Davendra Maharaj2013 - 2014 - 2015 Report & Figures

IVR• Mark/James are working with viacomm as we speak to setup the

system• “to place an order Press 5, For all other options Press 6; Or stay on the

line for the next available representative”• would now allow us to track sales calls vs customer service calls. • Increase sales and number of orders by directing sales calls to

strongest CSRs

CSRs (Strongest Salesmen / Customer Service)Sales:1. Aaron Plancarte2. Gurtej Singh3. Joey Agustin4. Mike Le5. Morgan Bradbury

Customer Service:1. Travis Montgomery2. William Millan3. Michael Najjar4. Nelson Rosales5. Jessica McCray

Credit Card Fraud• Manually go through every review order to check for validity• Created a (shared) fraud order sheet. This will give us a more detailed

look into the information given to us, on fraudulent orders (name, email, address).• Software/Automation – work with James to automate this process.• When sending AVS emails, I would ask them to call in the information

rather than email it back (fraud orders tend not to call, only email)• To eliminate all fraud, we need to only ship to the billing address.

However, if we go this route, we might lose some sales (not viable)

Plan to Increase Sales and Orders• Live Online Catalog• Google Calendar• Rotating Schedule• Optimize Call Center Structure• Rx/Out Calls

Live Online Catalog• For customers who do not know how to navigate our sites, the online

catalog would be a great alternative to viewing our products.• Available in a downloadable PDF

Google Calendar• I have trained CSRs to use the Google calendar as a resource, so they

do not forget anything (follow-ups, schedule changes, ect).• This will eliminate orders/follow-ups falling through the cracks.• Any on the fly changes would be easily viewable for everyone

Rotating Schedule• Starting this month, we will have a modified schedule.

• The CSRs that produce the most, will get a break during the weekand work on Saturday(once a month).

Optimize Call Center Structure• My goal in the Call Center is to have all software work together to

allow our CSRs to have all the information they need, all in one place, as fast as possible. • I believe that once we streamline our HP call center, revenue and

orders would increase at a faster rate. • I am looking into employee-training sites to be more efficient when

training new hires and retaining employees. Software that offer this service is currently all cloud-based and charge a fee. I want to implement this with our existing software, created in-house by me.

Optimize Call Center Structure• Streamline all documents in one place. (Google Drive/Docs)

Rx/Out Calls• Have implemented daily call quotas

• We can use Rx account information to see who hasn’t ordered the actual prescription product yet.

• Use outcall list for customers who haven’t order in a year or so

• Have created a shared worksheet so everyone can see stats and enter in new orders.

Summery of in-calls, orders and revenue

Inbound

Year In Calls %Growth

2013 86314

2014 102362 18.59%

2015 140623 37.38%

Call Center Sales

Year Orders %

2013 27824

2014 25420 -9.46%

2015 22247 -14.26%

Year Revenue %

2013 $2,628,736

2014 $2,992,276 12.15%

2015 $3,548,405 15.67%

Revenue by Keycode2015 2014 2013

Keycode Orders Amount Keycode Orders Amount Keycode Orders AmountAMSELLERCENTRAL 350224 $10,441,674.13 AMAZONUK 368 $20,524.64 AMSELLERCENTRAL 426228 $13,011,786.85BULLWRINKLE 1 $43.99 AMSELLERCENTRAL 314469 $9,691,095.23 BULLWRINKLE 557 $35,717.78BUY 55 $2,509.18 BUY 362 $13,092.08 BUY 364 $11,702.03CANADAAMAZON 7536 $505,327.76 CANADAAMAZON 8380 $539,766.72 CANADAAMAZON 2429 $153,530.45EBAY 14827 $372,199.98 EBAY 7193 $182,390.65 EBAY 6721 $148,506.83EBAYHP 13695 $321,557.66 EBAYHP 9184 $222,551.45 EBAYHP 8490 $176,113.57EP 287652 $21,250,748.94 EP 301533 $21,782,793.69 EP 338227 $24,087,451.83HP 47156 $3,056,404.26 HP 62253 $3,808,031.63 HP 61442 $3,918,959.11JET 3132 $59,183.60 NP 1965 $121,343.49 NP 1999 $169,228.94NP 1703 $98,777.51 OC 3 $260.70 OC 13 $3,008.70OC 1 $23.70 OVERSTOCK 484 $23,439.13 OVERSTOCK 552 $28,240.28OVERSTOCK 291 $13,283.07 PH 20 $22,958.26 PH 11 $2,887.13PH 61 $128,324.50 PHS 5 $15,792.90 PHS 2 $84.94PHS 3 $731.57 SEARS 821 $28,909.27 SEARS 50 $1,220.14PSDROP 39 $3,342.78 VS 5414 $287,832.47 VS 9466 $548,915.40SEARS 729 $30,307.69 WALMARTSTORE 1 $10.94 WHP 335 $732,247.81VS 3646 $196,564.36 WHP 831 $1,143,778.23WALMART 164 $4,874.37WHP 845 $1,177,843.63

Total 731760 $37,663,722.70 Total 713286 $37,904,571.48 Total 856886 $43,029,601.79

Order Revenue Breakdown by CSR

2013 2014 2015CSR Orders Revenue CSR Orders Revenue CSR Orders RevenueAaron Plancarte 2,856 $301,169.43 Aaron Plancarte 997 $85,150.42 Aaron Plancarte 3,515 $327,598.40Davendra Maharaj 1,068 $91,297.36 Davendra Maharaj 811 $85,627.67 Chase Mccane 99 $6,717.53Dee Maharaj 2,020 $166,372.65 Dee Maharaj 2,223 $201,545.37 Davendra Maharaj 669 $84,901.86Edward Leung 1,745 $204,599.26 Dennis Sarmiento 698 $55,988.87 Dennis Sarmiento 1,631 $152,962.74George Gonzalez 1,688 $138,019.07 Douglas Reyes 1,246 $113,744.25 Douglas Reyes 209 $18,231.15Gurtej Singh 2,660 $225,771.66 Edward Leung 527 $58,088.73 Gurtej Singh 3,312 $286,361.94Jamil Delgado 3,128 $254,934.71 George Gonzalez 755 $56,661.58 Joey Agustin 3,271 $365,146.14Joey Agustin 3,300 $308,703.16 Gurtej Singh 3,070 $252,168.09 William Millan 845 $303,869.11William Millan 1,066 $170,539.92 Jamil Delgado 829 $65,190.60 Karan Grewal 341 $31,358.47Michael Najjar 4,038 $215,480.83 Joey Agustin 3,308 $310,429.92 Martin Stroschein 439 $58,562.53Mike Le 3,038 $271,183.76 William Millan 819 $225,282.37 Michael Najjar 1,125 $770,980.96Nelson Rosales 1,217 $280,664.09 Martin Stroschein 3,477 $291,068.59 Mike Le 2,440 $358,138.45

Michael Najjar 2,600 $292,578.02 Morgan Bradbury 205 $16,195.38 Mike Le 761 $89,267.72 Nelson Rosales 958 $512,495.66 Nelson Rosales 1,254 $646,335.50 Shayna Simmons 2,598 $209,209.77 Robert Munoz 1,308 $110,755.36 Travis Montgomery 590 $45,674.62 Shayna Simmons 737 $52,393.64

27,824 $2,628,735.90 25,420 $2,992,276.70 22,247 $3,548,404.71

Total Incall Breakdown by CSR