
company being an advisor coming back go
company being an advisor coming back go to the government say I’m advisor can
to the government say I’m advisor can
to the government say I’m advisor can solve problems but again it not as
solve problems but again it not as
solve problems but again it not as expected I had to go through an
expected I had to go through an
expected I had to go through an extensive training working 12 to 16
extensive training working 12 to 16
extensive training working 12 to 16 hours daily basis in the weekend it
hours daily basis in the weekend it
hours daily basis in the weekend it holidays Milan study communication
holidays Milan study communication
holidays Milan study communication skills leadership skills organizational
skills leadership skills organizational
skills leadership skills organizational change
change
change I literally hated every minute of that
I literally hated every minute of that
I literally hated every minute of that training but I told myself made this is
training but I told myself made this is
training but I told myself made this is what you asked for
what you asked for
what you asked for suffer today and live live as a champion
suffer today and live live as a champion
suffer today and live live as a champion for the list of rest of your life
for the list of rest of your life
for the list of rest of your life accordingly I continued for six months
accordingly I continued for six months
accordingly I continued for six months of extensive training development and
of extensive training development and
of extensive training development and real-time project and after six months I
real-time project and after six months I
real-time project and after six months I got my first live project it was like
got my first live project it was like
got my first live project it was like you know unleashing the beast inside me
you know unleashing the beast inside me
you know unleashing the beast inside me yes this is what I was planning to do
yes this is what I was planning to do
yes this is what I was planning to do when what I dreamt of long time ago they
when what I dreamt of long time ago they
when what I dreamt of long time ago they called me you need to go to a telecom
called me you need to go to a telecom
called me you need to go to a telecom company in the Middle East and transform
company in the Middle East and transform
company in the Middle East and transform their call center they have a very bad
their call center they have a very bad
their call center they have a very bad customer service and they are trying to
customer service and they are trying to
customer service and they are trying to buy a new system to implement it on that
buy a new system to implement it on that
buy a new system to implement it on that call center again I thought is going to
call center again I thought is going to
call center again I thought is going to be fun
be fun
be fun I went to the call center and I found
I went to the call center and I found
I went to the call center and I found that they are trying to bring a
that they are trying to bring a
that they are trying to bring a ready-made system unfortunately the
ready-made system unfortunately the
ready-made system unfortunately the employees thinking that the management
employees thinking that the management
employees thinking that the management thinking that this is the best system
thinking that this is the best system
thinking that this is the best system could we could apply it’s just from
could we could apply it’s just from
could we could apply it’s just from their offices we found the new system
their offices we found the new system
their offices we found the new system nice feature let’s apply it I spoke to
nice feature let’s apply it I spoke to
nice feature let’s apply it I spoke to the CEO and told him dear just give me
the CEO and told him dear just give me
the CEO and told him dear just give me one week let me live in that call center
one week let me live in that call center
one week let me live in that call center search what’s going on learn how they
search what’s going on learn how they
search what’s going on learn how they work until you will have this is the
work until you will have this is the
work until you will have this is the best solution or not of course he’s the
best solution or not of course he’s the
best solution or not of course he’s the CEO he didn’t accept
CEO he didn’t accept
CEO he didn’t accept how come a guy coming just his trainee
how come a guy coming just his trainee
how come a guy coming just his trainee trying to tell me what to do I told them
trying to tell me what to do I told them
trying to tell me what to do I told them okay just give me two days okay you got
okay just give me two days okay you got
okay just give me two days okay you got your two days I went to the call center
your two days I went to the call center
your two days I went to the call center stage for two days and what I found is
stage for two days and what I found is
stage for two days and what I found is the following ladies and gentlemen the
the following ladies and gentlemen the
the following ladies and gentlemen the customer calls the call center a
customer calls the call center a
customer calls the call center a frontline agent will answer his call hi
frontline agent will answer his call hi
frontline agent will answer his call hi how are you how I can help you
how are you how I can help you
how are you how I can help you the customer will tell him it’s either I
the customer will tell him it’s either I
the customer will tell him it’s either I have a problem with my phone or I have a
have a problem with my phone or I have a
have a problem with my phone or I have a problem with the billing of my phone or
problem with the billing of my phone or
problem with the billing of my phone or I have something related to sage they
I have something related to sage they
