Process Efficiency Project

Plan for All CC Departments

Prepared by: QAU Team BnCC Karachi

 OBJECTIVE

 Initiating business process efficiency.

 To optimize the purpose of available processes.
 To assign accountability to different designations.
 To minimize correctable errors in deliverance of information.
 To increase satisfaction level of CSR and enhance
dependability on the information available.
 To grade the non-calling staff and motivate them to improve
productivity individually and as a team as well.
 Increase credibility of customer services.

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 TARGET

 Training and Development

 Call Center Support
 Outbound Team
 Team Leaders

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 STEP A

Synchronization of agents and team leaders with the information hub (T&D)
on the same understanding level.

PROPOSAL
 Development of Query Box in ECS and integration of the same in Agent ECS accounts.
(Agreed already in process)
 ID’s in ECS to be defined with editable rights for T&D where submitted queries will be
logged with different categorization of Shifts and Departments. ID’s of TL’s will be defined
with viewable rights and limited ticketing rights according to shifts. (Agreed already in
process, upon discretion of IT)
 Providing agents runtime reporting process for different new and unknown queries.
(Agreed)
 Providing agents standard statements to be delivered to the callers in case where
information is not available. (Sometimes we are unable to answer the queries from our
side & we have to wait for response in that case we are unable to give any standard reply
from our side; rest is & always will be assured)

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 PROPOSAL
 Submitted queries will be replied by T&D within a turnaround time of 24 to 48 hours. (only
those complaints answers of which are available can be answered within TAT, Secondly
queries can only be answered after consulting with Back end support if query is concerned
with them or after consulting with concerns)
 The replied queries will display in TL ECS ID’s with categorized view of departments and
agents. The same reply would display in Agents ID’s. (To be developed by IT)
 The responses and answers will be counseled by TL to the CSR and Ticket will be closed
with satisfactory or contradictory tabs. (TL’s Responsibility after integration of such
mechanism in ECS)
 Counseling and tagging the replied query will have a turnaround time of 24 hours. (TL’s
Responsibility after integration of such mechanism in ECS)
 Repeated similar queries will be identified and notification will be made on One Click
bulletin board by T&D. (Agreed)
 TL’s will circulate the information in pre-shift meeting and addition of the same will be sent
in shift meeting points. (TL’s Responsibility after integration of such mechanism)

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 PROPOSAL

 After notification of the Information by T&D similar submission of new

queries will marked invalid. This will help T&D and operations to identify
weak CSR’s so as to take necessary actions in terms of training,
refreshers or shuffling of skills. (Agreed, after integration of such
mechanism)
 Turnaround Time and validation of the reply will be monitored by QAU
on monthly basis.

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 FLOW CHART

TAT 24 Hours
Agent TL
Counseling

T&D Reply
TAT 24-48 Hours

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 CONCLUSION
 Errors occurrence in Problem resolution, incorrect information and
incomplete information will reduce.
 Minimizing dissatisfactory counseling remarks from CSR’s.
 Reducing hold time of CSR’s as answers to their queries will be
available in their specific ECS logs.
 Complains from CSR on deduction of marks about verbal flotation of
information will decrease.
 Floatation of information by T&D on repeated queries will be helpful for
the synchronization of information in all shifts as answers to repeated
queries will be discussed in pre-shift meetings and emailed in shift
meeting points.
 Contradictions and confusions will be identified present in One Click by
contradictory tagged entries.
 T&D and TL’s will be held accountable for calls graded poor by QAU.
(Not Agreed)
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 STEP B

Non voice processes performed by CC support to be scrutinized by QAU.

Observation
 Order taken in ECS but not processed in BnCC.
 Orders available in BnCC not passed.
 Unattended complains according to Turn Around time.
 Comments on complains with no explanatory reasons.
 Invalid complains marked ‘In process’.
 Valid complain marked with ‘Invalid’ remarks.
 Complains whose status has been resolved and replied from the
concerns have been received by status of the complaints have not been
update.

