Final 1 Find Inbound Customer

7/31/2019 Final 1 Find Inbound Customer

1/27

Customer Experience ..


2/27

GEMBA Model ..

Prioritized ProgramScopes / Problems

Brain Storming with SMEs(Corporate & Circles) , Agents

Surveys /Feedback/interviewswith Customers/AgentsVOC

VOB/VOP/KPItrend

Finalizedprogramscoping/problem areas


3/27

Inbound Customer Experience Project Scoping 3

Identify Factors impacting Inboundcustomer Experience

Customer VOC to identify the high impacting

parameters

QFD matrix to establish relation between

customer VOC and business measurement

criteria

Identified focus area through QFD matrix

Project scoping

Find Phase

Framework

Summary of Project

scope

Best Practice and

Identifying quick wins

Project Governance


4/27

4

CustomerInbound

Experience

Businesspolicies& Regulations

Agent

IVR

Close looping ofresolution

Time taken to connect to the IVR

Congestion in the IVR

Ease of Navigation through the IVR

Time taken to connect to the Agent Call drop when connecting to the Agent

Preferential treatment

Preferential language

Skilled agents

Able to understand the query and give

immediate resolution Polite and helpful agents

Complete commination on all the

aspects of the query

Resolution within TAT

Close looping of the Query

Complete commination on all the


Service partner SLAs

Processes and procedures

TRAI regulation and Policies

Factors Impacting Inbound Customer Experience


5/27

5Find Phase Framework

Identify painareas

PRE FIND FIND PHASE

Captured voice ofcustomer

(Ext & Int)

Identifyopportunitiesrelated to the painareas

Project scoping

ANALYZE PHASEPROJECT

PHASE

FRAME WORK

FIND

KEY ACTIVITIES

OUTCOME

Captured ExternalCustomer VOCthrough Survey 1200 customers Across 6 circles

Captured Call centeragent VOC throughSurvey 1200 agents Across 6 circles 3 service partners

Customer pain areaIdentified impactingInbound Experience

Based on CustomerSurvey rating3 Focus areasIdentified havinghighest impactOn Inbound customerExperience

OpportunitiesidentifiedRelated to Preferential

treatment Seamless

Interaction

OpportunitiesidentifiedRelated to

FCS Agent

Empowerment

Escalation support Back office

support

CTQ Identified

basedOn customer VOC

Customer VOC mapped

With Process KPI

Brainstormingsession with theproject teammembers toidentify the Projectscope

Best practicerelated to theidentified project

scope collatedacross circles

Quick winsidentified throughthe best practice

Pre work foranalyze phaseinitiated

Project Charter.Project milestones

Project control planQuick win solutions

Based on AgentsSurvey rating3 Focus areasIdentified to enableagents to drivecustomer first


6/27

6

Customer VOC : National survey

Survey ( rating on 1 to 5) 1 low imp, 5 high importance) SUM Count Avg Priority

Time taken to connect to the Agent 3004 846 3.55

No Call drop when connecting to the Agent 3234 846 3.82 2Congestion in the IVR 2994 846 3.54

Ease of Navigation through the IVR 2980 846 3.52

Customer empowerment through the IVR 3035 846 3.59 4

Preferential treatment 3172 846 3.75 3

Preferential language 3267 846 3.86 1

Skilled agents 3225 846 3.81 1

Able to understand the query and give immediate resolution 3041 846 3.59 2Resolution within TAT 2848 846 3.37

Polite and helpful agents 2986 846 3.53 3

Close looping of the Query 2810 846 3.32Complete communication on all the aspects of the query 2923 846 3.46

National CTQ identified from customerVOC

IVRExperience

Preferential language No call drop when connecting

to agent

Preferential treatment Empowerment through IVR

AgentExperience

Skilled agents Able to understand the

query and give immediate solution Polite and helpful agents

Circle specific CTQ identified from customer

IVR Exp M&G Punjab Karnataka Chennai

P1 Preferential language No Call drop when connecting to

the AgentNo Call drop when connecting to the

AgentPreferential language

P2 Preferential treatment Time taken to connect to the AgentCustomer empowerment through the