I have something related to sage they didn’t give me the full product or
didn’t give me the full product or
didn’t give me the full product or something they will leave a complaint
something they will leave a complaint
something they will leave a complaint tried to help him they cannot they will
tried to help him they cannot they will
tried to help him they cannot they will transfer the company transfer the
transfer the company transfer the
transfer the company transfer the complaint to a back office agent who
complaint to a back office agent who
complaint to a back office agent who will try again to solve it offline but
will try again to solve it offline but
will try again to solve it offline but being on the phone 90% of the they
being on the phone 90% of the they
being on the phone 90% of the they couldn’t solve the problem because they
couldn’t solve the problem because they
couldn’t solve the problem because they don’t have the expertise and they don’t
don’t have the expertise and they don’t
don’t have the expertise and they don’t have the tools accordingly
have the tools accordingly
have the tools accordingly the problem will move either will move
the problem will move either will move
the problem will move either will move outside the call center either the
outside the call center either the
outside the call center either the finance team will try to solve it or a
finance team will try to solve it or a
finance team will try to solve it or a technical team on sales team assuming
technical team on sales team assuming
technical team on sales team assuming the problem was just finance finance
the problem was just finance finance
the problem was just finance finance will try to solve it two days the
will try to solve it two days the
will try to solve it two days the problem laying there in their inbox they
problem laying there in their inbox they
problem laying there in their inbox they are sleeping I don’t know what they are
are sleeping I don’t know what they are
are sleeping I don’t know what they are doing having all the distractions will
doing having all the distractions will
doing having all the distractions will come back to the back of his agent with
come back to the back of his agent with
come back to the back of his agent with a solution the back-office agent will
a solution the back-office agent will
a solution the back-office agent will wait for it one or two days then they
wait for it one or two days then they
wait for it one or two days then they will get back to the front eight front
will get back to the front eight front
will get back to the front eight front agent they will tell them that we solve
agent they will tell them that we solve
agent they will tell them that we solve the problem please inform the customer
the problem please inform the customer
the problem please inform the customer they will schedule the call it will be
they will schedule the call it will be
they will schedule the call it will be in the same day next day I don’t know
in the same day next day I don’t know
in the same day next day I don’t know maybe after three or four days they will
maybe after three or four days they will
maybe after three or four days they will get the back to the customer however the
get the back to the customer however the
get the back to the customer however the customer is not happy why he’s waiting
customer is not happy why he’s waiting
customer is not happy why he’s waiting 10 days for his mobile to work can you
10 days for his mobile to work can you
10 days for his mobile to work can you imagine
imagine
imagine but let me tell you he is a very lucky
but let me tell you he is a very lucky
but let me tell you he is a very lucky customer why because what I found
customer why because what I found
customer why because what I found happening most of the time that the
happening most of the time that the
happening most of the time that the complaint will go to fine us finance
complaint will go to fine us finance
complaint will go to fine us finance would say it’s not our job we’ll come
would say it’s not our job we’ll come
would say it’s not our job we’ll come back to back office to move against it
back to back office to move against it
back to back office to move against it they will say it’s not our fault it will
they will say it’s not our fault it will
they will say it’s not our fault it will go again to back office they will say
go again to back office they will say
go again to back office they will say it’s not our problem
it’s not our problem
it’s not our problem go back to sales back to back office and
go back to sales back to back office and
go back to sales back to back office and what we’ll have
what we’ll have
what we’ll have KU’s of communication nobody’s speaking
KU’s of communication nobody’s speaking
KU’s of communication nobody’s speaking to each other nobody knowing what’s
to each other nobody knowing what’s
to each other nobody knowing what’s going on
going on
going on and at the end customer exactly forty
and at the end customer exactly forty
and at the end customer exactly forty days and no solution yet I thought it’s
days and no solution yet I thought it’s
days and no solution yet I thought it’s going to be fine okay I went to the CEO
going to be fine okay I went to the CEO
going to be fine okay I went to the CEO and told him I need to do changes we
and told him I need to do changes we
and told him I need to do changes we cannot rely on those teams he said no
cannot rely on those teams he said no
cannot rely on those teams he said no this is our way of work you cannot
this is our way of work you cannot
this is our way of work you cannot change anything
change anything
change anything okay I told them please I’ll take all
okay I told them please I’ll take all
okay I told them please I’ll take all the risk and responsibilities
the risk and responsibilities
