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Process Efficiency ProjectPlan for All CC Departments
Prepared by: QAU Team BnCC Karachi
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OBJECTIVE
Initiating business process efficiency.
To optimize the purpose of available processes.
To assign accountability to different designations.
To minimize correctable errors in deliverance of
information.
To increase satisfaction level of CSR and enhance
dependability on the information available.
To grade the non-calling staff and motivate them to improve
productivity individually and as a team as well.
Increase credibility of customer services.
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TARGET
Training and Development
Call Center Support
Outbound Team
Team Leaders
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STEP A
Synchronization of agents and team leaders with the information
hub (T&D)
on the same understanding level.
PROPOSAL Development of Query Box in ECS and integration of the
same in Agent ECS accounts.
(Agreed already in process)
IDs in ECS to be defined with editable rights for T&D where
submitted queries will belogged with different categorization of
Shifts and Departments. IDs of TLs will be defined
with viewable rights and limited ticketing rights according to
shifts. (Agreed already in
process, upon discretion of IT)
Providing agents runtime reporting process for different new and
unknown queries.
(Agreed)
Providing agents standard statements to be delivered to the
callers in case whereinformation is not available. (Sometimes we
are unable to answer the queries from our
side & we have to wait for response in that case we are
unable to give any standard reply
from our side; rest is & always will be assured)
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PROPOSAL
Submitted queries will be replied by T&D within a turnaround
time of 24 to 48 hours. (only
those complaints answers of which are available can be answered
within TAT, Secondly
queries can only be answered after consulting with Back end
support if query is concerned
with them or after consulting with concerns)
The replied queries will display in TL ECS IDs with categorized
view of departments and
agents. The same reply would display in Agents IDs. (To be
developed by IT)
The responses and answers will be counseled by TL to the CSR and
Ticket will be closed
with satisfactory or contradictory tabs. (TLs Responsibility
after integration of suchmechanism in ECS)
Counseling and tagging the replied query will have a turnaround
time of 24 hours. (TLs
Responsibility after integration of such mechanism in ECS)
Repeated similar queries will be identified and notification
will be made on One Click
bulletin board by T&D. (Agreed)
TLs will circulate the information in pre-shift meeting and
addition of the same will be sent
in shift meeting points. (TLs Responsibility after integration
of such mechanism)
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PROPOSAL
After notification of the Information by T&D similar
submission of newqueries will marked invalid. This will help
T&D and operations to identify
weak CSRs so as to take necessary actions in terms of
training,
refreshers or shuffling of skills. (Agreed, after integration of
such
mechanism)
Turnaround Time and validation of the reply will be monitored by
QAUon monthly basis.
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FLOW CHART
Agent
T&D
TL
Reply
Counseling
TAT 24 Hours
TAT 24-48 Hours
QAU Observance
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CONCLUSION
Errors occurrence in Problem resolution, incorrect information
and
incomplete information will reduce.
Minimizing dissatisfactory counseling remarks from CSRs.
Reducing hold time of CSRs as answers to their queries will
be
available in their specific ECS logs.
Complains from CSR on deduction of marks about verbal flotation
of
information will decrease.
Floatation of information by T&D on repeated queries will be
helpful for
the synchronization of information in all shifts as answers to
repeated
queries will be discussed in pre-shift meetings and emailed in
shift
meeting points. Contradictions and confusions will be identified
present in One Click by
contradictory tagged entries.
T&D and TLs will be held accountable for calls graded poor
by QAU.
(Not Agreed)
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STEP B
Non voice processes performed by CC support to be scrutinized by
QAU.
Observation
Order taken in ECS but not processed in BnCC.
Orders available in BnCC not passed. Unattended complains
according to Turn Around time.
Comments on complains with no explanatory reasons.
Invalid complains marked In process.
Valid complain marked with Invalid remarks.
Complains whose status has been resolved and replied from
the
concerns have been received by status of the complaints have not
been
update.
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PROPOSAL
In all entries made in ECS (complain/order) will have option of
Alert check box
with comments field. (Excellent suggestion should only be with
AssistantManagers)
Alert checked complains/orders will be displayed only to QAU and
team lead CC
support.
