Ten Secrets to Boosting First Call Resolution - 2011 KC Call Center EXPO
I lss project on first call resolution 13thmay_2013_updated
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Transcript of I lss project on first call resolution 13thmay_2013_updated
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Proprietary and Confidential April 10, 2023 - 1 -- 1 -
InferencesCDU-RECYCLER , Software and Printers are top incident drivers in Stream 1
Incident based on SCIM Jan 2013(# of Incident & %)
Feb 2013 (# of Incident & %)
March 2013(# of Incident & %)
COE 109 (1.38%) 108 (1.55%) 113 (1.54%)
EFORMS 18 (0.22%) 46 (0.65%) 112 (1.53%)
SALES PLATFORM 111 (1.41%) 237 (3.38%) 260 (3.55%)
CDU-RECYCLER 308 (3.91%) 241 (3.43%) 251 (3.53%)
DESKTOP/LAPTOP - SOFTWARE 251 (3.46%) 197 (2.80%) 227 (3.10%)
PRINTERS 231 (3.24%) 268 (3.82% 236 (3.22%)
EMAIL BLACKBERRY 80 (1.0%) 39 (0.55%) 45 (0.62%)
EMAIL 210 (2.4%) 177 (2.52%) 114 (1.56%)
SYSTEM ACCESS 29 (0.3%) 139 (1.98% 126 (1.72%)
MSR/PINPAD 159 (2.20%) 113 (1.61) 126 (1.72%)
CITRIX 59 (0.5%) 63(0.89%) 98 (1.34%)
HOMEBASE 170 (2.34%) 29 (0.41% 50 (0.68%)
Top SCIM’s)
Top Incidents-Stream 1-Jan to March (Based on SCIM’s) D M A I C
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Proprietary and Confidential April 10, 2023 - 2 -- 2 -
Top Incidents-Stream 2&5-Jan to March (Based on SCIM’s)
Incident based on SCIM Jan 2013 (# of Incident & %)
Feb 2013 (# of Incident & %)
March 2013 (# of Incident & %)
DESKTOP/LAPTOP - SOFTWARE 417 (5.03%) 236 (3.36%) 275 (3.75%)
EMAIL 254 (3.22%) 291 (4.14%) 335 (4.57%)
CLM-CLIENT VIEW 201 (2.55%) 192 (2.73%) 243 (3.32%)
CITRIX 160 (2.03%) 150 (2.13%) 183 (2.50%)
SOFTWARE-MICROSOFT 202 (2.56%) 86 (1.22%) 110 (1.50%)
CLM-SOFTPHONE 142 (1.82%) 162 (2.30%) 102 (1.39%)
SYSTEM ACCESS 113 (1.43%) 112 (1.59%) 124 (1.69%)
BLACKBERRY 99 (1.25%) 34 (0.48%) 141 (1.92%)
BLACKBERY-HARDWARE 0 (0%) 47 (0.66%) 101 (1.37%)
IE 117 (1.48%) 43 (0.63%) 45 (0.61%)
Inferences Software, Emails are top incident drivers in Stream 2
D M A I C
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Proprietary and Confidential April 10, 2023 - 3 -- 3 -
Bottom Performers (Stream 1)
Analysis: Analysis done on Stream 1 Bottom PerformersInferences: Bottom performers impacting overall FCR by ~ 3%
D M A I C
Analyst Name Jan'13 Feb'13 Mar'13 Apr'13
Monisha Mani 73.3% 75.6% 75.8% 79.9%
Abhishek Bhadauria 77.1% 78.3% 77.3% 75.1%
Nihas A 75.4% 76.2% 74.2% 80.4%
Faizal Ahmed 76.4% 62.2% 69.8% 75.6%
Tanu Pal 72.8% 80.2% 70.4% 79.4%
Manisha Singh 71.3% 69.5% 70.4% 71.4%
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Proprietary and Confidential April 10, 2023 - 4 -- 4 -
Analysis:Analysis done on Stream 1 Bottom PerformersInferences: Bottom performers impacting overall FCR by ~ 3%
Bottom Performers (Stream 2 & 5) D M A I C
Analyst Name Jan'13 Feb'13 Mar'13 Apr'13
Aayush Anil Agarwal Nesting Nesting 75% 84%