IVR


P3 Time taken to connect to the Agent Preferential language Preferential treatmentNo Call drop when connecting

to the Agent

Agent Ex M&G Punjab Karnataka Chennai

P1 Able to understand the queryand give immediate resolution

Skilled agentsAgents Able to understand the query

and give immediate resolution

Agents Able to understandthe query and giveimmediate resolution

P2 Polite and helpful agents Resolution within TATComplete communication on all the


Complete communication on

all the aspects of the queryP3 Complete communication on all

the aspects of the query

Agents Able to understand the query

and give immediate resolution

Agents Able to understand the query

and give immediate resolutionClose looping of the Query

VOC : Outside in Approach through External and InternalCustomer VOC

I b d C E i VOE


7/27

7

National CTQ identified from Agent VOC

Empowerment toAgent

Empowerment to activate /deactivate VAS Empowerment to pass credits for VAS Empowerment to pass credits as Good Will gestures

System Minimum navigation screens Easy of navigation on CRM Online information available

Survey ( rating on 1 to 5) 1 low imp, 5 high importance) SUM COUNT AVG Priority

Empowerment to pass credits for VAS 2776 813 3.41 2

Empowerment to pass credits as Good Will gestures 2638 813 3.24 3

Empowerment to activate /deactivate VAS 3017 813 3.71 1Empowerment to activate /deactivate Plan 2067 813 2.54

Systems are working all the time 2287 813 2.81

Online information available 2691 813 3.31 3

Easy of navigation through Vodafone help 2699 813 3.32 2

minimum navigation screens 2719 813 3.34 1

Quick TL support for escalations 3078 813 3.79 3

TL support for escalations 3220 813 3.96 1

Efficent and empowered TLs 3166 813 3.89 2

Product process escalation 2906 813 3.57

Operational Support TL support for escalations Efficient and empowered TLs Quick TL support for escalations Faster Back office Resolution

Inbound Customer Experience: VOE

Agent VOE: National survey

I b d C E i


8/27

8

Circle specific CTQ identified from Agent

Systems M&G Punjab Karnataka Chennai

P1 Minimum navigation screens Online information available Ease of navigation through Vodafone

helpminimum navigation screens

P2 Easy of navigation through

Vodafone help

Ease of navigation through Vodafone

helpOnline information available Online information available

P3 Online information available minimum navigation screens Systems are working all the timeEase of navigation through

Vodafone help

OperationalSupport

M&G Punjab Karnataka Chennai

P1

TL support for escalations TL support for escalations Efficient and empowered TLs TL support for escalations

P2 Quick TL support for

escalationsQuick TL support for escalations TL support for escalations Efficient and empowered TLs

P3Efficent and empowered TLs Efficent and empowered TLs Product process escalation Product process escalation

Empowerment toAgent

M&G Punjab Karnataka Chennai

P1 Empowerment to activate/deactivate VAS

Empowerment to pass credits for VASEmpowerment to pass credits for VAS

Empowerment to activate

/deactivate VAS

P2 Empowerment to pass credits for

VAS

Empowerment to pass credits as

Good Will gestures

Empowerment to activate /deactivate

VAS

Empowerment to pass credits

as Good Will gestures

P3 Empowerment to activate

/deactivate Plan


VAS

Empowerment to pass credits as Good

Will gestures

Empowerment to pass credits

for VAS

Inbound Customer Experience

C t VOC d P M t t i


9/27

9

CustomerRequirements

ProcessMeasurement

Measurement of IVR EXP Measurement of Agent Experience

ServiceLevels

Aband

oned%

CallsinQueue

Avgtimetakento

browseth

etop5call

drivers

Noof

request

actionedthroughthe

IVR

specializedroutings

available

intheIVR

Noofcalls

transferred

between

language

VD

Ns

Agentknowledge

scores

FC

R%

ResolutionCSAT

AgentCSAT

Noofcallsare

received

afterclose

loo

ping

SURVE

Y

Time taken to connect to the Agent

No Call drop when connecting to theAgent

Congestion in the IVR

Ease of Navigation through the IVR(Mio)

