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%

1-Ja

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2-Ja

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3-Ja

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4-Ja

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5-Ja

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6-Ja

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8-Ja

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0

1000

2000

3000

4000

5000

6000

7000

8000

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

0

10

20

30

40

50

60

1-J

an

2-J

an

3-J

an

4-J

an

5-J

an

6-J

an

7-J

an

8-J

an

9-J

an

10-J

an

11-J

an

12-J

an

13-J

an

14-J

an

15-J

an

16-J

an

17-J

an

18-J

an

19-J

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20-J

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21-J

an

22-J

an

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24-J

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25-J

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26-J

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27-J

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28-J

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29-J

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30-J

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31-J

an

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

2000

4000

6000

8000

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

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