Call Centre Operations Performance Improvement
Uploaded by
Varun MittalCall Centre Operations Performance Improvement
Uploaded by
Varun MittalCall centre operations
performance improvement
Challenges faced by call center operations Case study
Context: A regional bank, with presence in
Accurate demand Reducing multiple countries, was looking to improve call
forecasting and customer center operations agents by:
capacity planning waiting queues • Increasing payments processing
throughput
• Reducing turnaround time (TAT) and
Mining and error rates
Improving agent analyzing existing
productivity customer data • Driving overall agent engagement
Recommended configuration included a laser-
edge focus on metrics to deliver tangible
Designing tools business impact:
Scaling up tools
to manage and systems to • Impact metrics: KPIs — throughput (i.e.,
performance suit frontline error-free applications processed per
needs agent)
• Activity metrics: key activity indicators
(KAIs) — error rates, TAT, attendance,
Empowering operations to improve client availability, complaints and so on
interactions in real time
Client impact:
Intelligent
Performance Feedback • Reduction in daily forecasting
transaction
management governance errors, leading to cost reduction
allocation and capacity optimization
• Shaped a heuristic algorithm by
leveraging on-call data handled to
Instant survey Core Rich analytics route calls to group with right
trigger—mobile gamification (sentiment skills and high level of accuracy
first engine analysis and
word cloud) • Double-digit Increase in
productivity
Demand Complete Actionable
forecasting gratification alerts and
work stream loop notifications
Leading-edge tech capabilities
Contact us
Varun Mittal
Recommendation Actionable
Gamification for
engine intelligence [email protected]
incentives
Varun Parmar
[email protected]
Sahil Gupta
Activity Cognitive agents Knowledge [email protected]
management via (voice and chat) management system
keypad
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