Customer empowerment through the

IVR


Preferential Language

3.55 89%

3.82 3%

3.54 20

3.523M

3.59 7K

3.75 2

3.86 3.5L

Skilled agents

Able to understand the query and give

immediate resolution

Resolution within TAT

Polite and helpful agents

Close looping of the Query

Complete communication on all the


3.81 92

3.59 81%

3.37 88%

3.53 91.6

3.32

3.46

90

94

.1

.7 3

2 1

2

90

14K

3

10K

37K

97

95 98

91 92

980

90

90 90v

90Target

Best In Class

Customer VOC and Process Measurement matrix

A t VOC d P t M t i


10/27

10

CustomerRequirements

ProcessMeasurement

Measurement of AgentExperience

Availability

Availability

Availability

Systemdo

wntime

Timetakenforinfoto

getupd

ated

Timetakentogetinfo

Noofsystemsfo

naviga

tion

Servicelev

el%a

t

TLde

sk

Abandoned

%a

tTL

des

k

TLCS

AT

SURV

EY

3.41

N

3.24 N

13.7N

Y

N

Y

.7 3

Y 1

6

0

15 1

.5 1

4K

97

95 3

3 88

950

Target

Best In Class

Agent VOC and Process measurement Matrix

Empowerment to pass credits for VAS

Empowerment to pass credits as Good

Will gestures


Plan

Systems are working all the time

(hrs in month)

Online information available ( mins)

Easy of navigation through Vodafonehelp (min)

minimum navigation screens

2.818

3.31 30

3.324.5

3.344

Quick TL support for escalations( %)

TL support for escalations

Efficient and empowered TLs

Product process escalation

3.7963

3.96 22.5

3.8971

3.57

C t VOC d CTQ T


11/27

11Customer VOC and CTQ Tree

What The customer WantsProcess Indicator forMeasurement

Other process IndicatorsFor Measurement

Segment wise split

No Call drop whenconnecting to the Agent

Call disconnection


12/27


Skilled agents

Able to understandand resolve the query

in first instance

TL escalations

% of Answered

Data call transfer fromL1 to L2

Incorrect Tagging %

Bottom Quartile

Agents( cat D&E)

Agent Tenure 0-30

PKQ test Scores

CDI getting help

parameter

92%



Segment wise split

2.5%

35 %

Pre: 8.41Post : 8.56

3 %

21%

postpaidprepaid

Kocher

23% postpaid35% prepaid

3 % postpaid2.8 %prepaid

14% postpaid21 % prepaid

(as per old categorization)

Identified Opportunity

TL escalation process Program for bottom

quartile agents 0-30 onboarding Data knowledge

management @ L1

Map Gap analysis of Datacalls Vs L1 closure 12 %

31% of data related calls arehandled at L1

Prepaid : 47.5% handled at L1 Postpaid: 17% handled at L!

Top Call drivers Skill Set At L1

Not able to connect the internet

Not trained to handle the specific

query

GPRS Settings high end handsetsNot trained to handle the specific

query

Blackberry Services are not working


query

Not able to configured mail


query

Customer want's to connect mobile with PC.


query

Unable to download applications


query

Unable to play You Tube


query

Iphone Related

Not trained to handle the specificquery Data from UPE, Punjab, RTN, M&G and Mumbai

Customer VOC and CTQ Tree


13/27


Other process IndicatorsFor MeasurementWhat The customer Wants

Process Indicator forMeasurement

Segment wise split

Faster Back office

Resolution

Prepaid Non FLC SRs withClosure TAT =,> 3 days

Postpaid Non FLC SRs withClosure TAT =,> 3 days

SR Closure Within TAT

97%

Map Gap analysis of CRM TAT vs actual resolution TAT

12.%

30%

Tagging % of SRs with

TAT = 3 or >3 days is 13%

Tagging % of SRs with

TAT > 3days is 78 %

SegmentType

Type ofNon FLC Sr

% to NonFLC SRs

CRM TAT forResolution

Actual Time Taken forResolution

Actual TAT

Postpaid

Type: Value Added ServicesSubtype: R ActivationOutcome:Activation of Family &Friends no. service after validation

