Everything posted by Rahul Chand
Hi Team, I wish to run a project to improve HR(Resolution rate) in BPO. While I am still in the Define phase, struggling on how to proceed. Here, The HR is affected by FCR. In the Process, HR and FCR are 2 different KPIs. How would I go ahead and identify CTQs? Or shall I go ahead and run a project on FCR instead? **Help will be appreciated.