TL CC support will immediately attend to the complains marked
Alert and after
responding to the required action will mark the Alert complain
Attended
QAU will close the Alert after validating the proper action
which was required.
(Assistant Manager will close the Alert after validating the
proper action which
was required).
CC Support Agents who dealt with complain initially in which QAU
will find the
Alert valid will be marked fatal. Each fatal will constitute of
20 marks. CC
Support Agents will be grade from a total of 100 marks per CC
support member.
(CC Support Agents who dealt with complain initially in which
Assistant Manager
will find the Alert valid will be marked fatal. Each fatal will
constitute of 20
marks. CC Support Agents will be grade from a total of 100 marks
per CC
support member).
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Complains falling in the tab order entry and orders which have
not beenattended will be marked Alert by CSR. These complains or
orders will be
dealt by TL CC support within a TAT (turn around time) of 24
hours.
TL CC Support will be held accountable directly for failing to
attend to
Complain or Order marked Alert.
Invalid Alert marking will be notified to Team Lead under which
the CSR
is functioning. (Agreed)
PROPOSAL
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CONCLUSION
Credibility of complain will be insured.
Repetition of complain will reduce.
Irate customer complains will reduce.
Customer satisfaction will improve.
Order cancellation will minimize.
TAT as quoted by CSR at the time of order or complain will be
meet. Accuracy of reporting will be ensured.
Quality of processes within the call center will improve.
Panicking of TLs will minimize as urgent issue are forwarded by
TLs on apiece of paper which does not have any record.
Confidence of CSRs will develop on entries made in ECS.
Non calling members of CC Support will be monitored for
efficiency.
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STEP C
Monitoring authenticity of tasks
performed by outbound department.
OBERVATION
It has been observed that logs of calls
connected are not even 10% of leads
consumed in tasks assigned and
completed for outbound team.
Total number of calls connected in
between 7th of Sep. till 17th of Sep. are
as follows, where as an average of
200-250 numbers were given per CSRevery day.
NAME 7-15 # of Calls
Hinadi Dawood 8 256
Sohail Ahmed 5 34
Stallone Peter 7 216
Muhammad Hanif 7 311
Shariq Zia 7 219
Saim uz Zaman 6 140
Ahsan Raza 7 98
Muhammad Arshad 7 282
Umair Alam 6 138
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PROPOSAL
On weekly basis TL outbound will gather all data provided to a
particularoutbound agent. Calls showing comments i.e connected
calls will be
counted. Same will be repeated for all outbound agents.
BnCC call log will be tallied to confirm the authenticity of
work done by
outbound team.
Outbound agent will be counseled by TL outbound.
Compiled report of connected call count will be sent to the QAU
for
validation at the end of the month.
(Out Bound is no more at CC Karachi, if continued in future this
will be very
helpful)
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CONCLUSION
False reporting of completed tasks will be eliminated.
Productivity of outbound team will improve in term of new orders
on
existing dead leads, customer retention and bill recovery from
unwilling to
pay customer.
Proper Utilization of leads and preventing wastage of potential
customers. Monitoring and validating the outbound team
performance.
(Backend is to be revamped; process of which is yet to be
proposed)
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Step D
To measure TL performance with input from the different
scales.
PROPOSAL
Conduction of popularity survey among the CSRs once a month.
Survey form will include grading sections ranging from 1 to
5.
Grading section will contain parameters;
Availability when needed.
Co-operation
Behavior.
Attitude.
Break management.
Counseling approach.
Deliverance of updates.
(To be answered by Operations)
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STEP D
Reporting of TL performance will constitute of following;
Quality efficiency of Team working under the TL. TL test report
conducted by T&D.
Popularity Scoring.
Measuring the TLs performance
Operation department can identify the Least and Highest
performing TL.
Gauging CSRs opinion and satisfaction level.
Motivating TLs for excelled performance.
TL performance can be associated with his team performance.
(To be answered by Operations)
CONCLUSION