34%3 days

Que Time: 5 HrsNo of performer : 1Time to assign the services

in system: 10 mins

Buffer time : 2 hrs

7 to 9 hrs

Postpaid

Type: RoamingSubtype: R Activation

Outcome: Physical Verificationstatus reqd for activation of national

roaming

9%

3 days

As per the CNC process No

physical verification is done

for any segment for NationalRoaming activation

Writ e Bscs if roaming

deposit is reflecting in

the systemMax time : 4 hrs

Can Save: 2 days

Prepaid

Type: BalanceSubtype: C Balance DeductionsOutcome: Incorrect balanceavailable as per account recharged

22.5%3 days

Que Time: 5 HrsNo of performer : 1Time to assign the services

in system: 10 mins

Buffer time : 2 hrs

7 to 9 hrs

Identified Opportunity Re-haul of CRM TATS for Non FLC SRs

Customer VOC and CTQ Tree


14/27




Segment wise split

Customerempowerment

through the IVR

IVR Offered & closed

198

IVR offered & Closed

116

IVR offered & closed

111

Service requeststhrough IVR

7%

Prepaid Top 5 requests Vs IVR requestmanagement

Postpaid top 5 requests Vs IVR requestmanagement

81%

54%

88%

32% postpaid

52% prepaid

64 % postpaid89% prepaid

75 % postpaid82% prepaid

Top Request at 111 Facility atIVR

TotalRequesthandledby IVR

R - Payment Updation No NA

R Activation (CT) Yes

R - Rectify Other Details& Phone No.

No NA

R - Sim Replacement No NA

R - Change Customer

TariffNo NA

Top Request at 111 Facility atIVR

TotalRequesthandled byIVR

Caller tune activation Yes

Alert Activation No NA

Request for Settings Yes 83%

R port out request No NA

R port out status No NA

Identified Opportunity

Request Management through IVR for Postpaid Port out status info on the IVR

Payment updation Change customer tariff Change of minor details eg : email , land line no, address

C OC Q


15/27

15Customer VOC - open ended Questions for furtherunderstanding

What preferential treatmentwould you like when you call

the call center

What all services you would liketo avail without calling the call

center

Do not want to wait inthe IVR

Reduced call rates

Special prepaid plans

forHigh Value customers

Pre alerts for Balancededuction

Account service status

New plan information

Are you satisfied with the way your query wasresolved

DATA:

Not satisfied with Data Packdeactivation info

Settings related issueNot resolved

Not able to resolve queries relate dto applications

Seamless

interaction

Preferential

Treatment

First Call

satisfaction

Speed of resolution CustomerEmpowermentthrough IVr

Call CentreAnalytics

PROJECTAREAS

P j S S


16/27

16Project Scope Summary

Seamlessinteraction

No Call dropWhen connectingTo the agent

IVR Transfer Holds Agent

disconnection

Abandoned Calls3%

Definition of Abandoned In Scope

In Scope

Work initiated by

Corp Call Center

team

No

Call disconnections 1 same

day

IVR

Segment based IVR

Repeat call routing ( part of

FCS)

To check if part of

Segmentation project

Part of New

customer onboarding project

To check if part ofSegmentation project

In Scope

2

Gujarat

Punjab

New customer

CPS

M&G 3.19

UPE: 2.7

Agent : Differentiated treatment for first

time callers (customized

opening script at agent level,

customer education etc)

No personalization in the IVR andat agent level for high value

customers

CSAT of PG

customersPrepaid :

Postpaid:

IVR

Customization of IVR for high

Value customers ( shorten IVR

,Personalization CustomizedSalutation etc).