Gaurav Gupta 77% 80% 75% 80%
Ravi Chatterjee 78% 74% 78% 79%
Saravanan Murali Nesting Nesting 76% 77%
Souvik Sarkar 78% 74% 82% 80%
Mayur Dubey Nesting Nesting 72% 74%
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Proprietary and Confidential April 10, 2023 - 5 -- 5 -
Nesting Team (Stream 1)
Moved to Stream 1 Mar'13 Apr'13
Jayashri Bommanganti 72.2% 77%
Prateek Shah 76.8% 76%
Brij Kishore Mishra N/A 70%
Madhurima Sharma N/A 72%
Akhilesh Kumar N/A 73%
Suvadeep Mohanty N/A 76%
Krishna Pallemmali 78.2% 78%
Priyank Purushotham N/A 79%
Neetu Dewett N/A 76%
Deepak Sharma N/A 75%
Manish Bhardwaj N/A 75%
Inference:
Stream 1 analysts in nesting period impacting overall FCR.
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Proprietary and Confidential April 10, 2023 - 6 -- 6 -
Contribution of bottom performers to Top Incident Generators (Stream 1)
InferencesBottom Performers are contributing more to Top Incident Generators.InferencesBottom Performers are contributing more to Top Incident Generators.
Top SCIMS (Incidents)COE
SALES PLATFORMCDU-RECYCLER
DESKTOP/LAPTOP - SOFTWAREPRINTERS
SYSTEM ACCESSMSR/PINPADHOMEBASE
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Proprietary and Confidential April 10, 2023 - 7 -- 7 -
Contribution of bottom performers to Top Incident Generators (Stream 2&5)
InferencesBottom Performers are contributing more to Top Incident Generators.InferencesBottom Performers are contributing more to Top Incident Generators.
Top SCIMS (Incidents)EMAIL
DESKTOP/LAPTOP-SOFTWARE CLM-CLIENT VIEW
CITRIXSYSTEM ACCESS
BLACKBERRY SOFTWARE -MICROSOFT
CLM-SOFTPHONE IE
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Proprietary and Confidential April 10, 2023 - 8 -- 8 -
Comparison (Stream 1)
Comparison between Top and Bottom Performers’ contribution towards Top Incident Generator for Stream 1.
InferenceBottom Performers’ contribution towards Top Incident Generator is comparatively higher than Top PerformersInferenceBottom Performers’ contribution towards Top Incident Generator is comparatively higher than Top Performers
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Proprietary and Confidential April 10, 2023 - 9 -- 9 -
Comparison (Stream 2&5)
Comparison between Top and Bottom Performers’ contribution towards Top Incident Generator for Stream 2&5.Comparison between Top and Bottom Performers’ contribution towards Top Incident Generator for Stream 2&5.
InferenceBottom Performers’ contribution towards Top Incident Generator is comparatively higher than Top Performers
InferenceBottom Performers’ contribution towards Top Incident Generator is comparatively higher than Top Performers
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Proprietary and Confidential April 10, 2023 - 10 -- 10 -
Inferences In adequate Troubleshooting and Lack of Process Knowledge are the major contributors for invalid tickets in the month of March 2013.
