Ccp presentation on ifb bangalore1.1
Transcript of Ccp presentation on ifb bangalore1.1
Aegis CCP Bangalore
IFB Bangalore - Jan 2010
Manpower
Aegis CCP Bangalore
Problem Statement
•IFB Bangalore Has not Been Able to meet SL Targets During the Month Of January as volumes have been Overshooting Agent Call Capacity .
IFB - Bangalore
95.71%
53.05% 48.50%38.21% 37.03%
44.08%
28.58%
54.13%
37.29%
68.58%
31.55%
56.83%48.65%
90.47%
63.11% 65.81%
81.02%
9.12%14.79%
27.06% 22.68%
44.40%
66.86%
89.60%
40.78%
64.05%
12.69%
39.86%
77.69% 78.37% 74.22%
2193
5020
1928
58075415
50485269
4480 4411
1499
5427
4559
3953
1521
2890
3519
1233
6685
6091
5093 5088
43634119
1260
5333
2918
5554
4451
3899 3713
1280
0%
257%
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Volume Forecast % Service Level Offered
Aegis CCP Bangalore
• Actual FTE is very much lesser than requirement.
Need
Required Vs Actual
18
32
26
39
53
34
40
31
37
15
37
3129
15
28
36
11
4643
3936
2831
10
34
24
42
38
31 29
13
2528
15
28 27 2724 24
21
14
25 25
2118 18
22
14
25 24 23 2324 25
14
26 25 2527 27 28
12
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60
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Requirement Actual
Aegis CCP Bangalore
Month On Month
Historical Volumes
26350
90996
85603
87153
108520
111950
104017
90571
101568
101428
98482
124019
0 20000 40000 60000 80000 100000 120000 140000
Feb-09
Mar-09
Apr-09
May-09
Jun-09
Jul-09
Aug-09
Sep-09
Oct-09
Nov-09
Dec-09
Jan-10
Volume
Linear (Volume)
Aegis CCP Bangalore
Historical AHT
•ACHT is showing a decreasing linear trend
Average Handle Time
341.8
227.8
185
167
177
164
153
158
153
158
161
159
151
0.0 100.0 200.0 300.0 400.0
Jan
Mar
May
Jul
Sep
Nov
J-10
Average Call HandlingTime
Linear (Average CallHandling Time)
Aegis CCP Bangalore
Historical Utilization
•Utilization is showing an increasing linear trend
Utilization
38%
28%
62%
69%
69%
77%
66%
67%
64%
73%
77%
75%
86%
0% 20% 40% 60% 80% 100%
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
J-10
Agent Productivity
Linear (AgentProductivity)
Aegis CCP Bangalore
Historical Utilization
•Utilization is showing an increasing linear trend
Productivity
28
36
96
130
115
142
131
118
121
134
134
133
161
0 50 100 150 200
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
J-10
Agent Productivity
Linear (AgentProductivity)
Aegis CCP Bangalore
Cost
•Utilization is showing an increasing linear trend
Aegis CCP Bangalore
Day Average
•Utilization is showing an increasing linear trend
41
83
12
50
14
45
5
42
65
13
71
4
33
20
13
78
2
44
61
17
35
2
44
11
17
95
7
42
10
16
31
4
61
32
14
34
9
44
76
16
02
4
54
24
16
11
4
47
44
15
67
1
44
54
0
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4000
6000
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10000
12000
14000
16000
18000
Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09
Daywise Disrtibution
WeekDay Average Sunday Average
Aegis CCP Bangalore
Need
Offered Cal Volume has an increasing trend month on month along with IFB Customer Base
Project Monthly Volumes Feb: 122921 Mar: 127336
Feb-10
Mar-10
S1
122921.4848
127336.88
120000
121000
122000
123000
124000
125000
126000
127000
128000
Volume Projections
Aegis CCP Bangalore
Volume Distribution
Offer Volume