Agent:

(customized opening script at

agent level, Shorten TATs etc)

To check In scope Can be Merged with inbound project

P j t S S


17/27


Focus AreaAs per VOC

BestPractice

IdentifiedOpportunities

ProjectScope

Projectoverlap

Process KPIStatus

First Callsatisfaction

Understand theQueryand resolve it inthe firstinstance

Incorrect tagging3%

A) First call resolution at L1

Top call scenarios

B) Repeat Desk

C) Agent Empowerment

L1 empowerment

Special empowerment for repeat

help desk and TLs

D) Agent Knowledge management:

Knowledge management

program: separate for L1, Repeat

desk, escalation desk

Program for bottom quartile agents

E) On-boarding of 0-30 days agent

In Scope

In Scope

In Scope

In Scope

In Scope

Workinitiated byCorpTraining

10

M&GKar,

UPE,

Mumbai.

RTN

Kerala

AP

Appx 2.5 to 3% of the answeredcalls get escalated to TL

7.5 lac calls

nationally get

escalated

1) Number of customers whotake agent access >1 in a single

day

2) Number of customers who

take agent access >1 for the

same query in a single day

24 %

36%

High% of Data call transfer from

L1 to L2 ( lack of basic data

handling skills @ L1)

35% of data

related calls

are transferred

to Kocher

Bottom Quartile agentsDNA

Agents in 0-30 AON 16%


P j t S S


18/27

18Project Scope SummaryFocus AreaAs per VOC

BestPractice


ProjectScope

Projectoverlap

Process KPIStatus

First Call

satisfaction

Polite Agents

Soft Skills: voice, tone, soft denials,

using the script framework to make

conversation sound unscripted

Customer Service excellence

skills: empathy, building rapportetc.

Bring in Practical's in training

modules

To make the scripts customer

friendly and as close to real

dialogue, as possible, without

sounding informal

Modifications in training toenable agents to handlemultiple kind of calls and

queries fro m customer andgive Unified experience to theCustomer

Training Modules / Lesson

Plans

Leveraging classroom and e-

learning

Script Modification as perCustomer segment.

In Scope

In Scope

First Callsatisfaction

Communicationwith customerIn Preferredlanguage in everyInteraction

IVR Agent

No Language based Routing in the

IVR or language based transfers

within agents

No of requests

for setting

language

CDI Getting

HelpPreferred

languageparameter

IQ scores

preferred

language

parameter

IVR :

Language based routing

To check ifpart of

Segmentation

project

Agent is expected to stick to standard

scripts in regional call centers. No

region wise list of words commonly

used by customers there, is practiced

with agents at the time of induction

Agent:

Availability of option to change

lang preference in CRM

Induction training role-plays to

encourage agents to usecustomer preferred language

nuances

Language based transfer

between agents

In Scope

No standard checks at the time of

hiring to estimate agents comfort in

using the language he is expected to

answer calls in

Standard hiring SOPIn Scope

No keyword available to customer, forlanguage setting Creating keyword for languagesetting for customer. Output to be

updated in CRM and IVR

In Scope


P j t S S


19/27


Customerempowermentthrough the IVR

Low % of service request

that get generated

through IVR

7%

Request Management

through IVR for top 5

Requests for Postpaid

and prepaid

To check if part

of

Self help project

To check if part

of

Self help project

To check if part

of

Self help project

No

Lack of accountmanagement through

IVR

Na

Account specific info

through IVR( Bal, last 3transactions , Vas

active etc)

IVR closed % vs offered

on 116 postpaid is very

low

64 % postpaid

89% prepaid

Account management

through IVR ( act/ deact

of pack, Vas etc)IVR closed % vs offered

on 111 postpaid is very

low

75 % postpaid

82% prepaid

Focus AreaAs per VOC

BestPractice


ProjectScope

Projectoverlap

Process KPIStatus

First CallsatisfactionFloor and

EscalationSupport

TL escalation 3 %Abandoned on TL escalation

TL escalation VDN

TL escalation Process

Work initiated

by Corp Call

Center team

In Scope

2

M&G

Kar

Speed ofresolution

High resolution

TAT > 3 days

Postpaid : 30 % of non FLC SRshave TAT of =3 or > 3 days

Tagging % of SRs with TAT = 3 or

>3 days is 78%

Prepaid: 27 % of Non FLC SRsTagging % of SRs with TAT > 3days

is 13%

Revamping of CRM

TATs for request and

complaints

In Scope No


B t P ti Q i k i l ti


20/27

20

FOCUS AREA QW SOLUTIONBENEFIT

IMPACTEDKPI

AGENT

IMPACT

CUST

IMPACT

R.EASE

BPSELEC

TEDFROM

IMPL

DATE

Floor andescalationSupport

V-serve is a platform

wherein each Call centeremployee can put forth afeedback for Vodafoneoperations & Supportfunction an online survey