Invalid Ticket Analysis D M A I C
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Proprietary and Confidential April 10, 2023 - 11 -- 11 -
Invalid Ticket Analysis contd
Top and Bottom Performers contribution towards invalid tickets to L2Top Performers (Stream 1) Top Performers (Stream 2&5)
Analyst Name Invalid Ticket to 2nd Line Analyst NameInvalid Ticket to 2nd
Line
Rahul Shrimali 0 (0%) Jagdish Makhijani 0 (0%)
Vishal Sharma 0 (0%) Ashok Raja Ravi 0 (0%)
Raghunandan Aswathanarayana 0 (0%) Vikas Veeresh Hiremath 0 (0%)
Sathyanarayana Kumkumagunta 0 (0%) Krishna Pallemmali 0 (0%)
Atheher Fathima 0 (0%) Vikas Shukla 0 (0%)
Rajan Jha 0 (0%) Priyank Purushotham 0 (0%)
Bottom Performers (Stream 1) Top Performers (Stream 2&5)
Analyst Name Invalid Ticket to 2nd Line Analyst NameInvalid Ticket to 2nd
Line
Anush M 2 (1.35%) Gaurav Gupta 2 (2.12%)
Manisha Singh 3(2.02%) Siddharth Notiyal 1 (1.06%)
Monisha Mani 2 (1.35%) Ravi Chatterjee 2 (2.12%)
Kishore Kumar B 2 (1.35%) Anjali Yadav 0 (0%)
Nihas A 4 (2.70%) Souvik Sarkar 0 (0%)
Faizal Ahmed 5 (3.37%) Esha Bartwal 1 (1.06%)
Moinudin Holy 0 (0%) Dolly Atma 0 (0%)
Abhishek Bhadauria 2 (1.35%) Ashwin Venugopal 1 (1.06%)InferencesBottom performers are contributing towards Invalid Tickets to L2.
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Proprietary and Confidential April 10, 2023 - 12 -- 12 -
Training is not effective
Lack of ownership
TSC Pro and Knowledge Management not used
Customer not willing to follow procedure
QA not calibrated and level 2 are not on same page
while providing suggestions
Driving other parameters(AHT)
Lack of Hardware Knowledge
Agent not able to identify the issue
Tool Dependency(Remote Control)
Agent lacks interest
L2 or Floor Support not available
Agent Behavior
Technical Knowledge
Other Concern
Root Cause Analysis using Fish Bone tool
Low First Contact
Resolution
TSC Pro and Knowledge Management not used
Lack of Technical \Process Knowledge
Poor communication skills
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Proprietary and Confidential April 10, 2023 - 13 -- 13 -
Control-Impact (Stream 1)
Desktop\laptop>SoftwareCDU-RecyclerMSR-PINPAD
Desktop Laptop >System AccessAPPS_BRANCH>Sales platform
EmailDesktop\laptop>Coe
Printers
E-forms
Remote Access>CitrixEmail>Blackberry
Homebase
Co
ntr
ol
Nature of the issue and top performers ability to have better FCR on the top incident generators are the basis of housing the issue type in the four quadrants.
ImpactImpact
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Proprietary and Confidential April 10, 2023 - 14 -- 14 -
Control-Impact (Stream 2 & 5)
Inter\Intranet > IE Email
Desktop\Laptop>System AccessDesktop\Laptop >Software>Microsoft
Desktop\Laptop>SoftwareCLM>CC_ Application>Client ViewCLM>CC_Application>Softphone
Email>BlackberryCitrix
Hardware>PrintersApps_HO
Impact
Co
ntr
ol
Nature of the issue and top performers ability to have better FCR on the top incident generators are the basis of housing the issue type in the four quadrants.
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Proprietary and Confidential April 10, 2023 - 15 -- 15 -
Analysis observation and Action Plan
Observations• Lack of standard training material for Stream 2&5. Training is happening with trainers
experience and his/her knowledge level with the applications related to Stream 2 &5.• Lack of Process Knowledge i.e. most of the bottom performers were not aware of Client View
Call back process and were escalating tickets to NI&S without advising the client to reboot their PC.
• Lack of Technical Knowledge i.e. most of the bottom performers are not comfortable on Printer and Outlook Calls.
• Lack of ownership. • Lack of convincing skills.• Low confidence level. Action Plan• Had one on one session with all the bottom performers coached them on their areas of
opportunity.• Had a session with their TL’s and showed them the comparison of top and bottom
performer’s performance.• Closely monitoring the daily performance of all the bottom performers and providing
immediate feedback and coaching .• Working closely with voice and accent coach to improve the customer handling skills of
bottom performers.