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