2% 8%8%
8%
10%
10%9%8%
9%
9%
9%
10%
Feb-09
Mar-09
Apr-09
May-09
Jun-09
Jul-09
Aug-09
Sep-09
Oct-09
Nov-09
Dec-09
Jan-10
Aegis CCP Bangalore
Staffing Required Intra-Day Day
Required Vs Actual Sunday
1 1 1 1 1 1 1 1 1 1 1 1 1 1
2
3
4
6
7
8
9
11
12
13
11
10
9 9
8
7 7 7 7 7 7 7
6 6 6
4 4 4
3
2 2 2
1 11 1 11
1 1 1 1 1 1 1 1 1 12
12 2
44
6 5 55 5 5 5 6 5 5 6 6
5 5 5 44
32 3 3 3
3 3 3 22 2
0
2
4
6
8
10
12
14
16
Sun Req Sun Current
Required Vs Actual Monday
1 1 1 1 1 1 1 1 1 1 1 1 12 2
47
10
17
24
34
38 38 37
33
30
27
23 24 23 23 23 23 24 2321
1917 16
1311
97
3 3 2 211 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2
4 46
910 11 10 11 11 10 10 9 9 9
10 10 10 10 9 9 8
5 4 4 4 3 2 3 3 3 2 20
5
10
15
20
25
30
35
40
Mon Req Mon Current
Aegis CCP Bangalore
Staffing Required Intra-Day Day March
Required Vs Actual Tuesday
1 1 1 1 1 1 1 1 1 1 1 1 12 3
47
10
16
21
28
32 33
3028
2422
20 20 21 20 20 19 1918 17
1613
11 119
76 4
3 2 211 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2
3 46
810 10 9 9 9 9 9
7 7 7 7 8 8 8 8 75
4 4 3 3 3 2 2 3 32 2
0
5
10
15
20
25
30
35
40
Tue Req Tue Current
Required Vs Actual Wednesday
1 1 1 1 1 1 1 1 1 1 1 1 12 2
3
6
9
14
20
26
2830
28
2623
21
19
16
1920
19
21
19 1918
1413
11 119
76
32 2
1 11 1 1 1 1 1 1 1 1 1 1 1 1 1 12
3 4 5
7
10 9 9 9 9 9 98 8 8 8 8 8 8 8 8 7
64 4 3 3 2 2 3 3 3 2
0
5
10
15
20
25
30
35
Wed Req Wed Current
Aegis CCP Bangalore
Staffing Required Intra-Day Day March
Required Vs Actual Thursday
1 1 1 1 1 1 1 1 1 1 1 1 1 12
47
9
13
20
27
29 29
2726
2321
18 18 1819 19
18 18 1816
13 13
1110
9
64
32 2 2
11 1 1 1 1 1 1 1 1 1 1 1 1 1 1 13 3
4
8
12 12 13 13 12 12 12
10 9 9 10 10 10 10 9 9 97
5 43 3
2 2 2 2 2 20
5
10
15
20
25
30
35
Thu Req Thu Current
Required Vs Actual Friday
1 1 1 1 1 1 1 1 1 1 1 1 1 12
46
8
12
17
23
2728
24 24
2120
16 1617 17 17
16
1817
1614
1110
8 8
64
32 2
1 11 1 1 1 1 1 1 1 1 1 1 1 1 1 12
4 5 5
8
11 1212 12 12
12 1110 9 10 11 11 10
98 8 8
75 5
3 32 3 3 3 2
10
5
10
15
20
25
30
Fri Req Fri Current
Aegis CCP Bangalore
Staffing Required Intra-Day Day March
Min 35 FTE Required to maintain Staffing in February
Current fte Status needs to be increased as soon as possible to attain SL’s
Required Vs Actual Saturday
1 1 1 1 1 1 1 1 1 1 1 1 12 2
47
9
14
21
28
3031
2827
2322
1918 18
17
1918 18
1716
1311
10
8 86
43
21 1 11 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2
4 4
6
1112 11 12 12 12 12 12
10 10 10 10 119 10 9 9
76 5 5 5 4 4
3 2 2 2 20
5
10
15
20
25
30
35
Sat Req Sat Current
Aegis CCP Bangalore
1.Staffing Maintained at current levels.Advantages:. Lower cost Risks: Customers will not be satisfied due to high weight times
2. IFB can improve Service Matrix drastically as done earlier ,so as to lessen the call flow.
Risks: Considerable overall Coasts involved.Advantage: Reduction in phone support costs
3.Service Level Targets can be Lowered to 70% in 30 Sec .Risks: Lower lever of customer satisfaction.Advantages : Can reduce required Staffing by 10 FTE
Solutions
Aegis CCP Bangalore
Recommendation.
Optimal Solution
•.As evident from the graph we would need the Current Manpower increased in the coming months due to increase in customer base and thereby service requirements.
Aegis CCP Bangalore
THANK YOU