the risk and responsibilities just give me one guy of every team let
just give me one guy of every team let
just give me one guy of every team let me do a pilot experiment my theory and
me do a pilot experiment my theory and
me do a pilot experiment my theory and we’ll see later on if I’m mistaken I
we’ll see later on if I’m mistaken I
we’ll see later on if I’m mistaken I will apply your system I took full
will apply your system I took full
will apply your system I took full responsibility
responsibility
responsibility he said okay what I did is that I closed
he said okay what I did is that I closed
he said okay what I did is that I closed the link between the back office and
the link between the back office and
the link between the back office and says and the best people in sales I
says and the best people in sales I
says and the best people in sales I trained the back of his team and how to
trained the back of his team and how to
trained the back of his team and how to solve sales problem same we did and
solve sales problem same we did and
solve sales problem same we did and technical but when I reached the finance
technical but when I reached the finance
technical but when I reached the finance they told me aha give ee team the Doudna
they told me aha give ee team the Doudna
they told me aha give ee team the Doudna flew second s with my children how come
flew second s with my children how come
flew second s with my children how come we refund money to people without coming
we refund money to people without coming
we refund money to people without coming back to the finest they are the devil
back to the finest they are the devil
back to the finest they are the devil always okay hard to find a way to
always okay hard to find a way to
always okay hard to find a way to convince them what I did is deep
convince them what I did is deep
convince them what I did is deep extensive analysis for almost 48 hours
extensive analysis for almost 48 hours
extensive analysis for almost 48 hours and found that most of the complaints
and found that most of the complaints
and found that most of the complaints coming requesting for refund are $50 and
coming requesting for refund are $50 and
coming requesting for refund are $50 and below 90% of the complaints coming out
below 90% of the complaints coming out
below 90% of the complaints coming out $50 and below and I calculated the time
$50 and below and I calculated the time
$50 and below and I calculated the time every agent is spending to solve that
every agent is spending to solve that
every agent is spending to solve that complaint and multiply it by their
complaint and multiply it by their
complaint and multiply it by their salaries and found to be 150 dollars so
salaries and found to be 150 dollars so
salaries and found to be 150 dollars so we are costing ourself three times what
we are costing ourself three times what
we are costing ourself three times what the customer is asking they couldn’t
the customer is asking they couldn’t
the customer is asking they couldn’t speak accordingly
speak accordingly
speak accordingly I closed us link as well shifted all the
I closed us link as well shifted all the
I closed us link as well shifted all the technical expertise to back office team
technical expertise to back office team
technical expertise to back office team and of course that was not easy unless
and of course that was not easy unless
and of course that was not easy unless you have a proper HR you cannot move
you have a proper HR you cannot move
you have a proper HR you cannot move that why because you need proper
that why because you need proper
that why because you need proper training you need proper
training you need proper
training you need proper armen people cannot can take decisions
armen people cannot can take decisions
armen people cannot can take decisions and you need proper incentives if you
and you need proper incentives if you
and you need proper incentives if you need you need to pay people so I got
need you need to pay people so I got
need you need to pay people so I got approval on all that and solved that
approval on all that and solved that
approval on all that and solved that problem and accordingly back of his
problem and accordingly back of his
problem and accordingly back of his agents were empowered to solve the
agents were empowered to solve the
agents were empowered to solve the problem coming back to the frontline
problem coming back to the frontline
problem coming back to the frontline agents back to the customer and we
agents back to the customer and we
agents back to the customer and we managed to solve that and four days only
managed to solve that and four days only
managed to solve that and four days only after being 40 days waiting the co saw
after being 40 days waiting the co saw
after being 40 days waiting the co saw that on told me he made go ahead we are
that on told me he made go ahead we are
that on told me he made go ahead we are stopping the system implemented changes
stopping the system implemented changes
stopping the system implemented changes everywhere accordingly we had all the
everywhere accordingly we had all the
everywhere accordingly we had all the call center transformed everything
call center transformed everything
call center transformed everything changed to the new way of work and that
changed to the new way of work and that
changed to the new way of work and that resulted in 70% increase in customer
resulted in 70% increase in customer
resulted in 70% increase in customer satisfaction that’s in millions ladies
satisfaction that’s in millions ladies
satisfaction that’s in millions ladies and gentlemen
and gentlemen
and gentlemen 80 percent improvement the resolution
80 percent improvement the resolution
80 percent improvement the resolution time from forty to four on average
time from forty to four on average
