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Created with Fabric.js 1.4.5 Social Media 1 Jul'14 st 2 nd NRC ICC Che Score has improved by 4% ICC Mum & Del score dropped by 4% Out of 42 Focus officers 12 officers score dropped 15 officers score improved 86% Overall Quality Score dropped by 3% Critical Errors have increased from 35 in Oct'14 to 61 in Nov'14 Top Errors Internal Errors affects Efficiency : - Incorrect CTI Tagging (35%) - Incorrect data captured (12%) 16% of calls evaluated &35% of officers had errors 1:3 Officer had errors 1 : 334 contacts get evaluated ICC Calls evaluation Above AHT 31% SQ Interventions: Quality MIS NOV'14 98 officers:>=85% & <90% 5.20 lakh contacts @ CCC, 1678 evaluated 282 officers>=90% 136 officers <85% Within AHT 69% - Call listening & Briefing sessions- FTR analysis for RL & CC Skill- CCU RL & CC - Quality Sessions - Privy/CCC/Branch/RL & CC - SR Audit- IVR calling & Customer Feedback calling- Impact error questionnaire for Training team Errors affecting Customers: Incomplete information, - ASHI updation not done ( 35%) - Incomplete Information (20%) NRC, CCU & OCC score has dropped by 2% NOV'14 89% OCT'14 55% 26% 19% Nov'14 :CCC Number of Officers 554 1678 CallsEvaluated 72 NOT -SATISFIED 4% Calls System Measure-Was KMBL able to resolve customer problems/queries that s/he called in for ? where agents followed the correct internalprocess, but the customer left the call unsatisfied. For e.g.reversal of charges, Limit enhancement, EMI conversion IVR Feedback from customers ( Top 2 Box score ) Overall Exp.with IVR Ease of gettingconnected to CCC Waiting time before agent connection 77% 79% 77% Understanding ease,Selectingright option Of 199 erring officers 50% are from >1 yr20% are from 4 - 6 months vintage &19% are from 7 - 12 months vintage 74% (These are customers who have selected Excellent / V Good) Agent Feedback from customers ( Top 2 Box score ) (These are customers who have selected Excellent / V Good) Overall Exp. ofinteracting withAgent 74% Courtesy &Knwldgelevel of the Agent 77% Alternatives providedby Agent 81% Agent able toresolve problems& Queries 78% Satisfied withtime taken byagent to resolvequeries 79% FCR Project Findings :
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