The core objective is to improveupon CUSTOMER OBSESSION

across service partner and VodafoneFunctions. This would help therespective Support Function toimprove in the areas highlighted asweak areas and in turn benefit allcustomer interfacing functions.

IntangibleHigh

High MKarnataka

Floor and

escalationSupport Flag for assistance

Agents have been empowered tohighlight a concern/query by raising aRed Flag for assistance on the floor.Any call or query which cannot behandled by the agent, he is

empowered to RAISE THE REDFLAG for IMMEDIATE assistance bythe floor support.

Similarly they are also empowered toraise a Green Flag to highlight anappreciation or CSAT theyvereceived on a call- GOOD CALL.

Intangible High Moderate

E M&G

Knowledgesustenance (mistake

proofing/idiot proofingthe briefingprocess)

V-capsule

In CC operations most importantpiece is ensuring that all agents havebeen briefed and have understood thebriefing. V Capsule is a mistakeproofing software designed to ensureall the agents have read & understoodthe briefing. It also gives agent wisecompliance score

Tangible High High M UPE

Motivatingthe agents todelivercustomer

experience

WoW calls drive ensuresTraining, Quality andOperations all at one pagetowards Service excellence

Agent decides whether he/she istaking good calls or not andnominates the wow call

TL/Trainer/Quality certify the call

20 Certified wow calls for 4 weeks in

a row is eligible for any call club

Tangible High High E UPE

Best Practice : Quick win solutions



21/27

21

FOCUS AREA QW SOLUTIONBENEFIT KPI Impact

AGENT

IMPACT

CUST

IMPACT

R.EASE

BPSELECTEDFROM

IMPL

DATE

AgentKnowledgeManagement

Self learning listening post at

inbound call center

The agent attends a course on thelistening post

Appear for the test post the course

Share feedback

Every session completion earns abrownie point

5 brownie points earns a certificatefor the agent

Taking learning to thenext level by empoweringour Call center executivesthrough self-learningmodules, tests and calllistening sessions so thatthey deliver best in classservice to our customers

TangibleHigh

High M M&G

AgentKnowledgeManagement

Bays at the CC are divided into fourdifferent colors based on theirperformance. This is very muchvisible all over the Production Floorwith the aid of colored flex.

Agents may move into a differentcategory every month based on their

performance.

1) Green We Are Performer Topperforming agents (Category A & B)

2) Amber We Are Improving Agents with average performance(Category C)

3) Red We Will Rise - BottomQuartile Agents (Category D & E)

Agents are Categorizedbased on CSAT, CQ andACHT and consistently

tracked for improvement.

Focused Support foragents who are in thelearning curve

Intangible High Moderate

E M&G




22/27

22

FOCUS AREA QW SOLUTIONBENEFIT

KPI

IMPACT

AGENT

IMPACT

CUST

IMPACT

R.EASE

BPSELECT

EDFROM

IMPL

DATE

First callresolution atL1

Scripted call flow and tagging for top 10scenarios(Call automation ). A Smallapplication window is open on thescreen. The agent can select the currentcall from the drop down list whichconsists of the top 10 calls. Theapplication guides the agent through themandatory information relevant for theselected call driver . Agent has to tick thebox indicating the information is given tothe customer . A unique code is

generated which is pasted in the CRMtagging

To ensure complete andcorrect information is givento the customer

TangibleHigh

High M Mumbai

Data Bay at 111

Identify "Qualifiers " fordata bay

Advanced data trainingand certification @111 callcenter

Tangible High High E Kerala

Coaching andFeedback

BThe associates at random on a daily basis aremonitored by the coach consultants who would

in turn give them the tip on the call wherever

required to ensure that there is no impact on the

customer experience on the call. Alternatively,

post the coaching session a commitment from

the associate is taken on the adherence and the

follow up on the same is done to ensure that the

personalized tip is followed religiously and the

behavior is corrected. The coach consultant also

will do a demo call to help the associate the rightprocedure and overcome the areas of

opportunity identified on the call handled.

