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Created with Fabric.js 1.4.5 Social Media & NRC 1 Jul'14 st 2 nd OCC Out of 38 Focus officers 5 officers score dropped 89% Top Errors Internal Errors affects Efficiency : - Incorrect CTI Tagging (35%) - Incorrect data captured (10%) 1:3 Officer had errors 1 : 342 contacts get evaluated ICC Calls evaluation Above AHT 39% SQ Interventions: Quality MIS JAN'15 84 officers:>=85% & <90% 5.85 lakh contacts @ CCC, 1711 evaluated 350 officers>=90% 87 officers <85% Within AHT Errors affecting Customers: - ASHI updation not done (35%) - Incomplete Information (10%) ICC Che & OCC score has improved by 3% Jan'15 84% Dec'14 53% 17% 1711 CallsEvaluated 97 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 74% 70% Understanding ease,Selectingright option Of 85 erring officers 51% are from >1 yr18% are from 7 - 12 months vintage &17% are from 4 - 6 months vintage 70% (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 71% Courtesy &Knwldgelevel of the Agent 75% Agent able toresolve problems& Queries 71% Satisfied withtime taken byagent to resolvequeries 71% FCR Project Findings : Overall score improved by 5% 61% 16% NRC Score has improved by 13% ICC Mum Score has improved by 7% 29 officers score improved Critical Errors have dropped from 87 in Dec to 47 in Jan'15 ICC Del score has improved by 4% Jan'15 :CCC Number of Officers 583 14% of calls evaluated &29% of officers had errors 74% - ICC/ OCC- CC Call listening OJT session- Briefing sessions to reiterate verification process- ICC RL Daily Intervention - Soft skill training ( work Better) Top Scorer
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