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Created with Fabric.js 1.4.5 Social Media 1 Jul'14 st 2 nd OCC Social Media Score has improved by 1% ICC Che & NRC score dropped by 8% Out of 41 Focus officers 13 officers score dropped 28 officers score improved 84% Overall Quality Score dropped by 2% Critical Errors have increased from 61 in Nov'14 to 84 in Dec'14 Top Errors Internal Errors affects Efficiency : - Incorrect CTI Tagging (27%) - Incorrect data captured (14%) 16% of calls evaluated &33% of officers had errors 1:3 Officer had errors 1 : 386 contacts get evaluated ICC Calls evaluation Above AHT 33% SQ Interventions: Quality MIS DEC'14 83 officers:>=85% & <90% 5.75 lakh contacts @ CCC, 1489 evaluated 267 officers>=90% 152 officers <85% Within AHT 67% - ICC - CC Call listening. OJT session.- Briefing sessions on reiterate verification process- ICC RL Focus group Sessions. - Customer Feedback call out Errors affecting Customers: Incomplete information, - ASHI updation not done ( 27%) - Incomplete Information (21%) CCU score has dropped by 4% DEC'1 4 86% NOV'1 4 53% 30% 17% Dec'14 :CCC Number of Officers 568 1489 CallsEvaluated 96 NOT -SATISFIED 6% Calls System Measure-Was KMBL able to resolve customer problems/queries that s/he called in for ? where agents followed the correct internalprocess, but the customer left the call unsatisfied. For e.g.reversal of charges, Limit enhancement, EMI conversion IVR Feedback from customers ( Top 2 Box score ) Overall Exp.with IVR Ease of gettingconnected to CCC Waiting time before agent connection 77% 73% 71% Understandin gease,Selectin gright option Of 185 erring officers 52% are from >1 yr23% are from 7 - 12 months vintage &22% are from 4 - 6 months vintage 77% (These are customers who have selected Excellent / V Good) Agent Feedback from customers ( Top 2 Box score ) (These are customers who have selected Excellent / V Good) Overall Exp. ofinteracting withAgent 72% Courtesy &Knwldgelevel of the Agent 76% Alternative sprovidedby Agent 76% Agent able toresolve problems& Queries 75% Satisfied withtime taken byagent to resolvequeries 76% FCR Project Findings : ICC Mum score has dropped by 2%
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