Blitz coaching is aplatform to enhance thecustomer experience onthe call where in thecustomer is always giventhe right resolution to thetrouble being reported.Also, the multiple holds onthe call will be reduce asthe coach will be giving thetip on call handling toensure that the call is

addressed to the right way

Intangible High Mod E RTN


Project Focus Areas


23/27

26

Focus Area Customer EmployeeBusiness

SeamlessInteraction Different VDNs that exist and the

transfer process

ACHT outliers for lower specific

limit( ACHT between 6 to 20 secs

Definition of Abandoned

First callSatisfaction

First call resolution at L1

Top call scenarios

Script Modification as perCustomer segment

Repeat Desk

Agent Knowledge management

Agent Empowerment

On-boarding of 0-30 days agent

TL escalation VDN

Preferentialtreatment

Availability of option to change

lang preference in CRM

Differentiated treatment for first

time callers (customized opening

script at agent level, customer

education etc)

Customized opening script for

High ARPU at agent level,

Differential TATs

Segment based IVR

Customization of IVR for high

Value customers ( shorten IVR,Personalization Customized

Salutation etc).

Speed ofResolution

Revamping of CRM TATs for

request and complaints

Project Focus Areas

Problem Statement : Currently the customer Experience at the inbound call center is not Optimum. Poor CustomerExperience leads to Higher overall call Vol, and brings both financial ramifications and impact to customer satisfactionand loyalty. A Poor inbound Customer Experience directly translates into customer perception of poor service quality


24/27

Analyze Phase Framework : Way Forward


25/27

29Analyze Phase Framework : Way Forward

ProcessAnalysis

FIND PHASE ANALYZE PHASE

Data AnalysisIdentify Rootcause

Validate

Root cause

SOLVE PHASEPROJECT

PHASE

FRAME WORK

ANALYZE

KEY ACTIVITIES

OUTCOME

Prepare Datacollection Plan

Operation definition

Collect data

Conduct DataAnalysis using datatools like Pareto

statistical dataanalysis, etc.

using the 80 /20principle identify the

area causingmaximum impact

Identify the process

Base lining of theprocess

Process walk through, interview withstakeholders andSME

Detailed Process map

Red tagging, NVAidentification

5 way analysis

Cause & EffectDiagram (Fishbone

Brain storming withthe stakeholders andSME

Y to X prioritization

Critical X definition)

Summary of key Xs Summary of Root

causes

Major findings

Stakeholderdiscussion

Identify the crossfunctional

stakeholders todevelop solutions forthe identified rootcauses

30


26/27

Project Teams (VC/Con Call twice/Week)

Project Leaders

Program Steering Council

Corporate & Circle Cross Functional Heads &

FF Lead

National FF BTO & CS Program Sponsor(

TamalMonthly Status Updates

Weekly ProgressReports

Fortnightly Program Review

Twice /Week ProgressReports

Proposed Governance Model IB & OB Experience

National CS IB & OB Program

Lead( Sabina)

30

National CS BTO IB & OB experience way forward


27/27

ACTIVITY HowStart

Date

End

DateRemark

Finalization of Program Scoping &

Success measuresReview with Tamal

18th

JuneVC from 11 to 1 pm

Sub Area wise Team formationCFT including members from Corp

& Circles

18th

June

20th

June

Training on Analysis PhaseRegion wise / with FF@Circle

ProgramTBD

Need to Discuss

with all

Analysis phase Kick OffFollow FF Analysis phase steps &

Governance Model

25th

June

7th July

Analysis Phase ClosureToll Gate Review with Program

Steering committee & Tamal9th July 13th July TBC

National CS BTO IB & OB experience way forward

Issues / Support :

Final 1 Find Inbound Customer

Documents

Transcript of Final 1 Find Inbound Customer