I lss project on first call resolution 13thmay_2013_updated

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


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


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%


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%


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.


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


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


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


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


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


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.


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


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


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.


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.

I lss project on first call resolution 13thmay_2013_updated

Documents

performers stream

incident generators

nesting team stream

incident drivers

performers inferences

inferences software

nesting period

mayur dubey nesting