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 PROPOSAL
 In all entries made in ECS (complain/order) will have option of “Alert” check box
with comments field. (Excellent suggestion should only be with Assistant
Managers)
 Alert checked complains/orders will be displayed only to QAU and team lead CC
support.
 TL CC support will immediately attend to the complains marked ‘Alert’ and after
responding to the required action will mark the ‘Alert’ complain ‘Attended’
 QAU will close the ‘Alert’ after validating the proper action which was required.
(Assistant Manager will close the ‘Alert’ after validating the proper action which
was required).
 CC Support Agents who dealt with complain initially in which QAU will find the
‘Alert’ valid will be marked ‘fatal’. Each ‘fatal’ will constitute of 20 marks. CC
Support Agents will be grade from a total of 100 marks per CC support member.
(CC Support Agents who dealt with complain initially in which Assistant Manager
will find the ‘Alert’ valid will be marked ‘fatal’. Each ‘fatal’ will constitute of 20
marks. CC Support Agents will be grade from a total of 100 marks per CC
support member).
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 PROPOSAL

 Complains falling in the tab ‘order entry’ and orders which have not been
attended will be marked ‘Alert’ by CSR. These complains or orders will be
dealt by TL CC support within a ‘TAT’ (turn around time) of 24 hours.
 TL CC Support will be held accountable directly for failing to attend to
Complain or Order marked ‘Alert’.
 Invalid ‘Alert’ marking will be notified to Team Lead under which the CSR
is functioning. (Agreed)

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 CONCLUSION

 Credibility of complain will be insured.

 Repetition of complain will reduce.
 Irate customer complains will reduce.
 Customer satisfaction will improve.
 Order cancellation will minimize.
 TAT as quoted by CSR at the time of order or complain will be meet.
 Accuracy of reporting will be ensured.
 Quality of processes within the call center will improve.
 Panicking of TL’s will minimize as urgent issue are forwarded by TL’s on a
piece of paper which does not have any record.
 Confidence of CSR’s will develop on entries made in ECS.
 Non calling members of CC Support will be monitored for efficiency.

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 STEP C

Monitoring authenticity of tasks NAME 7-15 # of Calls

performed by outbound department.
Hinadi Dawood 8 256
Sohail Ahmed 5 34
OBERVATION
Stallone Peter 7 216
 It has been observed that logs of calls
connected are not even 10% of leads Muhammad Hanif 7 311
consumed in tasks assigned and
completed for outbound team. Shariq Zia 7 219

 Total number of calls connected in Saim uz Zaman 6 140

between 7th of Sep. till 17th of Sep. are Ahsan Raza 7 98
as follows, where as an average of
200-250 numbers were given per CSR Muhammad Arshad 7 282
every day.
Umair Alam 6 138

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 PROPOSAL

 On weekly basis TL outbound will gather all data provided to a particular

outbound agent. Calls showing comments i.e connected calls will be
counted. Same will be repeated for all outbound agents.
 BnCC call log will be tallied to confirm the authenticity of work done by
outbound team.
 Outbound agent will be counseled by TL outbound.
 Compiled report of connected call count will be sent to the QAU for
validation at the end of the month.
(Out Bound is no more at CC Karachi, if continued in future this will be very
helpful)

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 CONCLUSION

 False reporting of completed tasks will be eliminated.

 Productivity of outbound team will improve in term of new orders on
existing dead leads, customer retention and bill recovery from unwilling to
pay customer.
 Proper Utilization of leads and preventing wastage of potential customers.
 Monitoring and validating the outbound team performance.
(Backend is to be revamped; process of which is yet to be proposed)

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 Step D
To measure TL performance with input from the different scales.

PROPOSAL
 Conduction of popularity survey among the CSR’s once a month.
 Survey form will include grading sections ranging from 1 to 5.
 Grading section will contain parameters;
– Availability when needed.
– Co-operation
– Behavior.
– Attitude.
– Break management.
– Counseling approach.
– Deliverance of updates.
(To be answered by Operations)

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 STEP D
 Reporting of TL performance will constitute of following;
– Quality efficiency of Team working under the TL.
– TL test report conducted by T&D.
– Popularity Scoring.

CONCLUSION
 Measuring the TL’s performance
 Operation department can identify the Least and Highest performing TL.
 Gauging CSR’s opinion and satisfaction level.
 Motivating TL’s for excelled performance.
 TL performance can be associated with his team performance.
(To be answered by Operations)

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