time from forty to four on average that’s huge and we saved cost of
that’s huge and we saved cost of
that’s huge and we saved cost of manpower by 20% and that 20% was almost
manpower by 20% and that 20% was almost
manpower by 20% and that 20% was almost 40 employees all over the call center
40 employees all over the call center
40 employees all over the call center calculate the salaries I was not happy
calculate the salaries I was not happy
calculate the salaries I was not happy again I thought it’s going to be but
again I thought it’s going to be but
again I thought it’s going to be but it’s not
it’s not
it’s not why because I went back to the project
why because I went back to the project
why because I went back to the project and said if I can’t cancel all these
and said if I can’t cancel all these
and said if I can’t cancel all these teams why don’t cancel this team as well
teams why don’t cancel this team as well
teams why don’t cancel this team as well and shift everything to the frontline
and shift everything to the frontline
and shift everything to the frontline agent train them develop them put the
agent train them develop them put the
agent train them develop them put the right incentives and get to the job done
right incentives and get to the job done
right incentives and get to the job done accordingly we I did a pilot on that as
accordingly we I did a pilot on that as
accordingly we I did a pilot on that as well and I could manage to solve all the
well and I could manage to solve all the
well and I could manage to solve all the complaints in three hours
we place the model of change of
we place the model of change of furniture Puma a model of change was
furniture Puma a model of change was
furniture Puma a model of change was developed as a standard and this model
developed as a standard and this model
developed as a standard and this model was implemented elsewhere on a financial
was implemented elsewhere on a financial
was implemented elsewhere on a financial organization indicating that it’s not
organization indicating that it’s not
organization indicating that it’s not only for telecom and the result was we
only for telecom and the result was we
only for telecom and the result was we had the fifty six percent of revenues
had the fifty six percent of revenues
had the fifty six percent of revenues enhancement we had improvement in
enhancement we had improvement in
enhancement we had improvement in service delivery of 61 percent and this
service delivery of 61 percent and this
service delivery of 61 percent and this is the most important point they were
is the most important point they were
is the most important point they were people Emiratis were developed and
people Emiratis were developed and
people Emiratis were developed and skilled and they’re uplifted in their
skilled and they’re uplifted in their
skilled and they’re uplifted in their skills and developed and we had almost
skills and developed and we had almost
skills and developed and we had almost 28% development on those Emirati
28% development on those Emirati
28% development on those Emirati skill force we had 100% increase in
skill force we had 100% increase in
skill force we had 100% increase in employee engagement why because people
employee engagement why because people
employee engagement why because people are taking decisions now they got
are taking decisions now they got
are taking decisions now they got incentives they are trained they got
incentives they are trained they got
incentives they are trained they got empowerment and of course it’s not a
empowerment and of course it’s not a
empowerment and of course it’s not a charity we need to save cost dollars
that was for almost two years and today
that was for almost two years and today I’m proud to inform you that I’m the
I’m proud to inform you that I’m the
I’m proud to inform you that I’m the leader of business transformation in a
leader of business transformation in a
leader of business transformation in a multi-billion company here in the UAE
multi-billion company here in the UAE
multi-billion company here in the UAE ladies and gentlemen most of the
ladies and gentlemen most of the
ladies and gentlemen most of the important things in life have been
important things in life have been
important things in life have been accomplished by people who kept on
accomplished by people who kept on
accomplished by people who kept on trying when they seem to be no hope at
trying when they seem to be no hope at
trying when they seem to be no hope at all she’s never video if nos are no
all she’s never video if nos are no
all she’s never video if nos are no normal people and they transform to be
normal people and they transform to be
normal people and they transform to be actually they change the whole world
actually they change the whole world
actually they change the whole world the best example of a la missile a
the best example of a la missile a
the best example of a la missile a laguna de la ley if raha Rana
laguna de la ley if raha Rana
laguna de la ley if raha Rana how will gesture and they were head hi
how will gesture and they were head hi
how will gesture and they were head hi Dora
Dora
Dora Lillian Nanette de Ville till she heard
Lillian Nanette de Ville till she heard
Lillian Nanette de Ville till she heard December with a pipe he’ll will head
December with a pipe he’ll will head
December with a pipe he’ll will head lice in video month of Allah for wushu
lice in video month of Allah for wushu
lice in video month of Allah for wushu jalapao Atmaram
jalapao Atmaram
jalapao Atmaram lalalala oh man until we meet again
lalalala oh man until we meet again
lalalala oh man until we meet again celebrating another success I wish you
celebrating another success I wish you
celebrating another success I wish you all the very best
all the very best
all the very best thank you
”
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